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  • State of the Market

    Dec. 27, 2024
    The impact sourcing ecosystem is rapidly expanding due to the growing interest in sustainable and socially responsible business practices. Enterprises and providers are increasingly incorporating diverse and underserved talent into their operations due to cost efficiency, access to specialized talent, and alignment with ESG and SDG objectives. Traditional providers dominate hiring volumes, while specialists see steady growth in revenue and headcount as they refine talent initiatives and partner with NGOs and educational institutions. Buyers recognize the dual value of cost benefits and corporate citizenship, advocating for more robust reporting and impact sourcing policies’ disclosure. In response, providers are investing in enhanced training programs, certifications, and technology upskilling, enabling impact workers to transition to more complex, higher-value roles. Despite generative AI’s disruptive potential concerns, agentic AI emerges as a promising tool to empower the impact workforce. Key market trends include the CXM industry’s increasing contribution to impact sourcing revenue, growing adoption of impact workers in MEA and APAC regions, and alignment with regulatory frameworks promoting fair labor practices. Governments support impact sourcing through incentives and regulations, while providers adopt inclusive hiring strategies and offer tailored employee support to complement workforce diversity and drive social impact. In this report, we explore macroeconomic drivers, buyer feedback, and generative AI’s influence on the impact sourcing space. Africa stands poised to lead the global impact sourcing growth, showing this approach’s transformative potential in fostering a purpose-driven and sustainable business landscape. The report aims to enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies in their organizations. Scope Broad industry with a focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional service providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing service providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Impact sourcing’s talent management practices across the hire-to-retire cycle Buyers’ take on impact sourcing Impact sourcing engagement case studies Technology’s role on the impact sourcing market and the future of impact sourcing programs Memberships This Market Report is available to All Memberships
  • State of the Market

    Aug. 13, 2024
    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
  • Viewpoint

    June 11, 2024
    Enterprises are recognizing the increased need of customer centricity, with reduced costs and improve efficiency. Banks and insurers are striving to customers’ expectations of personalized sales & marketing and service experience. These evolving needs coupled with conditions to reduce costs and optimize internal efficiencies have changed the paradigm for how enterprise business applications are envisioned and implemented. Enterprises are adopting Microsoft Business Applications to streamline operations, extract insights from unified data views, and improve customer engagement. With the expansion of the Microsoft Business Applications landscape, enterprises are migrating from tactical implementations to strategic transformation initiatives. Microsoft Business Applications have become integral to organizations’ digital transformation journeys to foster operational excellence, drive innovation, and promote data-driven decision-making. In this viewpoint, we assess enterprise characteristics using enterprise maturity models. The report analyzes the characteristics of top-performing enterprises that have realized value from Microsoft Business Applications, achieving high value across strategic, operational, and financial dimensions. The research also evaluates the key implications for Financial Services (FS) enterprises and recommends best practices to achieve best-in-class industry behaviors for technology adoption and value realization. Scope Industry: FS Geography: US Contents In this viewpoint, we cover: Microsoft Business Applications landscape in the financial services industry Enterprise Maturity Model for adoption of Microsoft Business Applications at scale Recommendations for enterprises to become best-in-class and create differentiated business value with Microsoft Business Applications Membership(s) Banking Information Technology Insurance Information Technology Enterprise Platform Services (EPS) Sourcing and Vendor Management
  • Thematic Report

    Feb. 23, 2024
    In today’s dynamic talent market, where competition is fierce, organizations must actively monitor key roles and skills, identifying both in-demand and emerging ones, allowing for strategic workforce planning. A higher demand may indicate more significant competition for talent or a higher probability of attrition in the near future. Thus, analyzing talent demand trends is vital for strategizing workforce requirements, predicting external competition, and understanding leading industries for talent acquisition. Everest Group’s half-yearly report offers insights into monthly IT services talent demand trends across India, highlighting top industries, roles, and skills based on H2 2023 demand. Leveraging data from our Talent Genius™ tool, the report provides a comprehensive analysis of the current talent market, empowering organizations to stay competitive, plan for future workforce needs, and make informed talent acquisition decisions. Scope Industry: IT services Geography: India Contents In this report, we analyze talent demand trends within the IT services sector in India on a national scale. Additionally, we provide detailed profiles of 15 major Tier-1 and Tier-2 cities, offering insights into talent demand trends, top industries, key roles, and essential skills in each location. Membership(s) This Market Report is available to All Memberships
  • Thematic Report

    Aug. 03, 2023
    The platform services market is evolving, with cloud-based, AI-powered, and data-driven solutions driving the change. This transformation has led to a growing demand for innovative and industry-specific offerings. However, enterprises are facing challenges in constructing a future-proof platform architecture and integrating solutions effectively. While service providers have successfully improved satisfaction levels for SMB enterprises through their expertise, customer satisfaction for large enterprises has been declining, particularly in talent management and innovative solution development. Over the past year, providers have seen a 5% drop in the percentage of satisfied customers as they struggle to meet enterprise expectations for tailored solutions. In this report, we examine enterprises’ satisfaction level of service providers, identifying their strengths and areas for improvement. The report also highlights the top five service providers that excel in platform areas and deliver superior value. The insights are based on over 120 unique interviews conducted globally with enterprises in 2022-23 as part of the enterprise platform services assessment. Scope All industries and geographies Advisory/Consulting services, implementation services, maintenance, and support services across cloud and on-premise deployment of enterprise platforms Enterprise platforms covered include Oracle Cloud, SAP Business Applications, and Microsoft Dynamics 365 Contents In this report, we examine: Providers’ satisfaction among enterprises Technology providers’ fulfillment of enterprise expectations Enterprise platform adoption mindset Enterprises’ satisfaction levels across key parameters Enterprise perceptions of individual service providers Top five service providers in Enterprise Resource Planning platform areas Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management
  • Provider Compendium

