Showing 32 results
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Viewpoint
Strategic by Architecture, Transformative by Outcomes - Systems of Execution and the GCC Opportunity
Sep. 08, 2025GCCs are at an inflection point, having moved well beyond their traditional role as centers of cost efficiency and delivery excellence. They now possess strong adjacencies with business teams, deep domain and customer context, and are rapidly embracing emerging technologies. As AI capabilities, including generative and agentic AI, continue to evolve, enterprises are seeking to orchestrate automation and intelligence across functions to drive more scalable and responsive execution. GCCs have a unique opportunity to lean into the next wave of technology-led disruption. This report introduces the concept of Systems of Execution (SoE), which binds automation, intelligence, and orchestration into a cohesive execution layer focused on delivering tangible enterprise outcomes. By adopting an SoE mindset, GCCs can evolve from supporting functions to becoming enterprise-wide orchestrators of automation strategy and workflow transformation. The report outlines the need to move from point solutions to end-to-end orchestration, and from siloed operations to integrated, intelligence-driven decision-making. It provides actionable guidance on building architecture, defining human roles, and embedding autonomy at scale.
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Viewpoint
Foundation Models
Jan. 24, 2025AI is transforming today’s business world by personalizing customer experiences and optimizing complex operations. Among the advances driving this digital transformation, generative AI has garnered significant market attention by creating new content, solving business-specific challenges, and unlocking automation opportunities. However, the underlying technology enabling these breakthroughs – foundation models – is where the true revolution lies. These models’ broader capabilities and impact extend far beyond generative applications. Foundation models, such as BERT, GPT, and Stable Diffusion, are large-scale ML models trained on vast datasets to perform a wide range of tasks. They power chatbots, search engines, code-writing assistants, image generators, and medical research. Integrated into digital transformation’s core, foundation models help organizations efficiently address real-world challenges. However, developing and deploying these models demands significant resources and expertise, highlighting the need for organizations to understand their potential and related trends. This viewpoint examines foundation models as the fundamental building blocks of AI’s future, exploring their architecture, applications, and challenges. Organizations can use this report to understand foundation models, assess their trajectory, and strategically adopt them to drive innovation and gain a competitive edge. Scope All industries and geographies Contents In this report, we examine: Foundation models’ introduction and brief history Characteristics and types of foundation models Market overview and provider landscape The current state of the market and future outlook Membership(s) Artificial Intelligence (AI) Sourcing and Vendor Management
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Sep. 13, 2024As rising inflation, interest rates, uneven market demand, and increased capital and operational expenditures exert pressure and squeeze organizational margins, media and communications businesses are prioritizing optimizing costs. At the same time, Chief Information Officers (CIOs) must continue investing in innovation and growth to remain competitive in this dynamic environment. This dual responsibility has necessitated adopting a frugal transformation approach, focused on extracting maximum value from existing investments and driving efficiency across all operations. This report explores digital transformation’s shifting landscape in the media and communications industry, emphasizing the importance of strategic investment in innovation alongside rigorous cost optimization measures. It outlines actionable steps for CIOs to enhance their operational frameworks and achieve sustainable growth in an increasingly competitive market. Scope: Industry: media and communications industry Geography: global Contents: In this viewpoint, we delve into cost optimization and transformation in the media and communications industry, covering: Cost optimization’s importance and key cost drivers Strategies for maximizing current digital investments’ value The business case for frugal and perpetual transformation across foundational technology layers Memberships Engineering Research and Development Software Product Engineering Services
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Aug. 09, 2024Life sciences industry organizations seek innovative strategies to streamline operations, enhance efficiencies, and drive sustainable growth. Among these strategies, they prefer the Global Business Services (GBS) model as a transformative approach to revolutionize operations and manage processes. Over the past few years, the life sciences GBS market has grown significantly due to the increase in the in-house GBS centers worldwide. The GBS model’s growing adoption across the life sciences value chain, particularly for R&D and commercial operations, highlights the value that GBS entities provide. In this report, we examine the GBS model’s adoption in the life sciences industry, including growth trends, key drivers for increased adoption, and future implications for life sciences organizations. The report analyzes technology’s vital role in accelerating digital transformation and innovation within GBS centers. It offers valuable insights for life sciences GBS organizations, industry leaders, and stakeholders that aim to enhance their operational efficiencies, strategic values, and readiness for future challenges. By understanding the trends and drivers shaping the market, these organizations can improve the value chain and focus beyond cost savings. Scope Industry: life sciences GBS organizations Geography: global Contents In this report, we: Examine the life sciences GBS market landscape Assess the future outlook and implications for life sciences GBS organizations Membership(s) GBS/SS
