Enterprises face challenges in generating optimum Return on Investment (RoI) from their technology investments due to difficulty in onboarding or training users, poor adoption rates, and sub-par user experiences. Digital Adoption Platforms (DAPs) can help overcome these challenges. However, as organizations undertake DAP deployments, it is essential for them to understand the various contours of the solution and service provider capabilities. Everest Group surveyed 90+ DAP executives from multiple organizations, across buyer sizes and geographies, to understand the different dimensions that enterprises consider when partnering with DAP vendors. In particular, we examine the relevance/importance of product capabilities and the benefits achieved through DAP implementation. Buyers can leverage this research to assess how their peers rate various capabilities, the functionalities to look for when choosing a DAP, and how DAP can help achieve their business objectives. Scope Area: DAP All geographies and industries Contents This viewpoint shares the findings of a survey-based research project that Everest Group undertook to understand DAP capabilities that buyers value the most and the RoI they have derived from their DAP investments. We share: An overview of our research methodology A deeper understanding of organizations’ DAP objectives Top DAP capabilities Variations in DAP benefits based on organization size and DAP implementation stage Buyers’ satisfaction levels and returns achieved based on the number of DAP deployments Membership(s) Human Resources Sourcing and Vendor Management

Since the onset of the pandemic, many companies have hopped on to the digital transformation bandwagon to address pandemic-related challenges and sustain their operations. This has further reinforced the role of Digital Adoption Platforms (DAPs) in improving customer and user experience. Additionally, organizations are looking for solutions that can help them maximize the benefits from these investments by reducing the time that it takes users to adopt the applications. To address the need, providers are enhancing their DAP capabilities and global outreach to better serve clients. Technologies used in DAPs are evolving, with additions such as user behavior analytics without walkthroughs, integrated chatbots, content management and aggregation systems, and enhanced content editing options. This study provides an extensive coverage of the 2021 DAP market and analyzes it across dimensions such as market overview, buyer objectives, key investment themes, and evolving solution characteristics. Scope All industries and geographies Contents This report analyzes the DAP market across the following dimensions: DAP market size and adoption trends DAP solution characteristics Buyer feedback, challenges, and best practices Key investment themes DAP vendor landscape Outlook for 2021-22 Membership(s) Human Resources Service Optimization Technologies (SOT) Sourcing and Vendor Management

Digital Adoption Platform (DAP) – Technology Vendor Profile Compendium 2022 is a companion to Everest Group’s recently published Digital Adoption Platform (DAP) Products PEAK Matrix® Assessment with Technology Vendor Landscape 2021 report. The compendium provides comprehensive and fact-based snapshots of 18 DAP vendors. Each profile provides an overview of the technology vendor, its products, key clients and partnerships, and client portfolio across geographies, industries, and buyer sizes, along with product capabilities and key developments. In addition, each profile includes the technology vendor’s positioning on the Everest Group PEAK Matrix® and offers a robust analysis of its capabilities. The compendium will enable technology vendors to benchmark their strengths and limitations against their competitors and assist buyers and potential buyers of DAP in assessing the vendors on their desired set of capabilities. Scope Coverage across all industries, geographies, end-user focus areas (employee vs. customer), and platforms (browser, native mobile, desktops) Contents Each technology vendor profile includes the following details: Company overview Recent investments and announcements Market adoption and capability overview Client portfolio mix Partnerships Product overview Product features and functionalities, and key enhancements Measure of capabilities across PEAK Matrix® dimensions Key strengths and limitations Membership(s) Human Resources Service Optimization Technologies (SOT) Sourcing and Vendor Management

In recent years, HR service providers have been increasing their process efficiencies through robust and technologically advanced solutions to better address newer HR concerns. The COVID-19 pandemic has made enterprises realize the importance of outsourcing their HR functions to ensure business continuity and drive the organization’s growth. During the early months of 2020, the HR function played a crucial role in managing the COVID-19 response in terms of keeping the workforce engaged, productive, and resilient, and, slowly, the crisis has paved the way for HR Outsourcing (HRO) 4.0 – the next generation of the HR function. Scope Function: HR outsourcing All geographies and industries Contents In this research, we deep dive into the primary levers of HRO transformation and examine their impact on the industry. We explore the key value propositions, enabling levers, and implications of HRO 4.0. Membership(s) Human Resources Sourcing and Vendor Management

