Tag: customer service

Talent Shortage Expected to Hamper Innovation, Customer Service in 2019, According to Everest Group Report | Press Release

Firm to share research findings on enterprise key issues and offer insights, recommendations on outsourcing.

Talent challenges are starting to create real hardship for enterprises—hampering innovation, delaying implementation of critical projects, and adversely impacting customer service—according to the results of a recent Everest Group survey of global enterprises. Enterprises rank the difficulty of finding, retaining, upskilling and reskilling talent among the three most pressing issues they will face in 2019. Pricing pressures and adapting to shifting business models round out the list.

Everest Group will discuss these insights in a webinar on Thursday, December 13, at 9:00 am CST: “Enterprise Key Issues in Global Sourcing: Exposing Disconnects and Unlocking Opportunities.” There is no charge to participate.

“At Everest Group, we believe that talent shortages will continue to become more chronic as demographics and policies combine to exasperate available labor challenges, particularly in the U.S. and Europe,” said Michel Janssen, chief research guru for Everest Group. “Organizations will be forced to use automation technologies of all kinds to make their existing workforce more productive.”

Despite the challenges enterprises face, the majority of respondents to the Everest Group survey (51 percent) viewed 2018 as a great year, and 84 percent expect growth in 2019.

In the webinar, Everest Group experts will address the following topics:

• Talent challenges – finding, retaining, upskilling and reskilling – are having a real, negative business impact and lead the list of enterprise key issues for 2019.
• The role of the chief digital officer continues to expand. Study participants from both the enterprise and service provider viewpoints reported significantly increased decision making capacity and budgets going into 2019.
• In a recent survey, service providers indicated their top technology investments are robotic process automation (RPA) and artificial intelligence (AI)/cognitive computing; however, those don’t match enterprises’ top investment priorities, which comprise cloud solutions, automation and big data analytics. Everest Group experts will discuss the mismatch and what it means.
• While cost reduction remains a high priority when outsourcing, it’s not in the top two value propositions among survey respondents.

***Register for Complimentary Webinar here***