Tag: digital

Capital Markets Operations – Services PEAK Matrix® Assessment 2023

Capital Markets Operations – Services PEAK Matrix® Assessment

The capital markets operations landscape is rapidly evolving as enterprises strive to meet the demands of a new generation of customers, reduce cost pressures in a recessionary environment, and adhere to regulatory changes. They are also building operational resiliency in the post-pandemic environment by formulating transformation strategies that create a digitally-enabled value chain, including the retirement of legacy platforms, cloud migration, and process automation.

Providers are scaling up their capabilities across the trade life cycle by adopting an advisory-led approach and transformation frameworks. They are offering solutions that accelerate the shift from robotic process automation to intelligent automation and bringing in technologies such as predictive and prescriptive analytics, ESG profiling, and distributed ledger technology. Providers are also extending greater support for compliance, including regulations such as MiFID, EMIR, FATCA, and upcoming T+1 settlement frameworks.

Capital map2

What is in this PEAK Matrix® Report

In this report, we analyze 23 capital markets operations service providers and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. The report will assist key stakeholders, such as banks, financial institutions, and providers, in understanding the current capital markets service provider landscape and making informed sourcing and partnership decisions.

This report features 23 capital markets operations service provider profiles and includes:

  • Providers’ relative positioning on Everest Group’s PEAK Matrix® for capital markets operations
  • Providers’ market impact
  • Providers’ vision and capability assessment across key dimensions
  • Enterprise sourcing considerations

Scope:

  • Industry: banking and financial services
  • Geography: global
  • The report covers vertical-specific capital markets operations and does not include horizontal business processes, such as Finance and Accounting (F&A), Human Resources (HR), procurement, and contact center
  • This assessment is based on Everest Group’s annual RFI process and an ongoing analysis of the capital markets operations industry

DOWNLOAD THE FULL CAPITAL MARKETS OPERATIONS – SERVICES PEAK MATRIX® ASSESSMENT 2023 

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What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Digital Transformation Consulting Services PEAK Matrix® Assessment

Digital Transformation Consulting Services PEAK Matrix® Assessment

Enterprises are investing in digital transformation initiatives to enhance customer experience, optimize processes and cost, drive growth, and promote sustainability across their organizations. However, they appear to have realized limited returns from their initiatives. To address this challenge, consulting has emerged as a key aspect of the digital transformation value chain. Enterprises now recognize that a clear vision and strategy are essential for the success of digital transformation initiatives.

Due to the high demand and the critical role of technology in the transformation journey, enterprises are no longer satisfied with traditional consulting offerings and are seeking innovative engagement models from their transformation partners to drive innovation and value realization. To serve this need, IT services providers are investing in digital transformation consulting offerings through organic and inorganic means.

Digital Transformation PEAK 2023 1 

What is in this PEAK Matrix® Report

In this report, we assess 14 digital transformation consulting service providers featured on the Digital Transformation Consulting Services PEAK Matrix®. The research will help buyers select the right-fit technology vendor for their needs, while technology vendors will be able to benchmark themselves against each other.

In this report, we:

  • Evaluate 14 digital transformation consulting service providers featured on Everest Group’s Digital Transformation Consulting Services PEAK Matrix®
  • Present the characteristics of Leaders, Major Contenders, and Aspirants in the digital transformation consulting services landscape
  • Analyze providers’ key strengths and limitations

Scope:

  • All industries and geographies
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading digital transformation consulting service providers, client reference checks, and an ongoing analysis of the digital transformation consulting services market

DOWNLOAD THE FULL DIGITAL TRANSFORMATION CONSULTING SERVICES PEAK MATRIX® ASSESSMENT 2023 

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Everest Group: Digital Rationalization Needed on SAAS | In the News

The property and casualty insurance industry has become a significant adopter of Software as a Solution (SaaS) technology and continues to see a massive influx of SaaS applications embedded across organizations’ business operations.

“If you stack all of these SaaS solutions together, the spend becomes quite sizable. And what we’re starting to see is it’s not just the spend that is becoming sizable. We are also seeing duplication of solutions because these solutions, over a period of time, have evolved to do more.” says Ronak Doshi, Partner at Everest Group.

Read more in Digital Insurance

Experience, Data, and Trust – The Industrialization of Data-driven Personalized Experiences | Blog

Balancing experience with data and trust is essential to delivering engaging personalized experiences for customers and driving business success. Developing a robust and scalable automated process for data-driven personalization is critical for enterprises to win in the evolving personalization and interactive experience segment. Read on to learn more.  

