Best of the Software LeaderBoard: Profile on Infosys RIS IT SERVICES Leaderboard 2010 Infosys Is #1 Provider In IT Services LeaderBoard IN HEAD-TO-HEAD RANKINGS INFOSYS COMES OUT ON TOP By Joe Skorupa The retail IT services landscape has shifted over the past decade Of the three lists where Infosys appears in the top spot it should as providers have elevated their role in the IT hierarchy. Instead come as no surprise that one is the Top-10 master list, which is the of being counted on for simple cost-reduction capabilities and only comprehensive head-to-head ranking in the report. augmentation of skills, today’s IT services providers offer such IT services providers that make it onto the Top-10 master list major strategic functions as change management, business are not specialists with finely targeted skills. Instead they excel transformation and IT consulting. across multiple disciplines, including all seven Criteria in the IT This is not to imply that competency in cost reduction and Services LeaderBoard. These Criteria are: Domain Experience, skills augmentation are not important. They are. But many lead- ing IT services providers are so large and diverse that they pos- 2010 TOP 10 IT SERVICES LEADERS sess a deep pool of talent found nowhere else, both off-shore and on-shore, that retailers tap for both strategic planning and 1 Infosys 31.80 project execution. 2 JDA 31.68 One company that has successfully made this transition is Infosys, which beat out 32 providers that have strong practices 3 Accenture 31.34 in the retail industry to earn the number one ranking in the 2010 4 Microsoft 28.92 RIS IT Services LeaderBoard. 5 IBM Global Serives 27.85 BEST OF THE BEST 6 Oracle 26.20 Retail CIOs turn to IT services providers as trusted partners and key team members when they need to make critical mid-course 7 Fujitsu Services 25.25 corrections, launch major initiatives in new channels or deploy 8 NCR 22.80 emerging technologies. Based on the outstanding scores achieved in the 2010 IT Ser- 9 Verizon 19.75 vices LeaderBoard, Infosys is a provider that does all of this at a 10 AT&T 19.63 high level of proficiency. That Infosys is at the top of its game is borne out by a number-one ranking in three of the eight top-10 10 Cognizant 19.63 lists in the report and a top-three finish in all other lists. Infosys_jan17.indd 1 1/20/11 2:05 PM RIS IT SERVICES Leaderboard 2010 Profile on Infosys Depth of Offerings, Integration Capabilities, On Time/On Budget, Meeting Expectations, Strategy TOP 10 LEADERS IN DEPTH OF OFFERINGS TOP 10 LEADERS IN INTEGRATION CAPABILITIES & Innovation, and Strength of Recommendation. 1 JDA 4.62 1 Infosys 4.80 The scores for each of these Criteria are com- bined into a single, comprehensive score that is 2 Infosys 4.60 2 JDA 4.78 the basis of the Top-10 master list. 3 Accenture 4.33 3 Accenture 4.33 Providers that make the comprehensive list 4 4 not only possess industry-leading skills and ex- Microsoft 4.30 IBM Global Services 4.07 pertise, but they are also innovators and thought 5 Fujitsu Services 4.25 5 Microsoft 4.02 leaders that meet or beat the high expectations 6 IBM Global Services 4.02 6 Oracle 3.50 their retail clients place on them. In many ways, Infosys is a poster child for 7 Oracle 3.90 7 Fujitsu Services 3.25 broad strengths like these, a fact that is validated 8 Verizon 3.25 8 Verizon 2.75 throughout the LeaderBoard report. 9 NCR 3.20 9 NCR 2.60 NUMBER ONE RANKINGS 10 Cognizant 2.75 10 Cognizant 2.50 The unique characteristic that makes the RIS IT Services LeaderBoard a must-read report is its methodology, which is based on the premise that TOP 10 LEADERS IN ON TIME/ON BUDGET TOP 10 LEADERS IN MEETING EXPECTATIONS customer satisfaction is the key indicator of suc- 1 Accenture 4.33 1 Accenture 4.67 cess in IT services engagements. The overall score, which is shown in the Top- 2 JDA 4.30 2 Infosys 4.40 10 master list, is composed of seven individual 3 Infosys 4.20 3 Microsoft 4.38 Criteria scores worth five points each. Points are based on retailer evaluations of IT services pro- 4 Microsoft 4.05 4 JDA 4.36 viders they have had experience with in the last 5 Fujitsu Services 3.75 5 IBM Global Services 3.84 12 months. Retailers select a number from one to five, with five representing the highest level 6 IBM Global Services 3.65 6 Fujitsu Services 3.50 of satisfaction. Since there are seven Criteria 7 NCR 3.40 7 Oracle 3.40 the maximum number of points a provider can 8 Oracle 3.00 8 NCR 3.20 achieve is 35. The focus on customer satisfaction in the IT 9 Cognizant 2.68 9 Verizon 2.75 Services LeaderBoard resembles the method- 10 AT&T 2.43 10 Cognizant 2.75 ologies used by such well-known studies as the Zagat restaurant reports, J.D. Power and Associ- ates rankings, and the “Consumer Reports” sur- TOP 10 LEADERS IN STRATEGY & INNOVATION TOP 10 LEADERS IN RECOMMENDATION vey of products. 