This Virtual Roundtable Discussion Summary is available for everyone. If you require more information or have questions, please contact us Everest Group regularly organizes virtual sessions in which senior executives across enterprises share their experiences and opinions with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. By identifying previously untapped talent pools that can provide leverage in various roles across the outsourcing industry, impact sourcing can create both inward (business) and outward (social) impact for enterprises. In this virtual roundtable, Everest Group experts and Sustainability Fellows spearheaded a discussion on strategically implementing an impact sourcing program into your business strategy, the required infrastructure, work policies, and most importantly, an effective partnership ecosystem. Collaborating with your peers, we explored the essential components required to create meaningful and deliberate impact within both the business and the broader community.

This Virtual Roundtable Discussion Summary is available only to Outsourcing Excellence members. For information on membership, please contact us Everest Group regularly organizes virtual sessions in which senior executives across enterprises share their experiences and opinions with colleagues in other organizations on hot industry topics or particularly challenging issues of the day.. In this virtual roundtable, Everest Group experts and participants deliberated on how to drive meaningful impact in their spend through digitalization and modern sourcing practices. The attendees discussed best practices to effectively measure the impact of sourcing strategies through technology and methods for aligning this impact with their organization’s broader objectives. IParticipants left the roundtable with actionable insights and strategies that can be immediately implemented to enhance their sourcing practices, leveraging cutting-edge technology and process optimization methodologies to drive impactful and sustainable results. In this virtual roundtable, participants discussed: Best practices and proven methodologies to effectively improve the impact of sourcing strategies Strategies across talent and process optimization for aligning sourcing practices with broader business objectives Cutting-edge technology trends that are reshaping sourcing strategies

Talent Genius is an interactive, on-demand, AI-powered location and talent insights platform purpose-built for global IT and Business Process Service organizations. Learn more about Talent Genius

This Virtual Roundtable Discussion Summary is available only to GBS/ Shared Services members. For information on membership, please contact us Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to share experiences and network with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. In this virtual roundtable, Everest Group Vice Presidents Sakshi Garg and Nitish Mittal and Practice Director Bharath M, and our participants discussed how COVID-19 has led to changes in the outsourcing and insourcing of IT and business process services in the retail and CPG industry.

This Virtual Roundtable Discussion Summary is available only to Strategic Outsourcing & Vendor Management members. For information on membership, please contact us. Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to share experiences and network with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. In this virtual roundtable, Everest Group Vice Presidents Amy Fong and Sakshi Garg shared our perspectives on managing risk in services sourcing, including decisions to make when planning for the future, some thoughts around risk monitoring and mitigation planning, and a holistic approach to managing risks in outsourcing service provider relationships. The bulk of the session was spent discussing these topics; the key points for the discussion are included in this deck.

Everest Group’s Next Wave Location Profiles provide crisp, yet insightful assessment of emerging / “Next-wave” countries or cities for services delivery. These reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding global sourcing opportunities in “Next-wave” locations. This report on Guangzhou offers perspectives on key dimensions that impact its relative attractiveness, including: Key drivers, challenges and untapped opportunities for global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (e.g., macroeconomic, geopolitical, infrastructure, safety and security, legal and regulatory) Next Wave Location Profiles, along with other reports in Everest Group’s Locations Insider™ membership, make up the industry’s most comprehensive resource on location trends and perspectives. Membership to the Locations Insider™ provides up-to-date and actionable insights to base companies’ location decisions and strategy. Membership(s) Locations Insider™

Many North America-based enterprises and service providers acknowledge and appreciate the strengths of Latin American service delivery, but also consider the challenges around geopolitical and macroeconomic risk as well as talent constraints for next generation skills. On November 14, Everest Group hosted an insightful one-hour webinar where panelists shared their practical experiences of balancing these risks with the rewards of service delivery from LATAM. They addressed the following questions: How do different delivery locations in the region stack up against each other and globally? What are the key factors impacting global sourcing in LATAM? What has been the experience of global firms in supporting service delivery? Does it vary by global vs. regional work? What are the key perceived risks in LATAM? Which of these perceived risks translate into higher risks for global service delivery? What is the expected role of LATAM for both mature adopters and new entrants? Which types of digital services can be best supported from Latin America? Membership(s) Market Vista

