ISG Providerlens™ Quadrant Report

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Digital Business – Solutions A research report and Service Partners comparing provider strengths, challenges Australia 2020 and competitive differentiators

Quadrant Report

December 2020 ISG Provider Lens™ Quadrant Report | December 2020 Section Name About this Report

Information Services Group Inc. is solely responsible for the content of this report. Un- ISG Provider Lens™ delivers leading-edge and actionable research studies, reports less otherwise cited, all content, including illustrations, research, conclusions, assertions and consulting services focused on technology and service providers’ strengths and and positions contained in this report were developed by, and are the sole property of weaknesses and how they are positioned relative to their peers in the market. These Information Services Group Inc. reports provide influential insights accessed by our large pool of advisors who are The research and analysis presented in this report includes research from the ISG actively advising outsourcing deals as well as large numbers of ISG enterprise clients Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors, who are potential outsourcers. briefings with services providers and analysis of publicly available market information from multiple sources. The data collected for this report represents information that For more information about our studies, please email [email protected], ISG believes to be current as of September 2020 for providers who actively participated call +49 (0) 561-50697537, or visit ISG Provider Lens™ under ISG Provider Lens™. 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.

The lead author for this report is Craig Baty. The editor is (Ipshita Sengupta). The research analyst is Monica K and the data analyst is Komal Kumari. The Quality and ISG Research™ provides subscription research, advisory consulting and executive Consistency Advisor is (Scott Furlong, Rajib Datta, Michael Gale & Alex Manders). event services focused on market trends and disruptive technologies driving change in business computing. ISG Research™ delivers guidance that helps businesses accelerate growth and create more value.

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6 Introduction

17 Digital Business Consulting Services © 2020 Information Services Group, Inc. All rights reserved. 35 Digital Customer Experience Services Reproduction of this publication in any form without prior permission is strictly prohibited. Information contained in this 54 Digital Product Lifecycle Services report is based on the best available and reliable resources. 70 Blockchain Services Opinions expressed in this report reflect ISG’s judgment at the time of this report and are subject to change without notice. Digital Supply Chain Transformation Services 81 ISG has no liability for omissions, errors or completeness of ™ ™ 92 Methodology information in this report. ISG Research and ISG Provider Lens are trademarks of Information Services Group, Inc. ISG Provider Lens™ Quadrant Report | December 2020 Section Name Executive Summary EXECUTIVE SUMMARY General Trends

After a comprehensive market scan, 123 providers across Australia were identified for Building a digitally transformed enterprise involves much more than the traditional potential inclusion in this study. After extensive review, briefings and survey responses, ISG areas of agile development, now commonly called DevOps. True enterprise agility comes rated 50 providers for the “Digital Business Solutions and Services 2020” report across five through the ability of a business to respond to changes in the competitive environment quadrants for the Australian market. This is the first time this study has been conducted in in real time. Speed and effectiveness of response is critical for the enterprise’s end-to-end Australia, and a large number of vendors participated, indicating the importance of digital value stream. services in this economy. Enterprises undertaking digital transformation understand that technologies like AI, IoT, Digital transformation (DX) is one of the key trends in modern business. It refers to both the blockchain, open source, and workplace automation and collaboration have a significant digitalization of existing processes and the development of new and digitally enabled ways influence on agility, costs and productivity. In Australia, there has been strong movement of doing business. It is a broad term that encompasses many technologies and business in recent years to cloud-based processing and away from models based on in-house data processes. Many new and evolving technologies, such as artificial intelligence (AI) and the centers, with many benefits. But for most organizations, the journey is far from complete. Internet of Things (IoT) are accelerating these trends and leading to exponential changes in In a competitive and digitally transformed world, this means that many Australian organi- many areas. zations are essentially becoming their own software providers. They are increasingly hiring Australian enterprises are continuously evaluating ways to increase their competitiveness, developers and training employees to become developers, while removing the boundaries improve their delivery structures and enable remote working and business continuity. between the development and use of applications. They are moving toward DevOps These trends were significantly accelerated due to the COVID-19 pandemic which, although modes of working and engaging more closely with users. All staff in the organization are it affected Australia less severely than many countries, was still extremely disruptive to being encouraged to think like developers and look for ways to create and implement business practices. The challenge is not just technological, it is also cultural, because it digital solutions quickly, often using low-code platforms. involves changing mindsets, transforming established processes and testing traditional Digital transformation evolves through virtualization of technologies and operations while management practices. Effective DX also requires the achievement and maintenance of integrating the virtual and physical worlds. From the perspective of IT infrastructure, flexibility, agility, speed and collaboration across departmental and enterprise boundaries, ‘virtual’ simply means running workloads remotely in the cloud, with a software-defined while enabling the workforce and delivering benefits to customers. architecture and infrastructure.

Digital transformation of functions includes technologies and techniques such as auto- They often contain self-healing mechanisms. Reporting and forecasting models are mation, AI and cognitive technologies, and feedback and analytical capabilities that can used to detect and contain problems and resolve them where possible. To trace and be applied in both the real world (such as production facilities, customer contact centers, improve forecasts or automate methods, results and reports are stored and shared retail environments and other customer touchpoints, including mobile) and in the virtual with stakeholders based on the DevOps model to improve the quality of a service. world by automating responses and interaction with clients, partners and governments. Software and applications are increasingly being developed in digital or virtual test labs — Highly modular services and microservices are provisioned ad hoc, providing an appli- often through automation — and tracked using internal or external sensors or compatible cation programming interface (API)-controlled data model that classifies and handles touchpoints during and after delivery to identify customer preferences in real time. device and personal data, information and applications. Service billing is done through multiple channels such as credit cards, PayPal mobile wallets and cryptocurrencies. Digital services typically have a number of characteristics: Many services are produced within decentralised and globally scaled ecosystems They combine automation with autonomy, providing multiplatform compatibility. with complementary business partners and offerings. Users of such services can also Service performance can be guaranteed independent of utilization rates, based on become providers, or ‘prosumers’, and contribute their own data or content. Ultimately, automated and predictive system provisioning tools. Service delivery is based on ubiq- they become part of the value or supply chain. Individual services can be chained uitous communications and information networks that include stationary and mobile into new mash-up services, based on any number of third-party services, allowing for networks and low-power, wide-area (LPWA) networks such as IoT and narrowband IoT exponential growth, many innovations and the success of niche products and non-lin- (NB-IoT). ear business models. Despite a high degree of automation, digital services provide individual variants (such Digital transformation is challenging many established business models and changing an as efficiency, prioritization, dynamic response and provisioning, automated policy map- enterprise’s relationships with customers, employees and business partners at every stage ping and high security) that are based on an integrated service management approach. of the value chain. It is essential that Australian enterprises find the appropriate software Performance can be adjusted based on information from the digital customer journey, and services providers, consulting houses, and IT vendors that can provide the support such as information gathered by cookies and movement profiles. Service variations they need in a fast-changing world. and improvements are location- and time-independent and are performed based on customer preferences or categorization for other influencing factors.

To better understand how suppliers are delivering DX products and services to their change management, metrics and auditing and even competitive analysis. It can also clients, ISG has developed a framework with five broad service delivery areas: include the management of an organization’s digital backbone, which can encompass public and private public cloud, serverless computing and in-house infrastructure. Digital Business Consulting Services On the technical side, this can include API and microservices performance management, Digital Product Lifecycle Services service catalogs, application performance monitoring (APM), AI platform management Digital Customer Experience Services and other emerging operations that require efficient management. Traditional managed services providers do not usually consider these additions. Digital Business Consulting Blockchain Services Services providers have generally moved to a level higher on the digital services maturity Digital Supply Chain Transformation Services scale, monitoring their clients’ business process performance, operating on IoT data and

This report looks at the leading suppliers in each of these five segments to analyze the measuring business outcomes, including the external customer experience (CX). Australian market and identify the providers that are the current market leaders and Digital Customer Experience Services strongest competitors. We also identify a Rising Star in each segment. Customer Experience (CX) is an integral part of the digital delivery of an organization’s Digital Business Consulting Services products and services. Australia is well advanced in CX techniques and technologies.

As digital transformation becomes the norm, there is increased demand for products Australia is an important Information and Communications Technology (lCT) market. It is and services that help organizations plan, implement, and manage the process. This ISG the 14th largest economy in the world, with a GDP of over US$1.3 trillion and a population analysis focuses on Australian suppliers that specialize or excel in these services, which of nearly 26 million. Australian consumers have high expectations and demand a good cover a broad range of activities provided by many suppliers. The Australian market is very customer experience, which poses additional challenges to service providers. mature, with many local and multinational players. CX is a prominent point of discussion for most businesses across all vertical markets in

Digital transformation usually involves designing and implementing a significant number Australia. It is essentially the capacity to drive customer decisions toward the desired of new business processes. New ways of doing things imply new ways of thinking, which action — usually a sale — that defines their journey. By understanding the behavior of means a cultural change. This means that Digital Business Consulting Services covers their customers, organizations can design an interaction path that influences the customer significantly more territory than traditional technology-based consulting. It also includes decision to buy a product or service or commit to a brand.

In the modern world, an appealing design and a superior CX is fundamental to capturing Creation: Development products and practices have matured over the last few years. an individual's attention. That has led many suppliers to acquire digital design agencies. Agile and low-code development are gradually being replaced by a combination of Good design, which is central to the customer experience, is applied to stores, branches, development and operations that has come to be called DevOps. It empowers agility, apps, websites, social media presence and marketing campaigns. It shows how a customer because an increasing number of enterprise clients now recognise the increased can interact with the organization’s touchpoints. Australia has been especially strong in importance of automated testing. digital design, with many local production houses acquired by larger players for their expertise. Continuous delivery: Ideally, the continuous delivery of updates should prevent products from becoming obsolete and ensure products never need wholesale re- In recent years, digital marketing, of which the CX is an essential component, has emerged placement. But the market for these products rarely exists for long enough to validate as a critical differentiator. It adds the skills needed to understand and improve the this assumption. DevOps is becoming increasingly important. DevOps automation touchpoints' effectiveness. Ideally, digital marketing involves a heavy use of research and statistics. Vast volumes of data are typically captured at each touchpoint, which requires enables continuous delivery and ensures the quality of each product update. DevOps is sophisticated data analytics tools, powered by AI and machine learning (ML), to provide gradually replacing the term ‘agile’ to describe the process of continuously developing actionable insights. and deploying updates through a digital product lifecycle. Digital Product Lifecycle Services Blockchain Services

ISG defines three phases of the digital product lifecycle services: The blockchain services market has attracted many service providers and remains a hot topic in the media, in Australia and globally. As the market evolves, pure blockchain Ideation: A digital product begins with a concept. It may be nothing more than the distributed ledger systems are being displaced by more generic, permissioned distributed digitalization of an existing product or service, or it may be an entirely new way of ledger technologies (DLTs). ISG has collected more than 100 blockchain case studies working. It may end up being an evolution from the first to the second. around the world, most of which are permissioned with a central authority or sponsor that handles the cost of running DLT. In practical terms, DLT is easier to implement and provides concrete results at lower complexity and cost.

ISG research shows that after they go into production, blockchain projects take seven months, on average, to implement, and return on investment (ROI) is obtained on an average of around 18 months. But blockchain projects are usually small and can be quickly executed, which indicates the need for only small teams. Costs are usually also comparatively low. There are many successful blockchain use cases in Australia. Digital Supply Chain Transformation Services

Supply chain management (SCM) has long been an important and recognized discipline in business. Most Australian enterprises have mature SCM processes, and the discipline is well served by local suppliers and consultants. SCM has traditionally dealt with physical objects. In the digital world, the supply chain, like business itself, has been transformed. Digital supply chain transformation deals with both the application of digital technology to traditional SCM and the use of SCM techniques to manage the new breed of digital products and services born out of digital transformation. Digital technology has transformed the traditional supply chain, which is now part of massive global network that enables the speedy delivery of physical products.

Suppliers of Digital Supply Chain Transformation Services help their clients achieve these objectives by providing such services as advising on strategy, choosing and implementing appropriate products and technologies and improving metrics for improved performance and forecasting. One of the most important aspects of digital supply chain transformation is visibility; the ability to track and trace all links in the supply chain. Visibility is a precondition to all other supply chain functions and an enabler of further improvements in efficiency.

Introduction Introduction Definition

Simplified illustration Digital technologies are permeating all aspects of Australian business. The use of information technology (IT) to change the customer journey, improve business Digital Business – Solutions and Service Partners 2020 agility or deliver digital products causes a digital disruption that spans across all business processes. These include sales, trading, production, supply chain, product design and human resource (HR) management, among others. Digital Business Consulting Digital Customer Experience Services Enterprise agility goes beyond software development and encompasses the way organizations can adjust business, development and operations workstreams to Digital Product Lifecycle Services Blockchain Services survive and thrive when competition and customer requirements are constantly changing. This adjustment and the speed at which this happens are relevant and critical for increasing business value. Digital Supply Chain Transformation Services This year, ISG introduced the ISG Digital Cube™, an interactive model of the enterprise capabilities required for digital transformation. The model illustrates Source: ISG 2020 the six capabilities any business must have to fully realize its digital ambitions. These include digital backbone, emerging technologies at scale, enterprise agility, digital ecosystem, insights and business model innovation.

Definition (cont.) Scope of the Report

ISG uses this Digital Cube™ as the main reference model to guide clients through their The 2020 Digital Business Solutions and Services report intends to assist buyers in reviewing digital transformation. This ISG Provider Lens™ study is focused on identifying Australia- their digital business strategy as well as in choosing solutions and service providers. Enterprise based service providers that can support clients in achieving these important digital clients will also benefit from the study as it incorporates ISG’s strengths in global sourcing capabilities. advisory, contract knowledge databases, regional research and expertise in technology

Digital-ready service providers understand the full scope of digital services in providing ecosystems and innovations. constant innovation to improve user experience, accelerate business delivery and incorpo- A comprehensive market scan of the Australian Digital Business Solutions and Services rate intelligent solutions. They partner with leading technology vendors and articulate the market was conducted, which identified 123 companies as active in Australia and potentially use of cognitive computing and learning systems to digitalize any client organization. meeting criteria for inclusion in the report. Coverage depended on provider responses, survey

This ISG Provider Lens™ study offers Australian IT decision makers: participation and relevance. Of these, 50 companies satisfied the criteria for inclusion in one or more of the five ISG Provider Lens quadrants as illustrated below. Transparency on the strengths and weaknesses of relevant providers The quadrant descriptions are as follows: A differentiated positioning of providers by segment Digital Business Consulting Services: This quadrant assesses a provider’s capability to A perspective on the market in Australia. advise clients across the different facets of their digital journey, including strategy, design, data, technology, organizational change management (OCM), operations, digital culture and innovation. It covers services that leverage emerging technologies such as IoT, analytics, AI, advanced mobile and the cloud.

Definition (cont.)

Digital Customer Experience Services: This quadrant assesses a provider’s portfolio Blockchain Services: This quadrant assesses a service provider's competence in consulting, and capacity to deliver business model innovation, enabling enterprises to build com- designing, deploying and operating blockchain. Leaders are identified by their experience in petitive differentiation in the current digital economy. Providers in this space design the prototyping, testing and validation of blockchain solutions, as well as by their ability to run the way an ideal customer (or persona) interacts with a product and a brand. Technology solutions in production environments. experts and designers, along with sales and marketing teams, work collaboratively with Digital Supply Chain Transformation Services: This quadrant assesses service providers across clients in the design process. consulting, integration, support and managed services for the supply chain, covering planning, Digital Product Lifecycle Services: This quadrant assesses a provider’s capacity to execution and insights. This also includes the use of comprehensive frameworks or methodolo- adapt the delivery model to each digital product with required speed, enabling a client gies for digital technologies such as IoT, ML, AI and predictive analytics across the supply chain. enterprise to adopt agile and adaptive operating models. A provider’s portfolio includes Agile, testing and DevSecOps to rapidly deploy or transform products and services according to market changes.

Provider Classifications

The ISG Provider Lens™ quadrants were created using an evaluation matrix containing four segments, where the providers are positioned accordingly.

Leader Product Market Contender Challenger Challenger

The Leaders among the vendors/ The Product Challengers offer a Market Challengers are also very Contenders are still lacking mature providers have a highly attractive product and service portfolio that competitive, but there is still products and services or sufficient product and service offering and a provides an above-average cover significant portfolio potential and depth and breadth of their offering, very strong market and competitive age of corporate requirements, but they clearly lag behind the Leaders. while also showing some strengths position; they fulfill all requirements are not able to provide the same Often, the Market Challengers and improvement potentials in their for successful market cultivation. resources and strengths as the are established vendors that market cultivation efforts. These They can be regarded as opinion Leaders regarding the individual are somewhat slow to address vendors are often generalists or niche leaders, providing strategic impulses market cultivation categories. Often, new trends, due to their size and players. to the market. They also ensure this is due to the respective vendor’s company structure, and therefore innovative strength and stability. size or their weak footprint within have some potential to optimize the respective target segment. their portfolio and increase their attractiveness.

Provider Classifications (cont.)

Each ISG Provider Lens™ quadrant may include a service provider(s) who ISG believes has a strong potential to move into the leader’s quadrant.

Rising Star Not In

Rising Stars are usually Product Challengers with high future potential. This service provider or vendor was not included in this Companies that receive the Rising Star award have a promising quadrant as ISG could not obtain enough information portfolio, including the required roadmap and an adequate focus on to position them. This omission does not imply that the key market trends and customer requirements. Rising Stars also have service provider or vendor does not provide this service. excellent management and understanding of the local market. This In dependence of the market ISG positions providers award is only given to vendors or service providers that have made ex according to their business sweet spot, which can be the treme progress towards their goals within the last 12 months and are related midmarket or large accounts quadrant. on a good way to reach the leader quadrant within the next 12 to 24 months, due to their above-average impact and innovative strength.

