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State of the Market
July 06, 2018

Manu Aggarwal

Partner

Akanksha Pathak

Senior Analyst

Banking BPO Annual Report 2018: Digital Transformation or Digital Washing: Looking Beyond the Hype

The push towards digital transformation becoming a priority for most of the banks has come from the need to find efficient ways to address the existing challenges in the industry, such as cost pressure, eroding top…
PEAK Matrix®
June 27, 2017

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

The global CCO market grew at ~3% to reach US$78-80 billion in 2016. The year 2016 continued to witness the move toward digitalization, which has had a profound impact on the buyer requirements. The last 12-18…
PEAK Matrix®
June 30, 2017

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

IT Outsourcing in Global Banking – Service Provider Landscape with PEAK Matrix™ Assessment 2017 and Profiles Compendium

The banking industry is undergoing transition, triggered by rapidly-changing customer demands, challenging operating environment, and disruption in technologies. Banking in the future will no longer be dependent on branches and will be ubiquitous through multiple digital…
PEAK Matrix®
June 30, 2017

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

IT Outsourcing in Global Capital Markets – Service Provider Landscape with PEAK Matrix™ Assessment 2017 and Profiles Compendium

Uncertainty in the geopolitical and macroeconomic environment, changing regulatory landscape, sluggish growth, and threat from next-generation financial technology firms (FinTech’s) revolutionizing customer experience and offering differentiated services are the key challenges being faced by capital markets…
PEAK Matrix®
June 19, 2018

CJ Sengupta

Managing Partner

Yugal Joshi

Partner

Ashwin Venkatesan

Vice President

Mukesh Ranjan

Vice President

Digital Workplace Services – Market Trends and PEAK Matrix™ Assessment: Enterprise’s Wish is Not Service Provider’s Command!

There is significant confusion in the market in terms of what the digital workplace entails. Many enterprises are misled into adopting a workplace service model with second-generation, cost effectiveness-centric solutions, overlaid with a veneer of next-generation…
PEAK Matrix®
June 28, 2018

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Pranati Dave

Vice President

Supratim Nandi

Practice Director

Insurance Application Services: Digital Enablement Spend Fuels Market Growth – Services PEAK Matrix™ Assessment 2018

The insurance sector is on the cusp of a massive transformation, driven by investments in digital enablement themes such as automation, cloud, data management & analytics, Artificial Intelligence (AI), and Internet of Things (IoT). Alone and…
State of the Market
July 24, 2018

CJ Sengupta

Managing Partner

Yugal Joshi

Partner

Ashwin Venkatesan

Vice President

Udit Singh

Vice President

AI Stands to Make IT Infrastructure Services “Invisible”

About 72% of the enterprises cite IT infrastructure services as a key hurdle in becoming a digital first enterprise. Most enterprises believe their infrastructure services are not moving fast enough to support and drive the future…
State of the Market
June 18, 2018

Yugal Joshi

Partner

Application Services – Annual Report 2018: The Future of Architecture is Intelligent

Enterprises have always been challenged by the burden of legacy systems, which hinders their ability to become digital. The situation is exacerbated by enterprises’ disregard for and the neglect of their software architectures, which form the…
State of the Market
April 13, 2018

Shivani Mudgil

Senior Manager

Sauban Nafees

Senior Manager

Market Vista™: 2017 Year in Review and Outlook for 2018

The report, Market Vista™: 2017 Year in Review and Outlook for 2018, gives an overview of the developments that took place in the global services industry in 2017. The report highlights key trends and drivers pertaining…
PEAK Matrix®
June 15, 2018

Jimit Arora

Chief Executive Officer

Abhishek Singh

Partner

Nitish Mittal

Partner

Life Sciences Digital in North America – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The Life Sciences (LS) industry is now beginning to look at digital transformation seriously. With the advent of omni-channel information through IoT devices, mobility, and social media, consumers are gaining access to innovative ways of managing…
PEAK Matrix®
March 29, 2018

