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Webinars

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

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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

 

Key Elements of a Shared Services / GIC Setup | On-Demand Webinar

By | Webinars

Originally presented live on Thursday, December 6, 2018

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This 25-minute on-demand webinar is the first in a series of brief, targeted sessions designed to help service delivery leaders set up leading, effective, and successful delivery centers.

This must-see session addresses how to:
• Articulate business objectives, the center’s role, and its anticipated business impact
• Evaluate setup options, including location, talent model, and commercial & legal options
• Prepare and assess the business case for the center
• Develop the implementation blueprint, including the timeline and sequencing of activities, vendor selection and coordination, and operating and governance models

Who should view, and why?
The content is geared to senior enterprise executives, including: leaders responsible for strategic outsourcing, transformation, and project management, as well as business unit executives.

Presenters:
H. Karthik
Partner, Global Sourcing
Everest Group

Marvin Newell
Partner, Consulting
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

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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

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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

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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

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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

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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

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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

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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

Human + Tech: Impact of Emerging Technologies on Integrated Services Delivery | Webinar

By | Webinars

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

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Questions this session will address:

  • How is technology impacting the nature of global services jobs?
  • What job roles are likely to be most impacted by technology, and how might technology impact them?
  • Which job roles are likely to have increased human involvement?
  • What are the imperatives for companies to succeed in a HUMAN + TECH paradigm?

As emerging technologies continue to transform the face of global services delivery, the debate over its impact rages on, with many prognosticating mass unemployment as robots “steal” jobs from humans. But we have a different take: we think the major impact of technology will be on the nature of the work, not the number of jobs. Call us hopelessly optimistic, we but believe that human leverage of technology (HUMAN + TECH) will help to create fundamentally new forms of value.

Join us for a lively panel discussion with enterprise and service provider delivery leaders who are wrestling with these very issues, and learn how they have structured their delivery programs and (human) staff to take full advantage of the benefits of thinking HUMAN + TECH, not human vs. tech.

Who should attend, and why?
This session will help guide Heads of Global In-house Centers / Shared Services Centers / Global Business Services; senior executives from Workforce Planning and Strategy groups; Heads of support functions (e.g., IT, HR, Corporate Finance, Quality); and Delivery / Support Function Managers and Senior Managers in thinking about how they might leverage technology to create fundamentally new forms of value in their organizations.

Panelists
Benedict Hernandez
Intelligent Operations Lead for the Philippines, China, Malaysia, and Japan
Accenture

David Palmieri
Head of Global Delivery Center Operations
Experian

Chris Rogers
Head of Facilitated Services and Transformation, Global Business Services
Standard Chartered GBS

Moderator
H. Karthik
Partner
Everest Group

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Contracting for Agile: Lessons From the Trenches in Sourcing Agile Development | Webinar

By | Webinars

Complimentary 60-minute webinar to be held on Thursday, September 27, 2018 | 9 a.m. CDT, 10 a.m. EDT, 3 p.m. BST, 7:30 p.m. IST

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Questions we’ll address:

  • Is broad-based adoption of Agile Development real or hype?
  • How does Agile impact the delivery model for outsourced services?
  • How do pricing models need to evolve to capture value from Agile?
  • How do Terms & Conditions for Agile contracts need to change to minimize risk and maximize value?
  • What are some best practices to consider when negotiating and managing Agile contracts?

As frequent delivery and customer satisfaction become the new currencies for IT organizations, a greater number of enterprises are embracing Agile and DevOps methodologies to rapidly deploy useful software. As traditional, Waterfall-based contracts are unable to manage the ambiguity and complexity related to Agile, the increase in Agile adoption is causing sourcing groups to reassess outsourcing contract templates.

Who should attend, and why?
This webinar will provide Strategic Outsourcing & Vendor Management groups with practical insights for structuring and negotiating Agile contracts.

Presenters
Jimit Arora
Partner
Everest Group

Abhishek Sharma
Partner
Everest Group

Moderator
Alan Wolfe
Senior Vice President
Everest Group