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ISG Providerlens™ Archetype Report Digital Business – Solutions and Service Partners A research report Archetype aligning enterprise Report requirements and provider capabilities February 2020 Customized reprint courtesy of: Note: Only use before TOC ISG Provider Lens™ Archetype Report | February 2020 Section Name About this Report Information Services Group Inc. is solely responsible for the content of this report. ISG Provider Lens™ delivers leading-edge and actionable research studies, reports Unless otherwise cited, all content, including illustrations, research, conclusions, and consulting services focused on technology and service providers’ strengths and assertions and positions contained in this report were developed by, and are the sole weaknesses and how they are positioned relative to their peers in the market. These property of Information Services Group Inc. reports provide influential insights accessed by our large pool of advisors who are actively advising outsourcing deals, as well as large numbers of ISG enterprise clients The research and analysis presented in this report includes research from the ISG who are potential outsourcers. Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors, briefings with services providers and analysis of publicly available market For more information about ISG Provider Lens™ studies, please email information from multiple sources. The data collected for this report represents [email protected], call +1.203.454.3900, or visit ISG Provider Lens™. information that ISG believes to be current as of July 3, 2019 – August 19, 2019, for providers who actively participated as well as for providers who did not. ISG recognizes that many mergers and acquisitions have taken place since that time, but those changes are not reflected in this report. All revenue references are in U.S. dollars ($US) unless noted. ISG Research™ provides subscription research, advisory consulting and executive event services focused on market trends and disruptive technologies driving change in The lead author for this report is Akhila Harinarayan. The editors are Ipshita business computing. ISG Research™ delivers guidance that helps businesses accelerate Sengupta and Grant Gross. The research analyst is Monica K and the data analyst is growth and create more value. Vishal Kulkarni. For more information about ISG Research subscriptions, please email [email protected], call +1.203.454.3900, or visit research.isg-one.com. 2 © 2020 Information Services Group. Inc. All Rights Reserved. 1 Executive Summary Contents5 Introduction 11 Digital Business – Solutions and Service Partners Archetypes 12 Targeted Transformers Archetype © 2020 Information Services Group, Inc. All rights reserved. Reproduction of this publication in any form without prior 17 Strategic Implementers Archetype permission is strictly prohibited. Information contained in this report is based on the best available and reliable resources. 22 Ecosystem Modernizers Archetype Opinions expressed in this report reflect ISG’s judgment at the 27 Disruption Embracers Archetype time of this report and are subject to change without notice. ISG has no liability for omissions, errors or completeness of 31 Service Providers Across Archetypes information in this report. ISG Research™ and ISG Provider Lens™ 35 Guidance are trademarks of Information Services Group, Inc. 38 Appendix 39 Methodology 42 Additional Relevant Digital Business Solutions and Services Providers Executive Summary ISG Provider Lens™ Archetype Report | February 2020 Section Name EXECUTIVE SUMMARY A Decade of Revolutionizing Businesses using saw a focus on millennials; organizations targeted this consumer segment and workspaces were re-aligned to the needs of this population group. Also, enterprises began to leverage Digital Transformation is Paving the Way for big data and analytics to optimize operations. Together with this, enterprises recognized the New Partnerships and Hyper-Personalized importance of social media in driving perception of service quality or customer experience. The following year, 2013, saw an increase in use of smartphones and mobile apps. In Services in 2020 addition, there was growth in platform-oriented businesses that integrated the digital and With the availability of digital technologies that can be innovatively leveraged and physical realms to provide services to consumers. Also, the year witnessed an increase in hyper-personalized to the needs of users, enterprises are trying to determine ways adoption of cloud and data analytics and the onset of Internet of Things (IoT) adoption in in which they can reap profitability and ensure return on investment (ROI). Digital enterprises. The adoption of these technologies only increased in 2014 and paved the way technologies have multiplied the possibility of such opportunities. Concurrently, for smart machines and omni-channel services. Wearables saw the light of the day with enterprises are focused on addressing the challenges hindering the adoption of these end users adopting Google Glass. Concurrently, enterprises began leveraging advanced technologies and on improving productivity or adding new revenue streams or enhancing analytics technologies such as cognitive analytics to make smart business decisions. With the customer experience. With the adoption of “digital” at its peak now, some observers might availability of data and digital technologies, gamification became a mainstay for industries call this a “post-digital” era; in the last decade, we have seen significant changes in the such as healthcare and education. digital paradigm almost every year. In 2015, there was an increase in adoption of analytics to provide personalized services At the beginning of this decade, digital transformation was focused around four to customers. At the same time, enterprises began using robotics and 3D printing. The technologies, namely, social, mobile, analytics and cloud (SMAC), with most of the deals in integration of business units with IT became imperative. Several companies prioritized the 2011 focused around one or more of these four technologies. The subsequent year, 2012, “platform economy” approach, which increased the scope of services offered to customers. saw the emergence of mobile apps targeted to improve customer experience, and an This approach was widely adopted in 2016, where enterprises began to use it for establishing increase in adoption of bring your own device (BYOD) policy in workplaces. This year also additional revenue streams. Concurrently, automation was on the rise, where artificial 1 © 2020 Information Services Group. Inc. All Rights Reserved. ISG Provider Lens™ Archetype Report | February 2020 Executive Summary intelligence (AI) and machine learning (ML) found increased adoption among enterprises. In 2019, with the increase in adoption of RPA, IoT and cloud, the use of autonomous devices The adoption of virtual reality (VR) and augmented reality (AR) opened the door to increased. Autonomous drones, robots were implemented across enterprises to optimize conceiving experiences that could not be earlier imagined. IoT and cloud were leveraged operations. The year also witnessed an increase in use of blockchain across geographies, across multiple industries, leading to a rise in use of smart machines across organizations. with maximum adoption across supply chains and in smart contracts. Concurrently, the use of advanced data analytics, alongside AI, across industries enabled enterprises to provide Conversational AI was a big hit in 2017; many enterprises launched chatbots to manage personalized services to end users. At the same time, low code and no-code applications customer expectations and as a first-level resolution channel. The emergence of chatbots, have been on the rise and the use of agile, DevOps approaches is increasing to implement or intelligent assistants, enabled enterprises to focus on the establishment of a digital digital applications. AR, VR or mixed reality (MR) are being leveraged to create smart spaces. workforce to aid employee experience and implement technology that allowed flexible Digital ethics is beginning to get its due importance, particularly in the AI domain. workplace structures. At the same time, the adoption of VR and AR increased with enterprises leveraging VR/AR for providing better customer experiences. In the meanwhile, In the last 10 years, the use of different advanced technologies has resulted in many the manufacturing industry leveraged the new concept of digital twin to improve the developments in the digital space. Some of these are considered mainstream and are performance of systems. Blockchain was the buzz word of the year and many use cases providing quantifiable benefits to enterprises. In 2020, enterprises are expected to focus were developed and deployed across industries. on “digital experiences,” either within an organization (for employees) or outside the organization (for customers). With big bets on AI, customer control over their data and The adoption of robotic process automation (RPA) increased in 2018, and AI/deep learning appropriate platform strategy, enterprises will focus on hyper-personalized services by was adopted across enterprises to reduce the time required for end-to-end processes leveraging on a partnership-based approach to deliver digital services to customers. and realize cost benefits. Similarly, 3D printing and blockchain were used extensively by multiple industries. The use of intelligent devices was on the rise and many enterprises
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