Data, Analytics, and AI (DAAI) services are transforming Retail and Consumer Packaged Goods (RCPG) enterprises by enhancing operations and improving customer experiences. Data services integrate and manage data from various sources, ensuring accuracy and security, while centralized data warehousing facilitates efficient retrieval and analysis. Analytics services provide insights through descriptive, predictive, and prescriptive analyses, helping businesses understand past performance, forecast future trends, and optimize decision-making. Customer and supply chain analytics further enable enterprises to tailor marketing strategies and streamline operations. AI services, including machine learning, natural language processing, and computer vision, further automate and enhance decision-making processes. These technologies enable personalized marketing, demand forecasting, pricing optimization, and customer sentiment analysis, driving business growth. In this compendium, we assess 27 providers featured on the Retail and CPG Data, Analytics and AI PEAK Matrix® 2024. Each profile offers a comprehensive picture of the provider’s service focus, key intellectual property solutions, domain investments, and case studies. The study will assist buyers in selecting the best-fit provider for their needs, while providers will be able to benchmark themselves against their peers. Scope Industry: RCPG Geography: global Services: DAAI The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, client reference checks, and an ongoing analysis of the RCPG DAAI services market Contents This report features detailed assessments, including strengths and limitations, of 27 providers that focus on DAAI services in the RCPG industry. Membership(s) Retail and CPG Sourcing and Vendor Management

With the forthcoming SAP support end deadline of December 2027, as well as the increasing promise of AI-driven technologies, enterprises have been moving rapidly from legacy to cloud solutions. In particular, SAP S/4HANA adoption could prove a game-changer for enterprise finance functions, given its central role in managing and analyzing financial data for informed decision-making. However, for the implementation of SAP S/4HANA to be successful, there are several key imperatives to understand and follow. Watch Harpreet Makan, Practice Director, and Abhishek Mundra, Practice Director, for an enlightening webinar on driving finance transformation using S/4HANA. The discussion included the evolving role of the CFO in the implementation of transformative tech, as well as the strategic, operational and governance aspects of developing a successful transformation strategy. Attendees came away with a good understanding of best practices for implementing SAP S/4HANA, and how third-party service providers are reconfiguring their offering to better aid in finance transformations with S/4HANA. What questions did the webinar answer for the participants? What are the key buyer imperatives for finance transformation? Why should the CFO and the finance organization care about S/4HANA transformation? What are the best practices while undertaking finance transformation with S/4HANA? What role can the CFO and finance organization play to help ensure success of S4 transformation? How to find the right service provider to partner with for your transformation journey?

On September 10, 2024, ServiceNow launched Xanadu, its comprehensive offering of AI innovations tailored for the telecom, retail, banking, and public sector industries. This release significantly enhances its gen AI offerings, expanding the reach of Now Assist services to address key enterprise needs, including security and threat management. The release also features the Now Assist Skill Kit, which helps create custom gen AI skills and prompts. Additional innovations include data visualization, chat- and email-reply generation, change summarization, and proactive prompts. Scope All industries and geographies The report is based on our assessment of ServiceNow’s Xanadu release announcement Contents In this report, we examine: Consider key enterprise workflow automation issues and objectives, as well as themes driving and inhibiting demand Evaluate ServiceNow’s current positioning and its workflow automation product offerings Discuss ServiceNow’s Xanadu release announcement Provide Everest Group’s view on ServiceNow’s Xanadu release Membership(s) Application Services Banking and Financial Services Information Technology Cloud and Infrastructure Services Clinical Development Technology Cybersecurity Data & Analytics Digital Services Digital Workplace Enterprise Platform Services (EPS) Healthcare Payer and Provider Information Technology Insurance Information Technology Marketing and Interactive Experience> Life Sciences Information Technology Retail and CPG Sustainability Technology and Services Sourcing and Vendor Management

Data, Analytics, and AI (DAAI) services are transforming Retail and Consumer Packaged Goods (RCPG) enterprises by enhancing operations and improving customer experiences. Data services integrate and manage data from various sources, ensuring accuracy and security, while centralized data warehousing facilitates efficient retrieval and analysis. Analytics services provide insights through descriptive, predictive, and prescriptive analyses, helping businesses understand past performance, forecast future trends, and optimize decision-making. Customer and supply chain analytics further enable enterprises to tailor marketing strategies and streamline operations. AI services, including machine learning, natural language processing, and computer vision, further automate and enhance decision-making processes. These technologies enable personalized marketing, demand forecasting, pricing optimization, and customer sentiment analysis, driving business growth. Implementing these solutions requires a strategic approach and a reliable service partner with strong DAAI capabilities, along with RCPG domain expertise and a robust partner ecosystem. In this report, we assess 27 providers featured on the RCPG DAAI Services PEAK Matrix®. Each provider profile comprehensively describes its service focus, key intellectual property solutions, domain investments, and case studies. Scope Industry: RCPG Geography: global Services: DAAI The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, client reference checks, and an ongoing analysis of the RCPG DAAI services market Contents This report features detailed assessments, including strengths and limitations, of 27 providers that focus on DAAI services in the RCPG industry. Membership(s) Retail and CPG Sourcing and Vendor Management

While industry-specific cloud solutions serve business-specific needs, Salesforce’s focus has shifted to a unified customer view with Einstein Analytics and Customer 360 with evolving enterprise expectations. AI and ML integration has further boosted Salesforce’s automation, personalization, and data analytics capabilities. Providers are scaling their industry- and gen AI-specific talent pools. Simultaneously, they are forging dedicated partnerships with Salesforce for AI and co-innovation and developing differentiated IP and assets to augment enterprise transformation journeys. This compendium provides comprehensive and fact-based snapshots of 23 providers, highlighting their capabilities and offerings for Salesforce services. Each profile offers a detailed overview of the provider’s service focus, key IP/solutions, and domain investments. This research will enable buyers to select the best-fit provider for their needs and empower providers to benchmark themselves against their competition. Scope All industries and geographies This report is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading providers, and an ongoing analysis of the Salesforce services market Contents This report features 23 Salesforce service provider profiles which includes: An overview of the Salesforce service providers Providers’ case studies and proprietary solutions Partnerships and investments in the Salesforce services domain Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

