The Services Research Companyproyectos.andi.com.co/camarabpo/Webinar 2017... · Blueprints for 2017...
Transcript of The Services Research Companyproyectos.andi.com.co/camarabpo/Webinar 2017... · Blueprints for 2017...
The Services Research Company
Unveiling the 2017 Digital OneOfficeTM Premier League
Phil Fersht, HfS Research Melissa O’Brien, HfS Research 0e333950
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PhilFersht,ChiefAnalystandCEO
[email protected]@pfersht
MyResearchPrac:ceAreasfor2017
§ ITServicesStrategyandConsulCng§ Finance&AccounCngOperaConalStrategiesandtheCFO’schallenges§ As-a-ServiceandOutcome-basedDeliveryModels§ TheDigitalOneOfficeTMFramework§ ChangeManagementStrategies
Blueprintsfor2017
§ ITServicesStrategyandConsulCng§ Finance&AccounCng-as-a-Service§ ITServicesbykeyverCcals
KeyThemesImpac:ngMyResearchPrac:cein2017
§ EngrainingtheDigitalOneOfficeintoOperaConsandOutsourcingStrategy§ HowDigitalandCogniCveAutomaConformthefabricofITServices§ UnderstandinghowtomakeRPAmeaningful§ ThefutureroleofthefinanceprofessionalinthefaceofAs-a-Service§ ThestrategicresponseofITandBPOserviceproviderstorevenuecannibalizaCon§ NewbuyerneedsandevaluaConcriteriainselecCngoperaConalservice
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MelissaO’Brien,ResearchDirector,ContactCenterandOneOfficeTMCustomerExperiences
MyResearchPrac:ceAreasfor2017
§ VerCcalSpecificCustomerEngagementBPO:RetailandTravel/Hospitality§ DigitalMarkeCngOperaCons§ ContactCenterOperaConsandOmni-ChannelCustomerExperience
Blueprintsfor2017
§ TravelandHospitalityServices§ DigitalOneOfficeTMRetailServices§ VirtualAgentCapability
KeyThemesImpac:ngMyResearchPrac:cein2017
§ ImpactofautomaConandanalyCcsoncontactcenteroperaConsandcustomerexperience
§ ChangingtalentneedsasaresultofconsumerdemandsandautomaCon§ DigitalmarkeCngservicesanditsroleincustomerexperience§ Socialmediaasachannelforcustomerengagement§ Customer experience related business outcomes driving connecCons between
thefrontandbackoffice
[email protected]@MelissaJaneOB
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Agenda
• WhythesmolderingdigitalplaMormhasfinallycaughtfire
• Howopera:onsarethecri:calenablerforthedigitalorganiza:on
• WhytheDigitalOneOfficeistheFutureOutsourcingFramework
• WhoaretheemergingservicesleadersacrossthepillarsofOneOffice
• WrapUp
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B2BDigitalSpendCouldreach$2
TrillioninNorthAmericain
2020,ashighas$7
TrillionGlobally
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• World’slargesttaxicompanyownsnoTaxis:• Uber• Themostpopularmediaownercreatesnocontent:• Facebook• LargestaccommodaConproviderownsnorealestate:• Airbnb • Largestphonecompaniesownnotelecominfrastructure:• Skype,WeChat• World’smostvaluableretailerhasnoinventory:• Alibaba• Fastestgrowingbankshavenoactualmoney:• SocietyOne• Theworld’slargestmoviehouseownsnocinemas:• NetFlix• Largestso_warevendorsdon’twritetheapps:• Google• Themostpopularemergingresearchfirmdoesn’tsellresearchreports:• HfS
Data is Eating our World!
