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26 May 2016

BPO and TechnologyNew Model to Offer Solutions

Proprietary & Confidential. © 2016, Everest Global, Inc. 2

Speaker

Michael Hedegard

Associate Partner,

Consulting

Focus areas

� Global services

� Service provider

strategy

� Services automation

� Digital

� Outsourcing


Range of servicesOverview

� More than 25 years of experience

advising Global 1000

� Recognized for positioning clients for

the next generation of global

services − combination of deep

insights, strategic decision-making

approaches, and implementation

expertise

� Distinctive combination of consulting

and research capabilities

� Over 1,000 engagements, covering IT

and business processes (e.g., HR,

finance and accounting, procurement)

� Rich data sets and subscription

research based on over 75 business

processes, 150 service delivery

locations, 500 captives, 100 service

providers, and 18,000 outsourcing

contracts

Implementation

Consulting services to capture

value from decisions

Implementation

Consulting services to capture

value from decisions

Strategy

Consulting and research

services to turn insights into

decisions

Strategy

Consulting and research

services to turn insights into

decisions

Resources

Webinars, research, and blogs

Resources

Webinars, research, and blogs

Subscriptions

Research reports, data sets,

customized tracking services

Subscriptions

Research reports, data sets,

customized tracking services

We serve enterprises, service providers, and service enablers

Services

Industry

Service

Enablers

Service

ProvidersEnterprises

Everest Group is a leading global services advisory firm


Agenda

� Digital adoption

� BPO trends with a focus on Latin America

� Q & A


Sources for today’s Digital context

Focus of this section

� Digital adoption – putting facts to the hype

� Dispelling Digital myths and peeling the adoption onion

� What to watch out for and best practices

Focus of this section

� Digital adoption – putting facts to the hype

� Dispelling Digital myths and peeling the adoption onion

� What to watch out for and best practices

Everest Group

Digital Research

Comprehensive survey with over 200 enterprise (USD

1bn+ in annual revenues) Digital leaders across major

industry verticals

• North America adoption report

• Europe adoption report

Digital context setting


Digital topics

Efficiency or

Growth

Efficiency or

GrowthThe Digital DipThe Digital Dip

Digital

Adoption

Digital

Adoption

� Overall Digital

market

� Technology focus

� Spend


Easy

Complete

Accessible

Flexible

Digital dramatically enhances the

experiences of users

Source: Everest Group

What is Digital?

Customers, Employees and Partners


Cognitive/Artificial

Intelligence

Cloud

infrastructure3-D printing

Social Touch screens

Mobility

Visualization

Voice recognition

Software-as-a-

Service

Sensors

Big Data

Analytics

Chat

Multi-channel

Internet-of-Things

(IoT)

Next-generation

UI/UX

Enabling layer

Integration

challenge� Standards

� Systems

Integration

� Agile/DevOps

� Automation

Interaction

layer

Virtual Reality

Digital

Cybersecurity


The definition of “Digital” needs to embrace a rapidly evolving

span of functionalities and enabling technologies


47%of Digital spend

Core mid-office

(e.g., such as Operations &

Production)

Market-facing front-office

(e.g., Sales and Marketing)

Back-office

(e.g., Procurement, F&A, HR)

� Reduce costs

� Improve productivity

� Transform supply chains

� Engage the customer

� Spawn new businesses

� Scale existing business

Digital for Growth (DfG)Digital for Efficiency (DfE)

24%of Digital spend

� Make Digital secure

� Make IT Agile

Digital Enablement

29%of Digital spend


Contrary to hype, Digital is much more than customer

interfaces and online commerce


Ad

op

tio

n

Time

Digital

Cybersecurity

Cloud IaaS

Big Data

Mobility

Social Media

engagement

Digital marketing

Online commerce/

Omnichannel

SaaS

IoT

• Using data for insights

• Flex infrastructure for

data handling requirements

• Securing data

• RoI coming under scrutiny

• Need to integrate Digital CMO suite with core

operations

• Nearing take-off

Digital Adoption Results: Technology themes driving Digital


Data is the new Digital Currency


Enterprises are going to spend as much as 20% of their total

IT spend on Digital



The Digital DipThe Digital DipDigital

Adoption

Digital

Adoption

Efficiency or

Growth

Efficiency or

Growth

� Dispelling the myths

� Industry orientation

� Digital sentiment

Digital topics


Source: Everest Group (2015)