© 2020 Information Services Group, Inc. All Rights Reserved. ISG Provider Lens™ Quadrant Report | December 2020 Introduction Digital Business – Solutions and Service Partners - Quadrant Provider Listing 1 of 4

Digital Customer Digital Product Digital Supply Chain Digital Business Consulting Blockchain Services Experience Services Lifecycle Services Transformation Services

Accenture 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader

ASG 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in

Atos 4 Product Challenger 4 Not in 4 Leader 4 Not in 4 Leader

Avanade 4 Market Challenger 4 Product Challenger 4 Not in 4 Not in 4 Not in

Bain & Co. 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in

BCG 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in

BearingPoint 4 Not in 4 Not in 4 Market Challenger 4 Not in 4 Not in

Birlasoft 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in

Block8 4 Not in 4 Not in 4 Not in 4 Rising Star 4 Not in

BlockChain Australia 4 Not in 4 Not in 4 Not in 4 Contender 4 Not in

Bridgei2i 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender

Capgemini 4 Product Challenger 4 Product Challenger 4 Product Challenger 4 Not in 4 Product Challenger

CGI 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in

Digital Customer Digital Product Digital Supply Chain Digital Business Consulting Blockchain Services Experience Services Lifecycle Services Transformation Services

Clavax 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender

Coforge 4 Contender 4 Rising Star 4 Contender 4 Not in 4 Not in

Cognizant 4 Rising Star 4 Leader 4 Leader 4 Not in 4 Not in

Customer Science 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in

Cybage 4 Not in 4 Rising Star 4 Not in 4 Not in 4 Contender

Datacom 4 Contender 4 Contender 4 Not in 4 Not in 4 Not in

Deloitte Digital 4 Leader 4 Leader 4 Product Challenger 4 Leader 4 Market Challenger

Digital First 4 Not in 4 Contender 4 Not in 4 Not in 4 Not in

DX Solutions 4 Not in 4 Not in 4 Product Challenger 4 Not in 4 Not in

DXC 4 Leader 4 Product Challenger 4 Leader 4 Product Challenger 4 Leader

EY 4 Leader 4 Not in 4 Not in 4 Product Challenger 4 Not in

Fifth Quadrant 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in

GEP 4 Not in 4 Not in 4 Not in 4 Not in 4 Contender

Digital Customer Digital Product Digital Supply Chain Digital Business Consulting Blockchain Services Experience Services Lifecycle Services Transformation Services

HCL 4 Leader 4 Leader 4 Leader 4 Contender 4 Leader

IBM 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader

ICM 4 Not in 4 Not in 4 Contender 4 Not in 4 Not in

Infosys 4 Leader 4 Leader 4 Leader 4 Leader 4 Leader

Kinetic Consulting 4 Not in 4 Contender 4 Not in 4 Contender 4 Not in

KPMG 4 Market Challenger 4 Not in 4 Not in 4 Not in 4 Not in

LimeBridge 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in

Logicalis 4 Contender 4 Not in 4 Not in 4 Not in 4 Not in

LTI 4 Product Challenger 4 Contender 4 Contender 4 Contender 4 Product Challenger

McKinsey 4 Leader 4 Not in 4 Not in 4 Not in 4 Not in

Mindtree 4 Product Challenger 4 Leader 4 Contender 4 Not in 4 Contender

Mphasis 4 Contender 4 Not in 4 Product Challenger 4 Not in 4 Contender

NTT 4 Product Challenger 4 Contender 4 Market Challenger 4 Product Challenger 4 Product Challenger

Digital Customer Digital Product Digital Supply Chain Digital Business Consulting Blockchain Services Experience Services Lifecycle Services Transformation Services

Pac Blockchain 4 Not in 4 Not in 4 Not in 4 Contender 4 Not in

Publicis Sapient 4 Leader 4 Leader 4 Leader 4 Not in 4 Not in

PwC 4 Product Challenger 4 Not in 4 Not in 4 Not in 4 Not in

TCS 4 Product Challenger 4 Leader 4 Product Challenger 4 Leader 4 Rising Star

Tech Mahindra 4 Leader 4 Leader 4 Product Challenger 4 Product Challenger 4 Product Challenger

Telstra Purple 4 Market Challenger 4 Market Challenger 4 Not in 4 Not in 4 Not in The Customer Experience 4 Not in 4 Product Challenger 4 Not in 4 Not in 4 Not in Company UST Global 4 Rising Star 4 Contender 4 Rising Star 4 Contender 4 Contender

Visionet 4 Not in 4 Contender 4 Contender 4 Not in 4 Contender

Wipro 4 Leader 4 Leader 4 Leader 4 Contender 4 Product Challenger

Digital Business Consulting Services

In this quadrant report, ISG evaluates providers that offer digital business consulting The following can use this report to identify and evaluate different service providers : services, with the ability to advise clients on the different facets of the digital journey, Chief Information Officers (CIOs) should read this report to understand the relative including strategy, design, data, technology, organizational change management, positioning and capabilities of providers, which can help them effectively plan and improve operations, digital culture and innovation. the reliability and availability of their digital transformation initiatives. The report also

ISG lays out the current positioning of digital business consulting service players in Australia supports the technical and integration capabilities with service providers as well as their with a comprehensive overview of the competitive landscape of the market. The industries strategic partnerships. mainly adopting digital business consulting are retail, financial services and technology, Chief Strategy Officers (CSOs),through this report, will gain knowledge of providers’ media and telecommunication, and public sector. product portfolio capabilities, which, in turn, will enable streamlined workflow for

The enterprises are increasingly adopting and leveraging digital technologies to transform enterprises and enhanced functionality for agents. their fr ont-office and back-office operations. Artificial intelligence (AI) is gaining popularity Chief Technology Officer (CTO) professionals should read this report to understand how among enterprises focusing on reducing operations costs and maximizing output. It is being digital services providers provide the transformation initiatives and how they perform adopted in repetitive tasks that require less manual intervention. when compared with each other.

During the COVID-19 pandemic, the digital adoption among enterprises has increased; Chief Information Security Officers (CISOs) should read this report to understand how however, long-term technology projects are expected to be on hold. The demand for service providers address significant challenges associated with the security of digital consulting services has also declined in the short- to mid-term. Post recession, the transformation, including remote access, over-the-air (OTA) updates and data collection, enterprises will turn to business consulting firms to stay ahead of competitors by adopting transfer and storage. technologies that support the new normal.

Consulting and Transformational Services for Large Accounts DIGITAL BUSINESS CONSULTING SERVICES

Definition

This quadrant assesses a provider’s capability to advise clients across the different facets of their digital journey. This includes strategy, design, data, technology, OCM, operations, digital culture and innovation. Digital business consulting includes services that can transform the design, strategy and operations of a business with the use of emerging technologies such as IoT, analytics, AI, mobile and cloud. The services can significantly improve a client’s customer services, business processes or operating models to realize benefits and drive growth. Providers in this space help organizations to transform and optimize their operational environments through research, benchmarking, advisory and consulting, with focus on IT, business process transformation, program management services and OCM.

The participating companies would have helped their clients through the digital journey, from conceptualizing the vision to delivering the actions needed across different industries.

DIGITAL BUSINESS CONSULTING SERVICES

Eligibility Criteria Observations

Ability to offer one or more consulting services for the digital journey Digital Business Consulting Services

Help clients in formulating their digital roadmap and build both Digital Business Consulting Services cover a broad range of activities provided by many suppliers. short- and long-term digital strategies ISG’s analysis focuses on Australian suppliers that specialize in this area or excel in it. As digital transformation becomes the norm, there is increased demand for any product or service that helps Provide advice and guidance on process optimization to help clients organizations plan, implement, and manage it. realize tangible benefits Digital transformation is about much more than digitalizing existing processes. It usually involves Have an established employee presence in the regions of service. designing and implementing a significant number of new business processes. New ways of doing things imply new ways of thinking, which means a cultural change. This means that Digital Business Consulting Services cover significantly more territory than traditional technology-based consulting.

It involves the traditional areas of product evaluation, systems integration and technical support, but also includes change management, metrics and auditing, and even competitive analysis. It can also include the management of an organization’s digital backbone, which can encompass public and private cloud, serverless computing and in-house infrastructure.

DIGITAL BUSINESS CONSULTING SERVICES

Observations (cont.)

On the technical side, this can include API and microservices performance Many of them position their offerings as regular managed services for applications running in public management, service catalogs, application performance monitoring and private clouds, while they are, in fact, delivering end-to-end digital services. ISG believes that both (APM), AI platform management and other emerging operations that service providers and clients will require a few more years to understand each other’s expectations, require efficient management. Traditional managed service providers do which will need to be further adjusted for scope and service responsibility. not usually consider these additions. Digital Business Consulting Services Of the 33 providers in this quadrant, 12 are leaders and two are Rising Stars: providers have generally moved to a level higher on the digital services maturity scale, monitoring their clients’ business process performance, Accenture leads in the digital business consulting services market with its strong portfolio backed operating on IoT data and measuring business outcomes, including the by 20 acquisitions in the digital space in recent years, and through its Accenture Interactive, Accen- external customer experience (CX). ture Analytics and Accenture Mobility units and innovation centers in the USA. Deloitte Digital is a leader with a wide range of consultancy services in all aspects of digital trans- What clients should look for: For clients procuring Digital Business formation and implementation. It is a highly competent and well-regarded source of advisory and Consulting Services, scope definitions should include API and microser- overall digital business transformation consulting in Australia. vices catalog management, DevOps support, end-to-end performance Cognizant is a Rising Star in the Australian Digital Business Consulting Services market. It has a solid management of applications, APIs, microservices, digital products, AI, bots digital transformation methodology, supported by robust frameworks and many useful tools. and robotic process automation (RPA), at a minimum. DXC is a leader in digital business consulting services in Australia, with an extensive partner network The service providers covered in this report have the tools and knowledge and many local use cases. It is noted for its flexible engagement models. necessary to provide value-added digital services to Australian clients.

DIGITAL BUSINESS CONSULTING SERVICES

Observations (cont.)

EY has a leading market position in Australia and has strengthened its McKinsey has substantial digital expertise across most verticals and is a leader in digital business digital business consulting services with the recent acquisitions of local consulting services. It recently developed ‘Leap’, a strategy blueprint to help clients build new digital digital consultancies Adelphi Digital and Aleron. businesses from scratch. HCL is a leader in digital business consulting services. Its presence in Publicis Sapient became a leader in digital consulting in Australia with its March 2020 acquisition of Australia is now much stronger with the acquisition, in October 2020, of leading local IT management consultancy Third Horizon, which was very strong in the government publicly listed Australia-based IT services company DWS. and utilities sectors. IBM is a leader in the digital Transformation market and is very Tech Mahindra has a wide range of digital and conventional consultancy services and a large strong in digital business consulting. It has a large ecosystem of digital presence in Australia, which is one of its largest international markets. It is very strong in AI and has partners and alliances, including a close relationship with EY that was a partnership with leading robotic process automation (RPA) provider UIPath. announced in July 2020. UST Global is a Rising Star in digital business consulting services in Australia, with an extensive Infosys is a leader in digital business consulting services, with an partner network and a strong focus on clients. It is strong in digital transformation platforms and extensive portfolio of methodologies and tools. It makes extensive use digital continuous delivery. of co-creation with customers to develop proof-of-concept business Wipro is a leader in the digital business consulting segment with a broad range of digital tools and case studies via standard toolsets. an extensive partner network. It brings a multidisciplinary approach to digital business consulting LTI’s digital services consulting service makes extensive use of data services. and analytics, through its Mosaic ‘data-to-decisions’ platform for data engineering. It is particularly strong in engineering, manufacturing and technology verticals.

ACCENTURE Overview Caution Accenture is one of the largest management consulting, technology and outsourcing service providers in the Accenture is a high-end firm with high prices. Its pricing model might mean it is world, with over 500,000 employees worldwide and revenue of US$43.2 billion in fiscal 2019. It has 4,500 unsuited to smaller enterprises. Accenture itself can also be selective about the employees in six offices in Australia, of which half are engaged in technology. In the past few years, Accenture clients it chooses. has been very active in Australia, as in the rest of the world, acquiring consultancies and services companies to build its expertise in specific areas, including digital transformation. These are led in the digital space by Accenture Interactive, Accenture Analytics and Accenture Mobility focus units.

Strengths

Strong presence in Australia: Accenture has four innovation hubs in Australia, in Sydney, Melbourne, Perth and Canberra. Its range of services includes strategy, consulting and integration services for a wide range of platforms and technologies. In February 2020, Accenture acquired AlphaBeta Advisors, an Australia-based business strategy, data analytics and econometrics consultancy, to advise its clients on how to respond to technological, economic and social change. Trained and focused expertise: In 2019, as a part of digital business consulting and implementation, 2020 ISG Provider Lens™ Leader Accenture spent more than US$300 million training employees and consulting partners in all aspects of its applications and the way they interact with other offerings of Accenture, as well as its partner ecosystem offerings, within each industry. Accenture has a very comprehensive digital Diverse offerings: In recent years, Accenture has expanded its model, partially through acquisition, to build offering, covering all facets of planning, advice a set of competencies that help clients grow their digital business and optimize costs. Its capabilities include and implementation. design, development agility and the improvement of legacy systems.

DELOITTE DIGITAL Overview Caution Deloitte Digital was established in 2012, initially through the initiative of the firm’s Australian operation. It is Deloitte Digital has expanded rapidly in Australia in recent years, largely through now active in 29 countries, with more than 50 digital studios employing 16,000 people. The company’s key acquisitions. Clients need to ensure that they are dealing with an integrated team. offerings are strategy, experience and design, content and commerce, customer platforms, managed services Further clarity in Deloitte’s marketing messages concerning areas of capability and and marketing optimization. Deloitte Digital is part of the multinational Deloitte Consultancy Group, which has focus might better address this issue. 312,000 employees worldwide and annual revenues of US$48 billion. Deloitte’s operations in Australia continue to grow rapidly. It has acquired more than 20 small consultancies in the region since 2014, including many digital service agencies.

Strengths

Creative consulting through to implementation: Deloitte Digital is anchored and supported by the capabilities of Deloitte, the world’s largest consultancy, as well as its business relationships and collaborations in the marketplace. This enables it to combine leading digital and creative capabilities with deep industry knowledge, business strategy, versatile technology experience and data-driven analysis.

Wide range of consulting services: Digital business consulting services in Australia include Customer and Market Strategy, Brand Strategy and Design, Behavioral Strategy, Digital Transformation, Digital Ventures, 2020 ISG Provider Lens™ Leader Business Model Design and Value Proposition Design.

People and technology working together: Deloitte connects people and technology and deploys them in innovative configurations to meet the digital challenges of customers. The firm’s consultants are able to bring Deloitte Digital is a very strong player in the agility and problem-solving creativity to deliver an integrated and adaptive end-to-end journey through the digital consultancy market in Australia, with a process of business transformation. wide range of competencies.

DXC Overview Caution DXC Technology is a large IT services company, formed in 2017 with the merger of Hewlett-Packard DXC is perceived, by some enterprises, as slower and less agile than some of its Enterprise’s Enterprise Services business with Computer Sciences Corporation. The company had revenue competitors. It is important for the company to change this notion in this very of US$21 billion in 2019 and 138,000 employees worldwide. It has a large operation in Australia, where it competitive environment to convince potential clients of the validity of its proposed employs 6,000 people and has revenues of more than US$1.4 billion. DXC has more than 100 instances of the solutions. top-three software-as-a-service (SaaS) enterprise applications running in its cloud. The company operates 25 application delivery centers and 23 cloud centers and employs 50,000 application experts. It has a large list of reference clients and projects globally. It also has a significant partner network and capabilities, including a joint practice with AWS. Strengths

Partner network: DXC is one of the largest independent computer services companies in the world, delivering on projects in most industries through strategic alliances with major industry partners such as AWS, AT&T, Dell Technologies, Google Cloud, HP, HPE, IBM, Micro Focus, Microsoft, Oracle, PwC, SAP, ServiceNow and VMware.

Reference/use cases: DXC has large and experienced consulting and technology teams to transition clients to digital business. The company has a large list of use cases/reference clients for projects globally. 2020 ISG Provider Lens™ Leader

Flexible engagement models: DXC has entered into next-generation outcome-based application contracts, with continuous improvement and delivery models, with selective clients. DXC’s wide range of offerings enables it to tailor its contracts to suit the needs of its clients. DXC’s broad range of offerings and extensive experience across all areas of digital consultancy makes it an ideal partner for many projects.

EY Overview Caution Ernst & Young Global Limited (EY) is one of the big four global accounting and consulting firms. Its annual EY tends to work with large enterprises. Small and medium businesses (SMBs) might revenue in 2019 was US$36.4 billion, and it employees 270,000 people globally, including 45,000 technologists find its approach slightly overwhelming and its prices less suitable for their modest and data specialists. EY Australia has offices in all major capitals and employs over 6,000 people, has more than budgets. 500 partners and recently acquired the consultancies Adelphi Digital (2018) and Aleron (2019) to strengthen its capabilities and resources in the digital space.

Strengths

Big-picture perspective: EY’s Digital Business Consulting service includes conventional advice on the planning and implementation of digital strategy and transformation. At the same time, its broad range of traditional services also enables it to offer advice in areas such as digital tax and financial consulting. It has a wide range of technology and consulting partners.

Strong vertical focus: EY operates in all verticals and is particularly strong in financial services, government and consumer markets. In recent years, it has done particularly well with government and public sector clients, 2020 ISG Provider Lens™ Leader capitalizing on the strong growth in digital government services, public financial management and defense projects. In financial services, high demand for business transformation, innovation, technology and accounting EY is a massive organization with a wide requirements have also driven strong growth. range of skillsets that makes it an appropriate Solid technology base: EY makes extensive use of technology to transform its traditional services and launch new offerings. It is currently implementing a US$1 billion technology investment plan. Platform-based solutions partner for enterprises that need a broad encompass big data, automation and analytics. EY is also a world leader in RPA. perspective on digitalization.