Digital Adoption Platforms (DAPs) play a pivotal role in enabling digital transformation for organizations globally. The year 2020 was eventful for the DAP market as enterprises faced unprecedented pressure to undergo rapid changes in the digital technology leveraged to tackle the pandemic and maintain business continuity. They realized the need to focus on customer and user experience and used DAPs to achieve business goals such as boosting employee efficiency, reducing support tickets and costs, improving customer satisfaction scores, increasing trial conversion, and minimizing customer churn. On the supply side, DAP vendors have been investing heavily in enhancing their product capabilities and global reach to better serve their clients. The technologies used in DAPs are evolving, with offerings such as user behavior analytics without deploying walkthroughs, integrated chatbots, content management and aggregation systems, and enhanced content editing options. In this report, we evaluate 18 DAP technology vendors in terms of their DAP products, vision & capability, and market impact and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants. The research will help buyers select the right-fit technology vendor for their needs, while technology vendors will be able to benchmark themselves against each other. Scope All industries and geographies Contents This PEAK Matrix® report covers the following topics: Everest Group’s PEAK Matrix® evaluation of DAP technology vendors and their categorization into Leaders, Major Contenders, and Aspirants Competitive landscape of the DAP technology vendor market Key enterprise sourcing considerations (strengths and limitations) for each of the 18 technology vendors evaluated Membership(s) HR Services and Technology Service Optimization Technologies (SOT) Sourcing and Vendor Management

The Rewards and Recognition (R&R) Solution Provider Profile Compendium is a companion to Everest Group’s recently published report, Rewards and Recognition (R&R) Solutions PEAK Matrix® Assessment with Service Provider Landscape 2021. The compendium provides comprehensive and fact-based snapshots of 24 R&R providers. Each profile provides an overview of the provider and solutions, key clients and partnerships, and client portfolio across geographies, industries, and buyer size, along with process coverage and key developments. In addition, each profile provides the provider’s positioning on the Everest Group PEAK Matrix® and offers an analysis of its capabilities. The compendium will enable R&R providers to benchmark their capabilities against their competitors and assist buyers and potential buyers of R&R solutions in assessing the providers on their desired set of capabilities. Scope All industries and geographies Contents Each technology vendor profile includes the following details: Company overview Recent investments and announcements Market adoption and capability overview Client portfolio mix Partnerships Solution capability and key enhancements Process coverage Key strengths and limitations Membership(s) Human Resources Sourcing and Vendor Management

The Rewards and Recognition (R&R) market grew by 9-11% during 2019-20, with a dip of about 4 percentage points compared to 2018-19 due to the COVID-19 pandemic. Though the demand for R&R solutions remained strong in North America, with Latin America (LATAM) and the UK also exhibited robust growth, slower decision-making cycles and budgetary constraints were two primary reasons for this deceleration. However, we expect the market to continue growing over the next two to three years, crossing the US$3 billion mark by 2022. Some of the key means that providers are using to differentiate themselves include: offering expanded feature sets including Diversity, Equity, and Inclusion (DE&I)-focused capabilities, providing interactive and personalized UI/UX, enhancing integration capabilities, and investing in innovative technologies leveraging automation and analytics. This research provides comprehensive coverage of the 2020 R&R market and analyzes it across various dimensions, such as buyer objectives, market overview, evolving solution characteristics, and solution provider landscape. Scope All geographies and industries We have analyzed the following solution providers as part of this report: Achievers, Awardco, BI Worldwide, CSI Stars, Engage2Excel, Fond, GOintegro, HALO Recognition, Inspirus (a Sodexo Group company), ITA Group, Kudos, Madison PG, Maritz Motivation, MTM Recognition, O.C. Tanner, Perkbox, Reward Gateway, Terryberry, Vantage Circle, Workhuman, WorkProud, WorkStride, Xexec, and Xoxoday Contents In this research, we analyze the R&R market across the following dimensions: COVID-19 and its implications Market size and growth Buyer adoption trends R&R solution characteristics Solution provider landscape Outlook for 2021 Membership(s) Human Resources Sourcing and Vendor Management Rewards & Recognition

