The Future of Retail and CPG: Balancing Economics, Efficiency & Experience | LinkedIn Live

April 26, 2023

LINKEDIN LIVE

The Future of Retail and CPG: Balancing Economics, Efficiency & Experience

April 26, 2023 |

9 a.m. CDT | 10 a.m. EDT | 3 p.m. BST | 7:30 p.m. IST

View the event on LinkedIn, which was delivered live on Wedneday, April 26, 2023.

Today’s retail and CPG enterprises are facing the dual challenge of adverse macroeconomic conditions and rapidly changing customer behaviors. While macroeconomic factors are putting pressure on input prices 💲 and razor-thin margins, shifts in customer behavior are translating into a demand for sustainable products and hyper-personalized omnichannel experiences.

💻📱Technology disruptions over the past few years have successfully mitigated these challenges and created new avenues of growth 📈 for both enterprises and service providers.

📢 📢 In this LinkedIn Live, our analysts will share insights into the key technology investment priorities of retail and CPG enterprises and opportunity areas for service providers.

What questions will the event address?

✅ What are the top investment priorities for retail and CPG firms?
✅ How are enterprises rethinking transformation while balancing customer experience, cost competitiveness, and sustainability?
✅ What is the role of the technology and service provider ecosystem in enabling this transformation journey?
✅ What challenges are enterprises facing in their present engagements with service providers?

Yugal Joshi

Partner

Abhishek Mundra

Practice Director

Chirajeet Sengupta

Partner

Generative AI and ChatGPT: Separating Fact from Fiction | LinkedIn Live

April 13, 2023

LINKEDIN LIVE

Generative AI and ChatGPT: Separating Fact from Fiction

View the event on LinkedIn, which was delivered live on Thursday, April 13, 2023.

If you haven’t experimented with ChatGPT yet, you have at least been following the recent buzz⚡.

💻ChatGPT is one recent example of Generative AI that companies are jumping into. However, while the technology itself has immense potential, much of the recent adoption 👥 has been driven by hype .

What exactly is Generative AI? It is an evolved form of Artificial Intelligence (AI) technology that generates new content in the form of text, images, videos, audio, codes, and more – consensus is that it will influence enterprises and providers significantly.

📢 In this LinkedIn Live, we will provide buyers and providers insights into the latest developments and opportunities, as well as the challenges and possible misconceptions in this dynamic market. The speakers will also discuss how organizations can benefit from Generative AI and what factors to consider while using and investing in it.

What questions does the event address?

✅ What are the strengths and limitations of Generative AI (and ChatGPT) in its current form?
✅ What are some high-value applications and use cases?
✅ What do enterprises and service providers need to keep in mind while adopting Generative AI?
✅ What are the major challenges and best practices to assist adoption?

Meet The Presenters

Andrew Burgess

AI Strategist and Ethicist

Founder & CEO, Greenhouse Intelligence

David Rickard

Partner

Everest Group

Anil Vijayan

Partner

Everest Group

Customer Satisfaction Sacrifice? Balancing CX Against Cost Reduction Pressures | LinkedIn Live

March 30, 2023

Linkedin Live

Customer Satisfaction Sacrifice? Balancing CX Against Cost reduction Pressures

Thursday, March 30, 2023

12:30 PM EST | 10:00 PM IST

David Rickard, Partner, Everest Group will join Dan Reed, Chief Customer Officer, [24]7.ai, on a LinkedIn Live event to discuss maintaining customer experience quality while optimizing operational costs.

David Rickard

Partner

Frictionless Customer Experiences: The Key to Unlocking Satisfaction | LinkedIn Live

March 29, 2023

LINKEDIN LIVE

Frictionless Customer Experiences: The Key to Unlocking Satisfaction

View the event on LinkedIn, which was delivered live on Wednesday, March 29, 2023.

The ideal customer experience has shifted as customers opt for more effortless self-driven digital interactions💻. To meet this need, organizations must eliminate hurdles within the customer experience, making it seamless, simple, and frictionless.

In this LinkedIn Live session, Everest Group analysts will be joined by Bill Price, co-author of the recently published book 📕, “The Frictionless Organization: Deliver Great Experiences with Less Effort.” Bill will define the frictionless organization and how it can deliver smoother customer experiences, save money, and increase revenue 📈.

