Webinar Digital Market Index - Market Size, Forecast and Key Happenings Jamie Snowdon Chief Data Officer, HfS Research [email protected]Phil Fersht Chief Executive Officer & Chief Analyst [email protected]December 2017 Ollie O’Donoghue Research Director [email protected]
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HfS Webinar Slides - Digital Market Index · 2020. 7. 27. · Global BPO and IT Services Compound Annual Growth, 2016-2021 Source: HfS Research 2017 IT Services Markets BPO Markets-4.0%
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a) “It’s about INVESTING IN "NEW IT" (e.g., get technologies deployed like mobile platform, a cloud platform, infrastructure, etc.)
b) “It’s about CREATING NEW CUSTOMER EXPERIENCES” (e.g., having the coolest use of innovative new technologies like social, mobile, interactive, etc.)
c) “It’s about CREATING NEW REVENUE STREAMS” (e.g., commercial leverage of digital channels, such as mobile, interactive tech, social media, etc.)
d) “It’s about ALIGNING / HARMONIZING BUSINESS OPERATIONS to customer needs” (i.e., all organizational touchpoints, processes, systems and technologies are driven by the customer experience strategy, from front office to back office)
e) “We don’t have a digital vision”Source:HfSResearch,“JourneytotheOneOffice,November2017”
Recognition of organizational challenges helps to conquer the challenges. 51% of the highest performing enterprises see their cultures as holding them back in the digital transformation journey
Jamie SnowdonJamie Snowdon has primary responsibility for overseeing the development of HfS’ Quarterly Market Index, in addition to managing and developing the firm’s data-centric products and services. He works across the HfS analyst teams to define evolving services markets and create market size estimates and forecasts. He also manages HfS’ quantitative survey and benchmark data.
Jamie has over seventeen years experience in the IT and Business Services industry. In that time he has worked in a variety of roles including sales, marketing, consulting and as an industry analyst. Jamie’s analyst career has largely been spent conducting data analysis including market size/forecast models, quantitative/qualitative survey analysis and competitive analysis.
Prior to HfS, Jamie worked for UK-based analyst firm Nelson-Hall as a Research Director, conducting vendor and market analysis within the IT and Business Services community. Prior to Nelson-Hall, Jamie spent seven years at IDC, where he was the European consulting director for IDC’s services group, managing all of their bespoke research. Jamie specialised in delivering custom market forecast models and forecasting tools tailored to his client’s individual needs. In addition, Jamie ran IDC’s European outsourcing research, covering both IT and business process outsourcing. Jamie has wide industry knowledge covering IT consulting, enterprise applications, IT & business process outsourcing, desktop & network services, equipment maintenance, and business continuity.
Earlier in his analyst career, Jamie spent four and a half years at the IT services research specialist INPUT in a mixture ofmarketing and analysis roles. He left as the UK operations manager having spent two years as a customer services industry analyst. Jamie completed his graduate training at one of the UK’s leading electronic and IT distribution companies.
Jamie’s passion is learning; he holds university degrees in general science (computing), law and has a post graduate diploma in legal practice. He lives in Twickenham, London, with his wife and two daughters. His other loves include cycling, reading trashysci-fi, cool technology, and the perfect pint.
Ollie O’DonoghueOllie O’Donoghue is Research Director, IT Services.
With over five years experience in the IT services industry – as both a practitioner and a research analyst –Ollie understands the impact IT services have in the modern business environment.
Before joining HfS, Ollie was the Head of Research and an Industry Analyst for an ITSM Practice committed to providing IT Service and Support Organisations with the resources to deliver greater business value. There he developed a comprehensive research portfolio for the industry. He has researched and presented on a multitude of topics including automation, innovative support models, and real-time analytics. In 2017, Ollie was named second on a list of IT and ITSM experts to watch.
Before becoming an analyst, Ollie worked as an IT service professional in a large public sector organization. It was here that Ollie’s passion for the industry developed.
He graduated from the University of Kent with a Bachelor’s in History. He is also a certified Service Desk Manager with higher mastery. Among his eclectic collection of professional certifications, he has four advanced diplomas in ornamental aquatic fish care. He claims these landed him his first IT job as a member of the interview panel was an avid fishkeeper.
In his spare time, Ollie reads up on History, Geography, and Economics and spends an unfortunate amount of time playing strategy games on his computer. Ollie is partial to wheat beer and, in the right circumstances, Irish whiskey.
Source:HfSanalysisofindividualcompanyfinancials(adjustedforacquisitionsoverhalftherevenueoforiginalcompany)Thegraphshowstheaverageandweightedaveragerevenuegrowthofthesetrackedproviders,whichrepresent75ofthelargest IT andbusinessservicecompanies.
n TheITServicesmarketiscomingoutofthefinancialwildernessandwhilesomeareas– particularlyinfrastructuremanagement– arestillinsteepdeclineasas-a-servicetakeshold,overallrevenuesareboostedbypushesinapplicationservicesandconsulting.
n Digitalishelpingshoreupproviderperformance,contributingsignificantamountsofnewengagementstoprovideraccounts.Franticmergerandacquisitionactivitylikelytocontinueasprovidersshoreupdigitalofferingsandspendtheirwayoutofthered.
n Headcountreductionsareslowingdown,withmanyproviderssqueezingmorerevenueoutofheadcount- whilereductionshaveslowed,there’snothingtosuggestwe’reoutofthewoodsyetasmanyproviderslooktobeconsolidatingreadyforthenextassetsqueeze.