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 the early 2010s, Oracle embraced the cloud wave with Oracle Cloud Applications (OCA), now known as Oracle Fusion Cloud Applications. This suite revolutionized the enterprise software market by offering a comprehensive set of cloud-based applications for core business functions such as finance, HR, and supply chain management. Oracle Fusion Cloud Applications have continuously evolved, integrating AI capabilities to automate tasks, unlock deeper data insights, and enable real-time decision-making for businesses. Enterprises are swiftly transitioning to OCA to streamline operations, enhance efficiency, and gain a competitive edge. Legacy on-premise software, often burdened by high maintenance costs and inflexibility, is being replaced by Oracle’s scalable and cost-effective cloud solution. The embedded AI features further solidify Oracle’s leadership in AI integration within enterprise applications. Everest Group anticipates even deeper AI integration within OCA, fostering greater automation and providing intelligent tools for businesses to navigate the data-driven future. This seamless alignment with the AI revolution highlights Oracle’s commitment to taking charge of shaping the intelligent enterprise landscape. In this report, we assess the OCA services market, analyze deal trends, explore key enterprise demand trends including generative AI, provide key takeaways for enterprises, and discuss implications for providers. Scope All industries and geographies Interactions with leading IT service providers and client reference checks as part of Oracle Cloud Applications Services PEAK Matrix® Assessment Contents This report provides an overview of the Oracle Cloud Applications Services PEAK Matrix® Assessment 2023 and includes: OCA services market overview with market size split by geography, industry, product areas, and buyer size OCA service deal characteristics including typical spending across the value chain and deal trends analysis across key geographies and industries Key enterprise demand trends, including enterprise key transformation areas, buyer satisfaction across key OCA product areas, key buyer imperatives, generative AI strategies across key enterprise platforms, and AI transformation strategies for enterprises with real-world examples Implications for providers Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

Amid rapid digitalization and dynamic market landscapes powered by AI, enterprises worldwide are navigating the complexities of business transformation, with a strong emphasis on adopting AI, optimizing costs, and achieving rapid RoI. These enterprises seek cost-effective yet high-value solutions with strong domain contextualization, focusing on key investment themes such as process automation, data and analytics, low-code/no-code development, and Customer Experience (CX) transformation. In response to the changing market landscape, Pega has transformed from a workflow automation powerhouse to an AI-driven platform in recent years, integrating automation, decisioning, CX products, and low-code tools for hyper-agile digital journeys. As client expectations evolve and the Pega landscape continues to change, providers are redoubling their efforts and investing in scaling the certified talent pool, establishing innovation ecosystems, and enhancing their domain capabilities. These efforts complement the industry functionalities/frameworks offered by Pega across key verticals such as Banking, Financial Services, and Insurance (BFSI), Healthcare and Life Sciences (HLS), telecommunications, and the public sector. This compendium provides comprehensive and fact-based snapshots of 23 providers featured on the Pega Services PEAK Matrix® Assessment 2024 and categorizes them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The study will assist buyers in selecting the best-fit provider for their needs, while providers will be able to benchmark themselves against each other. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading providers, client reference checks, and an ongoing analysis of the Pega services market Contents This report features 23 Pega services provider profiles and includes: An overview of providers’ Pega services business and offerings – projects completed, resources used; and revenue split by services value chain, product segment, buyer size, industry, and geography An assessment of providers’ Pega services case studies, delivery capabilities, domain investments, and key solutions Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

Amid rapid digitalization and dynamic market landscapes powered by AI, enterprises worldwide are navigating the complexities of business transformation, placing a strong emphasis on adopting AI, optimizing costs, and achieving rapid RoI. These enterprises seek cost-effective yet high-value solutions with strong domain contextualization, focusing on key investment themes such as process automation, data and analytics, low-code/no-code development, and CX transformation. In response to the changing market landscape, Pega has transformed from a workflow automation powerhouse to an AI-driven platform in recent years, integrating automation, decisioning, CX products, and low-code tools for hyper-agile digital journeys. As client expectations evolve and the Pega landscape continues to change, providers are redoubling their efforts and investing in scaling the certified talent pool, establishing innovation ecosystems, and enhancing their domain capabilities. These efforts complement the industry functionalities/frameworks offered by Pega across key verticals such as Banking, Financial Services, and Insurance (BFSI), Healthcare and Life Sciences (HLS), telecommunications, and the public sector. In this report, we assess 23 providers featured on the Pega Services PEAK Matrix® Assessment 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile offers a comprehensive picture of the provider’s focus areas, key Intellectual Property (IP) / solutions, and domain investments. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading providers, client reference checks, and an ongoing analysis of the Pega services market Contents This report features detailed assessments, including strengths and limitations, of 25 providers that focus on Pega services. Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