Together, the speakers will discuss key insights from the book, provide real-time analyst reactions, and offer recommendations for organizations.

What questions does the event address?

➡️ What causes friction in customer experiences?
➡️ What are the benefits of removing friction?
➡️ How can friction be removed?

Meet The Presenters

Shirley Hung

Partner

Everest Group

Bill Price

President

Driva Solutions

Eric Simonson

Managing Partner

Everest Group

What Are the Benefits and Barriers of Impact Sourcing in CXM? | LinkedIn Live

March 16, 2023

LINKEDIN LIVE

What Are the Benefits and Barriers of Impact Sourcing in CXM?

View the event on LinkedIn, which was delivered live on Thursday, March 16, 2023.

Impact sourcing is an ethical outsourcing practice that intentionally focuses on maximizing societal and business outcomes ♻️. Over the years, we’ve witnessed growth in impact sourcing globally, specifically in customer experience management (CXM) by both traditional providers and impact sourcing specialists👥.

Impact sourcing delivers many benefits for workers, the communities around them, and businesses employing them; however, there are also barriers.

📢Watch this LinkedIn Live recording as our analysts and Global Mentorship Initiative CEO, Jon Browning, break down the benefits impact sourcing workers experience and the challenges businesses face when recruiting them.

Any organization interested in learning more about sustainability, environmental, social, and governance (ESG) objectives, and impact sourcing and is looking to get started with an initiative of their own should attend💻.

What questions does the event address?

✅ What are the key trends and drivers leading to impact sourcing demand?
✅ What are the key benefits of impact sourcing for providers and buyers of outsourcing services?
✅ What are some significant impact sourcing initiatives by traditional service providers and impact sourcing specialists?
✅ What are the recommendations for implementing impact sourcing and challenges faced by buyers and service providers?
✅ What is the future outlook of impact sourcing?

Meet The Presenters

Jon Browning

CEO

Global Mentorship Initiative

Rita N. Soni

Principal Analyst, Impact Sourcing and Sustainability

Everest Group

David Rickard

Partner

Everest Group

Aishwarya Barjatya

Practice Director

Everest Group

Nimish Sharma

Analyst

Everest Group

Will 2023’s Economic Environment Level Outsourcing Price Increases? | LinkedIn Live

March 15, 2023

LINKEDIN LIVE

Will 2023’s Economic Environment Level Outsourcing Price Increases in APAC?

View the event on LinkedIn, which was delivered live on Wednesday, March 15, 2023.

In 2022, the global talent shortage and outsourcing price increases due to wage inflation led business leaders to rethink business operations and workforce plans. As we near the close of the first quarter of 2023, will we finally see opportunities to lower costs 📈?

Join this LinkedIn live as our outsourcing pricing experts provide insights tailored to the Asia-Pacific (APAC) region into how pricing is likely to shape up in 2023.

What questions will the event address?

✅ What does current outsourced deal pricing look like in the APAC region?
✅ What is the future outlook for pricing in APAC?
✅ What should enterprises do to ensure commercial competitiveness for their deals in a fast-changing environment?

Rahul Gehani

Partner

Abhishek Sharma

Partner

Ashish Sehdev

Vice President

How to Deliver Hyper-personalized Customer Experiences in Life Sciences | LinkedIn Live

February 22, 2023

LinkedIn Live

How to Deliver Hyper-personalized Customer Experiences in Life Sciences

View the event on LinkedIn, which was delivered live on Wednesday, February 22, 2023.

The pandemic reshaped customer behavior, making customer experience a top business priority for life sciences enterprises. Enterprises can provide true hyper-personalized customer experiences by evolving their traditional CRM platforms to Customer Experience Platforms (CXP) – delivering more virtual and digital interactions that align with customer preferences.

In the transition to be more experience-focused, enterprises are seeking domain-specific and innovative customer experience solutions, and life sciences-specific commercial technology trailblazers are addressing this very need🌐.

Join this discussion as our experts explore customer experience strategies for life sciences enterprises and the pathways for success.

