Category

Webinars

Sourcing Digital: 3 Core Viewpoints For Enterprise Buyers | Webinar

By | Webinars

60-minute webinar on Thursday, March 7, 2019 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST

Download the Presentation

Digital adoption is changing the services marketplace – and procurement and sourcing teams must understand the many implications. With their potential to improve both customers’ and employees’ experiences, digital platforms are quickly becoming today’s lead value driver of outsourcing. In addition to shifting the value proposition, these new platforms are also changing the vendor landscape. Behind the buzz around AI, analytic platforms, customer interactions, and RPA is the big question: How should you buy it? In parts and components? Layers and bundles? Whole box?

From this session, you will:

  1. Understand how the new digital approaches are changing the way enterprises are consuming BPO services, and how providers are delivering them
  2. Learn how peers are buying their digital “platform of platforms” to create new value propositions, including improved process efficiency, user experiences, and business outcomes
  3. Gain insight on the changing vendor landscape informed by our latest research on vendors and market offerings, including the 5 key challenges enterprise face when buying digital

Who should attend, and why?
Enterprises: Executives responsible for pricing strategy, strategic outsourcing, vendor management, as well as business unit executives.

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live delivery) containing the link to session slides and on-demand playback.

Presenters:
Michel Janssen
Chief Research Guru
Everest Group

Shirley Hung
Vice President, Research
Everest Group

The 5 Most Important Global Services Trends For 2019 | Webinar

By | Webinars

Webinar held on Tuesday, February 26, 2019 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST

Download the Presentation

The global sourcing market seems to be increasingly dynamic these days, driven in no small part by the development of disruptive technologies and the resulting transition from an arbitrage-first to a digital-first model. These changes are impacting everything from staffing models to delivery models, contracting terms to relationship governance.

In the context of this accelerating change, our experts will share the 5 most important trends in sourcing today – helping you to understand and focus on those trends that will impact you most. In this fast-paced 60-minute webinar, we will identify the trends, then explain and discuss what they mean for your job, both today and in the future.

Based in part on our Market Vista™ research, we’ll put the developments and trends in context as we cover the key forces and metrics defining the market, highlighting:

  • Key outsourcing trends
  • Market trends in digital adoption
  • Shared Services or Global In-house Center (GIC) market trends
  • Key issues for enterprises in 2019

Who should attend, and why?
Executives looking to understand the key developments across outsourcing transaction trends and their impacts, trends in Shared Services or Global In-house Centers (GICs), and service provider developments.

Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live delivery) containing the link to session slides and on-demand playback.

Presenters:
Michel Janssen
Chief Research Guru
Everest Group

Eric Simonson
Managing Partner – Research
Everest Group

H. Karthik
Partner, Global Sourcing
Everest Group

Is Your Shared Services Strategy Future Ready? 5 Differentiating Talent Capabilities | Webinar

By | Webinars

Complimentary 60-minute webinar held on Thursday, January 31, 2019 | 7 a.m. CST, 8 a.m. EST, 1 p.m. GMT, 6:30 p.m. IST

Download the presentation

Preview of the findings and insights we’ll be discussing:

  • How does your approach to Shared Services (or Global In-house Center) talent create cost, operational, and strategic impact?
  • How do best-in-class GICs acquire talent with niche skills?
  • What supporting programs must you have to develop and retain top talent?
  • How are GICs enhancing their employee value propositions?
  • The bottom line: what is the actual impact of various talent initiatives?

As the accelerating pace of technology disruption impacts every area of the business it’s vital for in-house delivery centers to get their talent strategies right. Some delivery centers are ahead of the curve, adapting with these changes and even assisting their parent organizations to adjust to the changing talent model. This webinar will help senior enterprise executives to understand how different elements of their talent strategy can enhance their delivery centers’ future readiness.

Who should attend, and why?

Offering results from our recent Pinnacle Model™ research on Shared Services (or Global In-house Center) talent, this webinar will equip senior enterprise executives with information they need to leverage their talent strategies to enhance their delivery centers’ future readiness. For example, our research shows that a concentrated focus on delivering strategic impact has enabled Pinnacle Model™ GICs to deliver 1.5X higher satisfaction from their talent programs. And Pinnacle Model GICs are twice as likely to have managed their HR costs at less than 5% than other GICs.

The content is geared to senior enterprise executives: Head of the Global In-house Center (GIC) / Shared Services Center (SSC) / Global Business Service (GBS), Head of Human Resources in GICs/SSCs/GBS, Senior Strategy Executives, Global Sourcing Managers, and parent organization stakeholders focused on GICs / shared services.

Can’t join us live? Register anyway!

All registrants will receive an email (typically within 1-2 business days of the live delivery) containing the link to session slides and on-demand playback.

