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© 2016 Information Services Group, Inc. All Rights Reserved.
Welcome! 9:30 am STONEBRIAR FOYER REGISTRATION
10:00 -- 12:30 pm
CYPRESS 1:1 MEETINGS
2:00 -- 2:15 pmSTONEBRIAR BALLROOM WELCOME & INTRODUCTION
Todd Lavieri, President, Americas, Australia & New Zealand, ISG
2:15 -- 3:00 pm STONEBRIAR BALLROOM MARKET & INDUSTRY UPDATE: Harvey Gluckman, Partner, ISG
3:00 -- 3:30 pm STONEBRIAR FOYER NETWORKING BREAK 3:30 -- 5:00 pm CYPRESS 1:1 MEETINGS
3:30 -- 5:00 pm SIMULTANEOUS BREAKOUT SESSIONS
3:30 -- 4:15 pm
GARDENIA A1: Why the “A” in A-Game Stands for Agile
SILVERLEAF II A2: The Lost Art of Service Delivery
SILVERLEAF I A3: Game Changers: How SaaS, BPaaS, Automation and Other Disruptive Factors are Flipping the BPO Gameboard
AZALEA A4: Selling Solutions: Taking Advantage of the RFS
4:15 -- 5:00 pm
GARDENIA B5: Don’t Be a Settler. Get Ready for the Digital Workplace
SILVERLEAF II B6: Accelerating Your Success with ISG Provider Services
SILVERLEAF I B7: The People Side of Digital Transformation
AZALEA B8: Not-So-Secret Strategic Advice for Enterprise Sourcing Buyers
5:30 -- 7:00 pm GRADEN TERRACE RECEPTION 7:00 pm DEPART FOR TOP GOLF NETWORKING EVENT & THE DEBATE
Monday, September 26
Welcome, Day 2! Tuesday, September 277:30 -- 8:30 am TOWN & COUNTRY BREAKFAST
8:30 -- 9:40 am STONEBRIAR BALLROOM KEYNOTE PRESENTATION: Digital Transformation at Southwest Craig Maccubbin, Vice President and CTO, Southwest Airlines
9:40 -- 10:15 am STONEBRIAR BALLROOM PANEL: Rubber, Meet Road: How to Create Frictionless Transitions 10:15 -- 10:30 am STONEBRIAR BALLROOM ISG SMARTALK
10:30 -- 10:45 am STONEBRIAR FOYER NETWORKING BREAK
10:45 -- 12:15 pm CYPRESS 1:1 MEETINGS10:45 -- 12:15 pm SIMULTANEOUS BREAKOUT SESSIONS
10:45 -- 11:30 am
GARDENIA C1: Enabling Enterprise Agility: Optimizing the Use of GBS and TechnologyAZALEA C2: How to Keep the Customer: Retention as a Growth Strategy
SILVERLEAF I C3: Is Digital Transformation Changing Healthcare? SILVERLEAF II C4: The Unusual Suspects: Where Will New, Disruptive Service Providers Come From?
11:30 -- 12:15 pm
GARDENIA D5: The Evolving State of Advisor Relations Programs SILVERLEAF I D6: Selling Solutions: Taking Advantage of the RFS SILVERLEAF II D7: Not-So-Secret Strategic Advice for Enterprise Sourcing Buyers
AZALEA D8: Digital Transformation Opportunities Heat Up for Utilities 12:15 -- 1:15 pm TOWN & COUNTRY LUNCH NETWORKING1:15 -- 2:00 pm STONEBRIAR BALLROOM FIRESIDE CHAT: Saas and the Impact on the Future
2:00 -- 3:00 pm STONEBRIAR BALLROOM SQUAK PANEL: If I Had a Magic Wand, This is How I Would Address Delivery Challenges
3:00 -- 3:15 pm STONEBRIAR FOYER NETWORKING BREAK3:00 -- 5:00 pm AZALEA 1:1 MEETINGS3:00 -- 5:00 pm STONEBRIAR BALLROOM TECHNOLOGY BUSINESS MANAGEMENT STANDARDS WORKGROUP (By Invitation Only)
4:00 -- 5:30 pm STONEBRIAR FOYER CLOSING RECEPTION
© 2016 Information Services Group, Inc. All Rights Reserved.
