Clients Can’t Get No Satisfaction: What is Holding Back ROI in Digital Transformation
Enterprise Pulse Study

20 Mar 2020
by Yugal Joshi, Nitish Mittal, Tanya Srinath, Ankit Gupta

Despite service providers ramping up investments to enhance their digital capabilities, the proportion of satisfied enterprise customers continues to decrease, having fallen five percentage points over the past year. Factors such as technology delivery and domain expertise, among others, have become table stakes, and the expectation from service providers is evolving to include aspects such as a strategic partner mindset and enhanced innovation in engagements to achieve Return on Investment (RoI).

This report delves into the factors underlying enterprises’ expectations from service providers in terms of return on investment, and their technology investment priorities. It recommends service providers to align their offerings and capabilities with the future investment areas identified by enterprises.


This report is based on insights from 299 structured interviews with enterprises that were suggested as references by the 58 global service providers assessed in this report. It summarizes the views of various enterprises on the capabilities of their services providers across applications, digital, cloud & infrastructure, and enterprise platform services.

The report also captures quantitative and qualitative insights across their digital agenda and perception of service providers.


In this report, we share:

  • Enterprises’ technology priorities
  • Enterprises’ expectations from service providers
  • Enterprises’ perceptions of individual service providers
  • Evolving expectation dynamics in the digital era
  • An RoI framework to effectively engage with the rapidly evolving enterprise ecosystem


Application Services

Banking & Financial Services (BFS) - IT Services (ITS)

Cloud & Infrastructure Services

Data & Analytics

Digital Services

Enterprise Platform Services (EPS)

Healthcare IT Services (ITS)

Insurance - IT Services (ITS)

Life Sciences IT Services (ITS)


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