Small and Midsize Enterprises (SMEs) are adopting Microsoft Business Applications to transform their operations, gain visibility, and manage end-to-end processes, including modernizing their customer experiences. In contrast, large enterprises leverage Microsoft Business Applications to strengthen their core systems by building on their existing systems. The Microsoft Business Applications market is driven by a lower Total Cost of Ownership (TCO) and faster time-to-market. Enterprises adopt Microsoft Business Applications due to their AI integration with offerings and seamless connection with other Microsoft offerings. In response, providers are developing talent pools and building robust accelerators to support enterprises’ digital transformation journeys. In this report, we analyze the Microsoft Business Applications services market, deal trends, and key enterprise demand trends, including gen AI. The report also offers key takeaways for enterprises and discusses implications for service providers. Scope All industries and geographies This report is based on interactions with leading IT service providers and client reference checks as part of the Microsoft Dynamics 365 Services PEAK Matrix® Assessment Contents In this report, we: Analyze the Microsoft Business Applications services market, highlighting market size split by geography, industry, product areas, and buyer size Evaluate Microsoft Business Applications services deal characteristics, including spending across the value chain and deal trends analysis across geographies and industries Examine key enterprise demand trends, including enterprise transformation areas, buyer satisfaction across key Microsoft Business Applications product areas, buyer imperatives, gen AI strategies across enterprise platforms, and AI transformation strategies for enterprises Assess implications for service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

Over the past few years, Salesforce has transformed from a pure-play CRM platform to a comprehensive suite of applications, empowering enterprises. The company has shifted its focus to providing a more integrated and comprehensive customer view to its clients with help of its offerings such as Einstein Analytics and Customer 360. It later introduced industry-specific cloud solutions to cater to industry-specific needs of enterprises. Currently, it has been in forefront of adopting and integrating AI/ML functionalities across its stack to further boost the platform’s automation, personalization, and data analytics capabilities. In response, providers are scaling their industry-specific and gen AI-specific talent pool, partnering with Salesforce for AI and solutioning, and developing differentiated IP to augment enterprise transformation journeys. In this report, we examine Salesforce services’ value, including customer satisfaction across key parameters. This report also identifies the top five providers that have delivered superior value to enterprises. Scope All industries and geographies Services: advisory/consulting services, implementation services, maintenance, and support services for Salesforce This assessment is based on over 60 unique interviews conducted in 2023-24 with global enterprises, nominated as reference clients by different providers and evaluated using the Everest Group PEAK Matrix® for Salesforce services Contents In this report, we examine: Enterprises’ overall satisfaction with Salesforce services Enterprises’ satisfaction across domain expertise, talent management, and commercial flexibility Salesforce Pulse 2024: Top Five Service Providers Delivering Superior Value Insights from enterprises on their experiences with these top five Salesforce service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

While industry-specific cloud solutions serve business-specific needs, Salesforce's focus has shifted to a unified customer view with Einstein Analytics and Customer 360 with evolving enterprise expectations. AI and ML integration has further boosted Salesforce’s automation, personalization, and data analytics capabilities. Providers are investing in scaling their industry- and generative AI-specific talent pools. Simultaneously, they are forging dedicated partnerships with Salesforce in areas such as AI and co- innovation and developing differentiated IP and assets to augment enterprise transformation journeys. In this report, we assess 24 providers featured on the Salesforce Services PEAK Matrix® Assessment 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for calendar year 2024, interactions with leading providers, client reference checks, and ongoing analysis of the Salesforce services market Contents In this report, we feature detailed assessments – including strengths and limitations – of 24 providers that focus on Salesforce services. Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

In 2023, IT services and technology providers faced difficulties aligning with retail and Consumer Packaged Goods (CPG) enterprises’ expectations, resulting in a decline in client satisfaction scores when compared with 2022. Client satisfaction is essential in the global technology services market, as it drives value creation for both clients and providers, fosters relationships, and sustains revenue streams. Everest Group conducted 116 unique interviews with key stakeholders from multiple retail and CPG enterprises that 51 technology service providers nominated as reference clients across the proprietary PEAK Matrix® reports assessments, to understand their satisfaction with technology service providers The report summarizes enterprise views on provider capabilities as enterprises look to scale up their investments. The research also discusses enterprise inputs on providers’ strengths and limitations. Scope Industry: retail and CPG Geography: global Contents In this report, examine: Retail and CPG enterprises’ overall satisfaction with their service providers across various service evaluation parameters Enterprises’ satisfaction by buyer geography and size Top service providers based on enterprise satisfaction Membership(s) Retail and CPG Sourcing and Vendor Management

At its Sapphire event in Orlando, Florida on June 3-5, 2024, SAP announced the release of new features for its cloud ERP and Joule offering. This release strengthens SAP’s cloud and generative AI capabilities across industries to enhance customer value. In this report, we analyze this new release, assessing how SAP’s offering aligns with enterprise objectives and requirements, and identifying both strengths and areas for improvement. Scope All industries and geographies The report is based on Everest Group’s assessment of the information released by SAP during its Sapphire 2024 event Contents In this report, we: Outline key cloud ERP objectives and requirements Examine the themes that drive and limit demand Detail SAP’s current positioning and its cloud ERP offerings Analyze the new release’s strengths and areas of improvement Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management