getting ‘more bang for the buck’ in analytics services · 2020. 6. 14. · researching the...

Researching the As-a-Service Economy

Getting ‘More Bang For The Buck’ In Analytics Services

22nd May, 2015

Phil Fersht

President & CEO,

HfS Research

[email protected]

Reetika Joshi,

Research Director, Consumer-Driven

Operations & Analytics Strategies

HfS Research

[email protected]

Drew Miller

Executive Director, Marketing Transformation,

Dell

[email protected]

James Kielar

Global Spend & Visibility,

Johnson & Johnson

[email protected]

Anand Swaminathan

Global Head - Analytics,

Infosys

[email protected]

Sankar Narayanan

Vice President,

Fractal Analytics

[email protected]

© 2015 HfS Research Ltd. Proprietary │

Let’s Meet Our Cast of Characters For Today


Phil Fersht

[email protected]

President and CEO, HfS Research – Cambridge, MA

Overview

• 20 years’ business experience in the global IT and business process outsourcing and shared services industry

• Industry analyst, author, speaker, strategist, and blogger • Advised on 100s of global IT services, BPO, and shared services engagements • Facilitates the largest global network of enterprise services ad operations professionals

Previous Experience

• Practice Lead, IT Services & BPO Research, Gartner, Inc. • Global BPO Marketplace Leader, Deloitte Consulting • Consulting Practice Lead, IDC Asia/Pacific • IT Markets Practice Lead, IDC Europe

Education

• BS with Honors in European Business & Technology, Coventry University, United Kingdom

• Diplôme Universitaire de Technologie in Business & Technology from the University of Grenoble, France

mailto:[email protected]



Unbridled Opinion… Simply Calling It How It Is

www.horsesforsources.com


…With a More Serious Side Too! www.hfsresearch.com


We Are Looking At This “As a Service Economy” With A

Unique Approach We Call Research 2.0

Major Media Platform and

Blog

Real-time data from 1000’s of

industry stakeholders

Real Unvarnished Community

Dialog

Blueprint Market

Analyses

Buyer-led Working Summits

Strategy, Advisory, Training


Q1 2015 (1)

Progressive F&A (Feb)

Q2 2015 (8)

Analytics Services (April)

Application Testing (April)

Enterprise Mobility (April)

Population Health (April)

Workday

Services (April)

Procurement (May)

Engineering Services (June)

Insurance As A Service (June)

2015 HfS Research Blueprint Publication Schedule

Q3 2015 (7)

Health Payer Services (July)

Cloud Service Brokers (Aug)

Application Management (Sept)

As-a-Service Economy Experts (Sept)

Customer Experience Management (Sept)

IoT (Sept)

Salesforce Services(Sept)

Q4 2015 (7)

Autonomics (Dec)

Capital Markets (Dec)

Life Sciences (Dec)

Marketing Operations (Dec)

SAP Services (Dec)

SAP SuccessFactors (Dec)

Supply Chain Management Services (Dec)

This plan is subject to change


Making the same mistakes over and over

and expecting different outcomes…

How would you describe the last two

decades of Sourcing?


Technologies to Augment Knowledge Labor Digitization & Robotic Automation

Analytics Mobility Social Media Cognitive Computing

The Optimum Operating Model

Outsourcing Shared Services GBS BPaaS/SaaS/IaaS

Crowdsourcing

A Burning Platform for Change Globalization of Labor High-growth

Emerging Markets Disruptive

Business Models Consumerization

Empowering Talent to Make it Possible

Service Governance Defining Outcomes Creativity Data Science

Welcome to the As-a-Service Economy

Tools/Infrastructure Governance

Agility Collaboration One-to-Many Outcome Focus

Plug-and-Play Services


Source: HfS Research in Conjunction with KPMG Note: n=343

38%

36%

35%

27%

40%

47%

42%

42%

48%

45%

52%

38%

37%

46%

46%

9%

12%

13%

33%

21%

14%

21%

23%

18%

22%

21%

35%

42%

37%

39%

53%

52%

51%

40%

39%

39%

37%

35%

34%

33%

27%

27%

21%

17%

15%

Sales

Analytics

Marketing

Payroll

Legal

Procurement

Supply Chain and Logistics

Industry-specific Processes

Human Resources

Customer Service

Finance and Accounting

Facilities Management

Print & Mail Operations

IT application maintenance & development

IT and Network infrastructure support

Shared Services Outsourced In-house (de centralized)

Outsourcing still augments inhouse delivery, as

opposed to replacing it…


Something’s Gotta Give: Leadership expects to get to As-a-

Service… their staff do not

53%

42%

42%

37%

32%

32%

26%

21%

21%

21%

12%

15%

14%

16%

19%

14%

Business Cloud

Intelligent Data

Write Off Legacy

Design Thinking

Proactive Intelligence

Brokers of Capability

Intelligent Automation

Intelligent Engagement

% Significant Progress

SVP & Up

VP & Below

Based on your CURRENT investments and services relationships, how much progress do you expect to make achieving these “As-a-Service” ideals in the next 2 years?