1 When each Criterion is broken out into indi- 1 Accenture 4.67 Infosys 4.60 vidual lists Infosys scores number-one rankings 2 Infosys 4.60 2 JDA 4.57 in two key areas. They are: Top 10 Leaders in 3 JDA 4.52 3 Accenture 4.33 Integration Capabilities and Top 10 Leaders in Recommendation. 4 Oracle 4.40 4 IBM Global Services 4.12 TOP 10 LEADERS IN DOMAIN EXPERTISE 5 IBM Global Services 4.08 5 Oracle 4.00 1 Accenture 4.67 6 Microsoft 3.92 6 Microsoft 3.95 2 Infosys 4.60 7 NCR 3.20 7 Fujitsu Services 3.88 3 JDA 4.53 8 Cognizant 3.13 8 NCR 3.80 4 Microsoft 4.30 9 Fujitsu Services 2.88 9 Verizon 3.50 5 IBM Global Services 4.07 10 AT&T 2.60 10 Cognizant 3.13 Infosys_jan17.indd 2 1/20/11 2:05 PM RIS IT SERVICES Leaderboard 2010 ADVERTORIAL Retailing in 2011 CUStoMER TRENDS AND NEW TECHNoloGY adoptioNS AS PER DINESH BAJAJ, VICE PRESIDENT, INFOSYS Retail AND CPG PRACTICE WHICH CUStoMER treNDS IN retailiNG DO YOU SEE AS WHat ARE SOME THINGS retailerS CAN DO to SIMUL- BEING CRITICAL to SUCCESS IN 2011? taNEOUSLY deliver BETTER CUStoM ServiCE/SatiS- There is no doubt that the recession has created a dramatic FACTION AND ACHIEVE ESSENTIAL DIFFERENtiatioN IN change in consumers’ consumption habits. Even as the economy THE MARKETPLACE? recovers and discretionary spending comes back in 2011, con- Retailers cannot just turn on consumer insights and analytics, sumers will continue to be cautious and will display value based mobility and multichannel integration. For these initiatives to be buying behavior. Brand loyalty will continue to be challenged as optimal, back-end functions and infrastructure must be able to well. Consumers are more socially-conscious. The country’s de- keep up and work seamlessly with these initiatives. For example, mographics are also changing - the baby boomers will start to supply chains should be involved with multichannel integration retire in 2011 and the U.S. minority population is approaching activities as supply chains have to respond to customer needs majority population. Retailers will need to respond to the rising as well. Today many POS systems cannot handle new payment demand for personalization, facilitated by growing digital technolo- systems. The bottom line is that many POS and supply chain gies and social media. Online engagement is a powerful and grow- systems are outdated. There are opportunities for retailers to in- ing consumer shopping tool. Peer and consumer reviews are af- crease efficiency as well as reduce costs in areas such as supply fecting buying decisions. The successful retailers will look at social chain optimization and visibility and better support initiatives like media as an organized business support model as opposed to the Multi channel commerce, mobility, etc. more open-ended view retailers have today. Overall, investment in technologies and strategies that create a seamless experience for IN YOUR view, WHat are MAJor GloBAL FORCES taK- consumers from multiple touch points, where and when they want ING SHAPE riGHT Now THat will Have A BIG IMpaCT ON it, will help retailers in the coming year. retailiNG IN 2011? There are two/three major global forces that are impacting WHat SPECIFIC TECHNoloGIES, SolUTIONS OR IT retailing in 2011 and beyond: emerging markets, mobile tech- StrateGIES DO YOU SEE AS BEING KEYS to SUCCESS IN nology and social networking. Retailers are eyeing emerging mar- 2011 AND BEYOND? kets such as China, India, Latin America and Russia, and in the Based on the consumer trends, retailers should continue to next few years will be entering these markets to drive growth. In concentrate on areas such as consumer insights and analytics, addition, there is a growing ecosystem of new mobile technolo- and multichannel integration including mobility and localization, gies and applications that will have a big impact on retailing. We’ll which are important as they carve out strategies for pricing, mer- see growing consumer interest in areas such as e-wallets, mobile chandise assortment and packaging. Many of the retailers who payments and social networking apps to search, browse, com- used the downturn period to invest in consumer- centric tools and pare and share product information/reviews.