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  • Provider Profiles
    Dec. 17, 2020

    The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their…
  • State of the Market
    April 14, 2021

    The global COVID-19 pandemic has not only changed the way we interact, but also the way money moves. The pandemic has accelerated the digitalization of payments and prompted consumers and businesses to rely on digital and…
  • Provider Compendium
    June 29, 2019

    The Finance and Accounting Outsourcing (FAO) Service Provider Profile Compendium 2019 provides accurate, comprehensive, and fact-based snapshots of service providers in the multi-process FAO market. The study provides a detailed profile of each FAO service provider…
  • Thematic Report
    Jan. 12, 2021

    Our unique Key Issues in Global Sourcing reports are based on annual surveys that capture the pulse of the market on major aspects of the global sourcing industry. This report presents the results of a study…
  • State of the Market
    Dec. 24, 2020

    Organizations are shifting focus from traditional marketing models to digital and data-driven marketing. This shift, caused by the global digital disruption, has created a new market with multiple service providers emerging and attempting to capture market…
  • State of the Market
    Dec. 01, 2020

    The Customer Experience Management (CXM) outsourcing market in Europe, Middle East, and Africa (EMEA) has steadily grown over the last few years, driven by increased adoption of digital services across verticals and regions. However, COVID-19-induced restrictions…
  • Thematic Report
    March 10, 2021

    While global enterprises leverage different sourcing models to suit their objectives and requirements, the Global Business Services (GBS) model continues to be an integral component of the enterprise sourcing strategy. Building on their success over the…
  • Thematic Report
    July 30, 2021

    Banking, Financial Services, and Insurance (BFSI) firms are under increasing pressure to operate sustainably and be mindful of their economic, social, and environmental impact. Regulatory push, changing demographics, risk mitigation, and surge in brand equity have…
  • Thematic Report
    Dec. 01, 2020

    The COVID-19 crisis has led to a marked shift in how work is carried out. As the coronavirus pandemic spread globally in early 2020 and governments ordered nationwide shutdowns, companies swiftly began to move their employees…
  • Viewpoint
    Jan. 21, 2021

    The traditional mortgage lending process has been long due for transformation. Even with breakthroughs in customer service, customer experience continues to present a challenge. It is, in fact, one of the main differentiators for lenders. Several…
  • Provider Profiles
    Jan. 08, 2021

    The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their…
  • Thematic Report
    July 12, 2019

    Mounting digital transformation pressures and changing consumer preferences are disrupting the current financial services landscape. Buyer needs in this evolved setup are changing, leading to a shift in expectations from the service providers. Although traditional factors…
  • Thematic Report
    Dec. 24, 2020

    Our unique Key Issues in Global Sourcing reports are based on annual surveys that capture the pulse of the market on major aspects of the global sourcing industry. This report presents the results of a study…
  • Thematic Report
    Dec. 24, 2020

    Our unique Key Issues in Global Sourcing reports are based on annual surveys that capture the pulse of the market on major aspects of the global sourcing industry. This report presents the results of a study…
  • Thematic Report
    Dec. 18, 2020

    Most banks have not been able to fulfill customer expectations in terms of delivering a superior customer experience. Banks have been inclined to treat customer experience as more of a compliance tick-in-the-box exercise than a useful…
  • Provider Compendium
    Dec. 11, 2020

    Revenue Cycle Management (RCM) Operations – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 26 RCM operations service providers. It offers a detailed profile of each RCM service provider – with a comprehensive…
  • PEAK Matrix®
    April 19, 2021

    Intelligent Document Processing (IDP) products find a wide variety of uses in classifying and extracting information from structured, semi-structured, and unstructured documents by leveraging AI technologies such as Optical Character Recognition (OCR), computer vision, Natural Language…
  • Thematic Report
    March 12, 2021

    Technology vendors emerged as true strategic partners to enterprises during COVID-19 in terms of helping them navigate the pandemic’s impact. These partnerships increased overall satisfaction levels by 21% in 2019 and 2020, versus a drop in…
  • Thematic Report
    Nov. 20, 2020

    Market Vista™ report highlights the key trends and developments in the fast-evolving global offshoring and outsourcing market. The study captures the key developments across outsourcing transaction trends, health of GBS centers, location risks and opportunities, and…
  • Viewpoint
    Dec. 07, 2020

    The COVID-19 pandemic caused multiple disruptions across global supply chains, including production disruptions and supply discontinuities, thereby exposing multiple shortcomings in traditional Supply Chain Management (SCM) practices. These weaknesses include a fragmented technology architecture, inefficient capacity/resource…

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