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  • Viewpoint

    May 23, 2025
    Despite the global economic downturn, enterprises continue to embrace AI, with generative AI demonstrating strong workplace transformation potential. Segments such as service desks and unified communication and collaboration have significantly advanced, leading to enterprises achieving notable IT and business benefits through its adoption. This report examines generative AI adoption’s current landscape across various workplace segments, its impact on both enterprise needs and employee challenges, and the anticipated transformations within these areas. We further address pilot fatigue associated with generative AI implementation and outline key success factors for effective deployment. In conclusion, we emphasize workplace leadership’s key role in this transformation, offering insights on how leaders can actively engage in decision-making and advocate the cause of employee experience with respect to generative AI initiatives to optimize its advantages within the workplace. Scope Industry: All industries and geographies Contents In this report, In this report, we explore: Generative AI adoption’s current level and its future transformation Key enterprise considerations Key success factors for generative AI adoption Key considerations for workplace leadership in the future
  • PEAK Matrix®

    May 14, 2025
    As enterprises embrace hybrid work models and adapt to the evolving needs of a multi-generational workforce, reimagining digital workplace strategies has become essential. With widespread global adoption, Microsoft’s modern work solutions, such as, Microsoft Teams and other Microsoft 365 applications, have become foundational to this shift, helping organizations enhance collaboration, productivity, and employee experience. The Microsoft modern work ecosystem has emerged as the default offering for many enterprises, supported by providers delivering deep consulting, development, deployment, and managed services. While the adoption remains strong, current economic headwinds and shifting enterprise priorities are driving a heightened focus on cost efficiency. In response, providers are strengthening their strategic partnerships with Microsoft, co-developing industry-specific offerings, and delivering future-ready architectures. In this report, we evaluate 20 providers featured on the Microsoft Modern Work PEAK Matrix® Assessment 2025, highlighting their respective strengths and limitations. The study will enable buyers to identify the best-fit provider based on their sourcing considerations, while also enabling providers to benchmark their performance against each other. Scope All industries Geography: global This assessment is based on Everest Group’s annual RFI process conducted over Q4 2024 and Q1 2025, interactions with leading Microsoft modern work providers, and an ongoing analysis of the Microsoft modern work services market Contents In this report, we examine 20 Microsoft Modern Work providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises
  • Webinar

    March 19, 2025
    Watch Everest Group experts Yugal Joshi, Partner, Alisha Mittal, Vice President, Mukesh Ranjan, Vice President, and Akshat Vaid, Partner, for an exciting webinar that will redefine how you view the future of the engineering and IT technology space. Get ready for a deep dive into the transformative trends due to shape engineering and IT services in 2025. From the unstoppable rise of AI to breakthrough innovations on the horizon, our panel will deliver powerful insights into what’s next for the industry and how you can take advantage of this pivotal moment. Expect engaging discussions, bold predictions, and data-driven insights designed to empower enterprises and service providers to navigate this key era. This is your chance to learn how to leverage technology trends, outpace the competition, and thrive in a rapidly evolving landscape. Don’t miss this high-impact session—your roadmap to 2025 starts here. What questions did the webinar answer? As a services provider, which areas should you invest in during 2025 for strategic growth? As an enterprise, what should you look for in outsourcing partners in 2025?
  • Thematic Report