Customer experiences have become increasingly prevalent with the democratization of the internet, coupled with significant technological and data processing advancements over the past few years. Enterprises are now realizing the value of prioritizing the people side of business. Creating positive personalized experiences for customers can foster loyalty, increase customer satisfaction, and drive repeat business. On the other hand, negative experiences can damage a reputation and reduce customer loyalty. Let’s explore the importance of personalization.

Personalization – then, now, forever

Personalization is not a new concept. It has existed for decades. Enterprises must capture users’ attention and stand out to thrive. According to Everest Group estimates, more than 70% of consumers interact with a personalized promotional message.

Personalization, more commonly known as “persona-based personalization,” mostly involves grouping users into segments or personas based on common characteristics or behaviors. This approach can be effective in delivering relevant content or offers to a large group of users with similar interests or needs, based on demographics, purchase history, or browsing behavior.

Today, technological advancements have changed the landscape. Categorizing consumers is difficult because they don’t have just one interest area. The plethora of information available online has shifted the power to consumers who determine their preferences, disrupting brands that are no longer in charge.

As a result, brands now are also adopting “person-based personalization,” a form of personalization that considers the individual’s unique needs and habits instead of categorizing the user into specific buckets. Personality-based personalization is a 1:1 approach, where enterprises focus just on the customer as an individual. Everything revolves around the individual as a person, ranging from interactive experiences to advanced personalized marketing strategies. While persona-based personalization involves a large sample size, person-based personalization involves a sample size of just the individual.

Because person-based personalization has the potential to deliver high returns on investment (ROI) to enterprises, deploying an industrialized process for real-time person-based personalization is essential.

While most brands have invested in personalization, some remain reluctant to fully embrace real-time data-driven personalization at scale, which involves personalizing every touchpoint in the customer’s journey based on real-time context. This method requires a unique interplay of data, intelligence, and omnichannel strategies. Developing an industrialized process for delivering individual personalization beyond the required data analysis is essential for enterprises.

Data-driven personalization at scale is the need of the hour

Data is the most critical requirement for delivering effective personalization. Personalization is driven by insights into individual preferences, behaviors, and needs that only can be obtained by collecting and analyzing data. Data collection needs to be well-thought-out. Enterprises require large volumes of data collected from multiple sources, and this data needs to be of good quality, accurate, and relevant because poor-quality data can lead to incorrect insights. Collecting diverse and up-to-date information is another important aspect.

The scope of data gathering has increased too. In the past, customer data was mainly collected via offline surveys, point-of-sales, and telecommunication, just to name a few. But the increased digitization supplemented with advancements in data and analytics has greatly impacted personalization by also allowing for collecting and analyzing vast amounts of data through digital channels. This has led to more seamless personalized experiences for users and has helped companies build deeper relationships with their customers.

An Everest Group study suggests that 78% of startups in the customer experience (CX) space leverage Artificial Intelligence (AI) to develop more relevant and engaging solutions for customer conversion, engagement, and retention. With the rise of AI, personalization has become even more precise and can consider a wider range of factors such as emotions, mood, and context.

However, significant investments are required if enterprises want to set up in-house industrialized data collection and analysis. This is where data platforms come into the picture. Data platforms can be thought of as purpose-built systems or infrastructures to collect, manage, and process large data amounts. It typically includes technologies and tools for data storage, data processing, data integration, data security, and data governance.

Data Experience Platforms (DXPs) offer a  collection of tools such as Digital Asset Management (DAM)Customer Relationship Management (CRM), Customer Data Platforms (CDP), and personalization tools that can meet the needs of enterprises, as illustrated below.

Exhibit 1. Data collection tools for aiding personalization efforts

Picture1

How privacy and data guidelines affect user data collection

As discussed, data is essential to personalization. Clearly, the more data enterprises have, the better insights they can gain, and the better experiences they can provide. However, in today’s digital environment, user safety and trust are crucial. Consumer awareness is on the rise, with people growing increasingly skeptical about sharing their data. Concerns over how personal data is handled and safeguarded by enterprises are growing.

According to the United Nations Conference on Trade and Development (UNCTAD), 71% of countries today have some legislation around data protection and privacy, while 9% have draft legislation. Stringent data regulations such as the General Data Protection Regulation (GDPR) in the European Union, Nigeria’s Data Protection Regulation (NDPR), The California Consumer Privacy Act (CCPA), etc., have provisions to heavily penalize enterprises misusing consumer data.

