Introduction

The global business environment is undergoing a significant change towards "digital," driven by a combination of factors – changing consumer demands, emerging of disruptive technology, reducing go-to-market time, and increasing pressure on margins. To thrive in this dynamic business landscape, GICs are uniquely positioned to support the parent enterprise in its strategic digital journey and deliver new forms of value addition.

This report gives an overview of the current state of digital adoption in GICs, assesses digital maturity of GICs based on a framework, evaluates functional maturity of the top three industry verticals, and highlights best practices, key implications, and the call-to-action for GICs. The report will assist senior GIC stakeholders in understanding the opportunities and challenges offered by this disruptive wave of digital services.

Scope and methodology

• The scope of the analysis includes 6 digital segments – social & interactive, mobility, analytics, cloud, Robotic Process Automation (RPA), and miscellaneous (e.g., Internet of Things and cybersecurity)
• This report is based on interactions with over 30 GICs based out of key global sourcing locations (India, Poland, and Philippines), practitioners’ perspectives from the Everest Group’s Digital GIC Thought Leadership Series 2015, along with our proprietary GIC database that is updated quarterly with new setups, expansions/contractions of existing GICs, and capability additions
• The report analyzes the overall landscape and current state of digital adoption in GICs in terms of market size and key trends by type of entity, digital segments, industry verticals, and delivery geography
• The report establishes a framework for assessing the digital maturity of GICs across five key dimensions – scale & adoption, breadth & depth of services, intentional focus on digital talent, influence in demand creation & level of ownership, and role in vendor/ecosystem partnership
• Further, the report covers case studies about best practices adopted by GICs across three strategic areas to drive digital adoption – talent management initiatives, partnership with start-ups, and collaboration with vendors
• The report identifies the top three industry verticals with the highest digital adoption – BFSI, product & technology, and MDR. It also includes a deep-dive assessment of their functional maturity
• Finally, the report highlights the key implications and call-to-action for GICs with regard to adoption of digital services

Contents

The report provides detailed information and analysis of the current landscape of the digital service delivery across GICs and is structured along the following sections:

• Role of GICs in driving the digital agenda of the enterprise
• Market overview of digital adoption in offshore GICs (This section includes split of GIC digital market size by type digital segments, industry verticals, and delivery geographies)
• Framework to assess GIC digital maturity across key dimensions
• Best practices for adoption of digital in GICs
• Functional maturity assessment of the top three industry verticals with highest digital adoption
• Implications and call to action for GICs