    Feb. 06, 2025
    Despite global economic challenges, political shifts, and increased returns scrutiny in 2024, enterprises remain optimistic. They focus on value creation and enhancing employee experience through workplace transformations. These transformations include generative AI, copilots, collaborative cloud tools, and agentic AI. As enterprises seek to stay competitive, they increasingly partner with providers to guide them in adopting and evolving these new technologies. This shift has led to heightened expectations, with enterprises demanding more from their providers and seeking strategic partnerships with innovation. In response, providers are exploring new ways to meet these evolving demands across industries. While several have found the right mix to meet client management and introduce innovative commercial models, challenges remain around ensuring consistent innovation, delivering added value, and maintaining resources’ technical expertise. In this report, we examine enterprise satisfaction levels with their providers. The report explores reasons for dissatisfaction and outlines enterprises’ future priorities. It also identifies the top five digital workplace service providers delivering superior value across North America and Europe. Scope Geography: North America and Europe Inclusion criteria for rankings: primary inputs gathered through buyer references, case studies, and RFI documents for Digital Workplace PEAK Matrix® Assessment 2024 Contents In this report, we: Offer a summary of enterprises’ views on providers’ capabilities Assess enterprise satisfaction levels regarding their digital workplace service providers Analyze enterprises’ future priorities in the digital workplace, detailing solutions, or technologies that enterprises plan to invest in Evaluate the top five digital workplace service providers delivering superior value across North America and Europe Membership(s) Digital Workplace Sourcing and Vendor Management
  • Provider Compendium

    Dec. 12, 2024
    After a period of substantial growth, the digital workplace market has slowed, primarily due to global macroeconomic challenges. These conditions have prompted organizations to focus on maximizing the value of their prior investments. However, investment trends are expected to resurge in the next few years, characterized by a strategic blend of cost optimization and transformative initiatives. Generative AI is at the forefront of this shift, fueling organizational change and innovation. Mid-market digital workplace customers share priorities with larger enterprises but approach them differently. While large organizations can develop complex, highly customized solutions, most SMBs focus on cost efficiency and prefer staggered investments through shorter, more agile engagements. In response to these distinct demands and the evolving workplace landscape, service providers are increasingly investing in different initiatives and building unique offerings and IP assets to support mid-market clients in their digital workplace transformation. This report combines information from interactions with 21 digital workplace service providers and Everest Group's proprietary intellectual property to create precise, fact-driven profiles. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, digital workplace offerings, innovations and investments, partner network, and strengths and limitations. Scope Industry: digital workplace services Geography: global Contents This report includes: 21 digital workplace services providers’ profiles Digital workplace services vision with revenue details Proprietary solutions for digital workplace services Recent innovations, investments, and mergers and acquisitions made in the digital workplace services space Digital workplace services partnerships with various business organizations Membership(s) Digital Workplace Sourcing and Vendor Management
  • Thematic Report

    Nov. 06, 2024
    As enterprises adopt hybrid work across a multi-generational workforce, each with unique needs and priorities, they are redefining their workplace strategies to align with the future of work. In this evolution, Microsoft’s Modern Work offerings such as Teams and other Office 365 applications have instrumental in revolutionizing enterprise communication and collaboration tools, thereby enhancing employee engagement and productivity. Further, in their quest for providers who can deliver effective Modern Work solutions and navigate the pillars of Employee Experience (EX), productivity, and cost optimization, enterprises are increasingly recognizing the value of Microsoft Modern Work specialist service providers This report explores the scope of Microsoft Modern Work and highlights how specialist service providers in this space are carving out their niche by expanding capabilities, adjusting strategies, and offering expertise across key segments: collaboration and productivity, desktop and virtualization management, converged communications, enterprise mobility, and employee enablement. Scope All industries and geographies Contents In this report, we study: The digital workplace evolution and provider landscape Key benefits of engaging with Microsoft Modern Work specialists service providers The top 10 specialist service providers in each segment of Microsoft Modern Work services Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
  • PEAK Matrix®

    Oct. 15, 2024
    The digital workplace is at a pivotal juncture, entering a phase of value-centric transformation. Economic slowdowns have intensified scrutiny on enterprise spending, driving a focus on cost-effective, value-driven approaches. This phase offers providers a unique opportunity to stand out with innovative and distinctive solutions. Mid-market digital workplace customers share similar priorities with larger enterprises but approach them differently. While large organizations have the resources to develop complex, highly customized solutions, most mid-market enterprises focus on cost efficiency and prefer staggered investments through shorter, more agile engagements. Providers are responding by increasingly investing in different initiatives and building unique offerings and IP assets to support mid-market clients' digital workplace transformation. In this report, we assess 21 digital workplace service providers featured on the Digital Workplace Services PEAK Matrix® Mid-market Enterprises and highlight each provider's strengths and limitations. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process conducted over Q2 and Q3 2024, interactions with leading digital workplace services providers, and an ongoing analysis of the digital workplace services marketplace for mid-market enterprises Contents In this report, we examine 21 digital workplace services providers’ profiles and include: An assessment of their market impact and vision and capabilities Their key strengths and limitations Sourcing considerations for enterprises Membership(s) Digital Workplace Sourcing and Vendor Management
  • Webinar

