The Trailblazers in the Ecosystem: Levers of Innovation, Growth, and Resilience | LinkedIn Live


The Trailblazers in the Ecosystem: Levers of Innovation, Growth, and Resilience

View the event on LinkedIn, which was delivered live on Thursday, September 14, 2023. 

Everest Group and nasscom will host a dynamic LinkedIn Live event spotlighting 💡 the achievements, best practices, and success stories from a few of the 2023 nasscom GCC award winners in the Rising Star and Innovation with Impact categories.

This event will illustrate the transformative path of these GCCs and how they have elevated 💹 themselves by strategically integrating innovation, effectively addressing business needs, and successfully delivering significant business impact. 📢 📢Join us as we uncover learnings from their journeys and hear valuable insights from the best in the industry.

The presenters will discuss:
✅ Strategies to drive innovation to solve challenges and pave the way for sustainable and quantifiable impact
✅ Approaches to accelerate value for the global 🌎 enterprise with a high degree of ownership and accountability
✅   Methods to implement seamless integration within the larger enterprise framework
✅  Ways to enhance brand presence and elevate the employee value proposition

The Road Ahead for GCCs – 2022 and Beyond | Blog

At the forefront of innovation across products and processes, Global Capability Centers (GCCs) today are creating a competitive advantage for their global enterprises and those based in India are particularly well-positioned to accelerate to the next level. With increasing global leadership roles, these Centers are providing end-to-end support on complex work areas to deliver business impact that goes well beyond cost savings and operational improvement.

Year 2021 saw many GCCs initiate their transition to a new normal post the pandemic – one anchored on increased endorsement for the GCC model, increasing responsibilities beyond traditional workstreams, and accelerated adoption of digital technologies. However, these organizations will still face the challenges of navigating through factors such as accessing niche talent, adopting newer digital technologies, handling rising consumer expectations, increasing demand for analytics, and rapidly transforming business models driving the need to regularly recalibrate strategies.

According to Everest Group conversations with more than 100 GCCs to learn their priorities in planning for 2022 and beyond, the following five areas emerged as being critical to the success of these Centers.

Read more on NASSCOM


NASSCOM BPM Strategy Summit — October 4-5 | Event

Practice Director Ronak Doshi will be speaking at the 2018 NASSCOM BPM Strategy Summit held on October 4-5 in Bengaluru, India. Ronak will conduct a workshop on the latest developments in blockchain.

About the Workshop

This session cuts through the blockchain hype to bring a fact-based perspective on the enterprise blockchain adoption story through a detailed review of 160+ blockchain projects in the financial services industry. You will learn how to prioritize business processes that are more amenable for a blockchain-based solution along with best practices to build a business case for all ecosystem participants. The session will also explore the convergence of technologies such as BPM, RPA, AI, IoT, and blockchain using case studies.

About the Event

There is no doubt that a successful digital transformation strategy is key to safeguarding your company’s future. Automation, artificial intelligence (AI), robotic process automation (RPA), and cognitive technologies promise huge improvements and efficiencies from the time we source our raw materials to our engagement with our end customers. A pragmatic approach to business process management (BPM) promises to further improve efficiency, foster innovation, boost customer satisfaction, tighten governance, further mitigate against risk, and, importantly, reduce the cost of business operations. How do we ensure we are ready to make the most of a successful digital transformation?


October 4-5, 2018


The Leela Palace


Ronak Doshi, Practice Director, Everest Group

Learn more

NASSCOM’s 8th GCC Conclave 2018 — April 26-27 | Event

Everest Group is the Strategic Partner of NASSCOM’s 8th annual Global Capability Centers Conclave, Leading the New Normal: Speed, Smart & Skill, held in Mumbai on April 26 & 27, 2018. Visit our experts and analyst at Stall #7 during the event.

Global In-house Centers (GICs) are showing strategic leadership in supporting and driving the enterprise agenda. By pushing boundaries and driving innovation, they have evolved into powerful Global Capability Centers (GCCs).

However, today unprecedented digital disruption is pushing GCCs to provide transformational value to the enterprise, driven by GCCs’ ability to own business accountability, increase impact in core business functions, build deep talent expertise, adopt and lead in digital, and be agile in whatever they do.

This 8th meeting of the Conclave will present attendees with the latest thought leadership on how global enterprise GCCs are enabling adaptive enterprises, and share lessons learned from those who are delivering enhanced value in the new paradigm.

April 26 & 27, 2018

Taj Lands End


GICs Winning the Analytics Game | Sherpas in Blue Shirts

Enterprises are increasingly looking to analytics to achieve top line impacts – think marketing and pricing analytics to support new product launches and better understand consumer behavior – and positive contributions to their bottom line through, for example, risk and fraud analytics. And they’re increasingly favoring GICs over third-party providers to support their analytics initiatives.

