Practical Insights: Tips for Managing and Optimizing Service Delivery in Latin America PLUS a 3rd Quarter Market Vista™ Update

By | Webinars

Tuesday, November 14th, 9am CST/Costa Rica, 10am EST/Colombia, 3pm GMT, 8:30pm IST

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Many North America-based enterprises and service providers acknowledge and appreciate the strengths of Latin American service delivery, but also consider the challenges around geopolitical and macroeconomic risk as well as talent constraints for next generation skills.

Join us for an insightful one-hour webinar where our panelists will share their practical experiences of balancing these risks with the rewards of service delivery from LATAM. They will address the following questions:

  • How do different delivery locations in the region stack up against each other and globally?
  • What are the key factors impacting global sourcing in LATAM?
  • What has been the experience of global firms in supporting service delivery? Does it vary by global vs. regional work?
  • What are the key perceived risks in LATAM? Which of these perceived risks translate into higher risks for global service delivery?
  • What is the expected role of LATAM for both mature adopters and new entrants?
  • Which types of digital services can be best supported from Latin America?


Rodrigo Cal, Director – CSC Bridgestone, San José Costa Rica
Gonzalo Arias Echeverria, Former General Manager – Diageo Enterprise Operations, Bogota, Colombia
Mario Tucci, Co-founder – MVD Consulting Uruguay
H. Karthik, Partner, Global Sourcing – Everest Group
Salil Dani, Vice President, Global Sourcing – Everest Group

Who should listen?
Enterprises, GICs, and Service Providers: C-level executives, VPs, and decision-makers looking to support service delivery from Latin America

Country Associations and Investment Promotion Agencies: Senior executives who are looking to better articulate the value proposition of locations in Latin America

Anyone who needs to stay on top of key trends specific to global services industry and Latin America as part of their strategic role

Accelerate the impact of digital in your enterprise: learn what Pinnacle Enterprises™ are doing

By | Webinars

Wednesday, November 8th, 9 AM CST, 10 AM EST, 3 PM GMT, 8:30 PM IST

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Implementing a digital strategy is no longer optional, but a necessity to stay competitive in today’s rapidly evolving market. Enterprises now find they must adopt a digital strategy, which includes making significant investments in new and advanced technologies to stay competitive and deliver innovative services to their customers.

However, many of these enterprises do not have one, consistent digital strategy throughout their organization to guide their digital investment decisions. Hence, their investments do not share a common goal and don’t deliver the desired returns.

Join this webinar to gain insights on what differentiates Digital Pinnacle Enterprises from their peers, so you can begin to understand how to define your journey in successfully implementing a holistic digital strategy.

During this one-hour webinar, you will find answers to the following questions:

  • What are Digital Pinnacle Enterprises?
  • What differentiates Digital Pinnacle Enterprises from others?
  • What business outcomes and capabilities do Digital Pinnacle Enterprises have to differentiate themselves?
  • How do they overcome barriers to digital adoption?
  • What are the key focus areas and how do they spearhead innovation?


Michel Janssen, Chief Research Guru – Everest Group
Cecilia Edwards, Partner – Everest Group
Gunjan Gupta, Practice Director, Information Technology Services – Everest Group

Who should attend?
Enterprises: CIO, CTO, CEO, CDO, CMO, senior executives from application and digital organizations, and senior marketing executives

Service Providers: head of digital teams as well as managers, senior sales executives from digital division

Are You Ready for Disruptions in Your Delivery Locations Strategy? Shaping Your Business and Talent Needs for the Future

By | Webinars

Tuesday, October 24th, 7:30 PM IST, 3 PM BST, 10 AM EDT, 9 AM CDT

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Enterprises and service providers are up against unprecedented disruptions as they strive to optimize their delivery locations strategy. A fundamental transformation will be required to align your strategy with rapidly shifting market expectations, delivery models, and talent demands.

Join us as we look into the future of delivery locations strategies, and share our predictions on the roles that various regions/countries will play in your portfolios over the coming years.