    Oct. 08, 2024
    For many enterprises, the previously cautious investment environment of 2024, caused by economic pressures, recessionary sentiments, and geopolitical uncertainties, is now shifting towards a more aggressive and strategic focus for 2025. Digital workplace transformation initiatives, spearheaded by innovations such as generative AI, Copilots, and the metaverse, are poised for a rapid uptake by service buyers. The ongoing demonstrations of these technologies’ industry-specific advantages, clearer proof of ROI, improved regulations and compliance, and successful scalability and integration, as well as the deployment of pent-up investment funds, are the key drivers for this change. Bolstered by industry expertise and deep analyst insights, this thorough webinar hosted by Yugal Joshi, Partner, Prabhneet Kaur, Senior Analyst, and Udit Singh, Vice President, deep-dived into how this focus shift will drive substantial investments in the digital workplace. Covering key themes, such as generative AI, Copilots, employee experience, and the metaverse, our Everest Group experts outlined the strategies needed to capitalize on this new momentum. Viewers gained actionable insights for upcoming investment opportunities, learning how to navigate challenges and increase competitiveness using the latest Everest Group research. Digital workplace service buyers and providers gained useful knowledge on how to craft effective digital workplace investment strategies for 2025. What questions did the webinar answer for the participants? What factors will drive investments in digital workplace transformations in 2025? What should the enterprise strategy be for deriving maximum benefit from Copilots? How can organizations effectively enable employees in adopting generative AI and its use cases? How can you maintain a holistic employee experience amid ongoing disruptions?
  • PriceBook

    Sep. 20, 2024
    Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H1 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact Total Cost of Ownership (TCO) Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT Applications, IT Infrastructure, Finance and Accounting, Contact Center, and Business Consulting. It also includes drivers that impact the pricing of ITO and BPO services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us
  • Provider Compendium

    Sep. 20, 2024
    After a period of significant growth, the global services market has witnessed a slowdown due to prevalent macroeconomic challenges, however, the growth of the digital workplace market remains promising, driven by new enterprise investments focused on cost optimization and gen AI-powered transformations. With the North American market facing the brunt of global macroeconomic conditions, enterprises have scrutinized their spend with a heightened focus on value-driven outcomes throughout their workplace transformation journey. Moreover, providers are strengthening themselves by focusing on industry-specific workplace solutions, gen AI-led innovations, and product-driven approaches. In Europe, enterprises continue to exhibit cautious optimism, as evidenced by their strategic investments in digital workplaces with a key focus on enhancing employee experience, sustainability, and governance. Additionally, providers are differentiating their offerings through innovation and by maintaining an ideal balance between global and local service delivery mix to align with cultural nuances, increased regulatory and compliance requirements, and dynamic sustainability mandates. In this report, we assess 31 digital workplace services providers featured on the Digital Workplace Services PEAK Matrix® – North America and Europe. Each profile offers a comprehensive picture of the provider’s vision and strategy, scope of services offered, digital workplace offerings, innovation and investments, partner network, and strengths and limitations. Scope Industry: digital workplace services Geographies: North America and Europe Contents This report includes: 31 digital workplace services providers’ profiles Digital workplace services vision with revenue details for North America and Europe Proprietary solutions for digital workplace services Recent innovations, investments, and mergers and acquisitions made in the digital workplace services space Digital workplace services partnerships with various business organizations Memberships Digital Workplace Sourcing and Vendor Management