HCL Overview Caution HCL Technologies is a global IT services company based in India. Its parent, HCL Enterprises, was originally HCL is still best known as the traditional IT services consultancy. It will take some called Hindustan Computers Ltd. It was mainly a hardware company but spun off HCL Technologies as a time for it to assimilate its acquisition of DWS, and during this time, it needs to software and services company in 1991. The firm had an annual revenue of US$9.9bn in FY20 and employs assure its clients of the cohesiveness of the team they are working with. 150,000 people in 44 countries, including 6,000 in Australia. It has been in Australia since 1999 and now has substantial operations with offices in all mainland state capitals and Canberra. In October 2020, HCL announced its intent to acquire publicly listed Australia-based IT services company DWS for over US$100 million. The acquisition will substantially boost HCL’s presence in Australia, bringing an extra 700 staff and many new customers into the organization. Strengths

DWS acquisition: The October 2020 acquisition of DWS brings substantial expertise to HCL and has considerably increased its client base. DWS was strong in cloud, digital transformation, business intelligence, application development and customer experience design. DWS had itself only recently acquired Canberra- based digital consulting firm Projects Assured (2018) and Sydney-based digital transformation consultancy Object Consulting (2019). Clear strategic focus: HCL delivers through a comprehensive Mode 1-2-3 strategy. Mode 1 is traditional 2020 ISG Provider Lens™ Leader outsourcing and business process outsourcing (BPO) and information technology outsourcing (ITO); Mode 2 is digital and analytics services, cloud services, IoT and cybersecurity; Mode 3 revolves around products and platforms, HCL Software, DRYiCE (AI and automation) and industry platforms. HCL has many hidden strengths and digital Established digital service catalog: HCL’s 360° Digital Service Catalog is fully aligned with its digital business offerings. The acquisition of DWS will help and is driven by a “consulting first” principle to deliver HCL’s three key grouped service areas, namely, digital the company enormously in Australia. consulting, digital applications and platforms, and data and analytics.

IBM Overview Caution IBM is a major global IT hardware, software and services provider with a significant market share in all Digital The sheer range of IBM’s digital offerings can be confusing to many clients. At times Business Consulting Services quadrants. Its annual revenue, in 2019, was US$77 billion, and it employs 350,000 it even seems like different parts of IBM are not aware of all the company has to people worldwide. IBM Australia employs more than 4,000 people, with an annual revenue of US$2.6 billion offer. in 2019. IBM’s July 2019 acquisition of Red Hat, after years of close cooperation, has positioned it as a cloud computing powerhouse. Along with cloud infrastructure and services, IBM also offers business strategy development and design services to engage customers and explore new revenue streams, with its iX Consulting Services for digital strategy and CX and digital platforms.

Strengths

Focus on innovation: IBM’s size enables it to undertake pure research, which ensures many innovative products. The company has translated its inventive process into IBM Garage, which merges design thinking with labs and rapid prototyping capabilities. IBM supports clients in areas such as business strategy development, digital process redesign, business and talent transformation and the development of responsive operating models. Many of these are increasingly being supported by AI. Large partner ecosystem: IBM has a large partner ecosystem, in some cases forming focused alliances. In 2020 ISG Provider Lens™ Leader July 2020, it announced an alliance with EY, designed to help both organizations help clients accelerate digital transformation and leverage the hybrid cloud capabilities of Red Hat OpenShift and IBM Watson, 5G and edge technologies. IBM has it all, if you know where to find it. It has Emphasis on cloud and AI: IBM is strong in cloud computing. It is one of the leading service providers of AI and data analytics. It integrates its Watson AI capabilities into its digital business transformation offerings, which is an impressive ability to reinvent itself. further enhanced, from a strategic integration roadmap viewpoint, by its recent alliance with EY.

INFOSYS Overview Caution Infosys is a large IT services provider based in Bengaluru, India. The firm employs 242,000 people in 46 countries Infosys is not strong in marketing compared with many of its more aggressive and had an annual revenue of US$12.7 billion in 2019. It employs around 4,000 people in Australia, where it competitors and has a lower profile than size and capabilities suggest it should. This opened its first office in 2003. It is now represented in all major capital cities. Infosys was a pioneer of the global can lead to it being overlooked by some potential customers. delivery model and the first IT company from India to be listed on the Nasdaq. Infosys’ Digital Practice employs over 50,000 specialists in 26 digital studios globally, including two in Australia. The company has over 100 alliance partners and has made many acquisitions in the digital space in the last 18 months. It has a US$1 billion Infosys Innovation Fund.

Strengths

Complete consulting portfolio: Infosys offers consulting for business cases, or the strategy roadmap, as well as modern tools for agile training and coaching, process workflows and metric design and implementation. These are based on the SAFe agile development methodology to enable scalability and manage the three key parameters of time, scope and cost efficiency.

Internal digital business innovation: Infosys uses design mindset, creative confidence, design thinking and rapid prototyping methods to understand and develop customer business change cases within its consulting 2020 ISG Provider Lens™ Leader engagements. Customers can rapidly see and try proposed solutions or business changes before deployment. Co-creation to deliver consulting results: Infosys focuses on developing solutions that use both its Infosys is a full-service digital consulting proprietary solutions and the technologies and services of its partners to create value for customers. The company with a wide range of methodologies company works closely with customers in projects and develops proof-of-concept business case studies via standard toolsets, including technology ROI projections. and tools that address every stage of the digital transformation process.

MCKINSEY Overview Caution McKinsey & Company is one of the oldest and best-known management consultancies in the world, with annual McKinsey is known for placing a premium on its expertise. Its clients are typically revenues of more than US$10 billion in 2019, and 27,000 employees. It has a presence in Australia but does not large enterprises and government agencies. It is unlikely to find a fit with smaller reveal its employee numbers. The firm pioneered many management techniques and has been very influential organizations. in the growth of the consultancy business globally. McKinsey says that more than 40 percent of its work now includes inputs from its McKinsey Digital division, which has 5,000 digital and technical specialists. Most of its work has traditionally been in strategy, though, in recent years, it has expanded the scope of its operations to work more closely with clients in the tactical implementation of its recommendations.

Strengths

Formalized transformation strategy: In 2019, McKinsey introduced ‘Leap’, a strategy blueprint to help clients build new digital businesses from scratch as if they were internal startups. Leap draws on proprietary McKinsey sector-specific research into what drives value in the digital economy. The approach is anchored around five key workshops that help identify the optimal portfolio of initiatives. There are now 700 Leap practitioners within the firm. Digital expertise: McKinsey Digital has developed substantial capabilities in digital strategy and 2020 ISG Provider Lens™ Leader implementation. Its Digital Labs are intended to help clients capture new value from digital. Its Experience Studio is a global digital initiative where clients can be “inspired by new technologies, enlightened by peers and best practices, and connected with thought leaders from around the world.” It also runs a Digital Academy to McKinsey has done a great job of integrating help clients build digital capabilities. strategic and tactical advice. Its move into digital Vertical expertise: McKinsey is particularly strong in the government and public sector, retail, financial services, business consultancy has been especially successful. media, and energy sectors. It has built a substantial digital business with large enterprises in these industries with an approach that is immersive and experiential, balancing investment in digitalizing existing business models and developing new business models.

PUBLICIS SAPIENT Overview Caution Publicis Sapient was founded as Sapient in 1990. It was acquired by the France-based advertising firm, Publicis, The acquisition of Third Horizon has strengthened the company in Australia, but in 2015. It had a revenue of US$1.5 billion in 2019. Publicis Sapient has three offices in Australia, employing clients need to be aware of potential integration issues and ensure they are dealing more than 200 people. The company’s profile in Australia increased considerably in March 2020 when it with an integrated team. acquired Australia-based IT management consultancy Third Horizon, which was very strong in the government and utilities sectors. The acquisition increased the company’s headcount in Australia by 50 percent. The firm has formal alliances with many major vendors, including Adobe, Amazon Web Services, Google Cloud, IBM, Microsoft, Salesforce, SAP Hybris and Sitecore.

Strengths

Third Horizon acquisition: The March 2020 acquisition of Third Horizon demonstrated the firm’s commitment to the Australian market and greatly increased its skill set and reach. Third Horizon was particularly strong in digital strategy, design, technology enablement, change management and program delivery.

Many referenceable cases in Australia: Publicis Sapient has referenceable accounts in Australia in public sector, higher education, health care, retail and consumer goods, energy and utilities, financial services and in other verticals. 2020 ISG Provider Lens™ Leader

Broad digital consulting portfolio: Publicis Sapient provides services in strategy and consulting, customer experience and design, technology and engineering, enterprise platforms, data and AI, and innovation and digital product management. Publicis Sapient is now a major player in the Australian Digital Business Consulting Services market.

TECH MAHINDRA Overview Caution Tech Mahindra, based in Pune, India, is a global IT services company with an annual revenue of US$5.2 billion Tech Mahindra has robust offerings and is well established in Australia, but often in 2019. It has 125,000 employees globally. It is part of the US$21 billion Mahindra group, one of the largest In- assigns junior consultants to project. Clients need to thoroughly check the creden- dia-based industrial conglomerates. Tech Mahindra has been in Australia since 1998. It employees 6,000 people tials of the team they will be working with. locally and accounted for a revenue of around US$400 million in 2019. It has grown its digital skills organically and through acquisitions; in recent years, it has acquired a number of significant digital business consulting suppliers globally.

Strengths

Major presence in Australia: Tech Mahindra has offices in Sydney, Melbourne, Brisbane, Perth and Canberra. Sydney and Melbourne are the major delivery centers, with one planned in Brisbane. Australia is one of the company’s largest international markets. It has over 50 clients, including many major financial institutions, telcos, media and entertainment companies, transport and logistics firms and large government agencies.

Wide range of consultancy services: Tech Mahindra offers a full suite of business and technology consultancy services, enabling it to work with clients on all phases of the digital lifecycle. It has extensive experience in cloud 2020 ISG Provider Lens™ Leader and infrastructure services and in helping clients with digital transformation. In Australia, it has many major referenceable customers. Tech Mahindra is a well-established IT services Strong in AI: Tech Mahindra has established a partnership with leading RPA provider UIPath and, earlier this company with mature digital consultancy year, acquired Seattle-based Zen3 Infosolutions to boost its digital AI capabilities. It embeds AI and ML into many of its client applications and has numerous specialists in the area. capabilities. It should be a good fit for most digital transformation projects.

WIPRO Overview Caution Wipro is a major global IT consultancy and software company based in India. It operates in over 100 countries Wipro’s solutions and services are best suited for clients that are open to automa- and had an annual revenue of US$9 billion in 2019. It began as a consumer goods company after World War II tion and potentially remote delivery. Potential clients that are not looking for a high and moved into IT in the 1970s, which became the firm’s major source of revenue. In 2013, it spun off non-IT degree of automation and are focused on traditional ways of doing business may activities into Wipro Enterprises. Wipro Ventures is a US$100 million fund that invests in emerging technologies find their offerings confusing or overpowering. of strategic relevance for its clients. Wipro employs 175,000 people globally, of which 2,000 are in Australia. It entered the Australian market in the late 1990s and has been very successful, mostly offering services to large enterprises in the government, financial services, telecoms and utilities sectors. In recent years, digital consulting services have constituted the bulk of its activities in Australia. Strengths

Broad range of digital tools: Wipro has developed a wide range of tools specifically to help its customers in their digital transformation journey. The first of these is its Digital Fitness Assessor, intended to quickly assess digital readiness and identify gaps. This enables the commercial model to be tied to the achievement of key performance indicators (KPIs) such as cycle-time reduction, a reduction in the cost of change and productivity improvement. Large partner network: Wipro has an extensive partner ecosystem to help it provide solutions to its 2020 ISG Provider Lens™ Leader customers. It is also involved in co-innovation with customers, which impacts development and innovation. Wipro’s digital partners in Australia include Adobe, Aprimo, AWS, Boomi, Broadcom, CommerceTools, ConfigIT, Wipro’s automation, analytics, innovation, and Contentful, Episerver, FirstHive, GCP, IBM, MicroFocus, Microsoft Azure, Oracle, Pega, Salesforce, SAP, Shopify, Software AG, Sprinklr, Pivotal, TIBCO and Tricentis. product lifecycle solution (PLS), together with

Multidisciplinary approach: Wipro organizes its digital product development teams into various ‘cells’. These its industry experience, enable rapid agile cells are autonomous cross-functional teams, including both customer and Wipro specialists. Design Lighthouse delivery of world-class solutions. Cells are typically innovation-focused, with a heavy business, design, and strategy and leadership presence; Multiple Acceleration Cells contain deep engineering and delivery expertise.

RISING STAR: COGNIZANT Overview Caution Cognizant, based in the U.S., provides a range of IT services, including digital, technology, consulting and oper- Cognizant’s recent spate of acquisitions have not yet been fully integrated in ations services. It has annual revenues of US$16.8 billion and 293,000 employees, including 53,000 in its Digital Australia or the rest of the world. Business division. It has a strong presence in Australia. Cognizant provides an extensive range of digital strategy consulting services and is especially strong in customer experience services. In recent years, it has grown very strongly, both organically and through an aggressive acquisition strategy that includes a number of Australia-based companies (SaaSFocus, Adaptra, Nova IT, and Odecee). Other major acquisitions in the digital space include Lev, Contino, Mustache, Softvision, Zone, and Netcentric.

Strengths

Global and local presence: Cognizant has a global reach and provides its clients with leading-edge technologies. Cognizant 360° Vision is a toolset for real-time AI data analytics, and Cognizant Interactive is a boutique-style digital agency experience with human insights. Cognizant Interactive agencies have local teams in major cities, backed by the deep industry experience of Cognizant’s consulting staff.

Solid digital transformation methodology: Cognizant has developed a ‘digital engineering journey’ for digital transformation based on portfolio discovery and assessment, use of productivity tools for agile delivery and an 2020 ISG Provider Lens™ Rising Star Intelligent Acceleration Platform for implementation.

Solid frameworks and tools: Cognizant’s Digital Maturity Assessment is used to quickly assess the digital maturity of a company. It then brings together expertise from its many service areas to build an executable Cognizant is very people-focused and has roadmap to pave the way for toward achieving the benefits of digital transformation and modernization. a very broad digital business product range. Cognizant makes extensive use of metrics to track progress. Most clients should find it a good fit.

RISING STAR: UST GLOBAL Overview Caution UST Global is a US-based company established in 1999, with 26,000 employees in 25 countries. As a private UST Global is still comparatively small in Australia, although it can quickly leverage company, it does not publish revenue figures, but a US$250 million investment into UST Global 2018 by its diverse global practices, and clients need to ensure that it is the right fit for their Temasek, the investment arm of the Singapore government, valued it at over $1 billion. Most of its development business needs. is done in India, where it has a large campus in Trivandrum, Kerala, with development or delivery centers in most major cities. It has operated in Australia since 2015, with a staff strength of over 100 in its offices in Sydney and Melbourne, both of which operate as delivery centers. It has established a small but notable referenceable client base in Australia, where it has grown strongly in recent years.

Strengths

Client focus. UST Global’s broad range of services include digital customer engagement, mapping, data analytics, AI, cloud consulting, product engineering, automation and cybersecurity solutions. It functions with the two mottos, “fewer clients, more attention” and “commitment beyond contract”. Its strategic advice is contractually tied to delivering outcomes for its clients.

Specialist approach: UST Global is strong in digital transformational platforms and digital continuous delivery. Its digital execution framework encompasses four levers, namely, sustainable strategy, human experience, 2020 ISG Provider Lens™ Rising Star technology and ecosystems. Extensive partner network: UST global has established network platform partners and universities around the UST Global is a Rising Star in the Digital globe, including AWS, Infoworks, Intel, Microsoft, Oracle, Salesforce and SAP. It also uses a number of smaller Business Consulting Services market and has boutique consultancies around the world for specific projects. established an impressive track record in its short time in Australia.

Digital Customer Experience Services

In this quadrant report, ISG evaluates providers offering customer experience (CX) solutions The following can use this report to identify and evaluate different service providers : and services , with the ability to deliver business model innovation and enable enterprises IT leaders should read this report to understand the relative positioning and capabilities to build competitive differentiation in today’s digital economy. of providers that can help them effectively plan and improve the reliability and availability

ISG lays out the current positioning of CX players in Australia with a comprehensive of their business. overview of the competitive landscape of the market. ISG observes a lack of investment Security and data management leaders should read this report to gain a competitive among enterprises in harnessing the advantages of the CX to increase brand awareness, global overview of the data centers that are managed and hosted by providers. The report customer satisfaction rates and customer retention rates. Also, by adopting CX services, also gives an outline to operate with strengthened security in the shared infrastructure of enterprises are expecting to increase productivity, innovation and change management public cloud. capabilities to keep pace with competitors’ offerings, increase revenue, and maintain Digital transformation professionals should read this report to understand a provider’s margins, quality and level of operations. capability to deliver seamless omnichannel solutions, leveraging artificial intelligence (AI) When companies respond to changing consumer behaviors due to COVID-19, building and analytics for superior CX. The report would also give an insight into how the providers digital-led experiences that help them connect empathically with their customers can can be compared with one another. increase customer loyalty. In Australia, digital adoption by enterprises continues to Business strategy leaders, through this report, will gain knowledge of providers’ product gain popularity to ensure the continuity of enterprise services to their customers. The portfolio capabilities, which, in turn, will enable streamlined workflow for enterprises and importance of multichannel servicing through website, live chat and social media is enhanced functionality for agents. increasing. The enterprises are expecting to deliver consistent experience across all channels, both online and offline. Adoption of AI chatbots is also increasing in the region.

DIGITAL CUSTOMER EXPERIENCE Consulting and Transformational Services for Midmarket SERVICES

Definition

This quadrant assesses a service provider’s portfolio and capacity to deliver business model innovation, enabling enterprises to build competitive differentiation in today’s digital economy. CX design involves transforming the way companies organize their marketing, sales, delivery and post-sales processes. Essentially, it transforms all the business processes of an enterprise around the customer.