As the technology landscape continues to evolve, the pressure on enterprises to transform and maintain a competitive edge has intensified. Transformation has emerged as a key focus area for enterprises, facilitating the development of new products and services, enhancing operational efficiency, and fostering transformative business models. While transformation is often perceived as disruptive, we advocate for an incremental approach, transforming in simpler ways with measured, single steps. This approach ensures a consistent commitment to transformation and yields compounded long-term benefits. Recognizing that enterprises aspire to transform without diverting focus from their core business and customers, many have embraced partner-led transformation facilitated by transformation hubs. In this viewpoint, we define transformation from an enterprise perspective, discuss the barriers to transformation, emphasize the importance of incremental transformation, and provide notable enterprise transformation examples. We also outline the reasons for enterprise adoption of partner-led transformation model, introduce transformation hubs and their vital role in spearheading transformation, and conclude with a comprehensive guide for enterprises to harness the potential of transformation hubs. Scope All industries and geographies Contents In this report, we: Define transformation from an enterprise perspective and discuss the barriers to transformation Examine the importance of incremental transformation for enterprises Outline the reasons driving enterprises to embrace the partner-led transformation model Introduce transformation hubs and discuss their vital role in spearheading transformation Offer a comprehensive guide for enterprises to harness the potential of transformation hubs Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management

As enterprises are placing greater emphasis on faster time-to-value, this has led to most enterprise platform vendors to launch their industry specific offerings in the market that comes with multiple standardized processes and out-of-the-box features. In this regard, Salesforce introduced its Industry Cloud product offerings and augmented industry-specific capabilities through the acquisition of Vlocity, back in 2020. With these offerings from Salesforce gaining maturity over the last three years, it has become a key enterprise consideration for their present and future Salesforce investments. At the same time, it has also become crucial for enterprises to develop a deeper understanding of Salesforce Industry Cloud product offerings, its key implications, and future growth prospectives to make the right investment decisions. In this research, we provide an overview of the Salesforce Industry Cloud market, typical deal characteristics, key enterprise demand trends, future of Industry Clouds, and implications for enterprises and service providers. Scope: All industries and geographies Interactions with leading IT service providers and client reference checks as part of Salesforce Industry Cloud Services PEAK Matrix® Assessment 2023 Continuous tracking of Salesforce services market and on-going conversations with key stakeholders from the enterprises and IT service providers Contents: This report provides an overview of the Salesforce Industry Cloud services market and examines: Salesforce Industry Cloud service market overview with market size split by geography, industry, and buyer size Salesforce Industry Cloud services deal characteristics including typical spend across the value chain; delivery footprint; and deal origination trends Key enterprise demand trends, including reference architecture of industry clouds, Salesforce Industry Cloud key drivers and limitations, future of industry clouds, and top service providers with greater focus on IPs across industries and their key focus areas Implications for enterprises and IT service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management

Small and midsize enterprises are increasingly adopting Microsoft Dynamics 365 to modernize their customer experience, finance, and operations. By implementing this solution, they gain end-to-end visibility across the supply chain while streamlining marketing and sales processes. On the other hand, large enterprises primarily adopt Microsoft Dynamics 365 to reinforce their core Enterprise Resource Planning (ERP) and Customer Experience (CX) systems. Microsoft Dynamics 365 has established its position by seamlessly integrating with Microsoft Office 365 apps and third-party applications. Its market traction has significantly increased due to its lower Total Cost of Ownership (TCO) compared to close competitors and faster time-to-market as a Software-as-a-Service (SaaS) solution. To facilitate the adoption of Microsoft Dynamics 365 across complex existing portfolios, providers are investing in talent development and building robust accelerators that assist enterprises in their digital transformation journeys. This compendium provides comprehensive and fact-based snapshots of 27 providers featured on the Microsoft Dynamics 365 Services PEAK Matrix® and categorizes them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile provides a comprehensive picture of the provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The study will assist buyers in selecting the best-fit provider for their needs, while providers will be able to benchmark themselves against each other. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process considering investments made until December 2022, interactions with leading Microsoft Dynamics 365 providers, client reference checks, and an ongoing analysis of the Microsoft Dynamics 365 services market Contents This report features 27 Microsoft Dynamics 365 services provider profiles, each of which includes: A detailed assessment of the provider’s strengths and limitations An overview of the provider’s Microsoft Dynamics 365 services business and offerings – projects completed, resources used; and revenue split by services value chain, product segment, buyer size, industry, and geography An assessment of the provider’s Microsoft Dynamics 365 services case studies, delivery capabilities, domain investments, and key solutions Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management