Tag: service provider

5 Success-driving Actions GBS Organizations Need in 2022 | Webinar

ON-DEMAND WEBINAR

5 Success-driving Actions GBS Organizations Need in 2022

Access the on-demand webinar, which was delivered live on January 13, 2022.

Whether you call them global business services (GBS) organizations or global in-house centers, they have earned “rockstar” status within their respective enterprises in the last couple of years by remaining resilient in the face of the pandemic.

As we move into 2022 and organizations transition back to the office, GBS/GIC organizations will need to not only maintain the momentum of delivering value-add to enterprises but also address the challenge of the talent shortage, while maintaining cost competitiveness, accelerating innovation agenda, and transitioning to a long-term hybrid working model.

Join us as our experts uncover five actions that GBS/GIC leaders must take right now to position themselves for success in 2022.

Our experts  explore the following vital topics:

  • Top issues and challenges for GBS/GIC leaders going into 2022
  • Top 5 actions that GBS/GIC leaders should take now
  • Best practices and success stories for GBS/GIC leaders heading into 2022

Who should attend?

  • GBS/GIC leaders
  • Enterprise leaders
  • GBS strategy leaders
  • Workforce strategy/planning leaders
Aggarwal Rohitashwa gray square
Vice President
Sakshi Garg
Vice President
Janssen MichelRefresh gray square
Chief Research Officer

Panaya Is Back In Business At Infosys With Fresh Push | In the News

More than a year after Infosys put automation software company Panaya up for sale and failed to find a buyer, the Bengaluru based software services exporter has begun to invest in the Israel-based company again as it looks to make the Vishal Sikka-era acquisition successful.

“In the end, the long-term strategic value exceeded the price they were offered. By doubling down, they are attempting to repair an asset which does, in fact, fit well into their digital direction. They still have the significant learning curve to come down on how to run a product company next to a services company,” said Peter Bendor-Samuel, CEO of IT consultancy Everest Research.

Read more in Economic Times

Nearly Half of All Sourcing Investments Leave Enterprises Unsatisfied | Press Release

But in performance rankings, TCS, Cognizant, HCL, Accenture and L&T Infotech are honored for creating best ‘overall experience’ for clients

Despite large-scale investments by service providers, 48 percent of enterprises surveyed by Everest Group are not satisfied with their service provider’s performance. In particular, service providers are performing poorly as “strategic partners” for enterprises and score an average rating of five on a scale of one to ten.

There are also significant gaps in enterprises’ expectations and service providers’ performance with respect to innovation, creative engagement models and day-to-day project management.

“Most service providers are perceived to be technically competent, but technical expertise and domain expertise are considered ‘table stakes’ by enterprises across industries,” said Chirajeet Sengupta, partner at Everest Group.  “Enterprises now expect their service providers to move beyond day-to-day delivery and focus on larger strategic business issues. Unfortunately, service providers still have a long way to go to meaningfully engage clients and become strategic partners, and that is a significant concern for the industry. This research signals the wake-up call and offers service providers guidance on how to strategize their engagement approach and prioritize investments to meet mounting customer expectations.”

In general, enterprises believe that mid- and small-sized service providers bring considerably more innovation and engagement flexibility than their larger counterparts. In fact, enterprises believe some large service providers have become lethargic and complacent and are indifferent to client requirements.

In contrast to these sentiments, five predominantly large service providers received the honor of creating the best “overall experience” for clients, based on client commentary and weighted aggregate ratings given by interviewed enterprises on key assessment dimensions.

  • Accenture: Accenture is perceived to bring market-leading domain expertise to solve complex problems and drive business outcomes.
  • Cognizant: Clients appreciate Cognizant’s approach to becoming their strategic partner as well as its flexibility in commercial constructs.
  • HCL: HCL is perceived to be extremely flexible in commercial models and strong in retaining key talent in its client accounts.
  • L&T Infotech: L&T Infotech is perceived to provide strong commercial flexibility as well as domain competence in the specific industries it operates in.
  • Tata Consultancy Services: Enterprises appreciate TCS’s technical capabilities and initiatives to drive strategic partnership with clients.

These results and other findings are explored in a recently published Everest Group report: “Customer (Dis)Satisfaction: Why Are Enterprises Unhappy with Their Service Providers?” The research summarizes over 130 interviews conducted with enterprises across the globe regarding the capabilities of their service providers with respect to applications, digital, cloud and infrastructure services. The report also details the technology investment priorities of enterprises and opportunity areas for service providers.

***Download Complimentary High-Resolution Graphics***

Key takeaways from the research findings are summarized in a set of high-resolution graphics available for complimentary download here. The graphics may be included in news coverage, with attribution to Everest Group.

The graphics include:

  • (I Can’t Get No) Satisfaction: Nearly half of all enterprises are dissatisfied with their IT service providers
  • Enterprises’ technology investment priorities largely focused on innovation
  • IT service delivery: performance versus value
  • Size matters in selecting an IT services provider
  • The top 5 IT services providers

Request a briefing with our experts to discuss the 2022 key issues presented in our 12 days of insights.

Request a briefing with our experts to discuss our 2022 key issues

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