CX refers to the way digital companies design differentiation. This area includes conceiving customer journeys to create new business models that require next-generation technologies and business ecosystems. These companies design the way an ideal customer (or persona) interacts with a product and a brand. The design process has technology experts, designers, sales and marketing teams working collaboratively with clients. Design thinking and lean are

DIGITAL CUSTOMER EXPERIENCE SERVICES

Definition (cont.) Eligibility Criteria

common methodologies in use. Leading firms use analytics to extract Focus on user experience to design apps, web resources and product/services with an omnichannel insights from user data, as cognitive computing extracts data from approach conversations, texts and social media. The experience is measured with Employ design thinking or alternative methodologies that involve the customer in designing products simple A/B tests as well as complex sentiment analysis that is captured and services from customer interactions. Offer consulting and integration services for client’s end-to-end customer journey cycle CX includes daily monitoring and measuring of the customer experience for driving changes to the journey, the supporting technology and Provide services with local expertise in Australia business processes. The CX team produces a continuum change of digital businesses, delivering business model innovation and enabling enterprises to build competitive differentiation in the current digital economy. Providers that have qualified for this quadrant provide consulting and implementation services for improving CX for their clients.

DIGITAL CUSTOMER EXPERIENCE SERVICES

Observations

Digital Customer Experience Services In the modern world, an appealing design and a superior CX is fundamental to capturing an individual's attention. That has led many suppliers to acquire digital design agencies, including smaller Australian Australia is well advanced in customer experience (CX) techniques and design consultancies. Good design, which is central to the customer experience, is applied to stores, technologies. CX is an integral part of the digital delivery of an organi- branches, apps, web sites, social media presence and marketing campaigns. It shows how a customer can zation’s products and services. In recent years, many Australian service interact with the organization’s touchpoints. providers have built or acquired CX expertise to help their clients, often through acquisition. In recent years digital marketing, of which the CX is an essential component, has emerged as a critical differentiator. It adds the skills needed to understand and improve the touchpoints' effectiveness. Ideally, Australia is an important IT market. It is the 14th largest economy in digital marketing involves a heavy use of research and statistics. Vast volumes of data are typically the world, with a GDP of over US$1.3 trillion and a population of nearly captured at each touchpoint, which requires sophisticated data analytic tools, powered by AI and machine 26 million. Australian consumers have high expectations and demand learning (ML), to provide actionable insights. Data-driven AI/ML insights do not replace people but allow a good customer experience, which poses additional challenges to for scaling operations. CX is central to the process. service providers. What clients should look for: For enterprise clients it is essential to separate the customer journey from CX is a prominent point of discussion for most businesses across all ver- product development. The latter is assessed in the Digital Product Lifecycle Services quadrant, where tical markets. It is essentially the capacity to drive customer decisions clients can find the scope and buying selection criteria. Customer experience improvements involve more toward the desired action — usually a sale — that defines their journey. than digital products. Improvements in existing applications and processes are often necessary, but By understanding the behavior of their customers, organizations can new development is not always necessary. When contracting customer journey services, clients should design an interaction path that influences the customer decision to buy a product or service or commit to a brand.

DIGITAL CUSTOMER EXPERIENCE SERVICES

Observations (cont.)

examine a vendor’s capacity around market research, design, customer Of the 28 providers in this quadrant, 11 are leaders and two are Rising Stars: behavior analytics, business process improvements and prototyping Accenture is continuously acquiring companies with digital agencies, design, marketing, and analytics and validation, and its ability to change a client organization, making it and data service capabilities to evolve its CX service offerings. It has substantial CX expertise and a more customer centric. dedicated Customer Operations services division, with four innovation hubs in Australia. CX services should have clear definitions of scope and delivery. One Coforge, formerly known as NIIT, is a Rising Star in digital CX services in Australia. It has a strong CX alternative is to start defining metrics in areas such as sales, e-com- focus, a mature digital architecture and a strong suite of design tools. It is in the process of rebranding merce navigation, omnichannel experience, taking a client from the and reinventing itself and is developing a considerable range of digital capabilities. landing page to the buy button, and other action sequences that define the customer experience. The project delivery or outcome should be Cognizant is a leader in digital CX services, with its 360° Vision methodology, offering real-time insights measurable, through such metrics as an improvement in the sales with AI analysis. It is very strong in design and digital content. conversion rate of one item or product line, an increase in in-store or Cybage Software is a Rising Star in this quadrant and is growing quickly in Australia. It is a CX and e-commerce traffic, and a rise in the number of requests for quotes. digital services specialist, with its Cybage Digital division providing a complete range of design, content Clients can obtain better project control by restricting the change and e-commerce capabilities. perimeter. Deloitte Digital is a leader in digital CX services. In October 2020, Deloitte Australia acquired Ekulus, a Melbourne-based digital consultancy firm, specializing in delivering Oracle CX cloud implementation services.

DIGITAL CUSTOMER EXPERIENCE SERVICES

Observations (cont.)

HCL has a good CX story and a strong product line. In October 2020, Publicis Sapient is a CX leader that has expanded the meaning of the term to include ‘computational it acquired publicly listed Australia-based IT services company, DWS, experience’. Its profile in Australia expanded considerably in March 2020 when it acquired Austra- which will increase its client base and depth of services significantly. lia-based IT management consultancy, Third Horizon.

IBM is a leader in digital CX services. It has great depth in AI and TCS is a leader in digital CX services with a robust CX platform that uses a machine-led approach and an modeling, with an extensive range of systems-backed CX and busi- extensive range of CX assessment tools and has strong data analytics capabilities. ness transformation processes . It has a large CX partner ecosystem, Tech Mahindra has very strong CX design capabilities and well-integrated product set. It is well-estab- which includes a strong relationship with Adobe. lished in Australia, with a large client base spread across many verticals. Infosys is a leader with a robust digital and CX framework. It can Wipro is a CX leader with extensive design skills and a strong tradition of co-innovation with customers. offer extensive training and has a very hands-on approach of imple- It maintains a pool of user experience (UX) specialists in consulting, design and development services. mentation. Its CX platform is based on the Oracle Fusion Integration Framework.

Mindtree has a large CX consulting practice, which includes a large Experience Design Group (EDG). It integrates its extensive CX capabilities within product design, with a focus on building connected, cognitive and edge-enabled processes.

ACCENTURE Overview Caution Accenture is one of the largest management consulting, technology and outsourcing service providers in Accenture is constantly adding more agencies, design studios, content providers the world, with over 500,000 employees worldwide. It had revenues of US$43.2 billion in fiscal 2019. It has and design and service creation companies to its digital portfolio. Such continuous 4,500 employees in six offices in Australia, of which half are engaged in technology. Accenture is continuously mergers and acquisitions (M&A) typically require time to allow the company to offer acquiring companies with digital agencies, design, marketing, and analytics and data service capabilities to fully embedded end-to-end solutions seamlessly. evolve its CX service offerings. It has substantial CX expertise and a dedicated Customer Operations services division, with four innovation hubs in Australia.

Strengths

CX Expertise: Accenture has a dedicated Customer Operations Services division that helps clients achieve customer loyalty by lowering the cost of service and optimizing customer interactions at every phase of the customer journey, and by streamlining the sales force, indirect channel partnerships and joint initiatives .

Broad digital transformation expertise: In recent years, Accenture has expanded its range of digital services, acquiring and building a large range of competencies. It offers services that are more suited to the digital world

and increasingly outcome-based and based on profit- and risk-sharing models. 2020 ISG Provider Lens™ Leader Strong presence in Australia: Accenture has four innovation hubs in Australia, in Sydney, Melbourne, Perth and Canberra. Its range of services includes strategy, consulting and integration services for a wide range of platforms and technologies. Accenture offers a seamless end-to-end capability in the CX space in Australia and is able to deliver from strategy through ideation to finished and released product effortlessly.

COGNIZANT Overview Caution U.S.-based Cognizant provides a range of IT services, including digital, technology, consulting, and operations Cognizant has made many acquisitions, in Australia and globally, not all of which services. It had annual revenues of US$16.8 billion in 2019, and 281,000 employees. It has a strong presence have been fully integrated. It also often uses separate teams for consulting and in Australia. Cognizant is strong in CX services, especially in design and digital content. In recent years it has delivery, which may lead to problems. acquired a number of companies in Australia: SaaSFocus, Adaptra, Nova IT and Odecee.

Strengths

CX capabilities: Cognizant has substantial CX and employee experience (EX) skills across strategy and design, data analytics and AI, digital marketing, digital content and experience technologies.

Artificial intelligence: Cognizant’s Customer360.Next creates a single view of each customer with pre-built data models. Customer Journey AI (CJAI) aggregates customer data across channels, including web, mobile and IVR. Persona Engine is an algorithm wireframe accelerator for predictive analytics. Elf is a ”data ingestion” toolkit

that provides audit, balance and controls. 2020 ISG Provider Lens™ Leader Growing presence in Australia: Cognizant’s recent Australian acquisitions greatly increased its footprint and skills base in Australia, ensuring much greater depth to its delivery capabilities. Cognizant has a robust set of CX offerings and integrates them with its entire digital transformation portfolio.

DELOITTE DIGITAL Overview Caution Deloitte Digital is a part of the multinational Deloitte Consultancy Group, which has 312,000 employees world- Deloitte Digital’s comprehensive digital offering is intended for large enterprises. Its wide and had annual revenues of US$48 billion in 2019. Deloitte’s operation in Australia has acquired more delivery and pricing models may not suit midmarket enterprises. than 20 small consultancies in the region since 2014, including many digital service agencies with expertise in CX. Deloitte Digital was formed in 2012 as a direct result of an initiative of the firm’s Australian operation. It is now active in 29 countries.

Strengths

Strong CX expertise: In October 2020, Deloitte Australia acquired digital consultancy Ekulus, a Melbourne- based firm specializing in delivering Oracle CX cloud implementation services. In 2019, it acquired another Oracle partner, Presence of IT. Its alliance with CX specialist Medallia makes customer experience management (CEM) an operational and focal part of the enterprise.

Digital focus: The formation of a separate group within the parent organization shows how serious the firm is

about digital. It is strongly focused on its customer and its customers’ customers, with CX capabilities strongly 2020 ISG Provider Lens™ Leader integrated across its whole portfolio.

Ecosystems and alliances: Deloitte Digital has a large partner and alliance ecosystem of specialized companies to assist in ideation through to implementation. It has alliances with many leading technology partners. Deloitte Deloitte Digital began in Australia and has a has developed alliances with the most relevant technology providers, such as Adobe, SAP, Salesforce, IBM and MuleSoft. comprehensive suite of services, including a strong CX offering.

HCL Overview Caution HCL Technologies is a global IT services company based in India. It has strong CX capabilities, both home- HCL is still in the process of integrating DWS into its CX team. Clients should ensure grown and through acquisition. The firm had an annual revenue of US$9.9 billion in FY20 and employs they are dealing with HCL CX specialists across all its relevant products and services. 150,000 people in 44 countries, including 6,000 in Australia, where it has operated since 1999. In October 2020, HCL announced its intention to acquire publicly listed Australia-based IT services company DWS for over US$100 million. The acquisition will substantially boost HCL’s presence in Australia, bringing an extra 700 staff and many new customers into the organization.

Strengths

CX acquisition: In 2019, HCL acquired Strong-Bridge Envision, a U.S.-based digital consulting firm ― specializing in CX strategy, business transformation and change management ― to strengthen its overall digital consulting and CX capabilities.

Contact center expertise: HCL is particularly strong in helping clients improve the CX of their contact centers. It has deep skills with AI tools and customer analytics and has worked with many contact centers in India and

globally to improve its CX interface. 2020 ISG Provider Lens™ Leader CX integration: HCL helps its customers create multidisciplinary teams (UX and CX, full-stack technologies, AI, big data, augmented reality/virtual reality (AR/VR)) to work together across geographies on digital transformation programs at scale. HCL has a good CX story and a strong product line. The acquisition of DWS will help enormously in Australia.

IBM Overview Caution IBM is a major global IT hardware, software and services provider with significant market share in all Digital IBM has a very large product suite and multiple delivery teams. These can be Business Consulting Services quadrants. It had an annual revenue of US$77 billion in 2019, and it employs difficult at times for customers to navigate. Constant acquisitions and reorganiza- 350,000 people worldwide. IBM Australia employs more than 4,000 people, with an annual revenue of about tions do not help. US$2 billion in 2019. IBM has a research lab in Melbourne that conducts CX analysis.

Strengths

Innovation, AI and modeling strengths: IBM’s Watson AI capability has many discrete suites of business focus areas with specific algorithms for the CX space, such as Watson Assistant, Watson Studio and Watson Advertising. The IBM SPSS Modeler uses a predictive analytics platform for CX decisions and implementation.

Adobe, IBM, and Red Hat partnership: The partnership aims to accelerate clients’ digital transformation and strengthen data security. Initially, the focus will be on the flexibility of hybrid cloud deployment, adopting

Adobe's CX solutions enabled for financial services. 2020 ISG Provider Lens™ Leader CX integration with e-commerce: IBM’s CX capabilities integrate with CRM platforms such as Salesforce and Genesys to accelerate the customer journey, from design to omnichannel marketing to delivery. IBM has many strong reference sites for e-commerce integration. IBM has probably the most complete range of offerings of any digital services vendor. It operates across all industry sectors and client structures.

INFOSYS Overview Caution Infosys is a large IT services provider based in Bengaluru, India. The firm employs 242,000 people in 46 coun- Infosys has a strong CX offering, but some customers see it as lacking flexibility. tries and had an annual revenue of US$12.7 billion in 2019. It employs around 4,000 people in Australia, where it opened its first office in 2003. It is now represented in all major capital cities. It has a strong CX alignment around inclusivity; customer orientation; readiness; and ability to change people, process and technologies.

Strengths

Strong digital and CX framework: Infosys has developed a client digital journey framework that begins with design and CX. It begins with defining a CX strategy and follows with shaping the CX journey, designing the architecture, building the digital platform and then delivering the speed and agility. The Maturity Assessment measures multiple parameters.

Hands-on CX training and implementation: Infosys offers practical CX narration workshops, journey

mapping, maturity and future capability assessments, package evaluations and a transformation roadmap. It 2020 ISG Provider Lens™ Leader takes a very hands-on approach.

Omnichannel offering: Infosys supplies cross-channel CX engagement, leveraging mobility-based smart services, social media and market intelligence to populate its CX platform, jointly developed with Oracle based Infosys’ size and broad CX product offering should on the Oracle Fusion Integration Framework. make it a suitable partner for most organizations. It can integrate CX across more aspects of the digital environment than most other vendors.

MINDTREE Overview Caution Mindtree was founded in 1999 and is based in Bengaluru, India. It had an annual revenue of US$1.1 billion in The takeover by Larsen & Toubro is yet to see it merged with the company’s 2019 and employs 22,000 people worldwide. Since 2019, it has been majority-owned by a US$21 billion Indian technology subsidiary, LTI. conglomerate, Larsen & Toubro, but operates independently. In Australia, it has offices in Sydney and Mel- bourne. Mindtree serves clients from devices to cloud to enterprise, which it calls a ‘metal-to-cloud capability’.

Strengths

Broad CX specialty: Mindtree has a large CX consulting practice that includes an Experience Design Group (EDG) including customer interaction and new media specialists, industrial and visual researchers, information architects, artists and psychologists. Mindtree’s key strength lies in driving business agility “from idea to product launch” leveraging its Digital Pumpkin Labs. The inclusion of nontechnical specialists enables the company to look at CX from several perspectives, including impact and brand value perception and customer loyalty. It has a strong partner ecosystem in Australia that includes Microsoft, Adobe, Sitecore, AWS, Google, and Duck Creek.

CX-based product design and management: Mindtree integrates CX capabilities in depth in product design. The integration starts with concept creation, based on customer needs, and determined by market research, 2020 ISG Provider Lens™ Leader ideation and evaluation. Product design involves the creation of a minimum viable product (MVP), leading to product development and deployment. Product sustenance extends the life of mature products while improving revenue and customer retention. Mindtree is an innovative firm with ‘Digital Next’ strategy: Mindtree focuses on building connected, cognitive and edge-enabled processes. Mindtree’s consulting and advisory offering spans strategy, roadmap design, hardware and platform considerable CX specialties. integration, applications and security. The company is centered around edge, intelligence, cloud and design thinking. Services range from assessing the value of a project, to implementing at scale and providing post- implementation services,

PUBLICIS SAPIENT Overview Caution Publicis Sapient was founded as Sapient in 1990. It was acquired by France-based advertising firm Publicis in Publicis Sapient in Australia is still integrating its purchase of Third Horizon. While 2015. It had a revenue of US$1.5 billion in 2019. Publicis Sapient has three offices in Australia, employing more this brings the company many strengths, prospective clients need to ensure they than 200 people. The company’s profile in Australia expanded considerably in March 2020 when it acquired are dealing with a cohesive team. Australia-based IT management consultancy Third Horizon, which has a strong presence in the government and utilities sector. The acquisition increased the company’s headcount in Australia by 50 percent and boosted its CX capabilities considerably.

Strengths

Deep knowledge of customer requirements: Publicis Sapient provides high-quality digital experience design capabilities as a core element of its transformation solution model, which makes extensive use of rapid prototyping.

‘Computational experience’: Publicis Sapient expands the definition of CX to include what it calls computational experience, which it says is necessary for the effective design of CX interfaces with ‘commerce,

culture and community’. It uses AI and analytical tools to derive custom CX solutions for its clients. 2020 ISG Provider Lens™ Leader Industry knowledge: The acquisition of Third Horizon has expanded Publicis Sapient’s market reach across verticals in Australia, especially in state and federal government and utilities. The firm has formal alliances with many major vendors, including Adobe, AWS, Google Cloud, IBM, Microsoft, Salesforce, SAP Hybris and Sitecore. With the purchase of Third Horizon, Publicis Sapient became a major player in the Australian digital services scene. It has an innovative approach to CX that will be appealing to many clients.