Why? By the nature of their engagement model, GICs are tightly integrated with the parent organization, which better enables the high levels of governance and management that are essential to deliver analytics services. GICs also have an edge as they can bundle analytics services into the business process services they deliver to provide integrated solutions.

Real-world Value Examples

Here are just a handful of examples of the types of value GICs are delivering to their parent companies.

  • The India GIC of an European financial services firm helped increase product revenue by 15 percent through analytics on product positioning in the retail market
  • A leading retail company’s India GIC leverages analytics to study the shopping patterns of customers in 20+ countries to predict how the market will grow or decline, understand customer loyalty patterns, etc.
  • By delivering more than 50 percent of a global bank’s consumer business marketing analytics, the India GIC has enabled targeted outreach that has increased consumer card sales
  • The Poland GIC of a leading U.S.-based consumer goods company implemented prescriptive analytics algorithms on its AdWords account to eliminate inefficient spend on paid searches, in turn saving substantial amounts of money.

How GICs Can Jumpstart Their Analytics Capabilities

Of course, the quality of the analytics and the impact of the resulting outcomes are directly related to the analytics talent the GIC employs.

Some GICs have chosen to upskill and reskill their existing workforce. While one has made it mandatory for select teams to undergo analytics courses and training, others have provided monetary incentives to team members who willingly opt into the training. Both approaches make GICs talent-ready to deliver analytics capabilities and face demand fluctuations. GICs are also exploring partnerships with specialist firms that can provide resources for a short duration, as needed.

Upping the Ante

To deliver even greater value, many GICs are proactively identifying areas within their operations to plug-in the analytics layer. To facilitate this, they have established analytics as a shared horizontal capability in their organization structure so that the skills and knowledge attained from one team can be leveraged by others. Further, GICs are heavily investing in training data scientists, and providing them global exposure to understand business needs better.

The days of providing just arbitrage are long gone. If your GIC wants to deliver the value your parent company needs in today’s business environment, analytics capabilities must enter into your equation.

To learn more about our view on GICs’ analytics capabilities, be sure to attend our sessions at the NASSCOM GIC Conclave (note, Everest Group is the Strategy Partner for the event) and visit us at Stall 7.

WCIT/NASSCOM Amplify Digital Forum 2018 — February 19-21 | Event

Founder and CEO Peter Bendor-Samuel will be a key panel speaker at WCIT India & NASSCOM’s Amplify Digital Forum: Embedding Digital: DevOps, Automation and Cloud. The event is held on February 19-21 in Hyderabad, India. Peter will speak on how organizations can best pursue scaling up new digital technologies, such as Cloud, DevOps, and Automation, in the age of digital transformation.

February 19-21, 2018

Hall 2

Peter Bendor-Samuel, CEO and Founder, Everest Group

Learn more and register

What IT industry could learn from the disruption that automation brings | In the News

At the Economic Times Roundtable held at Nasscom’s BPM Strategy event, top executives of Indian business process management companies talked about how they have managed the disruption that automation brings and what the IT industry could learn from them.

Rohit Kapoor, CEO of EXL Services; Keshav Murugesh, CEO of WNS; Raman Roy, CMD at Quatrro BPO Solutions and chairman of Nasscom; Mohit Thukral, SVP and Business Leader of BFSI at Genpact; Navneet Kapoor, head of global business at Maersk GSC; and Michel Janssen, Chief Research Guru at consultancy Everest Research; talked about the need to reskill and make the industry take a more global perspective.

Read more in The Economic Times

NASSCOM 2017 BPM Summit — October 12-13 | Event

Chief Research Guru Michel Janssen will be a featured speaker at the NASSCOM 2017 BPM Summit event held on September 12-13 in Bangalore, India.

Michel’s will deliver a presentation titled, Benchmarking’s Role in Creating Best-in-Class Digital Enterprises.

In this session, attendees will learn the results from Everest Group’s soon-to-be-release Best-in-Class Enterprise Digital Analysis, which quantifies with real data what it takes to achieve best-in-class – in terms of outcomes, as well as the corresponding capabilities needed to deploy digital strategies and initiatives. The session will include specific metrics on how much best-in-class enterprises invest in digital initiatives; how much the spend is growing; and how best to measure success.

In addition to sharing the Top 10 capabilities that the Best-in-Class have that their peers do not, we’ll bring the data to life with case studies of enterprises that have achieved the Best-in-Class ranking. Finally, we’ll share insights on the opportunities these digital journeys are creating for the BPS industry and how the industry needs to evolve to capitalize on the need of enterprises to meet today’s digital benchmark.