The year 2020 was eventful for the Rewards and Recognition (R&R) industry, as the pandemic emphasized the importance of R&R solutions to maintain employee engagement and motivation, coupled with overall well-being and development. Notably, while the pandemic impacted the rewards budget and related decision-making process, it also drove the demand for robust and technology-enabled employee experience solutions. In this research, we present detailed assessments of 24 R&R providers featured on the R&R Solutions PEAK Matrix® 2021. Each assessment provides a comprehensive picture of the provider’s market success, portfolio mix, value delivered and buyer feedback, vision, technology and service capability, investments, and engagement and commercial model. The assessment is based on Everest Group’s annual RFI process for the calendar year 2020, interactions with leading R&R vendors, client references, and an ongoing analysis of the market. Scope All industries and geographies Vendors evaluated: Achievers, Awardco, BI Worldwide, CSI Stars, Engage2Excel, Fond, GOintegro, HALO Recognition, Inspirus (a Sodexo Group company), ITA Group, Kudos, Madison PG, Maritz Motivation, MTM Recognition, O.C. Tanner, Perkbox, Reward Gateway, Terryberry, Vantage Circle, Workhuman, WorkProud, WorkStride, Xexec, and Xoxoday Contents In this research, we analyze the R&R provider landscape and evaluate how the providers shape up in terms of their market impact and vision & capability. In particular, we focus on: The R&R Solutions PEAK Matrix® Competitive landscape of the R&R market in terms of market share, number of employees managed, and geographic presence Key enterprise sourcing considerations (strengths and limitations) that enterprises should be aware of for each of the 24 R&R providers Membership(s) Human Resources Sourcing and Vendor Management

Global/local expansion and the need to address talent shortage are the primary organizational drivers for outsourcing HR administration services. Organizations wanting to expand their presence into new markets for competitive advantage or those looking to gain access to a wider talent pool incur a substantial cost, coupled with risks and challenges in setting up a new entity in the selected geography and recruiting and onboarding employees. As enterprises look to navigate this amplifying administrative burden to address their growth aspirations, models beyond traditional HR outsourcing, such as Professional Employer Organization (PEO), Employer of Record (EOR), and staffing, are rapidly growing in prominence. In this study, we look at the various ways in which enterprises engage with third-party service providers beyond the traditional HR BPO model across permanent and temporary talent. Scope All industries and geographies Contents: In this research, we study the following topics: Prominent employment outsourcing models – PEO, EOR, and staffing Key adoption drivers, services offered, and vendor landscape for different employment outsourcing models Key enterprise considerations Future market outlook Membership(s) HR Services and Technology Sourcing and Vendor Management

Evolving into a digital-first business is becoming increasingly important for organizations to remain resilient and competitive. As enterprises move ahead on this journey, they face multiple challenges – in terms of adoption, communication, and support – to realize the desired outcomes. As enterprises realize the need for increased adoption of their applications, they look for solutions that can address these challenges. The Digital Adoption Platform (DAP) has emerged as a key solution in this regard, helping enterprises increase user adoption and realize downstream benefits as well. However, enterprises will face multiple challenges as they start to adopt DAP. Hence, it is vital to have a structured approach toward DAP, its applicability within the organization, and ways to scale it up. Using a five-step approach to adopt and expand DAPs, Everest Group’s Digital Adoption Platform Playbook taps into various frameworks, such as the Everest Group Pinnacle Model® and the Capability Maturity Model (CMM), to help enterprises conceptualize where they want to get with their DAP initiatives, create a business case for adoption, identify capabilities they need to develop to get there, and plot the path for their journeys. It also outlines a framework for enterprises to develop a business case for DAP adoption. The Playbook also highlights DAP market characteristics, challenges and best practices for the DAP journey, enterprise case studies, and future outlook. Scope All industries and geographies Contents This report deep dives into the following topics: Introduction to digital adoption What is a DAP and why is it important? DAP market size and trends The DAP journey Prioritization of applications and the framework for selecting DAP vendors Challenges and best practices Future outlook Membership(s) Human Resources Outsourcing (HRO) Service Optimization Technologies (SOT) Sourcing and Vendor Management