TCS Overview Caution Tata Consultancy Service Limited (TCS) is the largest India-based software and services company, with an annual TCS has strong CX offerings, but they are firmly integrated with its wider digital revenue of US$22 billion in 2019 and 448,000 employees worldwide. It was founded in 1968 as Tata Computer portfolio. It may be difficult for clients to find a dedicated CX specialist within the Systems, a division of the Tata Sons conglomerate. It went public in 2004. TCS entered the Australian market organization. in 2005 and acquired financial software company Financial Network Services (FNS). It has more than 4,000 employees in Australia. TCS has a very strong range of CX tools.

Strengths

Robust CX platform: TCS’s CX Assurance Platform Services is a holistic platform that uses a machine-led approach for integrating test infrastructure (devices, OS/browser combinations) and the skills required to deliver a solid CX.

CX assessment tools: TCS has a comprehensive range of CX quality assessment tools to measure factors such as performance, security, usability, accessibility and compatibility, and map CX maturity. TCS’ ScriptBot-based

test automation provides browser compatibility, accessibility testing and machine-led performance testing 2020 ISG Provider Lens™ Leader capabilities to deliver insights on potential CX weaknesses; its Business Process Consulting Services determine the maturity of existing processes; its Digital Readiness Assessment Services use a framework to assess preparedness of all digital assets. TCS is an information services powerhouse with Data analytics capabilities: TCS’ Connected Intelligence Platform (CIP) is an integrated big-data management and analytics platform that ingests, manages, and analyzes large volumes of data to uncover patterns and a broad range of capabilities. It will suit clients correlations for deeper insights and better decision-making. It combines an enterprise-grade Hadoop data lake looking for a broad-brush approach. with ML libraries, real-time processing of streaming data, a predictive scoring engine, workflow management, data visualization and enterprise-grade security.

TECH MAHINDRA Overview Caution Tech Mahindra, based in Pune, India, is a global IT services company with annual revenues of US$5.2 billion Some of Tech Mahindra’s CX capabilities are newly acquired. Clients should ensure in 2019 and with 125,000 employees. It is part of the US$21 billion Mahindra group, one of India’s largest the team they engage with has all capabilities offered by the company. industrial conglomerates. Tech Mahindra has had a presence in Australia since 1998. It employees 6,000 people locally and had a revenue of around US$400 million in 2019. It has grown its digital skills organically and has recently acquired Mad*Pow (behavior-led CX design, U.S. -ased), BORN group (agency with content, commerce and creative capabilities in U.S., Europe and Asia Pacific), and Zen3 Infosolutions (U.S.-based new age tech company), thus increasing its CX capabilities significantly.

Strengths

Strong presence in Australia: Tech Mahindra has offices in Sydney, Melbourne, Brisbane, Perth and Canberra. Sydney and Melbourne are the major delivery centers, and one in Brisbane is currently being planned. Australia is one of the largest international markets for the company. Half of its local employees are Australian citizens, and it has over 50 clients, including many major financial institutions, telcos, media and entertainment firms, transport and logistics companies and large government agencies.

Design capabilities: Tech Mahindra strongly promotes its design capabilities in a number of areas, even acquiring a 2020 ISG Provider Lens™ Leader majority stake in iconic Italy-based design house Pininfarina. It has extended these skills into the digital arena, most notably with its November 2019 acquisition of New-York-based BORN Group, a major CX consultancy. Through this acquisition, it has established digital design relationships with a number of tertiary institutions, including the RMIT University, in Melbourne, and the University of Western Sydney. Tech Mahindra is a well-established IT services company with mature CX capabilities. It should be a Well-integrated product set: Tech Mahindra had done a good job of integrating its homegrown and acquired CX capabilities across the whole digital lifecycle. It is capable of implementing CX digital strategies across multiple client good fit for most digital transformation projects. channels.

WIPRO Overview Caution Wipro is a major global IT consultancy and software house based in India. It operates in over 100 countries and Wipro was a little slow with market-leading CX expertise and is yet to fully integrate had an annual revenue of US$9 billion in 2019. Wipro employs 175,000 people globally, and over 2,000 of them Rational Interaction post acquisition. in Australia. It entered the Australian market in the late 1990s and has been very successful, mostly offering its services to large enterprises in the government, financial services, telecommunications and utilities sectors. In February 2020, Wipro acquired Rational Interaction, a U.S.-based digital CX company, which has greatly increased its expertise in the area.

Strengths

CX design skills: Through organic development and acquisition (for instance, of Cooper and Syfte) Wipro has significant capabilities in CX design skills. Its Horizon program is designed to incubate and translate innovative CX concepts into commercialized products, solutions and capabilities. Wipro uses Circular Design and Transition Design to incorporate ‘societal and ecosystem transitions’ into the core of the product’s future lifecycle.

Co-innovation with customers: Wipro’s gain-share labs and labs-on-hire services are designed to solve

business problems through co-innovation with its customers. Its Innovation Centers and Digital Pods worldwide 2020 ISG Provider Lens™ Leader are spaces for co-innovation and co-creation that bring together ideas, technologies and agile teams, employing Wipro’s Topcoder crowdsourcing platform.

Dedicated UX service: Wipro maintains a pool of UX specialists in consulting, design and development services. Wipro has become a major player in UX Their focus is on building usage through intuitive design, aesthetics, utility, ergonomics, performance and and CX. Combined with its strength in other consistency across devices. The products and techniques used by Wipro’s UX studio include iRise, Balsamiq, areas, it is a serious contender for most pencil prototyping, XMind and the Adobe Creative Suite. organizations’ needs in this area.

RISING STAR: COFORGE Overview Caution Coforge was founded in 1981 as NIIT, taking its name from the Indian Institutes of Technology (IIT), where its The two arms of Coforge in Australia need to come together and present a more founders had studied. It changed its name to Coforge in a major rebranding exercise in August 2020. It had rev- integrated and more elevated profile to the market. enues of US$120 million in 2019 and employs 2,600 people globally. In 2019, Baring Private Equity Asia acquired a controlling interest in the company. Coforge operates as two companies in Australia: Coforge Technologies (Melbourne) and Coforge DPA (Sydney). The Sydney office was formerly branded Incessant Technologies (an NIIT company). It is particularly strong in the design aspects of CX.

Strengths

CX focus: Through its Interactive Practice, CX is the most mature of Coforge’s four digital areas of digital practice, which also includes consulting, product lifecycle services and blockchain. CX services include digital strategy assessment and validation, UX/UI design, personalization and textual marketing, content management system (CMS) development and migration.

Mature digital architecture: Coforge has developed a Digital Capability Reference Model and a DevOps

Maturity Model to guide its clients through the digital journey. Its Enterprise Digital Library provides the tools for 2020 ISG Provider Lens™ Rising Star each step, ensuring a unified and converged architecture and a consistent user experience.

Suite of design tools: Coforge’s design portfolio includes process, checklist and template building on human- centered design through to robust visual wireframes. It uses a Design Thinking Bootleg toolkit from Stanford Coforge is in the process of rebranding and University to augment its service design templates. Coforge’s Digital Foundry is a repository of reusable assets developed in the digital space. Its components are DX Studio, Integration Studio, Data Studio, Cognitive Studio, reinventing itself and is developing an impressive Cloud Studio, QE Studio and Blockchain Studio. range of digital capabilities.

RISING STAR: CYBAGE Overview Caution Cybage Software is a comparatively small IT services company founded in Pune, India, in 1995. It had an annual Cybage is a small company that may not be suitable for clients looking for a more revenue in 2019 of around US$150 million (one-third of this from digital services) and employs 6,300 people complete offering. globally. It has a presence in eight countries, including an office in Sydney, Australia, which is growing rapidly. Cybage specializes in outsourced product engineering services, working mostly with leading independent software vendors (ISVs), and is particularly strong in CX design and usability testing.

Strengths

CX and digital services specialist: CybageDigital provides a complete range of digital and CX services, including branding, creative production, digital content marketing, creative production campaign management, usability, UX and visual design, enterprise content management, enterprise mobility, customer relationship management, e-commerce, e-learning and technical content.

Usability research and testing: Cybage has developed a comprehensive range of UX testing tools, including

formalized user interviews, focus groups, usability testing, contextual inquiry and user surveys. It uses many 2020 ISG Provider Lens™ Rising Star interactive design methodologies, including the development of hypothetical users, scenario development, usability reviews, comparative analysis and extensive prototyping.

Campaign management: Cybage is strong in digital campaign management, including creative concept and production and marketing automation, where it uses tools like Pardot, Marketo, Adobe Marketing Suite, Cybage has a strong referenceable client Salesforce Marketing Cloud and Hubspot. It specializes in helping clients build long-term relationships with their base in its areas of specialty. digital customers.

Digital Product Lifecycle Services

In this quadrant report, ISG evaluates providers offering digital product lifecycle services The following can use this report to identify and evaluate different service providers: (PLS), with the ability to conceptualize, design, prototype, develop, deploy and manage the Chief Information Officers (CIOs) should read this report to understand the relative digital experience for clients. positioning and capabilities of providers that can help them effectively plan and improve ISG lays out the current positioning of digital PLS players in Australia with a comprehensive the reliability and availability of their digital transformation initiatives. The report also overview of the competitive landscape of the market. ISG observes that Australia-based supports the technical and integration capabilities with service providers as well as their enterprises are slow in adopting digital transformation. strategic partnerships.

According to ISG, enterprises have been adopting digital transformation projects, along Chief Strategy Officers (CSOs),through this report, will gain knowledge of providers’ with machine learning (ML), artificial intelligence (AI), Internet of Things (IoT) and advanced product portfolio capabilities, which, in turn, will enable streamlined workflow for analytics capabilities in recent years. In terms of adoption of digital transformation, the enterprises and enhanced functionality for agents. automotive and manufacturing industry dominates the market , followed by the banking, Chief Technology Officer (CTO) professionals should read this report to understand finance, retail and energy industries. how digital services providers deliver the transformation initiatives and how they perform Due to COVID-19 pandemic, enterprises are increasingly adopting digital technologies. when compared with one another. According to Forbes, almost 90% of companies include digital as part of their strategy. Chief Information Security Officers (CISOs) should read this report to understand how Return-to-work solutions, online collaboration tools and information security are the service providers address the significant challenges associated with the security of digital important use cases. Also, with the depreciation in the currency rate due to the ongoing transformation, including remote access, over-the-air (OTA) updates, as well as data pandemic, enterprises are keeping large transformation projects on hold . collection, transfer and storage.

DIGITAL PRODUCT LIFECYCLE Governance, Risk and Compliance Services SERVICES

Definition

This quadrant assesses a service provider’s capability in conceptualizing, designing, prototyping, developing, deploying and managing digital experiences for clients. This involves developing digital products or platforms that are specific to client requirements. The products are typically tailored to an organization’s requirements and are designed to align with business priorities. The provider designs the product for the organization to realize the benefits of digital transformation, complementing its processes and digital roadmap.

Providers in this segment have the capacity to adapt their delivery models to each digital product with the required speed, enabling an enterprise client to adopt agile and adaptive operating models. A provider’s portfolio includes Agile, testing and DevSecOps to rapidly deploy or transform products and services according to market changes.

DIGITAL PRODUCT LIFECYCLE SERVICES

Definition (cont.) Eligibility Criteria

Service providers organize their professionals into squads with Ability of provider to offer development and deployment services across one or more aspects of a multifunctional teams that use design thinking, real-time analytics, client’s digital journey product and service performance data, benchmarking, social network Delivery model to include Agile and DevOps with many developers and clients’ product owners feedback, Agile development and many specialized tools to change organized into product squads products and offerings in a short time frame for close to immediate deployment. Two to four weeks of release cycles are frequent Provide an organizational change program to transform a client’s product and service development goals, which require continuous integration, continuous testing and process DevSecOps, for continuous delivery. All these processes need discipline, Employ technology to include automation and continuous development platforms, including trunks governance and automation; otherwise the delivery process becomes synchronization, code repository, version control, release management, automated testing and costly, ineffective and slow. Providers in this space have the experience automated build and deploy tools and expertise in implementing emerging technologies such as AI, AR/VR Employ Cloud Foundry or OpenShift qualified professionals. and digital twins to improve the product lifecycle. The participating providers are ranked based on quality assurance methodologies. The participating companies would be using development platforms that allow applications to be seamlessly deployed in multiple clouds. The consistency of one application running in multiple clouds elevates the availability, security and business continuity at lower costs when compared to deprecated clustering and disaster recovery methods.

DIGITAL PRODUCT LIFECYCLE SERVICES

Observations

Digital Product Lifecycle Services Creation: Development products and practices have matured over the last few years. Agile and low-code development are gradually being replaced by a combination of development and operations that has The Australian Digital Product Lifecycle Services market is dominated come to be called DevOps. It empowers agility, because an increasing number of enterprise clients now by traditional multinational IT services providers who have successfully recognize the increased importance of automated testing. Previously, many of them saw testing automa- made the transition to digital services. ISG defines the phases of the tion tools as costly additions to the product production process, or pipeline. digital product lifecycle phases as ideation, creation, and the continuous delivery of updates that improve functionality and performance. That was because testing cycles could take hours or even days, slowing the pipeline. With security testing becoming mandatory for most organizations, the demand for automation has increased. Due to this Ideation: In the beginning is the idea. A digital product begins with a increasing sophistication, leading service providers are increasingly relying on powerful automation concept. It may be nothing more than the digitalization of an existing platforms, which is a key driver in the rise of DevOps. product or service, or it may be an entirely new way of working. It may end up being an evolution from the first to the second. Providers Continuous delivery: Ideally, the continuous delivery of updates should prevent products from becoming specializing in Digital Product Lifecycle Services can assist with this obsolete and ensure products never need wholesale replacement. But the market for these products seminal process and help their clients turn concepts into reality. rarely exists for long enough to validate this assumption.

DIGITAL PRODUCT LIFECYCLE SERVICES

Observations (cont.)

DevOps is becoming increasingly important. DevOps automation Many smaller organizations focus on making pragmatic technology implementations. Funding invention enables continuous delivery and ensures the quality of each product and product development can be costly. They may want ready-to-use algorithms for AI-based solutions update. DevOps is gradually replacing the term ‘agile’ to describe the rather than investing in training or ML to discover innovative approaches. This class of client prefers process of continuously developing and deploying updates through providers that act as partners and extend their IT capacity to bring in ready-to-use solutions. digital product lifecycle. Of the 24 providers in this quadrant, nine are leaders and one is a Rising Star: What clients should look for: When Australian enterprises select a Accenture is continuing to leverage business, advisory, strategic and technology consulting across its digital product lifecycle partner, they should check if the providers have product lifecycle management (PLM) services with a special focus on IoT, connected platforms, AI, Agile sufficient DevOps automation knowledge to handle data repositories, and DevSecOps. The company strives for innovation to help clients in envisioning new products and container configuration, test automation, security testing, event solutions. tracking and rollback. Services should include continuous integration/ continuous delivery (CI/CD) pipeline management, tools integration Atos is a product lifecycle services leader, which has extensive experience in PLS/PLM, especially in the and DevOps operation, including artifacts and repositories. Ideation, public sector, defense, health care and life sciences and financial services sectors. Atos has multiple customer experience, product design and scrum are vital services. proprietary development systems and platforms with a co-creating approach with customers in design workshops, utilizing state-of-the-art toolsets and methods. Product-oriented development teams (PODS) are desirable but not essential.

DIGITAL PRODUCT LIFECYCLE SERVICES

Observations (cont.)

Cognizant is a leader in product lifecycle services and via the Cogni- IBM has a large and innovative product lifecycle portfolio and can offer its clients strategic consulting, zant Automation Center (formerly known as Cognizant HiveCenter) software and tools, cloud platforms and managed services. It is very strong in cloud computing, AI and develops digital automation across three domains: business data analytics services. operations, enterprise IT operations and application engineering. Infosys offers a complete digital product lifecycle strategy roadmap and high-quality tools for agile It covers all aspects of digital product lifecycle and has deep skills, training and coaching, process workflows and metric design and implementation, based on the SAFe methodologies and frameworks. agile development methodology. It is an innovative company with outstanding products, toolsets, and DXC is a digital product lifecycle services leader in the large partner engineering. network and has several innovative lifecycle methodologies and Publicis Sapient has a large partner ecosystem and recommends its clients use the platform approach toolsets that it has developed in-house. It is a process and industry to manage their digital product lifecycle. It builds on industry-standard platforms and has strong expert for innovative and highly automated PLM management in the lifecycle integration skills. context of digital transformation. UST Global has deep experience in physical and digital product lifecycle management in Australia and HCL is a market leader with decades of experience in providing PLM the rest of the world. It uses intelligent automation and end-to-end service management frameworks services, with comprehensive skills in most verticals. It can leverage to reduce clients’ costs and create digital efficiencies, integrating operational management and service digital PLM assets, created over the years across the ecosystem, and level management (through KPIs) to ensure business continuity. facilitate digital continuity across applications. Wipro has deep expertise in digital lifecycle design through a combination of industrial design and product engineering specialties, and a dedicated design unit. It makes extensive use of metrics to assess the success of its digital product lifecycle services.