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InvestmentBanking
RetailBanking Insurance Technology
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ChangingUseofOffshoring–Outsourcing
Howwilloffshoreusechangeinoutsourcingandsharedservicesoverthenext2years?(Netincrease/decrease)
HfS Research in Conjunction with KPMG, State of Industry 2014 N=312 Enterprise Buyers
22%13%
18% 20% 23%
12% 15%19%
15%
-4% -3%5%
12% 16%7%
3% 3% 6%
2014 Today
Increase
Decrease
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AllOutsourcing-Tradi:onalvAs-a-Service2015–2020($b)
59 70 81 92 105 121 136
310 308 306 302 298 295 290
369 378 386 394 404 415 426
$0
$50
$100
$150
$200
$250
$300
$350
$400
$450
2014 2015 2016 2017 2018 2019 2020
Tradi:onalOutsourcing AASOutsourcing
CAGRUSDbillion
-1.2%
14.2%
Source: HfS Research, 2017
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ValueLeversofNewGenera:onGovernance
Opera:onsTodayisallaboutIntegra:ngCapability
Data Data
Automation
Process Digitzation, Cost-Cutting, Legacy Trade-offs, Change Management, Complex technology, Bot Farms
Software Platforms
Standardize Processes, Scale, Write Off / Ring-
Fence Legacy
Self Learning, Cognitive
Continuous Improvement, Less Human Interaction
for routine activities, Change Management
Digital Business
Holistic View of all Customer Engagement
Cost, Expertise, Scale, Immigration Compliance
Global Labor
Shared Services, GICS
Centralization/Efficiency/Standardization
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C-SuitewantsOneOfficeintegra:on,predic:vereal-:medataandspeedtomarket–whileaggressivelydrivingdowncostsHowcri<calarethefollowingC-Suitedirec<vestoyouropera<onsstrategy?(SVPsandabove))
20%
22%
24%
26%
29%
30%
31%
31%
42%
48%
46%
38%
55%
50%
45%
48%
48%
43%
19%
19%
17%
13%
17%
20%
15%
15%
8%
12%
12%
21%
5%
4%
5%
6%
6%
7%
Invest in cognitive technologies and machine learning to reduce reliance on mid/high skilled labor
Invest in process automation and robotics to reduce reliance on low-skilled labor
Policies that restrict the hiring of people
Improve the quality of operations talent
Scalable / Flexible services
Accelerate speed to market with new products
Create real-time data that supports predictive, not reactive decisions
Align middle/back office operations to improve customer experiences
Drive down operating costs
Mission Critical Increasingly Important Emerging Not a Directive
Source: HfS Research in Conjunction with KPMG, “State of Operations and Outsourcing 2017” Sample: n=454 Enterprise Buyers
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C-SuiteDirec:ves:Hi-techmostfocusedonchangeandgrowthHowcri<calarethefollowingC-Suitedirec<vestoyouropera<onsstrategy?(“MissionCri<cal”responses–allbuyers)
0%
20%
40%
60%
80%
Drive down operating
costs
Accelerate speed to
market with new products
Create real-time data that
supports predictive, not
reactive decisions
Align middle/back office operations to improve customer
experiences
Improve the quality of
operations talent
Policies that restrict the hiring of people
Invest in process
automation and robotics to
reduce reliance on low-skilled
labor
Invest in cognitive
technologies and machine learning to
reduce reliance on
mid/high skilled labor
BFSI Manufacturing Healthcare&LifeSciences Retail Sokware&HiTech Energy&U:li:es
Source: HfS Research in Conjunction with KPMG, “State of Operations and Outsourcing 2017” Sample: n=454 Enterprise Buyers
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TheFutureofOpera:ons:TheDigitalOneOfficeTMOrganiza:on
• Source:HfSResearch2017
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Building the Digital OneOffice Service Provider Rankings
Wescoredeachserviceprovideragainstthefollowingfivepillarsandsub-categories:
§ TheDigitalCustomerEngagement:Weigh<ng25%
§ DesignThinkingacrossthefront/backoffice(DesigningDigitalOutcomes):Weigh<ng15%
§ TheDigitalUnderbelly(IncludesCloudInfrastructure)Weigh<ng20%
§ RPAandHybridCloudCapability
§ IntelligentDigitalSupportFuncCons20%
§ F&A,HRSaaS,SalesforceServices,Procurement&SCM
§ IntelligentDigitalProcesses20%
§ Predic<veAnaly<cs,Cogni<veServices,IoTServices
§ AnalystsformulaCngthescores:PhilFersht,MelissaO’Brien,BarbraMcGann,TomReuner,ReeCkaJoshi,DerkErbé,KhaldaDeSouzaandSteveGoldberg
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2017Ranking
ServiceProvider Comments
1 IBM VerywellalignedtoOneOffice,demonstraCngproofpointsofdesignthinkingforoperaCons.GreatconsulCngandtransformaConcapabiliCesparCcularlysuitedfortheverylargestofenterprises.CommitmenttoAIandaholisCcapproachtoautomaCon.BelngbigondigitalandparCcularlycogniCvetechnologyforsupportservicedelivery.