Source: "Ideals of As-a-Services" Study, HfS Research 2015

Sample: Enterprise Service Buyers = 178


4%

3%

2%

36%

26%

27%

43%

32%

54%

11%

19%

15%

7%

19%

2%

<$1B

$1B - $10B

>$10B

We are already there Within 2 years Within 5 years Within 10 years Never

While 7 out of 10 major enterprises are kicking the can

down the road… How quickly will your core enterprise processes be delivered “As-a-Service”?




Two-Thirds of Enterprises Lack “As-a-Service”

Skills…

Source: HfS Research State of Industry Study 2014, conducted in conjunction with KPMG (Sample 312 Enterprises)


How is technology impacting your decision to pursue a long-term career in outsourcing?

Technology having a highly positive impact on

outsourcing careers…

Positively – Technology has raised the value and of Outsourcing as long-term sustainable career

Neutral – It hasn't really changed my decision-making

Negatively – I am concerned that outsourcing jobs will be automated in the future and will go away

41%

73%

55%

21%

3%

6%

Buyers

Providers

Source: ”Talent in BPO" Study, HfS Research 2015

Sample: Enterprise Service Buyers = 192; Service Providers = 252


The skills to get us to the As-a-Service Economy will take

time to develop…

Legacy Outsourcing As-a-Service Economy

< 3 years

Influencing senior executives

Use of automation as first building blocks to decouple labor from routine service delivery

3 – 6 years

Real-time Analytics Modeling

Automation

Defining & impacting value beyond cost

Design Thinking

> 6 Years

Augmenting Labor with Artificial Intelligence

Identifying new ways to drive cost reduction & value


Panel Discussion

Phil Fersht President & CEO,

HfS Research

Reetika Joshi Research Director,

HfS Research

Drew Miller Executive Director, Marketing Transformation,

Dell

James Kielar IT Manager - Global Spend & Visibility,

Johnson & Johnson

Anand Swaminathan Global Head - Analytics,

Infosys

Sankar Narayanan Vice President,

Fractal Analytics

Key Themes

Key challenges for enterprises in analytics adoption – and how to overcome them

Leveraging internal and external expertise to create an analytics services infrastructure

Forging collaborative relationships to drive analytics innovation

Critical success factors for the analytics services provider of the future


[email protected]

Overview

• Tracks the BPO and Analytics services markets with a special research interest in verticalized BPO trends.

• Regularly contributes to HfS’ research content in the form of reports, rapid insights and blog posts.

• Supports custom research and strategy projects; analyzing data, supporting client inquiry, conducting regular discussions and briefings with both buyers and providers, providing consultative, analytical and expert support to HfS clients.

• Conducts Blueprint reports on service providers across service areas in global sourcing.

Previous Experience

• Project Manager at the sourcing research wing of business research and consulting firm ValueNotes, encompassing a range of responsibilities including research product design and development for the outsourcing community, managing custom research engagements, developing thought leadership through targeted content and community interaction, and supporting the business development team.

• Research assignments across global sourcing including niche BPO and KPO areas such as analytics, medical transcription, market research and e-learning.

• Served clients through bespoke research engagements including in-depth competitive intelligence studies, market and investment opportunity assessments, demand-side surveys and marketing communication optimization for outsourcing buyers, providers, consultants and investors.

Education

• Reetika holds a Bachelor’s in Business Administration degree from Symbiosis International University, India and a Master’s in Marketing Management degree with Beta Gamma Sigma honours from Aston University, UK.

Reetika Joshi Research Director, BPO & Analytics Strategies, HfS Research – Cambridge, MA




ENTERPRISE ANALYTICS SERVICES VALUE CHAIN

HfS Definition of Enterprise Analytics Services

In-Scope For This Discussion

Analytics Software, Infrastructure Design, and Maintenance

Analytics Data Preparation and Management

Routine BI Reporting and Dashboarding

Advanced Analytics Modeling And Ongoing Decision Support

Analytics Consulting


Q. What role can each of the following emerging technologies play in improving the outcomes of your current and future outsourcing engagement(s)?