ACCENTURE Overview Caution Accenture is one of the largest management consulting, technology, and outsourcing service providers in the Many prospective clients will find Accenture’s pricing and delivery model unsuitable world, with over 500,000 employees worldwide, and accounted for a revenue of US$43.2 billion in fiscal 2019. for their purposes. It is very much geared toward large enterprises, in business and It has 4,500 employees in six offices in Australia, of which half are engaged in technology. In the past few years, government. Accenture has been very active in Australia, as in the rest of the world, acquiring consultancies and services Accenture is a high-end firm with high prices. Its pricing model might mean it is companies to build its expertise in specific areas, including digital transformation. Largely through acquisitions unsuited to smaller enterprises. The company itself can also be selective about the in the last few years, Accenture now has over 3,000 software engineers and mobile application developers in clients house. In addition to these internal resources and other ecosystem partners, Accenture has also implemented Enterprise Product Information and Content (EPIC), a proprietary PLM Digital Portal. Strengths

Strong PLM portfolio: Accenture’s wide range of PLM products and services cover the entire product value chain, from concept to product engineering and manufacturing, and launch-to-support new revenue-generating business models and manufacturing operations

Tools and methods portfolio: Application lifecycle management (ALM) tools handle requirements, features, test cases, test results, defects and code. PLM tools manage the bill of materials, product changes, product configurations and product compliance. Accenture is one of a few firms that envisions this integration to manage 2020 ISG Provider Lens™ Leader the digital product lifecycle. Digital PLM in local innovation centers: Accenture has four innovation hubs in Australia, one each in Sydney, Accenture has a strong digital services offering, Melbourne, Perth and Canberra. Its range of services includes strategy, consulting and integration services for covering all facets of planning, advice and a wide range of platforms and technologies. These are led in the digital space through its Accenture Interactive, Accenture Analytics and Accenture Mobility focus units. implementation. It has a very comprehensive digital lifecycle management suite

ATOS Overview Caution Atos, based in France, is a multinational IT services service provider with an annual revenue of US$13.6 billion in Atos has a strong focus on specific industry sectors and may not be suitable for 2019 and employs 110,00 people globally, of which 1,800 are digital business consultants. In 2018, it established clients in other verticals. If it wishes to grow significantly in Australia, it needs to an important global strategic partnership with Google Cloud. In Australia it is headquartered in Melbourne, with expand its areas of expertise. offices in Sydney and Perth. It is strong across a number of verticals, especially in the public sector, defense, health care and life Sciences and financial services. It also has a strong presence in the manufacturing sector, though not so significant in Australia.

Strengths

Product lifecycle experience: Atos has extensive experience in Industrial Internet of Things (IIoT) and converging the physical and digital, enabling the creation of a backbone to use digital twins for predictive product design, on-demand simulations and virtual training.

Development platforms portfolio: Atos has multiple proprietary development systems and platforms available, such as Atos Managed OpenShift Platform (AMOS) and Atos Hybrid Orchestrated Cloud, that provide a structured approach to research and testing and transform ideas into practical product solutions, and enables 2020 ISG Provider Lens™ Leader digital twins for testing.

Co-creation and sustainability of digital initiatives: Atos deploys innovation experts in a co-creating approach with customers in design workshops, utilizing state-of-the art toolsets and methods. Atos provides Atos has extensive experience in PLS/PLM strategies and methods for the sustainable implementation of digital and agile practices. globally and has extended these capabilities into many vertical markets in Australia.

COGNIZANT Overview Caution Cognizant, based in the U.S., provides a range of IT services, including digital, technology, consulting and Many of Cognizant’s product lifecycle capabilities have been built through acquisi- operations services. It had an annual revenue of US$16.8 billion in 2019 and 281,000 employees. It has a strong tion. Clients should ensure they are dealing with a cohesive team. presence in Australia but does not reveal its staff numbers. Cognizant provides an extensive range of digital strategy consulting. In recent years it has grown very strongly, both organically and through an aggressive acquisition strategy, including a number of Australia-based companies (SaaSFocus, Adaptra, Nova IT, Odecee). Other major acquisitions in the digital space include Lev, Contino, Mustache, Softvision, Zone and Netcentric, most of which have greatly strengthened its digital PLM capabilities.

Strengths

Transforming legacy systems: Cognizant has deep skills in digital product engineering delivery and specializes in modernizing legacy applications by harnessing the data they generate to add value. It does this through a previous phase model based on discovery and research, creation and design, and solution and delivery.

Integrated project pods: Cognizant’s transformation methodology involves dedicated pods, or teams, including both Cognizant and client staff. Their work is tracked against the key KPIs of velocity, quality, product impact and autonomy. 2020 ISG Provider Lens™ Leader

Lifecycle automation: The Cognizant Automation Center (formerly known as Cognizant HiveCenter) develops digital automation across three domains: business operations, enterprise IT operations and application engineering. It encompasses advisory capabilities and professional services, domain-driven solutions, and the Cognizant covers all aspects of the digital integration of best-in-class platforms and third-party products product lifecycle and has deep skills, methodologies and frameworks.

DXC Overview Caution DXC Technology is a large IT services company, formed in 2017 with the merger of Hewlett-Packard Enterprise’s DXC has a large operation in Australia but is perceived in some quarters to be Enterprise Services business with Computer Sciences Corporation. The company has an annual revenue of slower and less agile than some of its competitors. It needs to differentiate built US$21 billion in 2019 and 138,000 employees worldwide. It has a large operation in Australia, where it employs more and highlight its PLM capabilities. 6,000 people and accounted for a revenue of more than US$1 billion in 2019. DXC has more than 100 instances of the top three SaaS enterprise applications running in its cloud. The company operates 25 application delivery centers, 23 cloud centers and employs 50,000 application experts. It has a large list of reference clients and projects globally. DXC has developed tooling in-house to deliver significant value across the digital lifecycle.

Strengths

Partner network: DXC is one of the world’s largest independent computer services companies, delivering on projects in most industries through strategic alliances with major industry partners, namely, AWS, AT&T, Dell Technologies, Google Cloud, HP, HPE, IBM, Micro Focus, Microsoft, Oracle, PwC, SAP, ServiceNow and VMware.

Innovative methods and toolsets: Assets include the ServiceNow and DXC Agility Platform to ensure correct Platform-as-a-Service (PaaS) selection and use it to efficiently deliver specific applications to clients. DXC's SaaS Accelerator delivers a complete set of services for enterprises seeking to migrate, transform and run their 2020 ISG Provider Lens™ Leader applications in the cloud or in a SaaS model. DXC has also developed Solution Composer that includes a cloud storefront, a billing record generation tool, advisory and transformation services, application monitoring and DXC’s broad range of offerings and management, middleware and databases. extensive experience across all areas Technology and transition experience: DXC’s consulting teams can help clients transition effectively from traditional operating models into cloud-first transformational models, with hybrid or virtual private cloud. It of digital consultancy makes it an ideal is entering into next-generation outcome-based application contracts with selective, innovative clients while it partner for many projects. continues to support its remaining clients through traditional offerings, leading them gradually toward digital transformation.

HCL Overview Caution HCL Technologies is a global IT services company based in India. The firm had an annual revenue of US$9.9 HCLs rapid move to digital is overshadowed by its strong conventional systems billion in FY2020 and employs 150,000 people in 44 countries, including 6,000 in Australia. It has been in integration market perception. Clients are encouraged to engage closely with their Australia since 1999, and now has a substantial operation, with offices in all mainland state capitals and digital teams to get a well-rounded understanding of their capabilities. Canberra. In October 2020, HCL acquired publicly listed Australia-based IT services company, DWS, for over US$100 million. The acquisition will substantially boost HCL’s presence in Australia, bringing an additional staff of 700 and many new customers into the organization. HCL has a strong background in PLM and has translated its expertise into the digital arena.

Strengths

Specialised digital product lifecycle skills: It has developed several business models for product partnership with its clients, applying appropriate parameters to suit the situation. Through the acquisition of Geometric in 2016, HCL has become one of the global leaders in the PLM market, and now has 1,700 PLM specialists across the globe.

Considerable experience in PLM: HCL has decades of experience in providing PLM services, with comprehensive skills in most verticals. It can leverage digital PLM assets created over the years across the 2020 ISG Provider Lens™ Leader ecosystem and facilitate digital continuity across applications. It can also provide the capability to transform from data authoring to data consumption, enabling the processes.

AI expertise: HCL’s DRYiCE is a specialized division of the company that concentrates on the implementations HCL is successfully making the evolution of AI for enterprises. HCL has developed a range of products and platforms that cover the entire digital product to digital PLM. The acquisition of DWS will lifecycle and are intended to help clients operate in a faster and more cost-efficient manner. help enormously in Australia.

IBM Overview Caution IBM is a major global IT hardware, software and services provider, with a significant market share in all Digital IBM can lack focus. Constant internal reorganizations do not help. Clients need Business Consulting Services quadrants. Its annual revenue was US$77 billion in 2019, and it employs 350,000 to ensure they are engaging with a team that can provide stability and depth of people worldwide. IBM Australia employs more than 4,000 people, and reported an annual revenue of US$2.6 expertise. billion in 2019. IBM Application Management Services is part of IBM Global Services and delivers system integration, application management, maintenance and support services for packaged software, as well as for custom and legacy applications. IBM has many strengths in PLM across all of these applications areas.

Strengths

Large and innovative portfolio: IBM’s size enables it to undertake pure research, which ensures many innovative products. It bases its developments, wherever possible, on open source, with extensive use of distributed and agile teams. This puts IBM in an advantageous position to offer digital PLM support. The company’s PLM portfolio is versatile and includes strategic consulting, software and tools, cloud platforms and managed services. Cloud and AI capabilities: IBM is strong in cloud computing in Australia and the rest of the world and is a 2020 ISG Provider Lens™ Leader leading service provider of AI and data analytics services. IBM integrates its Watson AI capabilities into its digital business transformation offerings, with its Cloud Foundry open-source cloud application platform. This enables IBM to offer digital PLM across the value chain while remaining technology and vendor agnostic. IBM has a very strong PLM services capability. Its IBM IGNITE Quality and Test: IBM improves application quality by optimizing the number of tests required. broad digital services portfolio ensures it can be IBM IGNITE translates and compares scripts to similar tests and uses AI to test faster and more efficiently. It integrated into a wide range of applications. optimizes the number and types of tests, automating the testing process with agile methodologies and DevOps activities.

INFOSYS Overview Caution Infosys is a large IT service provider based in Bengaluru, India. The firm employs 242,000 people in 46 countries Infosys has not completely shared its reputation as an old-style information services and had an annual revenue of US$12.7 billion in 2019. It employs around 4,000 people in Australia, where it company, and still works in a very structured manner. Prospective clients should opened its first office 2003. It is now represented in all major capital cities. Infosys was a pioneer of the global ensure that the team they engage with has the appropriate skill set. delivery model and the first IT company from India to be listed on NASDAQ. Infosys’s Digital Practice employs over 50,000 specialists in 26 digital studios globally, including two in Australia. The company has over 100 partners and has made many acquisitions in the digital space in the last 18 months. It offers a complete digital product lifecycle strategy roadmap.

Strengths

Comprehensive portfolio: Infosys is strong in legacy transformation. With high-quality tools for agile training and coaching, process workflows, and metric design and implementation, based on the SAFe agile development methodology. This enables scalability and the ability to efficiently manage the three key parameters of time, scope and cost.

DevOps automation: Infosys can automate the design and implementation of the digital product lifecycle, including an end-to-end pipeline across the entire application technology stack, tool migration and support, 2020 ISG Provider Lens™ Leader software release management, and change management with management dashboard.

Site reliability engineering focus: Infosys is very innovative and uses site reliability engineering to incorporate innovations as a strategic offering. For this purpose, it has already initiated the design and development of Infosys is a very strong PLM heritage and has proof-of-concept projects for business case studies and has expanded the framework to include cloud and data developed a range of robust and innovative analytics. digital tools and methodologies.

PUBLICIS SAPIENT Overview Caution Publicis Sapient was founded as Sapient in 1990. It was acquired by France-based advertising company, Publicis, The Third Horizon acquisition is recent, and clients may experience integration in 2015. It had annual revenues of US1.3 billion in 2019, and has over 22,000 employees, globally, in over 53 issues as the two groups merge. offices. Publicis Sapient has three offices in Australia, where it employs more than 200 people. The company’s profile and headcount in Australia expanded considerably in March 2020, when it acquired Australia-based IT management consultancy, Third Horizon, which has a strong presence in the government and utilities sector and significant strengths in PLM.

Strengths

Lifecycle integration: Publicis Sapient has digital organization enablement, product engineering and digital product management capabilities. It has expertise in the integration of all phases of the digital lifecycle.

Platform approach: Publicis Sapient recommends that its clients use the platform approach to manage their digital product lifecycle. It builds on industry standard platforms such as the ones provided by Amazon or Google, or proprietary platforms, and builds a comprehensive lifecycle management solution. 2020 ISG Provider Lens™ Leader Large partner ecosystem: Publicis Sapient has formal alliances with many major vendors, including Adobe, AWS, Google Cloud, IBM, Microsoft, Salesforce, SAP Hybris and Sitecore. The acquisition of Third Horizon has made Publicis Sapient a major player in the Digital Product Lifecycle Services market in Australia.

WIPRO Overview Caution Wipro is a major global IT consultancy and software house based in India. It operates in over 100 countries Wipro is very strong on design but comparatively weak in execution. Clients need to and had an annual revenue of US$9 billion in 2019. It began as a consumer products company after World ensure the capabilities of the Wipro consultants they are dealing with and ask for War II and moved into IT in the 1970s, which became the firm’s major source of revenue; it spun off its non-IT use cases whenever possible. activities, in 2013, into Wipro Enterprises. Wipro Ventures is a US$100 million fund that invests in emerging technologies of strategic relevance to its clients. Wipro employs 175,000 people globally, of which 2,000 are in Australia. It entered Australia in the late 1990s, and has been very successful, mostly offering its services to larger enterprises in government, financial services, telecommunications and utilities verticals. Its visual product lifestyle services are substantial. Strengths

Physical and digital product design: Wipro has a strong heritage in product design. Its engineering division focuses on five building blocks of physical and digital product design: systems design; software development; wireless; data platform; and industry 4.0, focusing on emerging digital technologies such as AI and ML, 5G , blockchain , IoT and security.

Dedicated design unit. Wipro’s Designit subsidiary has 450 designers, specializing in human-centered design. Although not all Designit revenue comes from creating and launching digital products, all its designers can 2020 ISG Provider Lens™ Leader participate in digital projects.

Detailed metrics: All Wipro’s digital product lifecycle projects are designed with metrics to assess success. Wipro recognizes data-driven PLM as a critical component to measure, track and monitor business agility. There Wipro has deep expertise in digital lifecycle design are three broad categories across which it measures and analyzes the success of a digital product: business through a combination of industrial design and performance metrics, product usage metrics and product development and quality metrics. product engineering specialties.

RISING STAR: UST GLOBAL Overview Caution UST Global is a US-based IT services firm established in 1999. It has 26,000 employees in 25 countries. As a In Australia, although it can quickly leverage its diverse global practices and provide private company, it does not reveal its revenue figures, but a UST$250 million investment in UST Global 2018 by some support on client premises, newly engaged clients may initially feel under- Temasek, the investment arm of the Singapore government, valued it at over $1 billion. Most of its development serviced until they adapt to the UST model. is done in India, where it has a large campus in Trivandrum, Kerala, and development or delivery centers in most major cities. It has operated in Australia since 2015 and has over 100 staff members in offices in Sydney and Melbourne that also operate as delivery centers. It has established a small but impressive referenceable client base in Australia. It has deep experience in physical and digital PLM in Australia and the rest of the world.

Strengths

Mature PLM offering:UST Global uses intelligent automation and end-to-end service management frameworks to reduce costs for clients and create digital efficiencies, integrating operational management and service level management (through KPIs) to ensure business continuity.

Business Agility Framework and Maturity Assessment: Two of its global initiatives give guidance and structure on the best way to select methods, tools and techniques to fast-track agility: the Business Agility Framework helps clients understand how to match these to fit their organization; the Maturity Assessment 2020 ISG Provider Lens™ Rising Star combines enterprise, portfolio and team coaching, creating realistic transformation backlogs, adoption roadmaps, action plans and tools to measure progress based on business metrics. UST Global is a Rising Star in digital product lifecycle Partnership with OpsHub: in 2018, UST Global energy entered a partnership with integration and migration services and is growing rapidly in Australia, which the specialist OpsHub. The partnership enables the integration of DevOp with ALM. Real-time information exchange is facilitated by the OpsHub Integration Manager, which supports the integration of over 50 lifecycle company sees as one of the most important markets in management, DevOps, IT service management (ITSM) and CRM systems. Asia Pacific. It has the product portfolio to make an impact.

Blockchain Services

In this quadrant report, ISG evaluates the changing dynamics of the blockchain services The following can use this report to identify and evaluate different service providers: landscape and assesses service providers across several key dimensions with competencies IT leaders should read this report to understand the relative positioning and capabilities in consulting, designing, deploying and operating blockchain solutions and managed of providers, which can help them effectively plan and improve the reliability and services. ISG lays out the current positioning of blockchain services players in Australia with availability of their business. relative strengths and gaps. Innovation leaders should read this report to understand a provider’s capability to Blockchain has witnessed widespread industry adoption, with projects moving from proof deliver seamless solutions, leveraging blockchain, AI and analytics. The report would also of concept (PoC ) to deployment phases. Ethereum and Hyperledger Fabric are emerging give an insight on how the providers can be compared with one another. as the blockchain frameworks of choice for enterprise blockchain initiatives. Blockchain Business strategy leaders, through this report, will gain knowledge on providers’ product initiatives are beginning to get intertwined with other emerging technologies such as portfolio capabilities, which, in turn, will enable streamlined workflow for enterprises and Internet of Things (IoT) and artificial intelligence (AI). Blockchain adoption is led by financial enhanced functionality for agents. services; however, credible use cases are emerging across almost all industries. During the COVID-19 pandemic, enterprises are also actively adopting blockchain for supply chain operations.

Managed Public Cloud Services for Large Accounts BLOCKCHAIN SERVICES

Definition

The Blockchain Services quadrant assesses a service provider’s competence in consulting, designing, deploying and operating blockchain solutions and managed services. Blockchain’s decentralized, open and cryptographic nature allows enterprises to transact on a peer-to-peer basis, reducing the need for intermediaries. The technology is open source, providing full transparency and long-term continuity regardless of the corporation behind the platform. Every transaction is registered in multiple databases and encrypted by a common hash code that changes every few minutes, forming a data block chained in multiple databases. Rather than relying on one database, blockchain provides multiple sources for validating a single transaction.