Presenters:

Michel Janssen
Chief Research Guru
Everest Group

Rohitashwa Aggarwal
Practice Director
Everest Group

Alok Singh
Senior Analyst
Everest Group

Enterprise Key Issues in Global Sourcing: Exposing Disconnects and Unlocking Opportunities | Webinar

By | Webinars

Complimentary 60-minute webinar held on Thursday, December 13, 2018 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST

Download Now

Preview of the findings and insights we’ll be discussing:

  • Talent – finding, retaining, upskilling/reskilling – is a hot topic; we’ll share insights into the real business impact of the talent challenge
  • Business growth is also top of mind among our survey respondents, but which growth challenges are having outsized impact
  • While cost reduction remains a high priority, it’s not in the top two value propositions for outsourcing – we’ll reveal and discuss the highest priorities and their impact on your business
  • In a recent survey, providers indicated their top technology investments are RPA and AI/cognitive … but those don’t match enterprises’ top investment priorities – we’ll discuss the mismatch and what it means

2018 will certainly go down as a year of high anxiety – from geopolitical unrest (domestic and global) to industry competition to general business conditions, it’s been a nail-biter! We will share results from our recent study of enterprise key issues and provide related insights to help you make sense of the current outsourcing climate, as well as make prudent investment decisions toward tangible results in 2019.

Who should attend, and why?

This webinar will offer results from our recent market survey with enterprises on their 2018 challenges and successes, as well as their expectations and concerns for 2019. We’ll offer our insights into how to take advantage of market conditions to set yourself up for a successful 2019!
The content is geared to senior executives –
Enterprises: Executives responsible for pricing strategy, strategic outsourcing, vendor management, as well as business unit executives

Presenters:

Michel Janssen
Chief Research Guru
Everest Group

Eric Simonson
Managing Partner
Everest Group

Salil Dani
Vice President – Global Sourcing
Everest Group

 

Building the Digital Bank of the Future: The Emerging Role of Quality Assurance | Webinar

By | Webinars

Wednesday, December 5, 2018 | 11:00 a.m. EDT | Hosted by Cognizant with featured speaker, Chirajeet Sengupta, Partner, Everest Group

Register Now

Banking will remain relevant in the coming years, but banks as we know them may not. This is due to a new consumption paradigm, compelling banks to pivot from banking-as-a-product to banking-as-a-lifestyle.

As banks evolve beyond selling products to selling experiences, they must assure these experiences under their brand. Enterprise QA must therefore transform itself from a monolithic function to one that can orchestrate a heterogeneous ecosystem of processes, assets and talent beyond the bank.

Join this webinar discussion on how the digital imperatives for banks are transforming enterprise QA.

Guest Speaker

Chirajeet Sengupta, Partner, Everest Group

Register to attend

Working with an Outdated Pricing Model? Discover the Latest in Outsourcing Pricing | Webinar

By | Uncategorized, Webinars

Complimentary 60-minute webinar held on Thursday, November 29, 2018

 

Intriguing research findings we’ll address:

  • Enterprises are moving away from input-based pricing in both BPO and ITO contracts … but how, what, why, when and where? We’ll share the details
  • One of the key drivers of positive business outcomes is who initiated the move to outcomes- and outputs-based pricing, but we’ll share which initiators drive the most improvement (by a 2:1 margin)
  • The reasons for the pricing model transition are not surprising (cost savings and customer satisfaction), but the variation in results for high-impact and low-impact may surprise you

Automation truly is changing literally everything about service delivery, including pricing models. If your pricing metrics haven’t been updated recently, you’re working with outdated pricing models and not getting the optimum value from your outsourcing contracts.

Who should attend, and why?

This webinar will offer results from our recent market survey on outsourcing pricing trends coupled with our insights into what pricing model trends mean for you and how to take advantage of them to drive business impact.
The content is geared to senior executives –
Enterprises: Executives responsible for pricing strategy, strategic outsourcing, vendor management, and business executives

Presenters:

Michel Janssen
Chief Research Guru
Everest Group

Shirley Hung
Vice President
Everest Group

Abhishek Sharma
Partner
Everest Group

Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience? | Webinar

By | Webinars

Complimentary 60-minute webinar held on Thursday, November 15, 2018 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST

Download-View Presentation

Questions we’ll address:

  • How do Pinnacle Enterprises leverage Contact Center Outsourcing (CCO) to drive a better customer experience, and what uptick in business impact do they realize?
  • What key practices and capabilities do Pinnacle Enterprises deploy to realize higher business impact?
  • How do Pinnacle Enterprises’ expectations of, and engagement with, CCO providers differ from other enterprises, and how is that improving results?

Pinnacle Enterprises™ have achieved 2.4X improvement in customer satisfaction, through their CCO provider engagements, compared to other enterprises. In the webinar, we will discuss Pinnacle – or best-in-class – strategies for leveraging their CCO relationships to drive better business outcomes. By expanding scope of traditional CCO relationship into broader Customer Experience Management (CXM) services, Pinnacle Enterprises™ have transformed it into a strategic differentiator rather than a cost center. This webinar provides insights into the leading CXM models, practices, and capabilities that contribute most to business impact, based on our Pinnacle Model peer research.