During this one-hour webinar we will focus on:

  • The various forces of disruption that are driving enterprises to transform their global service delivery
  • The fundamental ways service delivery is changing and the challenges it imposes on talent models
  • Best practices in locations strategy to bring about a wider delivery transformation
  • Predictions about the future of locations strategy and the roles different regions/countries will play
  • Key trends and shifts in the delivery locations landscape including new center set-up activity, sourcing models, and key functions delivered


Anurag Srivastava, Vice President, Global Sourcing – Everest Group
Prashray Kala, Practice Director, Global Sourcing – Everest Group

Who should attend?
Enterprise and service provider executives overseeing global services delivery, global sourcing, talent, locations strategy, in-house centers, and global delivery centers that are interested in key developments and trends related to service delivery locations strategy.

Automation Unchained | Webinar

By | Webinars

Wednesday, October 11, 2017 | 1:00 p.m. – 2:00 p.m. EST

Research VP and automation expert Sarah Burnett will co-lead a EdgeVerve-hosted webinar on a holistic approach to enterprise automation.

As most enterprises are awakening to the presence of robots in their midst, they are also exploring various engagement models – the one which can deliver best value, drive costs down and also enhance the customer experience. Piece meal or Wholesome? This webcast explores the best approach that enterprises can take when engaging with service providers for automating some of the most important and crucial processes within the organizations using some industry examples and best practices.

Join this session to discover how enterprises should approach automation for optimal success.

register for the webinar

Impact of Digital on the Future of Business Process Services (BPS) Industry – What, Where, and How? | Webinar

By | Webinars

Tuesday, October 10th, 7:30 PM IST, 3 PM BST, 10 AM EDT, 9 AM CDT

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Digital has emerged as the biggest disruptive force challenging existing business models and shaping the new ones. The BPS industry is no exception. However, most studies in this space have taken an overarching view rather than unraveling the specifics in terms of clearly identifying various digital components and their maturity, and quantifying their likely impact on BPS segments individually and collectively.

During this one-hour webinar we will focus on:

  • “The WHAT”: What digital technology levers are most critical for the BPS industry and will that change in the future?
  • “The WHERE”: Which segments of BPS industry will be most impacted in the next few years and why?
  • “The HOW”: How deep will be the impact in terms of future market size and growth?
  • Implications of these changes on your business and sourcing model


Michel Janssen, Chief Research Guru – Everest Group
Rajesh Ranjan, Partner – Everest Group

Who should attend?

  • Service providers: CEOs, CXOs, BPO strategy heads, head of outsourcing, IT/BPO department heads, senior pre-sales and sales executives, and solution teams and leaders
  • Buyers: BPS/BPO relationship owners and sponsors, procurement managers, global sourcing mangers, vendor managers, and GIC/shared service leaders

AHIP: Driving Value with a Comprehensive Cost Management Strategy | Webinar

By | Webinars

Thursday, September 28, 2017 | 2:00 p.m. – 3:00 p.m. ET

Partner Jimit Arora will co-lead a webinar hosted by America’s Health Insurance Plans (AHIP) and presented by Optum on developing a comprehensive cost management strategy to drive greater value.

About the webinar
Membership and revenue growth are being offset by rising medical and administrative costs. As a payer seeking sustainable growth, you need to deliver member and patient value at a lower total cost. This panel discussion is designed to get payers thinking bigger, broader and deeper when it comes to driving greater value. Research shows that payers leave a lot of value on the table when they manage IT, operations, and medical costs separately. With a comprehensive cost of care strategy, they can achieve breakthrough value AND cost savings.

Attendees will learn:

  • Best practices to achieving higher quality of care at a lower cost
  • How to operationalize a comprehensive cost of care strategy
  • Bold moves you need to take and steps to get started

Who should attend
Those who are interested in driving value through modernizing the way care is delivered while reducing total cost of ownership. This topic is particularly beneficial to the payer COO, CIO, CFO, and EVP/SVP/VP of Operations

Jimit Arora, Partner, Everest Group
Eric Peterson, Vice President, Health Care Operations Marketing, Optum
Robert Adams, Vice President, Optum Advisory Services

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Changing Landscape of Global Outsourcing | Webinar

By | Webinars

Tuesday, September 26, 2017 | 9:30 a.m. CDT

Everest Group’s H. Karthik, Partner, will be a featured speaker at the Bloomberg Professional BI Analyst Briefing webinar: Changing Landscape of Global Outsourcing.

