Blog
Intellectually brave and fact-based insights on transformative strategies, technology and processes
Intellectually brave and fact-based insights on transformative strategies, technology and processes
December 05, 2018
Everest Group’s digital services research indicates that 89 percent of enterprises consider customer experience (CX) to be their prime digital adoption driver. But we believe the digital experience needs to address all stakeholders an enterprise touches, not just its customers. We touched on this topic in our Digital Services – Annual Report 2018, which focuses on digital operating models. Indeed, [...]
December 04, 2018
Is upskilling and reskilling little more than a thinly disguised attempt by HR departments to rebrand Learning and Development (L&D)? The answer, as one practitioner pointed out at a conference in Poland, is “no.” I recently presented to the Association of Business Services Leaders (ABSL) Chapter in Krakow, Poland about the talent acquisition challenges that digitization poses to Shared Services [...]
November 20, 2018
by Ashwin Venkatesan, Deepika Saxena
With enterprise cloud becoming mainstream, the business case and drivers for adoption have also evolved. The initial phase of adoption focused on operational cost reduction and simplicity – what we call the “Cloud for Efficiency” paradigm. We have now entered Wave 2 of enterprise cloud adoption, where the cloud’s potential to play a critical role in influencing and driving business [...]
November 15, 2018
by Yugal Joshi
Experts and enterprises around the world have talked a lot about the disturbing concept of AI being used to build and test AI systems, and challenge decisions made by those systems. I wrote a blog on this topic a while back. Disquieting as it is, our AI research makes it clear that AI for AI with increasingly minimal human intervention [...]
November 14, 2018
by Nitish Mittal, Sarweshwer Gupta
Just days before 16-year old Qualtrics was due to launch its IPO, SAP announced its acquisition of the customer experience management company in an attempt to bolster its CRM portfolio. Qualtrics, one of the most anticipated tech IPOs of the year, and oversubscribed 13 times due to investor demand, adds to SAP’s arsenal of cloud-based software vendor acquisitions. Delving into [...]
November 14, 2018
The pivot of third-party services firms to digital is disrupting the entire services industry. Times of disruption always give rise to new competitors, and challengers among service providers can shift share. This is clearly happening now in the demand for digital transformation services. The Big 4 accounting and auditing firms – Deloitte E&Y, KPMG and PwC – are emerging as [...]
November 14, 2018
by Aaditya Jain, Somya Bhadola
Price competition used to define the competitive dynamics of the P&C insurance industry. However, as margins started squeezing with low interest rates and rising claims costs, it became imperative for insurers to focus on product differentiation in order to attract new customers and drive premium growth. This is when usage-based insurance (UBI), an insurance product model where the premium varies [...]
November 13, 2018
Two champions have emerged among service providers in digital transformation: Accenture and TCS. Accenture is driving business transformation, and TCS is doing a marvelous job of driving IT modernization. TCS’ recent acquisition of W12 Studios, a London-based digital design agency, is worth noting for its implications in the digital marketing space. Motivation W12 will be part of TCS Interactive, TCS’ [...]
November 12, 2018
The US Labor Department’s recently announced new regulations for H-1B and L1 work visas focus on the Trump Administration’s ongoing effort to tighten regulations and increase administrative hurdles. Viewed individually no new regulation is a show-stopper; but it’s clear that, collectively, they will have a more material effect. Here’s my take on the significant issues for service providers and their [...]
November 09, 2018
Now in its 12th year, Medidata NEXT brings together several thousand life sciences professionals across seven global events to discuss the future of clinical trials. Here are my take-aways from the New York City edition, which occurred over two days in late October. Clinical + commercial data is the future: As the life sciences industry moves toward outcome-led business models, [...]
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