2 Accenture AholisCcstrategyforIntelligentAutomaCon,strongcustomerexperiencedesignfocus,andmajorinvestmentanduseofdesignthinkinginternally.Playingtoitsstrengthsininfrastructurebylookingtobetheconsultantandadvisorleveragingbestinclassinfrastructureprovisiontodelivercustomersamanagedserviceexperience.
3 Cognizant HolisCcautomaConstrategyandstrongthoughtleadership.Verycompellingandpolishedmessagingaroundcustomerexperiencefocus;forwardthinkingleadershipanddesignorientedacquisiCons.
4 Deloile Strongproviderwithbreadthanddepthofskills.AnearlymoverinRPAandthesurroundingecosystem.
5 Infosys BroadcapabiliCesandincreasingpotenCalforintegraConwithanalyCcsassetsofMANAplaporm.Makinginvestmentsindesignthinkingandtalent;needsmoreprovenclientcasestudiesandoutcomes.
6 Capgemini UniqueinvestmentsindesignthinkingandevolvingtowardaholisCcautomaConstrategy.Needsmorefocusandleadershipstrength.
7 Wipro(+Appirio) RecentacquisiConsbolsteritsdigitalporpolio,includingstrategicdesignexperCse.TakesaconsultaCveapproachtoBPOandRPAwithitsEnterpriseOperaConsFramework.
8 TCS DiverseexperCseandaforwardthinkingtalentstrategyareleadingelementsofthedigitalcustomerengagement.Technicalstrengthandresourcesdominatethestrengthininfrastructureservices,whileanautomaConstrategyleveragingassetslikeignioishelpingthemovetowardmoreholisCcautomaCon.
9 Genpact Demonstratestraining,partnershipsandproofpointswithdesignthinking.
10 NTTDATA(+DellSvs) AstrongapproachtoITautomaConandconsulCng-leddigitalcustomerengagementfocus.
11 Sutherland HasprovidedrealclientsandexamplesofoutcomesforitsdesignthinkingpracCce,whichissCllsmallbutexpanding.
12 HPE(+CSC+Exchanging) Heavyfocusonthe“underbelly”element;ahistoryofbeingverycapableininfrastructureservices,parCcularlywiththeverylargestofdeals.Talksoffrontendcustomerdesignbutdoesn’thavetheclientstoriestoshowit.CSCmergerwillprovideamuchmoreholisCcapproachtoRPA,focusedonlargecomplexdeals.
PROPRIETARY – NOT FOR
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ServiceProvider Comments
13 HCL LeadershipisemphasizingastrongfocusonautomaCon;needstoexecute.ThecustomerexperiencedesignandexecuConstoryisthere,butneedsstrongermessaging.
14 EXL StrengthincustomerexperienceisprimarilywithanalyCcsexperCse.Exploringearlystagesofdesignthinkinginternally.
15 Conduent(Xerox) Aspiringtobealeaderindigitalcustomerengagementandhassomestrongthoughtleadership;needscustomerproofpointsandastrongermessagingtopivottherebrand.
16 TechMahindra AcceleraCngautomaCondevelopmentwithproprietaryandthirdpartytoolstrategy.NeedtostartleveragingandintegraCngrecentacquisiConsforgreatermoneCzaConandinnovaCon.GoodappeCteforinnovaConandposiConingitselfwellinIoTservices.
17 WNS(+Denali) AkeystrengthisembeddinganalyCcsintosupportprocesses,whichenableclientorganizaConstobecomemoreintelligent.DenaliacquisiConaddsstrategicdigitalsourcingtoitsporpolio.
18 EY StrongautomaConcapabiliCesandemergingdigitaltransformaConfocus,butneedsmorescaletodeliveramoreholisCcsuiteofofferingsacrossthepillars.