Adding to this is the increasing push to eliminate third-party cookies. While browsers such as Apple Safari and Mozilla Firefox have already taken the step, market leader Google Chrome also has announced its intention to phase out third-party cookies by 2024, extending its earlier deadline. This has brought into focus the collection of voluntary data from users (Zero-party data) and first-party sources (1P data).

Zero-party data is a valuable information source for enterprises as it provides the best clarity to individual preferences. Developing a trust-based relationship with users and having total transparency about the use cases of zero-party data is essential for enterprises. Establishing a trust-based relationship might lead users to voluntarily provide more insights.

First-party data collection also needs to be transparent and strong security measures should be implemented to protect personal data. Sensitive data must be encrypted, security regularly audited, and effective access control measures adopted. Brands need to consider the needs of empowered users by honoring their “right to forget” and “untraceable” requirements.

As enterprises possess an enormous amount of users’ personal data, they also need to take the moral responsibility to protect that data. Customers who provide their data to enterprises understandably want their data to be protected and not misused without their knowledge. According to Everest Group estimates, more than 50% of customers are willing to share their personal data with companies but only with a clear understanding of how it will be used.

Combining automation with data and trust

Winning user trust and gaining access to more voluntarily provided data is no doubt essential to achieving better person-based personalization. But this data needs to be utilized in the best manner by making use of tools (such as personalization engines and marketing automation tools) to set up an industrialized workflow for large-scale 1:1 person-based personalization. Without a robust and scalable automated process for large-scale person-based personalization, enterprises tend to lose.

Exhibit 2. The industrialized workflow for achieving data-driven 1:1 personalization

Picture2

Greater trust = Greater data = Greater personalized experiences

Personalization starts from a persona-based mechanism and, with an ever-increasing user base, shifts to person-based personalization. User data is the only way to go forward. User data and trust need to go hand in hand. To win customer attention, trust, and loyalty, enterprises need to know how to use the right data at the right time and how to go ahead with individual personalization without breaching the intrusion barrier.

Exhibit 3. Relationship between Trust and Personalization

Picture3

The outlook

Overall, the personalization and interactive experience landscape has become more complex and diverse, requiring brands to constantly adapt and stay up to date on the latest trends and technologies to reach and engage customers. However, even with increasing investments, the ROI might decline due to the heightened competition making it more challenging to stand out and generate returns, technical limitations, and privacy concerns, just to name a few.

Enterprises need to break down their user base into smaller, more targeted segments to achieve 1:1 person-based personalization and tailor products, services, and experiences to each individual user’s specific needs and preferences. The smaller the segments, the better enterprises can tailor their personalization efforts and achieve a more effective 1:1 experience.

In addition to the investment level, the strategy and implementation of personalization and experience efforts also needs to be considered. A well-designed and executed strategy can generate returns even with increasing investments. By balancing experience with data and trust, companies can deliver engaging personalized experiences that build strong relationships with users and drive business success.

If you have questions about selecting the right data platform or want to know more about personalization, interactive experiences, or discuss developments in this space, reach out to our analysts at the Adobe Summit, or get in touch with the Everest Group team at [email protected], or [email protected].

To learn about the comprehensive roadmap for enterprises to achieve business outcomes and mitigate challenges in their journey to accomplish truly industrialized 1:1 person-based personalization, see our report Emergence of CDPs: Charting the Path to Data-driven Personalization.

Check out our webinar, Strategies for Customer Experience (CX) Success in an Uncertain World, to learn key trends and hear recommendations on what to prioritize to deliver exceptional CX.

BPM Companies Turn To Cost-saving Deals in New Normal | In the News

Data analytics and automation are becoming an integral part of business process management (BPM) offerings. BPM firms are bagging more cost-saving deals as clients prioritize on cost-cutting and beating inflation.

Budgets in most industrial sectors are up slightly over 2022, but many firms have been unable to spend their full budgets last year. “Hence, we expect to see a growth of 5-7% for the industry over last year. This is down from the 12% of 2022 but still healthy,” said Peter Bendor-Samuel, CEO of research firm Everest Group.

Read more in the Economic Times

Product Manager Role In Selecting Value Partners Or Best-of-Breed Service Providers | Blog

We’ve had ten years of digital transformation initiatives. Companies that have reached a maturity level now invest in software-defined operating platforms. These platforms are tech stacks that evolve and become very intimate with company operations. Companies need to think about these platforms holistically and develop a road map for the platform and operations together. Consequently, the core versus non-core aspect of technology services is no longer a useful construct for selecting third-party service providers or vendors. That old model is changing.

Read more in my blog on Forbes

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