October 12-13, 2017

Hotel Leela Palace
Bangalore, India

Michel Janssen, Chief Research Guru, Everest Group

Learn more and register to attend

Big Shifts at 2017 NASSCOM India Leadership Forum | Sherpas in Blue Shirts

I think the annual NASSCOM conference is always a great time. I get to catch up with old friends, at least one-third of the Indian service providers industry’s leadership attends and it’s an insightful venue for capturing the mood of the industry’s providers. This year the mood was more somber and more reflective than in past years. The Indian service provider industry is clearly grappling with several issues.

Worrisome Decelerating Growth

The first issue is the deceleration in growth. The industry has had four straight quarters of deceleration. Last quarter, the industry grew at 3.1 percent, and the top five Indian firms grew at 7.7 percent. This is the lowest level of growth the Indian service provider industry has ever experienced. This decelerating growth is worrisome.

Behind this growth deceleration is the fact that 78 percent of the industry is now arbitrage-first services – which are now legacy. Collectively, growth in the arbitrage group of services was flat; in fact, it declined by .2 percent. The growth area of the industry is digital first, which now makes up 22 percent of the industry, and it grew at 20.8 percent. The industry is clearly focusing on the rotation into digital.

The inconvenient fact around this digital journey effort is that digital services are less than the mature arbitrage work. Therefore, the faster a provider’s business grows in digital, the more it stresses its arbitrage-first margins.

Activist Shareholders are a Complicating Factor for Growth

The “Elliot thesis” has captured the entire industry’s attention. Elliot Management Corp is an activist shareholder that has taken a position in Cognizant and written an open letter to the board and shareholders. Effectively, Elliot’s thesis states that a provider should constrain its rotation from arbitrage into digital services by increasing margins in arbitrage and returning cash to shareholders. Recently TCS announced it is returning cash to shareholders through a share-buyback.

The Elliot thesis complicates service providers’ business. Now they are not just struggling with how to rotate into digital but also the need to placate their shareholders at the same time. Returning cash to shareholders complicates the digital journey in that it results in less cash available to accelerate their journey by buying digital companies and making other digital investments.

The Trump Effect

That’s the background to the somberness I observed. There’s no denying it’s a tough time for the industry. But recent complicating events raised the stakes: The Trump effect and Brexit are causing a slowdown or pause in globalization.

The talk of the halls at the conference was the Trump effect. It’s very clear that the arbitrage-first industry is facing numerous instances in which companies are delaying or potentially cancelling offshoring/arbitrage initiatives. An additional concern is that some companies may decide to repatriate offshored services, while others may take a fig leaf or olive branch strategy, moving some work back onshore and thus focusing the media on their investment in US jobs.

Real Hope Despite Somberness

Balanced against the factors causing the sobering times for the Indian service provider industry is the bright prospect of a digital-first future. The industry firmly believes that there is significant growth in a digital-first future and that it will not necessarily be without labor arbitrage. Providers believe their digital-first future will pivot to their value being based on the disruptive digital technologies and capabilities, but they will be able to further enhance that by deploying their robust talent coming out of India on an affordable basis.

So, there is some hope, despite the mature arbitrage market and the slowdown or pause in globalization. However, there are real concerns around managing the rotation into digital as well as the impact on profit margins. Certainly, there is substantial uncertainty around at least the short-term prospects for the industry – enough uncertainty in the picture that NASSCOM decided to postpone its annual forecast for the Indian services industry.

NASSCOM India Leadership Forum — February 15-17 | Event

Join Everest Group leaders and analysts at the 2017 NASSCOM India Leadership Forum, February 15 -17. On February 16, Everest Group CEO and Founder Peter Bendor-Samuel will lead a presentation titled, Demystifying Innovation: What, Why, Who, and How – An Enterprise Perspective. The discussion will highlight findings from Everest Group’s recent study with 100+ CIOs on innovation in global services and will answer key questions like, what is innovation and why does it matter to enterprises? Where does innovation create the most impact? How do enterprises measure the impact of innovation? Who is best suited to deliver innovation (a supply-model comparison)?

February 15-17, 2017

Mumbai, Maharashtra, India
Upper Lobby

Everest Group speakers:

Peter Bendor-Samuel
CEO and Founder, Everest Group
Presentation will is on February 16 in Board Room I
Time: 6:00 – 7:00 pm IST

Learn more

How can we engage?

Please let us know how we can help you on your journey.

Contact Us

"*" indicates required fields

Please review our Privacy Notice and check the box below to consent to the use of Personal Data that you provide.