19 Hexaware RefreshingdisrupCveapproach,withanappealingautomaConfocusandprovenSaaSimplementaConcapabiliCes,notablyintheHRspace.Needstointegratenewclientsandproveitishereforthelonghaul.
20 HGS Approachto“UnifiedCustomerExperienceStrategy”combineselementsofautomaCon,analyCcs,andvariouscommunicaConchannels(chat,text,social),includingapivottohumanstaff,whichalsohighlightsasmartblendoftalentandtechnology.Mainlyplayinginthedigitalcustomerengagementspace.
21 Concentrix StrongdigitalcustomerengagementexperCseandforwardthinkingapproachtotechnologyandpartnershipsaswellasembracingtheOneOfficeconcept;needsgreaterfocusinmessagingandidenCtymovingforward.
22 Atos TremendoussophisCcaConandmarketpenetraConinIoTwithgoodsecuritycompetenciesandincreasinglyendtoendanalyCcscredibility.
23 Syntel ApioneerofholisCcautomaConwithSyntbots.Prowessinthebankingsector,butlimitedtoahandfuloflargebanks.NewCEOneedstolayouthisroadmapandexecute.
24 Teleperformance Heavydigitalcustomerengagementprovider;largestcontactcenterintheindustryandagreatreputaConfordeliveringontradiConalandincreasinglydigitalcustomerservice.ChallengednowtopivotthebusinesstocomplementandincorporateautomaCon.
PROPRIETARY – NOT FOR
REDISTRIBUTION
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Key Trends Impacting the Digital Customer Engagement Landscape
• Ever-increasingchannelsformarkeCngandengagement
• TradiConal/analogtouchpointscombinedwithdigital
CustomerChannels/TouchPoints
• GoingmuchdeeperthantradiConalcustomersegmentaCon
• Impactonloyalty,returnsalesandadvocacyPersonalizaCon
• Experiencesarenotlimitedtothecustomer:Employee,enterprise,ecosystemareallapartofre-imaginingexperienceswithinacustomer-centricparadigm
MarketDisrupCon:TheExperience
Economy
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Digital Customer Engagement: Carving out a value proposition
UXDesign
CustomerJourneyMapping
Strategy/Design CopywriCng
WebDesign SEO/SEM
Social/Mobile
Engagement
Design Development ExecuCon
AnalyCcsandSegmentaCon
ContentCreaConandPersonali-zaCon
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The Service Providers will bifurcate into two groupings
DigitalOrganiza:onEnablersEfficiency,Automa:on,LaborArbitrageandScalability
DigitalBusinessDesignersDataOrchestra:onandHumanCollabora:on
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HfS ResearchisTheServicesResearchCompany™—theleadinganalystauthorityandglobalcommunityforbusinessoperationsandITservices.Thefirmhelpsorganizationsvalidateandimprovetheirglobaloperationswithworld-classresearch,benchmarkingandpeernetworking. HfSResearchwasnamed"IndependentAnalystFirmoftheYearfor2016"bytheInstituteofIndustryAnalystRelationswhichvotedon170otherleadinganalysts.HfS ChiefAnalyst,PhilFersht,wasnamedAnalystoftheYearin2016forthethirdtime.
HfS coinedtheterms"TheAs-a-ServiceEconomy"and"OneOffice™",whichdescribeHfS Research'svisionforthefutureofglobaloperationsandtheimpactofcognitiveautomationanddigitaltechnologies.HfS' visioniscenteredoncreatingthedigitalcustomerexperienceandanintelligent,singleofficetoenableandsupportit.HfS’ coremissionisabouthelpingclientsachieveanintegratedsupportoperationthathasthedigitalprowesstoenableitsorganizationtomeetcustomerdemand-asandwhenthatdemandhappens.WithspecificpracticeareasfocusedontheDigitizationofbusinessprocessesandDesignThinking,IntelligentAutomationandOutsourcing,HfS analystsapplyindustryknowledgeinhealthcare,lifesciences,retail,manufacturing,energy,utilities,telecommunicationsandfinancialservicestoformarealviewpointofthefutureofbusinessoperations.
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