Everest Group’s Next Wave Location Profiles provide crisp, yet insightful assessment of emerging / “Next-wave” countries or cities for services delivery. These reports help global sourcing practitioners or location strategy professionals stay ahead of competition in understanding global sourcing opportunities in “Next-wave” locations. This report on Pune offers perspectives on key dimensions that impact its relative attractiveness, including: Key drivers, challenges and untapped opportunities for global sourcing industry Talent and skills availability (at both entry and experienced levels) Depth and maturity across functions Financial attractiveness (including wage inflation and attrition) Delivery presence of enterprises and service providers Key languages supported Key environment risks (e.g., macroeconomic, geopolitical, infrastructure, safety and security, legal and regulatory) Next Wave Location Profiles, along with other reports in Everest Group’s Locations Insider Membership, make up the industry’s most comprehensive resource on location trends and perspectives. Membership to the Locations Insider provides up-to-date and actionable insights to base companies’ location decisions and strategy. Membership(s) Locations Insider™

The global healthcare industry is undergoing a transformation as more people gain access to healthcare. This trend is supplemented by the fact that as more and more people achieve economic prosperity, their spending on healthcare is increasing. The global trend is especially visible in the United States, where we are seeing a dramatic shift taking place in the healthcare industry. This paper highlights the talent-related concerns of the healthcare industry in the United States, the reasons behind those concerns, and how healthcare providers can leverage external help to resolve them. Membership(s) Managed Service Provider Recruitment Process Outsourcing

Contact Center Outsourcing (CCO) Market for the Healthcare Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2016Short description: This report provides insights into the global Contact Center Outsourcing (CCO) market for the healthcare industry. The analysis includes market size & growth (up to 2016), buyer adoption & scope trends, service provider landscape, service provider positioning on the Everest Group PEAK Matrix, and Everest Group’s remarks on service providers highlighting their key strengths and development areas.Detailed description: IntroductionThe healthcare Contact Center Outsourcing (CCO) market continued its growth trajectory at 8-10% in 2015-2016, above the market rate of the global CCO market, to reach an overall size of US$7.0-7.5 billion. Over the last two years, consumerism has increased within the healthcare industry, which has given rise to the need for year-round healthcare support. This is expected to be a core driver of future growth in the global healthcare CCO market. The CCO service providers are also looking at diversifying their buyer portfolios of healthcare CCO clients. To this, they have added more pharmaceuticals and life sciences players. These new clients are looking to leverage the expertise of CCO service providers to enhance their customer service quality. Service providers recognize this growth opportunity and are building relevant delivery capabilities to ensure long term success, rather than limiting themselves to short term gainsIn this research, we analyze the healthcare CCO market across the following dimensions:• Market overview and buyer adoption trends• Service provider landscape• Healthcare CCO PEAK Matrix 2017• Key insights on the PEAK Matrix dimensionsScope of analysis• More than 2,500 CCO deals signed as of December 2013• Global coverage across all major languages, geographies, channels, and industries• Coverage across 13 CCO service providers including Aegis, Alorica, Concentrix, Conduent, Conduit Global, Convergys, Dell, HGS, iQor, Sutherland Global Services, Teleperformance, TeleTech, and WiproContentThis report provides an overview of the CCO market for the healthcare industry. It provides insights into market size & growth, buyer adoption & scope trends, service provider landscape, service provider positioning on the Everest Group PEAK Matrix, and an assessment of the service provider delivery capabilities.Some of the findings in this report are:• The global healthcare CCO market currently stands at US$7.0-7.5 billion in revenue, and it grew at 8-10% CAGR in the last 12-18 months• Healthcare payers contribute to the highest volumes and revenue in the industry, however new growth is being driven by other segments in the market such as pharmaceuticals, healthcare providers, and medical devices• Voice remains the most preferred channel for healthcare CCO, driven by demographics constituting older generation consumers and the urgency of information involved while seeking healthcare support• CCO service providers for the healthcare industry can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players• Everest Group’s PEAK Matrix categorizes CCO service providers for healthcare into Leaders, Major Contenders, and Aspirants based on their market success and overall MSP delivery capability• Based on Everest Group’s 2017 CCO PEAK Matrix for healthcare, the 13 established service providers evaluated are segmented into three categories:o Leaders: Alorica, Conduent, and Teleperformanceo Major Contenders: Concentrix, Convergys, Dell, HGS, iQor, Sutherland Global Services, TeleTech, and Wipro o Aspirants: Aegis and Conduit Global• The PEAK Matrix Leaders, Major Contenders, and Aspirants were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology, and delivery footprint