What questions will the event address?

✅ What are enterprises’ top investment priorities as they look to transform their CRM platforms?
✅ What benefits and challenges might enterprises face as they embark on their CXP journey?
✅ Who are some of the niche life sciences-specific commercial technology trailblazers, and what differentiates them?
✅ Who are the top CXP technology providers?

Meet the Presenters

Abhishek Singh

Partner

Durga Ambati

Practice Director

Nordea’s Story: IT Vendor Management Transformation | LinkedIn Live

February 9, 2023

LINKEDIN LIVE

Nordea’s Story: IT Vendor Management Transformation

View the event on LinkedIn, which was delivered live on Thursday, February 9, 2023.

Today, most organizations have recognized the importance of establishing well-oiled IT vendor management departments. Now the challenge lies in maturing and developing those departments to overcome obstacles that arise during day-to-day operations.

In this LinkedIn Live, Everest Group’s analysts are joined by Mihaela Tapu, Head of Supplier Performance Management at Nordea. Listen in to hear how Nordea transformed its IT vendor management function to overcome key obstacles related to compliance, service level management, financial planning, and control to push its organization to the next level.

Our speakers will address the following questions:

✅ What are some of the best practices that have worked to transform vendor management organizations?
✅ Why is it important to have the right technology supplier management organization structure to support this transformation?
✅ What are some of the key learnings from Nordea’s IT vendor management transformation?

Meet the Presenters

David Rickard

Vice President

Everest Group

Ricky Sundrani

Vice President

Everest Group

Mihaela Tapu

Head of Supplier Performance Management

Nordea

Locations and Talent Strategy – Let’s Talk: Nearshoring to Costa Rica

January 25, 2023

LINKEDIN LIVE

Locations and Talent Strategy – Let's Talk | Nearshoring to Costa Rica

View the event on LinkedIn, which was delivered live on Wednesday, January 25, 2023.

Over the last decade, IT-BP services delivery from Latin America (LATAM) experienced a major boost as the location became a sought-after nearshore destination for companies in the US and Canada 🌎. While time zones and cultural similarities have played a significant role in the increase, companies have also discovered lower costs, increased government support, and rising English proficiency📊.

📢In this LinkedIn Live recording, we do a deep dive into Costa Rica and explore the opportunities and challenges of services delivery in this market.

The speakers discuss:

✅ What is the value proposition of Costa Rica for global services delivery?
✅ What is the nature of the talent pool, and what skills are available?
✅ How much cost arbitrage does Costa Rica offer?
✅ What is the on-the-ground experience of players operating IT-BPO delivery centers in Costa Rica?

Meet the Presenters

Sakshi Garg

Vice President

Everest Group

Parul Jain

Vice President

Everest Group

Ana Romero

Lead, Services Sector

CINDE – The Costa Rican Investment Promotion Agency

Christian Rodriguez

Vice President

Bacardi Enterprise Services (BES)

How to Successfully Move to Software-defined Platform Operations | LinkedIn Live

December 1, 2022

LINKEDIN LIVE

How to Successfully Move to Software-defined Platform Operations

View the event on LinkedIn, which was delivered live on Thursday, December 1, 2022.

Software-defined platform operations is a rising trend unlocking immense potential in businesses. It allows businesses to think holistically about how they create value and how that value is measured. The model also accelerates innovation by productizing the dynamics between operations and technology.

This shift to a product and platform-based mindset can produce greater organizational agility and customer focus and achieve goals and value faster. But success requires new recruiting and retention strategies, organization designs, strategic supplier relationships, and ongoing change management.

Join moderator Michael Voellinger, Managing Director at Yates Ltd., with Peter Bendor-Samuel, Founder and CEO at Everest Group, Charlotte Yates, Founder and CEO at Yates Ltd., and Stuart McGuigan, Former Chief Information Officer at Johnson & Johnson, as they explore the path to software-defined operating platforms and the ways in which organizations must learn, adapt, and make new investments.

Our speakers will explore:

✅ How companies can embrace and drive change through a platform mindset
✅ How to implement a new governance structure to support software-defined operating platforms
✅ How to adapt to a different trajectory of investments