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Viewpoint
Steering into the Wind: Future-proofing Your Talent Strategy for the Life Sciences Industry
July 03, 2024The life sciences industry is transforming rapidly, with increasing focus on personalized medicine, genetic engineering, and advances in biotechnology. This transformation necessitates the creation of cross-functional roles, combining traditional fields such as biology and chemistry with computer science and engineering. To address rising talent shortages, life sciences organizations are shifting toward skill-based hiring, collaborating with educational institutions, sourcing talent through non-traditional methods such as direct sourcing, creating impactful Employee Value Propositions (EVPs) to attract and retain top talent, and leveraging Managed Service Providers (MSPs) and Recruitment Process Outsourcing (RPO) providers to build a dynamic and flexible workforce. In this viewpoint, we explore strategies that life sciences organizations can adopt to future-proof their talent acquisition and management approaches to thrive in this dynamic landscape. Scope Industry: life sciences Geography: global Contents In this report, we explore: The life science industry’s evolving talent landscape Transforming talent needs Emerging challenges and key trends in acquiring and managing talent Approaches for future-proofing talent strategies Membership(s) Contingent Workforce Management Contingent Staffing Recruitment Sourcing and Vendor Management
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Aug. 31, 2023Over the past decade, the IT-BP services industry has grown significantly and has successfully adapted its value propositions and associated strategies to meet evolving business requirements, leading to increased global adoption. Today, organizations worldwide view offshore and nearshore locations as strategic tools to gain access to talent, enhance service delivery resilience, drive business innovation, and enter new consumer markets. Consequently, enterprises are establishing Global Business Service (GBS) centers in offshore and nearshore locations to mitigate location concentration risks, manage cost pressures, and gain access to skilled talent. While these GBS centers were traditionally setup, operated, and funded solely by enterprises (De Novo setup model), innovative setup delivery models are now being explored that strike a balance between in-house capabilities and external expertise. One such innovative service delivery model that has gained prominence in recent years is the Build-Operate-Transfer (BOT) model. Given the current uncertain times, the BOT model stands out as a particularly relevant option, offering enterprises the advantages of lower short-term investments and a better scope for reevaluating long-term business priorities. At the same time, providers are open to embracing this construct to retain existing clients and attract new ones. In this viewpoint, we examine the growing significance of the BOT setup construct and its associated complexities. Special emphasis is placed on the best-in-class strategies that organizations are employing to ensure the successful implementation of a BOT model. Scope All industries and geographies Content In this viewpoint, we examine the growing significance of the BOT setup construct and cover the following topics: GBS center setups – moving beyond the traditional model The resurgence of the BOT delivery model – now is the time Understanding the complexities of BOT and defining success Strategies to mitigate challenges associated with BOT Membership(s) Catalyst™ GBS/SS
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June 12, 2023The recent banking crisis has raised concerns about the stability and resilience of the banking industry. Triggered by factors such as economic turbulence, elevated risk exposure, and regulatory shortcomings, the downfall of financial institutions such as Silicon Valley Bank, First Republic Bank, Credit Suisse, and numerous smaller regional banks has inflicted substantial financial setbacks upon stakeholders. The repercussions of this crisis are expected to extend across all major banking segments and have a far-reaching impact on significant geographical markets. Amid a risk-averse environment, the financial system is experiencing deposit outflows, leading banks to scale back lending due to fears of a liquidity crunch. Furthermore, regulators are expected to play a more proactive and stringent role in overseeing and participating in the banking industry to prevent future crisis. The event has worsened recessionary fears, which may result in cuts in banks’ discretionary spending in the near term. In this report, we provide an in-depth view of the recent banking crisis and assess its impact on various enterprises across geographies. We also explore its implications on the Banking and Financial Services (BFS) Business Process Services (BPS) market and highlight potential pockets of opportunity for providers. Scope Industry: Banking and Financial Services (BFS) Geography: global Contents In this report, we: Describe the recent banking collapses in the US and Europe Examine the impact of these collapses on various banking segments and geographies Explore the crisis’ implications on the BFS operations outsourcing industry and identify potential areas of opportunity for providers Membership(s) Banking and Financial Services Business Process Sourcing and Vendor Management