Source: HfS Research 2014. Note: n=189 Enterprise BPO Clients

12%

25%

30%

47%

49%

24%

29%

31%

29%

33%

24%

31%

28%

17%

13%

24%

9%

7%

4%

3%

16%

6%

4%

3%

2%

Social

Mobile

Cloud

Automation

Analytics

5. It is a critical component 4 3 2 1. None - no value in it for BPO

Impact of Technology in Business Processes


Key Analytics Challenges For Services Buyers in 2015

Lack of enterprise-wide strategy for services

Complex big data and analytics technology landscape

Lack of collaboration between IT and business


Analytics Services Trends Compared to 2013 Blueprint

Comparatively Moving Up More focus on business context Collaboration between IT and business Integrated analytics solutions Deployment of analytics platforms IoT and sensor data-driven analytics Talent as a differentiator Increased deployment of big data programs

Comparatively Moving Down Pure staff augmentation based models Debate of the required storage and software in initial discussions Social/digital as ‘hype’ or not applicable

Here to Stay Industry-focused advanced analytics use case development Cross-pollination of analytical techniques across verticals Mingling internal/external talent and tech to develop capabilities Digital-driven interactive marketing/customer analytics


HfS Blueprint 2015: Enterprise Analytics Services IN

NO

VA

TIO

N

EXECUTION

High Performers

Winner’s Circle IBM

Label

Accenture Cognizant Capgemini

CSC Infosys

Wipro

EXL Dell

Genpact TCS

HP

WNS Xerox

iGate

eclerx Xchanging

Concentrix Sutherland


Panel Discussion


HfS Research


HfS Research


Dell


Johnson & Johnson


Infosys


Fractal Analytics

Key Themes





© 2015 HfS Research Ltd.

16%

8%

37%

21%

47%

62% 10%

SVP & Up

VP & Below

Absolutely critical Critical Significant Insignificant

Leadership has the desire to drive the change, not the

operational layer… How significant do you see the “As-a-Service Economy” for your organization?




Two-Thirds of Enterprises Lack “As-a-Service”

Skills…

Source: HfS Research State of Industry Study 2014, conducted in conjunction with KPMG (Sample 312 Enterprises)


Which of the following actions would improve the quality and outcome of your current sourcing initiative(s)?

Service buyers battle with letting go…

43%

10%

5%

10%

24%

9%

"Letting go” and giving more responsibility and value processes to our service provider

Jettison FTE pricing altogether

Move to a more consultative-led engagement

One-year SOWs that are regularly evaluated

Have the threat of a competitive bid create anxiety in our service provider

Nothing – we paid for cheap and cheerful, that’s what we are stuck with

Source: HfS Sourcing Executive Council members, November 2014


Knowledge Industries like Healthcare, Media and Hi-tech

ready for radical change

39%

35%

38%

35%

31%

41%

37%

52%

26%

30%

61%

53%

22%

67%

28%

60%

50%

40%

20%

40%

Invest in effective analytics tools & skills

Accomplish creative problem solving/"Design Thinking"

Identify/hire a transformational leader/change agent

Write-off legacy IT investments and move straight into cloud delivery of processes

supported by As-a-Service partner(s)

Replace your existing (legacy) service provider(s) with "As-a-Service" driven providers

% Significant Impact

Banking & Financial / Insurance

CPG / Mfg / Retail / Transp

Healthcare / Pharma

Entertainment, Media, Pubs / Software & Hi-Tech

How much impact would taking the following actions help you reach your desired “As-a-Service” end-state, if you were to make them today?




86%

63%

50%

13%

13%

13%

88%

69%

88%

69%

50%

69%

84%

83%

74%

53%

47%

34%

88%

91%

86%

76%

67%

49%

BPO is a force for innovationand change within business

My BPO role is fundamental to business performance

I am excited about the future of BPO as an industry

BPO today is an exciting career choice

There has been a big recent shift in the recognition of a career in BPO

BPO has a defined career track and a certain future

To what extent do you agree / disagree with the following? (By years’ experience)

Only one-in-eight outsourcing professionals new to

sourcing are seeing it as a long-term career…

< 2 Years 2 to 5 Years 5 to 10 Years > 10 Years

Excitement about BPO

as a force for change

Not fully translating into sustainability as a career for those new to it

Source: ”Talent in BPO" Study, HfS Research 2015



Panel Discussion


HfS Research


HfS Research


Dell


Johnson & Johnson


Infosys


Fractal Analytics

Key Themes






APPENDICES


[email protected]

Overview

• Drew Miller is the Executive Director of Dell’s Global Marketing Analytics & Insights organization. His teams help Dell marketers & sales people say the right things, to the right customers, in the right place, at the right time via analytics, business intelligence, social listening, and research.

Previous Experience

• Prior to this role Drew served in a variety of marketing leadership roles at Dell beginning in 2000. Most recently he was the Chief of Staff for Dell’s CMO Karen Quintos. I this capacity he assisted Karen in shaping and driving near term go-to-market priorities and long term transformation of the company’s marketing model.