    July 26, 2023
    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
  • PEAK Matrix®

    June 14, 2023
    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. In this report, we assess 27 providers featured on the Microsoft Dynamics 365 Services PEAK Matrix® – and categorize 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. Scope: 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 All industries and geographies Contents: This report provides detailed assessments, including strengths and limitations, of 27 providers specializing in Microsoft Dynamics 365 services. Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management
  • Thematic Report

    Feb. 25, 2022
    As the world adapts to a new COVID-19-induced reality, enterprises globally are accelerating their digital transformation efforts with a focus on consolidating disparate technologies and a renewed push for process transformation vis-à-vis the lift-and-shift approach.  While service providers and product vendors emerged as enterprises’ strategic partners during the pandemic’s peak, they have not been able to match enterprise expectations in terms of consulting and advisory services. The proportion of satisfied customers decreased by 15% over 2020-21, as opposed to a 27% increase in satisfaction levels over 2019-20. Enterprises feel that providers need to evolve their positioning from being implementation specialists to becoming transformation partners and help transform their processes and unlock future potential. This report is based on insights from 150+ structured interviews with enterprises referenced by the 35 global service providers assessed in this report. The study summarizes enterprise views on the capabilities of various enterprise platforms and the expectations from product vendors as enterprises look to scale up their investments. The report also lays out enterprises’ quantitative and qualitative inputs on their providers, their strengths, and limitations. Scope Advisory/consulting services, implementation services, maintenance, and support services across cloud and on-premise deployment of enterprise platforms  Enterprise platforms covered include Oracle Cloud ERP, SAP S/4 HANA, Pega, Dynamics 365, ServiceNow, and Salesforce Industry: market activity and investments of leading service providers and tech vendors across industries Geography: global Contents This report examines: Enterprise satisfaction with platforms Enterprise expectations from technology vendors Enterprise satisfaction with providers Enterprises’ satisfaction levels across platforms Enterprise perceptions of individual service providers Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management
  • State of the Market

    Nov. 24, 2021
    Enterprises, especially small and midsized, are adopting Microsoft Dynamics 365 to modernize customer experience and finance and operations, enable end-to-end visibility across the supply chain, and streamline marketing and sales. Large enterprises adopt Microsoft Dynamics 365 to buttress their core Enterprise Resource Planning (ERP) and Customer Experience (CX). Microsoft has strengthened its offerings and presence by closely integrating Dynamics 365 with Microsoft Office, Outlook, and Teams. To expedite Microsoft Dynamics 365 adoption, service providers are investing in skilling talent and building robust accelerators to help enterprises in their digital transformation journeys. In this research, we provide an overview of the Microsoft Dynamics 365 market, demand themes driving the market, typical deal characteristics, enterprise challenges and best practices, top case studies, and implications for enterprises & service providers. The assessment is based on Everest Group’s annual RFI process, interactions with leading enterprises and Microsoft Dynamics 365 service providers, and ongoing coverage of the Microsoft Dynamics 365 market. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process considering investments made until March 2021, interactions with leading Microsoft Dynamics 365 service providers, client reference checks, and an ongoing analysis of the Microsoft Dynamics 365 services market Contents This report provides an overview of the Microsoft Dynamics 365 market and studies: Enterprise trends, key enterprise benefits, and top case studies in Microsoft Dynamics 365 market Best practices for enterprises and implications for service providers Microsoft Dynamics 365 services market overview and deal characteristics, including market size and growth, adoption trends by geography and industry, typical spend across the value chain, and pricing models for a typical Microsoft Dynamics 365 engagement Membership(s) Enterprise Platform Services (EPS) Sourcing and Vendor Management
  • Provider Compendium

    Sep. 17, 2021
    Enterprises, especially small and midsized, are adopting Microsoft Dynamics 365 to modernize customer experience and finance & operations, enable end-to-end visibility across the supply chain, and streamline marketing & sales. Large enterprises adopt Microsoft Dynamics 365 to buttress their core Enterprise Resource Planning (ERP) and Customer Experience (CX). Microsoft has strengthened its offerings and presence by closely integrating Dynamics 365 with Microsoft Office, Outlook, and Teams. To expedite Microsoft Dynamics 365 adoption, service providers are investing in skilling talent and building robust accelerators to help enterprises in their digital transformation journeys. In this research, we present detailed assessments of 18 IT service providers featured on Everest Group’s Microsoft Dynamics 365 Services PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile provides a comprehensive picture of the service provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The study will assist buyers in selecting the best-fit provider according to their needs, while service providers will be able to benchmark themselves against competitors in the space. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process considering investments made until March 2021, interactions with leading Microsoft Dynamics 365 service providers, client reference checks, and an ongoing analysis of the Microsoft Dynamics 365 services market Contents This report features 18 Microsoft Dynamics 365 service provider profiles, each of which includes: A detailed assessment of the service provider’s strengths and limitations An overview of the provider’s Microsoft Dynamics 365 services business and offerings – partnership status with Microsoft; projects completed; number of experts; revenue split across the services value chain; and details of projects by product, 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