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  • Blog
    Aug. 12, 2020

    Companies take different approaches for survival in what now looks to be a protracted and difficult recession caused by the COVID-19 pandemic and global economic crisis. Many want to clean up their balance sheets and focus…
  • Blog
    Aug. 03, 2020

    This is an intriguing time for digital transformation. For the past few years, many companies held back in the extent of digital transformation they were willing to undertake because the change management effort was huge. But…
  • Blog
    July 29, 2020

    Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not providing effective customer service support.…
  • In the News
    July 27, 2020

  • Blog
    July 22, 2020

    We just came out of one of the best economies in history, but we now face a recession brought on by the COVID-19 pandemic crisis. Even if there were a V-shaped curve to the recovery, it…
  • Blog
    July 13, 2020

    I noted in several recent blogs that the COVID-19 crisis increased the need for digital transformation because the crisis brings new value-creation opportunities to businesses, and I explained how to capture those business advantages even in a recession. It necessitates implementing the…
  • Blog
    June 29, 2020

    During the COVID-19 crisis, companies moved nearly all their white-collar workers around the world to work from home. It was an eye-opening experience. Almost universally, executives were surprised that working from home is far more effective…
  • Blog
    June 22, 2020

    There is a huge problem with trying to increase productivity in functions, processes and in business teams. Measurements of productivity look at the efficiency of a task. The assumption: if companies focus on making activities more…
  • Blog
    June 16, 2020

    Three years ago, I wrote some blogs stating that Service Level Agreements (SLAs) are dead. Unfortunately for businesses, SLAs are still around – they’re like zombies. Companies realized for many years that SLAs don’t work. They…
  • Location Spotlight
    June 12, 2020

    Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of competition…
  • Blog
    June 09, 2020

    As economies open up after the initial COVID-19 crisis that forced people to work from home, we see companies exploring the prospect of integrating the work-from-home model as a part of their operations at least for…
  • Blog
    June 03, 2020

    American politician Rahm Emanuel advised, “You never want a serious crisis to go to waste.” As companies begin to exit the COVID-19 crisis, they look at the business world through new eyes. In a recession, they…
  • Blog
    June 01, 2020

    Last Friday, May 29, Wipro appointed Capgemini’s former COO, Thierry Delaporte, as its new CEO and MD. This is an intriguing time for Wipro to change its leadership. The third-party services industry is now at an…
  • Blog
    May 26, 2020

    In my previous blog, I talked about companies needing to structure their IT organizations so they are leaner, more agile and able to constantly use the world’s best coders with the rarest and newest skills that…
  • Blog
    May 18, 2020

    The COVID-19 crisis has resulted in a devastated economy. Executives are looking at their businesses from a recession and retrench mindset, knowing they need to preserve cash. That involves eliminating inefficiencies, and enterprise IT organizations have…
  • Blog
    May 11, 2020

    As individuals or as businesses, any life-changing event results in rethinking our position. In the case of the COVID-19 crisis, it will change the way companies conduct business for a long time, as the crisis revealed…
  • Blog
    May 05, 2020

    To gain – and retain – competitive advantage, enterprises are increasingly tapping their Global Business Services (GBS) centers to build innovative, future-ready capabilities. But what are the characteristics of truly innovative GBS organizations? What sets a…
  • Blog
    May 04, 2020

    Consider what’s now happening at companies that made investments in automation and moving work to the cloud. They’re doing better than others in the COVID-19 pandemic. They’re more flexible under trying conditions. They’re more resilient to…
  • Blog
    April 28, 2020

    The stakes for businesses have rarely been as high as they are now. The global pandemic is upending companies’ existing mindsets, strategies and investments. It’s leading to new decisions about actions and strategies that must occur…
  • Blog
    April 21, 2020

    The crashing global economy caused by the COVID-19 pandemic now wreaks havoc on businesses. But the pandemic eventually will end, and there will be compelling opportunities at that time. As I explained in my prior blog, companies…

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