Dispelling the Digital myths



Several industry verticals display a strong Digital for

Efficiency orientation


Based on their DfE and DfG orientations, enterprises can be

divided into four primary segments



Scaling enterprise Digital adoption: The Big Issues




And the Digital Marketing promise is beginning to show signs

of tiredness, in the absence of clear RoI


Digital topics

Efficiency or

Growth

Efficiency or

Growth

Digital

Adoption

Digital

AdoptionThe Digital DipThe Digital Dip

� Explaining the Dip

� Dealing with it


In spite of the hype and investments, Digital success is not an

assured outcome


Organize cross-functional teams to drive progress; Digital is not just the

CIO/CMO/CDO’s job��

Evaluate end-to-end processes; not piecemeal implementation��

Drive strategic clarity and obsessive focus on a limited set of objectives��

Unlearn sequential transformation; Agile is the key��

Dealing with the Digital Dip: Best practices


Agenda



� Q & A


Share of delivery regions by headcount in global services

delivery

2013-2014; Number of FTEs (in ‘000s)

1 Others include Africa and Middle East region

2 Analysis based on headcount for global services exports in 2014

Note 1: Includes global services exports for 31 leading locations. Excludes domestic market

Note 2: APAC: Asia Pacific; LATAM: Latin America

Source: Everest Group Global Locations Annual Report (2015): Everest Group (2016)

LATAM - Market heatmap2

2014

Brazil

Argentina

Chile

Costa Rica

Mexico

Guatemala

Panama Colombia

Nicaragua

Uruguay

Peru

Honduras

El Salvador

Belize

Emerging locations

Mature locations

Nascent locations

Latin America grew to 9% of the global services delivery

market, with Argentina and Mexico leading maturity


1 Includes data for Q1 2015 (January-March 2015) and Q2 2015 (April-June 2015)

2 Others include Africa and Middle East region

Note 1: APAC: Asia Pacific; LATAM: Latin America

Source: Everest Group Global Locations Annual Report (2015): Everest Group (2016)

Breakup of new center set-ups by region

2012-H11 2015; Number

Latin America’s share in new center set-ups has stayed

between 15-26% over the past few years


Breakup of new centers in LATAM by functions supported

2011-H1 20151; Number

1 Includes data for Q1 2015 (January-March 2015) and Q2 2015 (April-June 2015)

Note 1: Includes GICs and (third-party) service provider delivery centers; centers may be supporting multiple functions

Note 2: Excludes centers where function is not specified


Proportion of centers catering to voice BPS, IT, R&D, and

engineering services has increased in the new setups


Voice BPS

Non-Voice

BPS

Knowledge

processes

IT services

R&D and

engineering

� Significant evidence of delivery from multiple

locations in Latin America

� Key regions served from Latin America locations

include Latin America, North America, and

Europe

� Select list of locations support these functions

from Latin America

� Evidence of support for Latin America only, with

limited offshore service delivery

Functions


Medium LowHigh

Comments

� Only some locations within Latin America support

offshore IT services delivery due to requirement

of specific skill sets

� Evidence of support largely for Latin America and

North America region

Maturity of service delivery

Locations support delivery for functions other than voice and

non-voice BPS services is limited


� Latin America economic

performance have

contracted in 2015,

currencies have depreciated

and inflation has raised

� Currency depreciation

improves location

attractiveness for global

services delivery from

locations like Chile,

Argentina, Mexico,

Colombia and Brazil

� Significant depreciation of

the currencies has helped

countries and companies in

relation to the export of

services, which still

manifests itself as a bright

spot

US Dollar appreciation is creating opportunities in Latin

America


Global services view Regional demand view


Look for changing functional proposition of

locations, e.g., Costa Rica emerging as a

new location for IT services1

Watch for legislative changes (e.g., labor,

tax related laws) in the region, which can

impact services industry2

Be mindful of trade-offs between

opportunities and risks (in particular

security and political), especially as risks

continue to evolve

3

Seek opportunities for penetration into

domestic/regional demand markets4

Multi-tower deals, covering multiple BPO

segments is likely to pick up1

Demand from local-headquartered

companies are likely to rise2

With growth in voice channels stagnating,

non-voice channels such as email, chat

and social media will drive growth in

customer care

3

HR (especially Recruitment Process

Outsourcing), industry-specific BPO, and

analytics services will continue to drive

LATAM BPO growth

4

Future trends to watch


Agenda



� Q & A


� For advice, consulting or research on Digital, Automation or Global Services, please contact

– Michael Hedegard, [email protected]

Q&A


www.sherpasinblueshirts.com

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