BLOCKCHAIN SERVICES

Definition (cont.) Eligibility Criteria

Blockchain has proven viability with numerous Australian and global use Should be a member of at least one blockchain consortium cases available from service providers. The banking, financial services Should have developed consulting expertise in designing viable solutions and Insurance (BFSI) sector uses the technology to share information, improve security and reduce transaction costs such as in money transfers. Should have several tested blockchain use cases, providing a library that to accelerate new deploy- Australia’s emerging financial technology (fintech) scene is a prime market ments for blockchain. Beyond-the BFSI sector’s interest in blockchain, viable Has qualified and trained practitioners to deploy and operate the platform for clients use cases are found in the supply chain, tracking, payment services and Provides services with local expertise in Australia. document and contract processing. ISG estimates that the value of the global blockchain market could exceed US$300 billion by 2025, and more than US$2 trillion by 2030.

BLOCKCHAIN SERVICES

Observations

Blockchain Services ISG research shows that after they go into production, blockchain projects take seven months, on average, to implement, and return on investment (ROI) is obtained on an average of around 18 months. But The Blockchain Services market has attracted many service providers blockchain projects are usually small and can be quickly executed, which indicates the need for only small and remains a hot topic in the media, in Australia and globally. Many teams. Costs are usually also comparatively low. service providers have emerged, but ISG’s analysis shows that the number of projects, experts and revenue per participant, , globally, has Since the enterprise resource planning (ERP) software boom of the 1990s, large and small user organiza- not grown significantly in the last year. The Australian scene is small but tions in Australia have been continuously searching for new technologies that will give them a competitive vibrant. edge and drive growth. Candidates have included customer relationship management (CRM), business intelligence, Web 2.0, mobile apps, and big data, but nothing has been able to replicate the early dramatic As the market evolves, pure blockchain distributed ledger systems impact of large ERP projects. are being displaced by more generic, permissioned distributed ledger technologies (DLTs). ISG has collected more than 100 blockchain case What clients should look for: Enterprises evaluating a blockchain service provider should look for proven studies around the world, most of which are permissioned with a use cases and capabilities beyond technical competence. They need to be capable of providing, or at least central authority or sponsor that handles the cost of running DLT. understanding, infrastructure, the building of applications, and the underlying provision of the blockchain In practical terms, DLT is easier to implement and provides concrete services. Suppliers should be able to help their clients identify where to use the technology and help with results at lower complexity and cost. proof-of-concept (POC) projects.

BLOCKCHAIN SERVICES

Observations (cont.)

ISG research indicates that blockchain will not provide a significant IBM is a leader in blockchain, participating in many blockchain consortiums. and has a large and boost to either service providers’ revenue or users’ growth prospects. expanding partner ecosystem. It has a large number of blockchain patents and the modular platform While a promising technology, it remains relatively immature and for delivery. It has hundreds of active blockchain clients around the globe in a variety of industries.

is unlikely to form the basis of mission-critical applications in the Infosys has a large blockchain ecosystem, enabling it to use best-of-breed products and platforms. immediate future. It has a large portfolio of referenceable blockchain projects enabled by its industrialized approach Of the 17 providers in this quadrant, five are leaders and one is a Rising and global blockchain research. It has very effective blockchain consulting, technology, platforms and Star: delivery capabilities.

Accenture’s blockchain services include strategy assessment, TCS is a leader in blockchain services, with an extensive range of blockchain tools and a proven delivery hands-on training and rapid prototyping, solution design, build and model. It recently launched Quartz, a blockchain-based service, enabling banks and investment implementation, assets and solutions and ecosystem management. companies to provide secure seamless cryptocurrency trading to their clients.

The firm is expanding its blockchain research and advisory, providing Block8 is an Australia-based company that has become a Rising Star in blockchain services with a deep knowledge to conceive new business applications for the number of success stories. It has developed a standardized methodology for developing and delivering technology. blockchain-based projects. It partners with organizations and subject matter experts within these Deloitte Digital offers full lifecycle blockchain services, from intro- organizations. ductory training, strategic advisory and assisted prototyping right through to the delivery of production-ready enterprise blockchain solutions. It conducts blockchain-related campaigns and undertakes primary research into the extent of blockchain implementation.

ACCENTURE Overview Caution Accenture is one of the largest management consulting, technology, and outsourcing service providers in the Accenture’s strength in blockchain can lead it to recommend approaches too world, with over 500,000 employees worldwide and a revenue of US$43.2 billion in fiscal 2019. It has 4,500 strongly based on previous implementations. Clients need to ensure the Accenture employees in six offices in Australia, of which half are engaged in technology. In the past few years, Accenture team fully understands their specific requirements and that they are not being has been very active in Australia, as in the rest of the world, acquiring consultancies and services companies to delivered a cookie-cutter approach. build its expertise in specific areas, including digital transformation and blockchain. These are led in the digital space by Accenture Interactive, Accenture Analytics and Accenture Mobility focus units. In May 2020 Accenture announced a joint project with Fujitsu ― Hyperledger Cactus, an open-source collaborative effort, is intended to advance cross-industry blockchain technologies. Accenture’s blockchain services include strategy assessment, hands-on training and rapid prototyping, solution design, build and implementation, assets and solutions, and ecosystem management. The company has been advising on blockchain since its inception and is a member of Blockchain Australia. Strengths

Deployment references and case studies in Australia: Accenture has extensive blockchain experience in Australia beyond proofs of concept, particularly in the finance industry. 2020 ISG Provider Lens™ Leader Portfolio scale, fit and applicability: Accenture evaluates its blockchain business impact, delivering workshops and training to explore its applicability for specific client needs. Solution design encompasses people, processes, operating model and technology in a detailed plan. Complex implementation management, third-party integration and custom coding ensure that each solution fits within existing systems. Accenture has an Accenture has more blockchain experience in expansive and in-depth partner ecosystem and toolsets to support blockchain implementations. deep expertise in most other organizations in Blockchain thought leadership: Accenture does primary research into blockchain technology and Australia, with strong use cases. implementation. It is active in many standards bodies and industry associations, including the Enterprise Ethereum Alliance, and partners with blockchain specialist such as Hyperledger and Corda.

DELOITTE DIGITAL Overview Caution Deloitte Digital was established in 2012, as a result of an initiative of the firm’s Australian operation. It is Deloitte Digital’s offerings in blockchain and other areas may appear fragmented now active in 29 countries, with more than 50 digital studios employing 16,000 people. The company’s key due to the firm’s many acquisitions. Clients should ensure they are dealing with a offerings are strategy, experience and design, content and commerce, customer platforms, managed services cohesive team. and marketing optimization. Deloitte Digital is part of the multinational Deloitte Consultancy Group, which has 312,000 employees worldwide and an annual revenue of US$48 billion in 2019. The company provides strategic blockchain consulting and has a number of blockchain tools to help clients implement blockchain projects and integrate them with other systems.

Strengths

Full lifecycle blockchain services: Deloitte Digital provides a range of services, from introductory training, strategic advisory and assisted prototyping right through to the delivery of production-ready enterprise blockchain solutions. Deloitte is a member of the RMIT University Blockchain Innovation Hub.

Blockchain awareness initiatives: In 2019, Deloitte introduced Blockchain in a Box (BIAB), a self-contained mobile technology platform, capable of hosting blockchain-based solutions across four compute nodes and 2020 ISG Provider Lens™ Leader three video displays. It can demonstrate small blockchain implementations and integration with external services. BIAB is primarily an educational platform, showing existing and prospective clients how blockchain works in practice. Deloitte Digital has one of the more Primary research into blockchain: Over the last three years, Deloitte has conducted a major global survey into how organizations use blockchain technology and the issues they face. The report based on the survey mature blockchain practices amongst the is primarily a marketing document to promote Deloitte’s expertise in blockchain, but it also provides the firm larger consultancies. with deep understanding of the use of blockchain, globally. The survey shows a steady increase in the use and interest in blockchain.

IBM Overview Caution IBM is a major global IT hardware, software and services provider with a significant market share in all Digital Australian client reference and use cases are sometimes not easily identified amid Business Consulting Services quadrants. Its annual revenue, in 2019, was US$77 billion, and it employs 350,000 global cases and marketing initiatives. IBM blockchain solutions are concentrated in people worldwide. IBM Australia employs more than 4,000 people, with an annual revenue of US$2.6 billion the banking, insurance, retail and logistics verticals. Clients should check if the use in 2019. IBM has an extensive range of blockchain services. It has tested many use cases to filter practical cases fit their needs. applications of blockchain and DLTs. The firm has more than 1,600 blockchain experts, globally, and has delivered more than 500 client engagements, with many reference sites. Its global reach makes blockchain available in more than 170 countries.

Strengths

Large partner ecosystem: IBM has many blockchain partners and is a member of many industry groups and many patents on blockchain technology. It is a founding member of the Linux Foundation Hyperledger Project and is a major collaborator in developing the Hyperledger Fabric, and open framework of permissioned blockchain networks. IBM’s primary research into blockchain has made is a thought leader in the field. Extensive blockchain experience: IBM has practical experience with over 500 blockchain engagements 2020 ISG Provider Lens™ Leader around the world. IBM’s Melbourne Research Lab, one of only 12 such facilities globally, conducts research and implements AI-enabled blockchain technology to clients in the government and financial services in Australia.

Modular approach: IBM’s Blockchain Strategy Platform is a modular methodology comprising Starter Services (evaluation, prototypes and pilots), Acceleration Services (from pilot to production, including the governance IBM is probably the world’s most experienced and operating models), and Innovation Services (adds AI and IoT technologies as appropriate and refines the blockchain consultancy, with products and commercial model and scaling). deployments in Australia and globally.

INFOSYS Overview Caution Infosys is a large IT services provider based in Bengaluru, India. The firm employs 242,000 people in 46 Infosys has a reputation as a traditional IT services provider. It is developing countries and had an annual revenue of US$12.7 in 2019 billion. It employs around 4,000 people in Australia, expertise in blockchain and other innovative digital services technologies but needs where it opened its first office 2003. It is now represented in all major capital cities. Infosys was a pioneer of to promote these more to shed its image as a slightly conservative provider. the global delivery model and the first IT company from India to be listed on NASDAQ. Infosys’s Digital Practice employs over 50,000 specialists in 26 digital studios, globally, including two in Australia. The company has over 100 alliance partners and has made many acquisitions in the digital space in the last 18 months. It has a US$1 billion Infosys Innovation Fund. It has created Blockchain ‘Living Labs’ in many markets, including Australia.

Strengths

Strategically important partner ecosystem: Infosys focuses on best-of-breed products and platforms such as Hyperledger, Ethereum and r3. Infosys has built a strategically important partner ecosystem in core technologies such as blockchain. Related disciplines such as data analytics, AI and IoT are also part of Infosys’ certified expertise. Reference cases and projects: Infosys has invested in training and certification to reach more than 800 2020 ISG Provider Lens™ Leader certified blockchain experts, globally. It has developed its partnerships and increased the number of projects, use cases, prototypes and client engagements over the last two years. Infosys has developed many blockchain prototypes and use cases and carried out more than 100 blockchain projects around the world. Proven methods and applied intellectual property: Infosys relies on proven methods, industrialized Infosys has significant blockchain expertise at all approaches, innovation labs and global research to assist in local regional deliveries. Primarily, Infosys counts stages of the development and delivery process. on an intelligent application platform for accelerated development of state-of-the-art applications such as smart factory, future of insurance and intelligent retail, and can integrate blockchain solutions into these.

TCS Overview Caution Tata Consultancy Service Limited (TCS) is the largest India-based software and services company, with an TCS’ blockchain capabilities are strongly anchored in the financial services industry. annual revenue of US$22 billion in 2019 and 448,000 employees worldwide. It was founded in 1968 as Tata Clients in other industries may find TCS’ offerings less applicable to their needs. Computer Systems, a division of the Tata Sons conglomerate. It went public in 2004. TCS entered the Austra- lian market in 2005 and acquired financial software company Financial Network Services (FNS). It has more than 4,000 employees in Australia. In 2014 TCS launched its Digital Software and Solutions division to supply digital transformations services. TCS has a range of blockchain tools to enable clients to explore the potential of blockchain, including a development kit to enable enterprises to quickly build and deploy blockchain applications. Strengths

Integrated blockchain offerings: TCS blockchain products include Blockchain Embark, to identify foundational initiatives, prioritize innovation opportunities, and develop relevant value; Blockchain Design, to develop targeted use cases that enable business-value-driven solutions and create MVPs in TCS' sandbox; and Blockchain Scale, to build and integrate a custom or partner solution, which includes implementation and ecosystem readiness planning. 2020 ISG Provider Lens™ Leader Proven delivery model: TCS’ Business Value Delivery Model is designed to immerse participants in blockchain possibilities; develop a portfolio; and design, develop, and test the viability of use cases and implement solutions at scale with strategic partners in an enterprise ecosystem. This is delivered through TCS’ proven Location Independent Agile delivery model TCS has a strong and mature blockchain offering, Cryptocurrency trading solutions: In July 2020, TCS launched Quartz, which it described as a smart solution for backed by deep expertise in a number of verticals. crypto services, a blockchain-based offering to enable banks and investment companies to provide secure seamless cryptocurrency trading to their clients.

RISING STAR: BLOCK8 Overview Caution Block8 is a Sydney-based blockchain development studio founded in 2016. It now has 40 staff members Block8 is a relatively small company with a narrow specialty in blockchain. Clients and a development center in Chandigarh, India. It works as an innovation hub, partnering with startups and looking for a broader approach may find its offerings limited. It may also be an commercial and government enterprises to bring blockchain projects to a number of industries. The business acquisition target for a larger firm. model is to build blockchain-based companies. In 2018, it designed and built a decentralized finance product called Havven (Synthetix), which raised US$39 million ― Australia’s largest blockchain capital raise to date. It has delivered Australia’s most successful and innovative blockchain ventures, which have created over US$250 million in enterprise value.

Strengths

Proven blockchain development methodology: Block8 has developed a standardized methodology for developing and delivering blockchain-based projects. It has four steps, namely, product discovery and validation (testing the viability of the concept), MVP development (UX, full stack development), traction and raise (funding), and support and transition (ongoing development services). Blockchain track record: Block8 has deep expertise in product management, blockchain and DLT, incentive 2020 ISG Provider Lens™ Rising Star design, economics and full-stack development. It has built tokenized, unlisted equities and residential mortgage- backed securities (RMBS), as well as developed blockchain-based industry applications within residential tenancy, payments and identity. Block8 has emerged as Australia’s leading blockchain Partnership model: Block8 partners with organizations and subject matter experts (within these organizations) specialist consultancy. Its partnering strategy has who have identified a need for blockchain within their domain of expertise to bring the idea to life. It combines proven very successful, enabling it to develop their skills with that of its internal product, business and technology experts. innovative applications.

Digital Supply Chain Transformation Services

In this quadrant report, ISG evaluates providers offering digital supply chain management The following can use this report to identify and evaluate different service providers: (SCM) services, with the ability to deliver business model innovation and enable enterprises IT leaders should read this report to understand the relative positioning and capabilities to build competitive differentiation in today’s digital economy. of providers that can help them effectively plan and improve the reliability and availability

ISG lays out the current positioning of digital SCM players in Australia with a comprehensive of their business. overview of the competitive landscape of the market. ISG observes a rising need among Security and data management leaders should read this report to gain a competitive enterprises to harness the advantages of the automated digital supply chain to improve global overview of the data centers that are managed and hosted by providers. The report productivity, efficiency and visibility with accurate demand planning, real-time inventory also gives an outline to operate with strengthened security in the shared infrastructure of management and reliable fulfillment. public cloud.

In addition, with the adoption of the Internet of Things (IoT), the use of advanced robotics Digital transformation professionals should read this report to understand a provider’s and the application of advanced analytics of big data in SCM services, enterprises are capability to deliver seamless omnichannel solutions, leveraging artificial intelligence (AI) expecting to increase productivity, innovation and change management capabilities to keep and analytics for supply chain. The report would also give an insight on how the providers pace with competitors’ offerings, increase revenue and maintain margins, quality and level can be compared with one another. of operations. Supply chain strategy leaders, through this report, will gain knowledge of providers’ As companies are responding to changing consumer behaviors due to COVID-19, product portfolio capabilities, which, in turn, will enable streamlined workflow for enterprises are focusing on improving visibility , collaboration, agility and optimization enterprises and enhanced functionality for agents. across the end-to-end supply chain. The traditional linear supply chain model is transforming into digital supply networks (DSNs).

DIGITAL SUPPLY CHAIN Managed Public Cloud Services for Midmarket TRANSFORMATION SERVICES

Definition

This quadrant assesses service providers across consulting, integration, support and managed services for the supply chain covering planning, execution and insights. Providers in this space leverage a comprehensive framework or methodology to use digital technologies such as IoT, AI, ML and predictive analytics across the supply chain to enable clients to optimize their entire ecosystem of suppliers, customers, employees and third-party partners to align with each of their business risk profiles. Conventional Supply Chain Management (SCM) is a mature market in Australia, with many organizations well placed to evolve to digital supply chain applications.

A digital supply chain transforms a company’s ability to anticipate and address customer needs by managing the supply chain efficiently. It enables a company to move from cost savings to monitoring inventory, based on requirements, by optimizing the supply chain network and creating a predictive, self-adapting supply chain. To deliver these

DIGITAL SUPPLY CHAIN TRANSFORMATION SERVICES

Definition (cont.) Eligibility Criteria

advanced features, a company uses sensors, predictive analytics, digital Offer consulting and integration services for supply chains twin, blockchain andAI/ML-based solutions, providing it with end-to-end Focus on more than one specific industry across regions real-time visibility across its integrated and networked supply chain. Due to the COVID-19 pandemic, many Australian organizations have accelerated Should have executed advisory, consulting, or integration for digital supply chain for one or more their move towards digital supply chain, with providers helping them to clients across Australia and the region plan, transform and execute the process. Focus on one aspect of the digital supply chain or through end-to-end delivery of services

Service providers in this quadrant typically provide supply chain analytics, data management, demand planning and order management to deliver substantial benefits to their clients. They conceptualize the digital supply chain for clients, leverage digital technologies to deliver a digitalized version and manage it for their clients in an outcome-based model.