Who should attend, and why?
This webinar will offer market-tested insights into how organizations can effectively leverage COO to deliver a better customer experience … and ultimately business impact.
The content is geared to senior executives –
Enterprises: Heads of CXM, Heads of Contact Center, Global Sourcing Managers, Heads of Outsourcing, IT/BPO Strategy Heads, Vendor Managers
Service Providers: CXM/CCO practice head, Senior BPO and CXM/CCO sales executives

Presenters
Michel Janssen
Chief Research Guru
Everest Group

Shirley Hung
Vice President
Everest Group

Skand Bhargava
Practice Director
Everest Group

 

Next-Generation Infrastructure – The Backbone of Your Digital Transformation | Webinar

By | Webinars

Complimentary 60-minute webinar held on Wednesday, November 7, 2018 | 11 a.m. PST, 1 p.m. CST, 2 p.m. EST

Download Presentation

Infrastructure is the backbone of every digital transformation, enabling all the technologies that power the digital era. The success of your enterprise’s business strategy will increasingly depend on next-generation infrastructure advances that cost effectively deliver new capabilities and free up IT talent.

In this fact-based, example-rich session, we will share insights we have gathered from research with more than 100 enterprises across 10 industries about which infrastructure practices and capabilities produce superior outcomes – business, operational, and cost. You will learn how these insights translate into actionable steps enterprises can take to increase the business value enabled by next-generation infrastructure.

Questions we’ll address:

  • What are the driving factors behind the infrastructure strategies of companies on successful digital transformation journeys?
  • What are some examples of how business strategy is directly impacted by infrastructure strategy?
  • How are enterprises addressing the funding challenges of transforming their infrastructure to the next generation?

Who should attend, and why?
Enterprises: CIOs, CTOs, CDOs, and VPs of IT from all industries who are wrestling with developing and executing infrastructure strategies that drive business value in their digital transformations.

Presenters
Cecilia R. Edwards
Partner
Everest Group

Mark Lade
Associate Partner
Everest Group

Brian Blumer
Senior Consultant
Everest Group

Set Your New Year’s Resolutions for Successful Automation Program in 2019 | Webinar

By | Webinars

Thursday, October 25, 2018 | 2 p.m. EST | Hosted by IBM with featured speaker, Sarah Burnett, EVP and Distinguished Analyst, Everest Group

Register Now

Automation is on every enterprise’s agenda but many are struggling to make their vision a reality. Others are challenged keeping that vision up to date in a rapidly changing technological landscape. Sound familiar? Join this webinar to find out how to avoid an automation horror story and get a jump start on your 2019 New Year’s Resolutions for an accelerated automation journey.

Two leading automation experts have teamed up: Elli Hurst from IBM Automation’s Global Services team and Everest Group’s Sarah Burnett, a leading automation technology analyst, will discuss the challenges facing clients who are seeking enterprise-wide, intelligent automation, and provide some practical guidance on tackling those challenges.

Guest Speaker

Sarah Burnett, EVP and Distinguished Analyst, Everest Group

Register to attend

Is Your Shared Services Center / GIC Driving the Digital Agenda? | Webinar

By | Webinars

Complimentary 60-minute webinar held on Tuesday, October 16, 2018 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

DOWNLOAD THE PRESENTATION

Questions we’ll address:

  • For what kinds of digital initiatives are enterprises leveraging the shared services / GIC model?
  • How are shared services / Global In-house Centers (GICs), and corporate digital teams working together?
  • What supporting programs should you implement to develop and retain top digital talent?
  • How much are organizations investing in digital initiatives, and are they satisfied with their investments?

Businesses around the globe are exploring and adopting digital services at a record pace, driven by changing consumer demands, emerging disruptive technologies, evolving regulations, and increasing cost/margin pressures. Many organizations are finding that their shared services centers / GICs are ideally positioned to orchestrate their digital services management and development, enabling tight integration between the delivery center(s) and the core business while also ensuring optimal growth.

Who should attend, and why?
This webinar will offer real-world insights into how organizations can effectively leverage their delivery centers for digital enablement.

The content is geared to senior enterprise executives – CIOs, CTOs, Chief Digital Officers, Heads of the Global In-house Center (GIC) / Shared Services Center (SSC) / Global Business Service (GBS), Senior Strategy Executives, and Global Sourcing Managers.

Presenters
Michel Jannsen
Chief Research Guru
Everest Group

Rohitashwa Aggarwal
Practice Director
Everest Group

Parul Jain
Senior Analyst
Everest Group

Moderator
Alan Wolfe
Senior Vice President
Everest Group