Education

• Drew joined Dell after graduating from the University of North Carolina’s Kenan-Flagler Business School. Before attending Kenan-Flagler he served as an Infantry Officer in the U.S. Army and consulted to the United Nations on international disaster relief. In his undergraduate studies he focused on business management at the University of Virginia.

• He loves to travel with his wife and two young sons, coach & play soccer, ski, and fish.

Drew Miller Executive Director, Marketing Transformation, Dell



[email protected]

Overview

• Anand Swaminathan is the head of Data Science and Analytics practice at Infosys. He started the Analytics business unit at Infosys, and is responsible for driving market strategy, and growth, Talent Strategy – Hiring and retention, Training and Enablement, and Solutions and Offerings.

• Anand has built a strong data science team, with excellent focus on Training, Partnerships (Academia and Industry), Data Science and Analytics methodology and frameworks. Under his leadership, Infosys has developed into a strong brand in Analytics with excellent client roster and analytics programs.

• Anand consults with top companies across industry verticals on Analytics strategy, and advises them on their analytics journey, including subjects related to developing Data Science Teams, Reskilling existing teams with Big Data and Analytics skills, instituting engagement models with business teams, identifying analytics use cases etc

• Anand has strong understanding of the Analytics market evolution, and is always interested to share perspectives in the evolving Analytics landscape.

Anand Swaminathan Global Head - Analytics, Infosys



[email protected]

Overview

• James Kielar is an IT manager in Johnson & Johnson’s Enterprise Technology Corporate Services division.

• Jim’s Business Unit IT team partners with the Finance and Global Procurement groups to deliver global spend visibility for J&J worldwide.

• Project Vision provides insight into spending, which helps drive future strategies and decisions.

• With over 25 years of experience with Johnson & Johnson, Jim has worked across multiple business areas including Global Procurement, Worldwide Compensation, Enterprise Legal, Global Security, Environmental and Safety, Global HR, Finance and Government Affair.

James Kielar Global Spend & Visibility, Johnson & Johnson



[email protected]

Overview

• Sankar Narayanan ('SN') is a member of the global executive leadership team at Fractal, reporting into the Group CEO and heading Fractal's Europe and ANZ business.

• Expertise in consulting & problem solving, building multi-disciplinary teams and implementing analytics across retail banking, insurance and consumer goods industries to help 85+ organizations achieve measurable top line and bottom line impact.

• Multi-market experience in bringing together structured problem solving, advanced analytics and business intelligence to improve customer engagement, create revenue/profit impact, and reduce operational costs/inefficiencies.

• Sankar brings a healthy mix of a physicist's experimentation mentality and an economist's interpretation ability to drive the creation and consumption of analytics.

Sankar Narayanan Vice President, Fractal Analytics



About HfS Research

HfS Research is the leading analyst authority and global network for IT and business services, with specific focus on global business

services, digital transformation and outsourcing. HfS serves the research, governance and services strategy needs of business operations

and IT leaders across finance, supply chain, human resources, marketing, and core industry functions. The firm provides insightful and

meaningful analyst coverage of best business practices and innovations that impact successful business outcomes, such as the digital

transformation of operations, cloud-based business platforms, services talent development strategies, process automation and

outsourcing, mobility, analytics and social collaboration. HfS applies its acclaimed Blueprint Methodology to evaluate the performance of

service and technology in terms of innovating and executing against those business outcomes.

HfS educates and facilitates discussions among the world's largest knowledge community of enterprise services professionals, currently

comprising 150,000 subscribers and members. HfS Research facilitates the HfS Sourcing Executive Council, the acclaimed elite group of

sourcing practitioners from leading organizations that meets bi-annually to share the future direction of the global services industry and to

discuss the future enterprise operations framework. HfS provides sourcing executive council members with the HfS Governance Academy

and Certification Program to help its clients improve the governance of their global business services and vendor relationships.

In 2010 and 2011, HfS Research's Founder and CEO, Phil Fersht, was named “Analyst of the Year” by the International Institute of Analyst

Relations (IIAR), the premier body of analyst-facing professionals and achieved the distinctive award of being voted the research analyst

industry's Most Innovative Analyst Firm in 2012.

In 2013, HfS was named first in rising influence among leading analyst firms, according to the 2013 Analyst Value Survey, and second out of

the 44 leading industry analyst firms in the 2013 Analyst Value Index.

Now in its seventh year of publication, HfS Research’s acclaimed blog “Horses for Sources” is widely recognized as the most widely-read

and revered destination for unfettered collective insight, research and open debate about sourcing industry issues and developments.

Horses for Sources today receives over a million web visits a year.

To learn more about HfS Research, please email [email protected].

http://www.hfsresearch.com/



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