Todd D. Lavieri, President, Americas, Australia & New Zealand
WelcomeThe Incumbent’s Dilemma
© 2016 Information Services Group, Inc. All Rights Reserved 55
Perspective on the past year:Quality is a growing issue for clients.Proactive innovation is missing.Neither the client nor the provider are eager to address the elephant in the room . . . and then, it’s too late!
© 2016 Information Services Group, Inc. All Rights Reserved 66
What’s changed?Business owners are increasingly becoming influencers & customersof digital solutions.
Challenges: IT must deliver to increasingly
impatient customers. Providers often sell solutions or
ideas that are ahead of the delivery team.
The shift of project and solution proximity from IT to business owners has changed the dialog.
Client maturity in the mechanics of sourcing is as high as it has ever been; clients are unafraid of change.
© 2016 Information Services Group, Inc. All Rights Reserved 77
Quality is critical.The perception of good quality is table stakes. The perception of bad quality is fatal.
Nearly half of all engagement renegotiations are going tonew providers.
Early transition failures linger throughout the relationship.
Delivery quality trumps nearly everything—and clients perceive people and talent issues.
The noise level is rising.
While overall client satisfactionis good:
© 2016 Information Services Group, Inc. All Rights Reserved 88
Innovation is critical, too.Technology, service delivery, process improvement—if you don’t deliver them, someone else will.
Environment today: Clients want new insights, ideas
and approaches to their problems—from incumbents or others.
Asynchronous communication Sales team has their eye on the
future…but the day-to-day delivery teams are not delivering that vision today—or even aware/trained.
Do you know the top 3-5 innovations your clients are shopping for right now?
© 2016 Information Services Group, Inc. All Rights Reserved 99
Together, this createsthe Incumbent’s Dilemma.
Clients may look for solutions in new places.
Are you investing enough in your
clients?
$
© 2016 Information Services Group, Inc. All Rights Reserved 1010
Incumbency Success: 2nd & 3rd+ Generation
Top 3 reasons for moving away from incumbent: 1. Better commercials 2. Improved performance 3. Deteriorating relationship
Sole-Sourced
Competitive Incumbent witnessed increased scope
32%66%
34%
47% Incumbent lost entire scope
7% Incumbent lost a portion of scope (to new provider)
14%
Incumbent retained 100% scope
© 2016 Information Services Group, Inc. All Rights Reserved 1111
Are you facing the Incumbent’s Dilemma?Get back to basics and focus on the future.
© 2016 Information Services Group, Inc. All Rights Reserved 1212
Bring quality every day, business insights every quarter and innovation every year.
Perform quality and relationship reviews and a detailed customer satisfaction analysis.
Be integrated internally. Don’t forget: there is no substitute
for value and results.
www.isg-one.com
imagine your future™let’s connect…
© 2016 Information Services Group, Inc. All Rights Reserved.
© 2016 Information Services Group, Inc. All Rights Reserved.
Harvey Gluckman
Market Update
© 2016 Information Services Group, Inc. All Rights Reserved 1616
Recapping Past SIC Market Updates
Digital Disruption
Service IntegrationPivot to Industry Solutions
Changing Provider Landscape
2014
Automation
2013
Changing Sourcing StrategiesGlobal Business ServicesHybrid Data Center
2015
Think Like The Jetsons!
Rise of Bimodal ITOperating Model Changes
Impact of Digital EnablementDigital Services & Provider Maturity
© 2016 Information Services Group, Inc. All Rights Reserved 1717
Recapping Past SIC Market Updates
© 2016 Information Services Group, Inc. All Rights Reserved 1818
Digital Adoption is Accelerating
SaaS
IaaS
Legacy $26.1
$23.7
$22.3
$3.1 $3.6 $4.1
$3.5 $4.9 $6.9
2014 2015 2016E
95%
‘14-’16E
33%
-15%
% ChangeGlobal ACV $B
113%
Americas
34%
5%
51%
APAC
33%
-35%
90%
EMEA
31%
-25%
© 2016 Information Services Group, Inc. All Rights Reserved 1919
Digital Adoption is Accelerating
Legacy 80% 74% 67%
SaaS 9% 11% 12%
IaaS 11% 15% 21%
2014 2015 2016E
Market Percentage Mix(ACV Based)
Market Observations
New skills are needed to manage As-a-Service adoption and digital transformation.
