Enterprises are increasingly turning to Order Management System (OMS) platforms to manage rising omnichannel commerce complexities. This report explores how modern OMS solutions have evolved from transactional tools into strategic orchestration engines, enabling enterprises to handle dynamic fulfillment, manage inventory visibility, and deliver consistent customer experiences across physical and digital touchpoints. The study highlights how OMS is becoming a critical agility, customer satisfaction, and operational efficiency enabler, especially in response to surging demand across B2B, D2C, and marketplace channels. Key market trends include the shift toward cloud-native, API-first architectures and AI integration for intelligent promise management, order routing, and proactive issue resolution. As OMS platforms increasingly embed sustainability metrics into fulfillment logic, ESG compliance is also gaining prominence. However, enterprises continue to face challenges in scalability, legacy integration, and order orchestration. The report outlines these challenges and provides insights into the future direction of OMS platforms, including composable architectures, autonomous order handling, and agentic AI adoption.

Strategic partnership management enables enterprises to collaborate with partners, improving in-house efficiency. Partners identify productivity opportunities, such as transitioning in-house agents to the providers’ care. This approach fosters long-term, mutually beneficial relationships between providers and enterprises by engaging key stakeholders. These relationships transcend traditional engagement approaches and prioritize outcomes to maximize benefits for both enterprises and providers. The strategic partnership management approach empowers account management teams to deliver personalized services to enterprises and meet their evolving demands. In this report, we assess the significance of the strategic partnership management approach in managing complex partnerships effectively within the business landscape. The report also analyzes the key benefits for enterprises and providers, along with its impact on management decisions. Scope All industries and geographies Contents In this report, we examine: Strategic partnership management’s role in unlocking long-term value for enterprises and influencing vendor decisions Key parameters of strategic partnership management Strategic partnership management as a differentiating factor Impact of dynamic BPS trends on strategic partnership management Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

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. Supplier diversity has evolved into a global strategic business imperative that can drive innovation and deliver meaningful impact. By enhancing supplier relationships through diversity and inclusion, supplier diversity programs can exert a positive influence on outsourced services spend and contribute to long-term success in the sourcing ecosystem. In this virtual roundtable, our experts explore the best practices that sourcing leaders employ to measure the impact of supplier diversity programs, report on key metrics, and align supplier diversity efforts with business goals.

In the current outsourcing climate, organizations need to consider an evolving mix of providers, locations, and internal sites for service delivery. While adding new suppliers may feel counter to the traditional goal of supplier consolidation for lower prices, it may be critical today to balance talent availability, supply risk, and costs. In this webinar, our speakers introduced the Rubik’s cube approach – balancing different types of service providers to build an optimal outsourcing portfolio strategy and ensuring specialist service providers bring in the capabilities and coverage needed for success. Our experts tackled how to create proper work placement guidelines for providers and how to ensure the right balance of locations and providers. They also discussed forward-looking strategies to optimize outsourcing portfolios for 2023. What questions did the webinar answer? How should organizations balance their outsourcing portfolios through an optimal supplier, delivery locations, and talent mix? How can firms add new suppliers in a strategic manner? How can organizations ensure best practices are followed for work placement within the outsourcing portfolio, especially for specialist providers What forward-looking strategies can organizations follow to optimize the portfolio mix?