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Nov. 29, 2022Enterprises are utilizing data in innovative ways and fast realizing the importance of making it accessible, reliable, and secure. Cloud-based systems enable organizations to share and consume data at scale, which reduces the time to gather meaningful insights and drives better decision-making. In recent years, cloud adoption has gained significant ground with hyperscalers investing in end-to-end Data and Analytics (D&A) services to augment their cloud infrastructure capabilities. However, a single cloud vendor can no longer meet all enterprise requirements, which is compelling enterprises to adopt a multi-cloud approach, with most enterprises having two or more clouds in their ecosystems. The multi-cloud ecosystem allows enterprises to move between different clouds, leverage best-of-breed solutions, avoid vendor lock-ins, optimize costs, increase the availability of applications and data, and ensure regulatory compliance and governance of data. However, multi-cloud environments present certain data-related challenges due to their associated complexities. In this report, we examine the emergence of multi-cloud and its associated data challenges and recommend possible ways to tackle these challenges. Scope All industries and geographies Contents This report looks at: Rise in cloud adoption Emergence of hybrid and multi-cloud ecosystems Key reasons for multi-cloud adoption Common data challenges that enterprises face when adopting a multi-cloud architecture Methods to address the data challenges Membership(s) Data & Analytics Sourcing and Vendor Management
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Nov. 03, 2022Global enterprises are increasingly endorsing GBS organizations not only for helping them improve efficiencies and save costs, but also for demonstrating agility, resiliency, and the ability to step up and deliver complex and higher-value services. GBS organizations are constantly evolving to expand their focus beyond cost arbitrage and emerging as strategic value-add partners to their global parent firms. However, many GBS organizations continue to face challenges in expanding their scope and delivering the intended value due to the lack of end-to-end process visibility. Process mining addresses these challenges by utilizing enterprise digital footprints to monitor and optimize processes through a fact-based approach, enabling GBS organizations to discover and monitor processes, identify inefficiencies and root causes, and streamline and optimize processes across business functions. In this research, we outline the evolving priorities of GBS organizations, why they are strong candidates to leverage process mining solutions, and how process mining can become a key enabler for GBS organizations to deliver enhanced value for global enterprises. Scope All industries and geographies Contents This report examines: The evolving priorities of GBS The role of process mining in GBS The operationalization of process mining across functions Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management
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Oct. 21, 2022Artificial Intelligence Operations (AIOps) – or the application of big data analytics, Machine Learning (ML), and other AI technologies to automate and improve IT operations – is driving a significant shift in the IT operations landscape and spurring the adoption of observability tools across the industry. The emergence of technologies such as containerization, microservices, and multi-cloud provide enterprises with opportunities to improve their business models and develop new income sources. Application Process Monitoring (APM) and data logging tools cannot meet the operational demands of the new technologies, as these tools typically focus on the overall state of system and business metrics, which are pre-defined. Thus, organizations must adopt innovative solutions to address these challenges. This is where observability – which offers greater context and more precise insights into how systems behave – comes into play. Observability refers to the ability to comprehend the functioning of a software application using its telemetries, such as logs, metrics, and traces. In this viewpoint, we look at the value proposition of observability solutions for enterprises, urge enterprises to rethink their observability adoption strategies and establish the right frameworks to measure the impact of observability tools, and examine enterprise considerations for third-party provider selection. Scope All industries and geographies Contents This report examines: The value proposition of observability solutions in the IT operations landscape An investment approach and value measurement framework to measure the value of observability solutions Adoption challenges and enterprise best practices Enterprise considerations for third-party provider selection Membership(s) Application Services Sourcing and Vendor Management
