Enterprise Perspectives on Next-Generation of Outsourcing – Moving From Services Delivery to Business Orchestration

12 Jul 2019
by Manu Aggarwal, Ronak Doshi, Robin Jain, Pranati Goswami, Deepjyoti Mili, Supriya Rajpal

Mounting digital transformation pressures and changing consumer preferences are disrupting the current financial services landscape. Buyer needs in this evolved setup are changing, leading to a shift in expectations from the service providers. Although traditional factors that influence outsourcing decision such as cost optimization are still important, factors contributing to business / strategic impact are gaining importance. Buyers now expect service providers to act as able “strategic partners” in the digital journey and help achieve their business objectives such as driving operational efficiencies.

In this research, Everest Group attempts to assess Banking and Financial Services (BFS) enterprises’ experience and satisfaction levels in working with service providers across IT Services (ITS) and Business Process Services (BPS).

This report attempts to cover following key topics:

  • The relative importance of outsourcing drivers from a buyer’s perspective
  • Extent of buyers’ satisfaction with the performance of their service providers across both traditional and new-age metrics
  • Insight into key factors that are proving to be differentiators for service providers
  • Key strengths and areas of improvement cited by buyers

The report would enable the service providers to gain deeper insights into their buyers’ expectations, identify gaps in present capabilities, and devise resolution measures to address these gaps. Further, BFS enterprises can leverage this report to analyze their current engagements with service providers as well as understand their role in attaining higher satisfaction levels.

The assessment is based on quantitative and qualitative insights generated from 200+ interviews and online surveys conducted with enterprises globally, that have engagements with 40+ global service providers.

Scope of this report

  • Services: ITS and BPS
  • Geography: Global
  • Industry: Banking and financial services


The research covers the following topics:

  • Analysis of enterprises’ outsourcing drivers and expectations
  • Enterprise’s assessment of SPs’ performance
  • Key take-aways for service providers & enterprises


Banking and Financial Services (BFS) - Business Process Outsourcing (BPO)

Banking and Financial Services (BFS) – IT Services


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