Topics discussed during the webinar will include:

  • Impact of digital disruption on global services
  • Industry forecast and growth outlook
  • Increased investments by offshore IT services companies in high-cost countries
  • Robotic process automation and its impact on growth and profitability in the industry

Join this session to learn about the changing landscape of Global Sourcing and how it will impact the offshore IT services industry.

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Evolution of Robotic Process Automation (RPA) | Webinar

By | Webinars

Thursday, September 21, 2017 |1 p.m. – 2:00 p.m. EST

Research VP and automation expert Sarah Burnett will lead a NICE-hosted webinar on the evolution of Robotic Process Automation.

Driven by significant product innovation over recent years, RPA has evolved from tactical to strategic. With the Evolution of RPA, organizations are looking for step-change improvements in service delivery to create additional efficiencies, but also to enhance service quality and capabilities. Robotic Process Automation, Cognitive tools, and others are now providing great promise, but what can they truly deliver?

Join this session to discover the evolution of Robotic Process Automation and what it means to your organization.

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Are You Ready for the Digital Evolution? How Technology is Impacting Talent Acquisition

By | Webinars

Wednesday, August 30, 2017 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

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“Digital” is the new disruptor in global business, and new technologies are profoundly impacting all forms of business operations. However, the full impact of Digital in Talent Acquisition remains to be seen. This webinar highlights how both enterprises and service providers should approach the digital evolution when preparing their contingent and permanent talent acquisition strategies.

During this one-hour webinar we will focus on:

  • Defining digital in the talent acquisition space
  • The impact of a digital transformation on process efficiency, candidate and hiring manager experience, and workforce planning and strategy
  • Reimagining the talent acquisition process chain


Arkadev Basak, Practice Director – Business Process Services
Vishal Gupta, Practice Director – Business Process Services

Who should attend?

  • Enterprises: CHROs, CPOs, talent acquisition heads, HR/talent acquisition/procurement managers responsible for permanent and/or contingent talent acquisition, RPO/MSP relationship owners, global sourcing mangers, and vendor manage
  • Service Providers (Primarily MSPs, also RPO providers):  CEOs, heads of contingent workforce division, heads of services procurement practice, heads of permanent hiring practice, chief strategy officers, technology/innovation heads, senior executives in procurement, contingent hiring, and permanent hiring practice

Is the New World [Dis]Order Driving U.S. Domestic Sourcing? Market Vista™ 2Q17 | Global Services Market Update

By | Webinars

Thursday, August 17, 2017 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

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As most of us know first hand, the global services industry is in the midst of interesting times. Disruptions, such as digital technologies, regulatory changes, and geo-political dynamics are challenging the way services are delivered as well as consumed.
Listen to this webinar to learn more about these challenges and how multiple startups have emerged to fill the innovation gaps with new solutions and platforms.

During this one-hour webinar we focus on:

  • The increasing adoption of domestic sourcing
  • Current trends in domestic sourcing
  • Practical experiences of managing domestic sourcing
  • Highlights of the global services market in 2Q2017


Eric Simonson, Managing Partner – Research Practice
Michel Janssen, Chief Research Guru – Research Practice
Salil Dani, Vice President – Global Sourcing
Sakshi Garg, Practice Director – Global Sourcing

Who should attend?

  • Enterprises: C-level and VPs of enterprises engaged in delivery location strategy and location portfolio optimization; decision-makers involved in sourcing model selection; and executives seeking insights delivery and talent strategies in a disrupted world
  • Service Providers:  C-level and VPs of service providers wanting to understand delivery and talent strategies in a disrupted world, as well as those seeking insights on the global services market’s latest developments
  • Startups: CEO, CTO, and senior sales & marketing executives
  • Investors: Everybody wanting to understand the latest developments in the global services market