Manu Aggarwal

Partner

Robin Jain

Practice Director

Banking BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The banking BPO landscape is quite mature, with most clients, especially those in the United States and the United Kingdom, having a high degree of comfort with outsourcing. They are increasingly looking to service providers to…
State of the Market
March 28, 2018

Manu Aggarwal

Partner

Ankur Verma

Vice President

Naman Sharma

Healthcare Provider Market: Addressing Issues Beyond Value-Based Care | What Healthcare Providers Need to do to Address Myriad of Challenges

A majority of the healthcare providers in the United States suffered financial decline in 2017. Shift towards value-based care system is one of the key factors affecting health of hospitals; however, health networks' pain points vary…
Thematic Report
March 01, 2018

Abhishek Singh

Partner

Nitish Mittal

Partner

Manu Aggarwal

Partner

Ankur Verma

Vice President

Healthcare Report Card 2017 – Enterprise Initiatives and Service Provider Performance

The United States healthcare market experienced a tectonic shift in 2017, with President Trump’s (thus far unsuccessful) pursuit to repeal the Affordable Care Act (ACA) and replace it with a new law. Given the uncertainty of…
Provider Compendium
March 06, 2018

Manu Aggarwal

Partner

Arushi Diwan

Senior Manager

Mortgage BPO Service Provider Profile Compendium 2018

The mortgage BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 12 service providers in the market. These include Accenture, , Cognizant, Mphasis-Digital Risk, Firstsource, Genpact, HCL, Infosys, Intelenet, Sutherland Global Services, TCS,…
State of the Market
Dec. 15, 2017

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Insurer of the Future: Insurance ITO Annual Report 2018

Insurers are under immense profitability pressures due to macroeconomic factors, modest premium growths, increase in catastrophic losses, and rise in customer service & technology expenses. The emergence of global connected ecosystems, disruptive business models, sharing economy,…
PEAK Matrix®
Dec. 18, 2017

Jimit Arora

Chief Executive Officer

Ronak Doshi

Partner

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Identifying Strategic Partners for Change – Digital Services in P&C Insurance Services PEAK Matrix™ Assessment 2018

Competition in the Property and Casualty (P&C) insurance sector is intensifying, as new entrants, evolving customer expectations, technological innovations, and growing popularity of intermediated distribution networks threaten to disrupt established business models. Although the traditional insurance…
PEAK Matrix®
Nov. 30, 2017

Ankur Verma

Vice President

Manu Aggarwal

Partner

Healthcare Provider BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2017

Rising administrative cost is putting significant pressure on the profitability of healthcare providers. Additionally, the entire healthcare provider industry is also facing headwinds from market shift towards value-based payment models. Both these megatrends have multifold impact…
PEAK Matrix®
Dec. 05, 2017

Manu Aggarwal

Partner

Mortgage BPO – Service Provider Landscape with Services PEAK Matrix™ Assessment 2017

Mortgage BPO stands out as one of the largest submarkets within banking BPO. As regulatory bodies continue to increase their oversight on mortgage activities of banks, the role of BPO has been gaining greater significance in…
PEAK Matrix®
Dec. 15, 2017

Aaditya Jain

Partner

Archit Mishra

Senior Analyst

Ronak Doshi

Partner

Navigating from Front to Back – Digital Services in Consumer Banking with Services PEAK Matrix™ Assessment 2018 and Profiles Compendium

As banks gear up to capitalize on the next generation of the digital wave and compete with non-traditional players, they need to align with digital-first operating models, adopt cutting-edge technologies, and foster new digital-savvy culture. To…
PEAK Matrix®
Dec. 11, 2017

CJ Sengupta

Managing Partner

Yugal Joshi

Partner

Ashwin Venkatesan

Vice President

Mukesh Ranjan

Vice President

Cloud Enablement Services – Market Trends and Services PEAK Matrix™ Assessment 2018: Containers and SDI Gathering Steam

Cloud is increasingly becoming an integral part of global services engagements. A majority of enterprises today believe that cloud is the bedrock of their digital business. As a result, public, private, and hybrid cloud adoption is…

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