DIGITAL SUPPLY CHAIN TRANSFORMATION SERVICES

Observations

Digital Supply Chain Transformation Services To improve the integration of all aspects of the supply chain function

Supply Chain Management has long been an important and recognised To facilitate relationships with suppliers and customers discipline in Australian business. It has traditionally dealt with physical To enable real-time visibility throughout the internal and external supply chain objects. In the digital world, the supply chain, like business itself, has been transformed. To optimize inventory management.

Digital supply chain transformation deals with both the application of Suppliers of Digital Supply Chain Transformation Services in Australia help their clients achieve these digital technology to traditional SCM and the use of SCM techniques to objectives by providing such services as advising on strategy, choosing and implementing appropriate manage the new breed of digital products and services born out of digital products and technologies, and by improving metrics for improved performance and forecasting. One of transformation. Digital technology has transformed traditional SCM practic- the most important aspects of digital supply chain transformation is visibility – the ability to track and trace es in Australia, which function within massive global networks that enable all links in the supply chain. Visibility is a precondition to all other supply chain functions and an enabler of the speedy delivery of both physical and digital products. further improvements in efficiency.

The digital transformation of the supply chain should have the following What clients should look for: The concept of Digital Supply Chain Transformation Services is relatively objectives: new to digital business consulting and has not been previously included in ISG analysis. Supply chain innovation has become a key differentiator in the digital world, and savvy service providers have moved To reduce friction wherever possible within an organization’s supply to help their clients improve their supply chains through greater integration and visibility, and by the chain and with its interface to other supply chains implementation of appropriate technologies.

DIGITAL SUPPLY CHAIN TRANSFORMATION SERVICES

Observations (cont)

Enterprises seeking a digital supply chain transformation service provider DXC has developed proprietary assets that can deliver significant value during implementation should look for suppliers that can provide the appropriate mix of both and transition projects. It has an extensive partner network and has developed in-house innovative traditional and digital supply chain expertise. Such suppliers can be difficult application service automation and continuous improvement methods and toolsets. to find because they need to straddle two different mindsets. But ISG HCL brings strong AI skills to the digital supply chain. Its proprietary Nexus framework involves the analysis shows that these suppliers do exist. “discover, define, design and deliver” cycles, in which end users and stakeholders interact while testing Of the 21 providers in this quadrant, six are leaders and one is a Rising and incorporating measurable outcomes to ensure that original consulting delivery targets are met Star: IBM has leading offerings in all areas of digital supply chain, with many industry specific offerings- in Accenture uses proprietary AI and analytics-powered tools and accel- cluding AI, IoT and manufacturing and supply enablement systems. It is also very strong in AI predictive erators such as SynOps and myConcerto for helping clients to become analysis, with its IBM Sterling Supply Chain Insights and Supply Chain Intelligence Services. more data driven, AI-powered and digital to transform culture and scale Infosys has capabilities in digital innovation and design operating model and experience platforms and faster by introducing human-machine innovation to fast-track intelligent its Infosys Digitalization model (IDM). These are applied across the digital supply chain, from automa- operations. tion strategy and customer digitalization strategy to servicing the digital customer. Atos is a digital supply chain transformation services leader that TCS is a Rising Star in digital supply chain transformation services, with strong alliances with major delivers a complete range of supply chain transformation services, vendors such as SAP, Oracle and JDA. It has a mature digital supply chain methodology and offers covering inbound, production and outbound logistics and operations. supply chain as a service. Atos provides new insights into the supply chain with existing data and additional insights with external data.

ACCENTURE Overview Caution Accenture is one of the largest management consulting, technology, and outsourcing service providers in the Accenture’s offerings and is delivery and pricing model are suited to large world, with over 500,000 employees worldwide and a revenue of US$43.2 billion in fiscal 2019. It has 4,500 em- enterprises and major projects. They are unlikely to be suitable for small-to- ployees in six offices in Australia, of which half are engaged in technology. In the past few years, Accenture has midmarket organizations. been very active in Australia, as in the rest of the world, acquiring consultancies and services companies to build its expertise in specific areas, including digital transformation. Accenture’s Intelligent Platform Services combine SAP, Oracle, Microsoft, Salesforce, Workday and other packaged application platforms. The platform in digital supply chain is a combination of industry knowledge, core platforms, cloud, digital, IoT, AI, ML and security.

Strengths

Strong expertise in Australian supply chain solutions: In February 2020, Accenture acquired Icon Integration, an Australia-based technology consultancy that provides SAP digital supply chain solutions and services, as well as specialized business intelligence solutions. Accenture has four innovation hubs in Australia, in Sydney, Melbourne, Perth and Canberra. Its range of services includes strategy, consulting and integration services for a wide range of platforms and technologies. These are led in the digital space by Accenture Interactive, Accenture Analytics and Accenture Mobility focus units. 2020 ISG Provider Lens™ Leader Comprehensive supply chain portfolio: Accenture’s Intelligent Supply Chain and Operations’ capabilities include strategy, human potential, managed services, applied intelligence, business transformation. Supply chain Accenture is a market leader in all aspects of management as a core competency for Accenture, and its experience and depth of knowledge, are unparalleled. digital supply chain management services. It Transitioning from conventional to digital supply chain: Accenture has long experience in traditional and digital has a very strong message based around a supply chains and has adapted a range of new technologies to optimize its SCM offerings. It has strong capabilities in SAP and other ERP consultancy areas and has developed a number of tools and techniques to help ease the coherent set of products and services. transition to digital supply chains for its clients.

ATOS Overview Caution Atos, based in France, is a multinational IT services service provider with an annual revenue of US$13.6 billion in Atos makes much of its Industry 4.0 solutions but needs to capitalize on its supply 2019 and employs 110,00 people globally, of which 1,800 are digital business consultants. In 2018, it established chain transformation capabilities by stronger promotion of its “Intelligent supply an important global strategic partnership with Google Cloud. In Australia it is headquartered in Melbourne, with chain.” offices in Sydney and Perth. Atos provides real-time insights into the movement of goods throughout the supply chain and ensures more control through predictive models with full end-to-end visibility of a client’s supply chain.

Strengths

Industry 4.0 innovation and services: The Atos 4.0 approach is to guide manufacturing clients through digital transformation with four end-to-end processes that define Industry 4.0: supply chain management, manufacturing, PLM and CX. For each of these processes, Atos has defined use cases that show new principles of Industry 4.0. and realization methods. End-to-end supply chain services: Atos delivers a complete range of supply chain transformation services, 2020 ISG Provider Lens™ Leader covering inbound, production and outbound logistics and operations. It provides new insights into the supply chain with existing data and additional insights with external data.

Vertical orientation with cross-industry breadth offerings: Atos is continuing its development into a more vertical, industry-oriented structure. It is offering its supply chain portfolio through its own sales organizations, Atos has significant and highly relevant addressing customers in government, energy and utilities, retail, transportation and health care and life capabilities in digital supply chain and sciences industries. transformation in many industries.

DXC Overview Caution DXC Technology is a large IT services company, formed in 2017 with the merger of Hewlett-Packard Enterprise’s DXC can be unfocused at times and not propose the best solution set from its wide Enterprise Services business with Computer Sciences Corporation. The company has an annual revenue of range of offerings. Clients need to ensure they are dealing with the appropriate US$21 billion in 2019 and 138,000 employees worldwide. It has a large operation in Australia, where it employs team. 6,000 people and accounted for a revenue of more than US$1 billion in 2019. DXC has more than 100 instances of the top three SaaS enterprise applications running in its cloud. The company operates 25 application delivery centers and 23 cloud centers and employs 50,000 application experts. It has a large list of reference clients and projects globally. DXC has developed in-house assets that can deliver significant value during digital SCM implementation and transition projects. Strengths

Tooling adds value: DXC has developed proprietary innovative application service automation and continuous improvement methods and toolsets. These can deliver significant value across the digital supply chain during 2020 ISG Provider Lens™ Leader implementation and transition projects. The DXC Bionix Digital Services delivery model provides intelligent automation at scale.

Innovative app service automation methods and toolsets: Its proprietary platform DXC Bionix System incorporates automation into application management service delivery through a range of tools: DXC DXC has highly valid and leading-edge digital autoDetect (next-generation apps performance management); DXC autoResolve (automatic robotic tooling); supply chain solutions, delivered together with DXC autoImprove (identifies improvement opportunities); and DXC autoManage (optimizes workflow for its world-class partner ecosystem. operational service delivery and analytics).

HCL Overview Caution HCL Technologies is a global IT services company based in India. The firm had annual revenues of US$10 billion HCL has not been as fast as some of its competitors in evolving its skills from the in 2019 and employs 150,000 people in 44 countries, including 6,000 in Australia. It has been in Australia since physical to the digital supply chain. 1999 and now has a substantial operation, with offices in all mainland state capitals and Canberra. In October 2020, HCL acquired publicly listed Australia-based IT services company DWS for US$162 million. The acquisition boosts HCL’s presence in Australia, bringing an additional staff of 700 and its SCM capabilities.

Strengths

Framework-assisted delivery: HCL’s proprietary Nexus framework involves “discover, define, design and deliver” cycles. Each cycle explores business value, target audience, ideation, experience concepts, usability problems and end solutions. End users and stakeholders interact while testing and incorporating measurable outcomes to ensure original consulting delivery targets are met Brings AI skills to the supply chain: HCL is focused on digital transformation and its market impact. It also 2020 ISG Provider Lens™ Leader considers strategic acquisitions as well as partnering, as required, to deliver according to the evolving digital needs. With focus on AI, the firm is building a robust solution that is customer-centric and will drive efficiencies in overall delivery. HCL successfully combines traditional supply Strong in manufacturing: HCL has been particularly strong in the manufacturing industry, where supply chain chain skills with those essential for the digital management skills are paramount. In 2019, it acquired a US$1.8 billion software portfolio from IBM, which included supply chain. The acquisition of DWS will many digital supply chain tools. help enormously in Australia.

IBM Overview Caution IBM is a major global IT hardware, software and services provider, with a significant market share in all Digital IBM has a broad SCM portfolio, but not all its products are suited to all potential Business Consulting Services quadrants. Its annual revenue was US$77 billion in 2019, and it employs 350,000 clients. Those most comfortable with the approach will be larger enterprises and people worldwide. IBM Australia employs more than 4,000 people and reported an annual revenue of US$2.6 the higher end of the midmarket. Also, the sheer range of products and services billion in 2019. The IBM Sterling Supply Chain Business Network offers a host of different business solutions for available can be confusing, even to people within IBM. most enterprise scales and with specific industry focus. It can also be coupled with Watson for increased AI and predictive analytics.

Strengths

Extensive ecosystem: IBM has one of the world's largest partner ecosystems in digital supply chain services and management. The IBM Sterling Supply Chain Business Network provides secure cloud-based connectivity to more than 800,000 connected trading partners globally.

AI-based predictive analysis: AI provides real-time intelligence and recommendations to get ahead of supply chain transaction issues to ensure orders are delivered on time. IBM’s AI based Supply Chain Intelligence Services is open 2020 ISG Provider Lens™ Leader to developers, who can use Control Tower Solution Blueprints to create purpose-built supply chain applications.

Comprehensive supply chain portfolio: IBM has extensive experience in traditional and digital supply chain management and one of the industry’s most comprehensive sets of products and services. Its solutions enable intelligent end-to-end supply chain visibility and transparency and are designed to minimize the complexity of IBM has massive experience in all aspects of supplier on morning collaboration. It offers different feature sets for different sizes of organizations, backed by conventional and digital supply chain management. advisory consulting-led engagements. Its AI capabilities are unparalleled.

INFOSYS Overview Caution Infosys is a large IT service provider based in Bengaluru, India. The firm employs 242,000 people in 46 countries The Infosys approach to supply chain transformation is very traditional. Clients and had an annual revenue of US$12.7 billion in 2019. It employs around 4,000 people in Australia, where it seeking innovation might feel they are not on the cutting edge. opened its first office in 2003. It is now represented in all major capital cities. Infosys was a pioneer of the global delivery model and the first IT company from India to be listed on the Nasdaq. Infosys’s Digital Practice employs over 50,000 specialists in 26 digital studios globally, including two in Australia. Australia is responsible for 6 percent of Infosys’ global digital supply chain revenue.

Strengths

Depth in supply chain expertise: Infosys has capabilities in digital innovation and design operating model and experience platforms, as well as its Infosys Digitalization model (IDM). These are applied across the digital supply chain, from automation strategy and customer digitalization strategy to servicing the digital customer. It specializes in strategy development, diagnostics, network strategies and operating models. Holistic perspective: Infosys has developed a digital supply chain model that sits in the middle of the 2020 ISG Provider Lens™ Leader conventional physical supply chain and encompasses four components, namely, plan, source, make and deliver. These integrated extensions of conventional supply chain ensure a holistic view of the complete supply chain process. Infosys has strong traditional supply chain Strong supply chain partner ecosystem: Infosys leverages technology through partnerships with leading management, which greatly strengthens its industry product vendors such as Adobe, Sitecore, Drupal, OpenText, IBM and Oracle. It also offers proprietary digital supply chain capabilities. Its supply chain tools, accelerators, and frameworks such as Digital Factory, Campaign Automation, Connected Customer Framework and Migration Builder. offerings are highly integrated.

RISING STAR: TCS Overview Caution Tata Consultancy Service Limited (TCS) is the largest India-based software and services company, with annual TCS’s strengths in conventional supply chain management may cause it to overlook revenues of US$22 billion in 2019 and 448,000 employees worldwide. It was founded in 1968 as Tata Computer the importance of digital technologies in the supply chain. Systems, a division of the Tata Sons conglomerate. It went public in 2004. TCS entered the Australian market in 2005 and acquired financial software company Financial Network Services (FNS). It has more than 4,000 employees in Australia. In 2014 TCS launched its Digital Software and Solutions division to supply digital transformations services. Its SCM offerings are aligned with industry standards such as SCOR, APQC and MESA.

Strengths

Supply chain alliances: TCS is strong in traditional supply chain management through alliances with major vendors such as SAP, Oracle and JDA. It has developed the SAP-based Plant-in-a-Box to help its customers expand operations globally; SAP-based lean logistics, Extended Warehouse Management (EWM), to enhance logistics capabilities; and ORBIT Oracle-based solutions to leverage logistics efficiencies. Digital supply chain methodology: TCS focuses on four building blocks: a connected environment including 2020 ISG Provider Lens™ Rising Star key stakeholders; an IoT ecosystem for harvesting data from stakeholders and functions; an analytics layer powered by ML to provide guidance on business scenarios; and a decision engine that acts on the intelligence.

Supply chain as a service: Key retail supply chain solutions include Omni Stock (maximizes inventory optimisation), Omni Visibility (real-time visibility into supply chain operations), Omni Range (convergence of TCS has proven experience in successfully delivering physical and digital operations), Omni Track (delivery tracking using real-time alerts), Omni Flow (supply chain complex supply chain transformation projects for leading decision and Omni Wise (ML recommendations). retailers across multiple geographies.

Methodology ISG Provider Lens™ Quadrant Report | December 2020

METHODOLOGY The research study “ISG Provider Lens™ 2020 – Digital Business Solutions and Service Partners” analyzes the relevant software vendors/service providers in the Australian market, based on a multi-phased research and analysis process, and positions these providers based on the ISG Research methodology.

The study was divided into the following steps:

1. Definition of Digital Business Solutions and Service Partners market 5. Detailed analysis and evaluation of services and service documentation based on the facts and figures received from providers and other sources. 2. Use of questionnaire-based surveys of service providers/vendor across all trend topics 6. Use of the following key evaluation criteria: Strategy & vision 3. Interactive discussions with service providers/vendors on capabilities and use − Innovation cases − − Brand awareness and presence in the market 4. Leverage ISG’s internal databases and advisor knowledge and experience − Sales and partner landscape (wherever applicable) − Breadth and depth of portfolio of services offered − Technology advancements

Craig Baty, Author Distinguished Analyst Distinguished analyst and author Craig Baty has extensive research and thought leadership experience in the Asia Pacific and Japan ICT markets. Craig is Principal and Founder of DataDriven, an Asia Pacific-based research and advisory firm that is an ISG Research partner. Craig has over 30 years of executive and board-level experience in the ICT industry, including as a Group VP and Head of Gartner Research AP/J, CEO of Gartner Japan, Global VP Frost & Sullivan, EGM Marketing and CTO Fujitsu ANZ, GM Marketing Strategy and Alliances at BT Syntegra Australia, and more recently as VP Global Strategy and VP Digital Services in Fujitsu Tokyo HQ. As a well-known ICT commentator and analyst, Craig has written more than 200 research pieces and presented at over 1,500 events globally. He is also regularly quoted in regional media. Craig is actively involved in the ICT community as a board member of the Australian Information Industry Association (AIIA) and Vice Chair of the Australian Computer Society NSW (ACS). He is currently also pursuing a Doctor of Business Administration by Research (DBA) in the area of national culture and IT Strategic use and investment.

Monica K, Enterprise Context and Global Overview Analyst Research Analyst Monica K is the research analyst for the Internet of Things and Digital business transformation studies as part of the ISG Provider Lens™ program. She also has experience in researching technologies such as robotic process automation, blockchain, and artificial intelligence. Monica has been working with ISG for the past year and actively takes part in mobilizing service provider information through primary and secondary research. Additionally, she engages in delivering ad-hoc requests from providers and advisor.

Jan Erik Aase, Editor Director and Principal Analyst Jan Erik Aase is a director and principal analyst for ISG. He has more than 35 years of collective experience as an enterprise client, services provider, ISG advisor and analyst. Jan Erik has overall accountability for the ISG Provider Lens™ reports, including both the buyer-centric Archetype reports and the Quadrant reports focused on provider strengths and portfolio attractiveness. He sets the research agenda and ensures the quality and consistency of the Provider Lens™ team.

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.