Clients lack capital to move entirely to new service architectures for adopting broader As-a-Service solutions.
Incumbents are often challenged to transition from labor-based to outcome-based models.
Incumbents are not proactively redesigning “out with the old, in with the new.”
© 2016 Information Services Group, Inc. All Rights Reserved 2020
As-a-Service Market
The ISG IaaSMarket Basket
30
carriercloud firms
co-location firms public cloud
infra providers
leading IaaS/PaaSproviders
550+$100M+Co Revs
17% with
< $100MCo Revs 83% with
Across Functional Domains
The ISG SaaS
Market Basket
leading SaaS providers
© 2016 Information Services Group, Inc. All Rights Reserved 2121
23%
19%
11%
11%
9%
8%
10%
7%
Vertical Industry Insights: SAAS Solutions
0%
Banking, Financial Services
& Insurance
Manufacturing
Telco & Media
Energy
Retail & CPG
Health & Pharm
Business Services
10%
20%
30%
40%
50%
Travel & Transportation
28%
28%
13%
20%
21%
28%
17%
10%
550+ SaaS Providers
Industry Market Share (based on ACV ’15-’16 1H)
49%
35%
23%
28%
14%
49%
38%
23%
SaaS Providers > $50m
© 2016 Information Services Group, Inc. All Rights Reserved 2222
Market Direction
Platform EconomyPlatform-based business models will be a predominant core growth strategy within the next three years.
Service Provider Competitive Positioning Pure Play vs. As-a-Service Provider? Clients will be indifferent when they want to buy outcomes and industry solutions.
Client RelationshipsEthics and trust will be heavily relied upon as digital enablement matures. As digital adoption continues to expand, clients will continuously be in transition.Managing relationships will become more complex.
PREDICTIONS
© 2016 Information Services Group, Inc. All Rights Reserved 2323
ISG Digital Enablement Framework
65% of ISG’s transaction engagements are RFS-led versus RFP-led.
Companies in their 1st or 2nd generation of Managed Services relationships are aggressively seeking digital enablement solutions.
Enterprise
Processes Cloud
CustomerAnalytics
Collaborative Product
Innovation
BusinessInsights
Customer Experience
Product Analytics IoT
Automation
Platforms
Access Channel
Social MediaCollaboration
@@Customers
Suppliers
Partners
Employees
© 2016 Information Services Group, Inc. All Rights Reserved 2424
ISG Survey Results
1st Generation 2nd Generation 3rd Generation0%10%20%30%40%50%60%70%80%
Transactions including a digital component
© 2016 Information Services Group, Inc. All Rights Reserved 2525
ISG Clients: Digital Solution CompositionCloud 72%
58%Analytics/Social 31%
3%Robotics
19%
3%
Automation
Mobility/Social
IOT
8%Other
Internet of Things
Analytics & Big Data
Social Media
Cloud
Mobility
Automation
© 2016 Information Services Group, Inc. All Rights Reserved 2626
What is Weighing Down Our Clients’ Success?
Digital TransformationDigital Enablement Provider experience
Legacy complexity Solution complexity Operating model Transition disparity
© 2016 Information Services Group, Inc. All Rights Reserved 2727
Transition Performance
Delayed 4 or more months:
0%
36%
14%
50%
0%
33%
17%
All Lift & Shift Digital Projects
57%
14%
29%
0%
3%
33%
12%
* ISG Survey Response: 40% L&S, 40% Digital, 20% Projects
50%52%On Time:
Ahead of Schedule:
Delayed 1-3 months:
© 2016 Information Services Group, Inc. All Rights Reserved 2828
Top Reasons for Transition Delays
1-3 Month Delay• Client experience• Provider experience• Client dedication• Legacy complexity
4+ Month Delay• Provider experience• Client experience• Legacy complexity• Governance
© 2016 Information Services Group, Inc. All Rights Reserved 2929
Technology Led Consulting Led
Industry Solutions
Horizontal Solutions
Positioning for the Digital Economy
www.isg-one.com
imagine your future™let’s connect…
© 2016 Information Services Group, Inc. All Rights Reserved.
© 2016 Information Services Group, Inc. All Rights Reserved.