In today’s competitive landscape, innovation centers have become indispensable for forward-thinking organizations. But how many of these centers deliver real, transformative outcomes? For enterprises and service providers navigating this terrain, the question isn’t whether to invest in innovation centers, but how to maximize their value to ensure they serve as catalysts for meaningful business transformation.

Innovation centers are more than just places for experimentation – they are strategic engines driving the future of business success. They must evolve to address challenges, deliver value, and stay at the forefront of disruption.

At Everest Group, we’ve examined how innovation centers are transforming into engines of strategic advantage. Based on our latest research, we see clear opportunities – and challenges – for businesses looking to leverage these centers to stay ahead of the curve. Let’s dive into the key insights and guidance that can help shape your future strategy.

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How can businesses seize opportunities as the technology services industry emerges from its longest deceleration in years?

Every year begins with questions about what lies ahead, and 2025 is no exception. As we stand at the cusp of what appears to be a pivotal year for technology services, it’s critical to assess where we are and where we’re headed.

Are we emerging from the longest deceleration in recent memory, or are we merely pausing before the next wave of challenges? More importantly, what strategies will define success in this shifting landscape?

Learn more in my blog on Forbes

Join us as we reveal findings from the annual “Mapping the Next: Key Priorities for 2025” study, offering an inside look into the top concerns, expectations, and goals of industry leaders for the coming year. This session will spotlight leaders’ core priorities, such as technology adoption, digital transformation, generative AI, customer experience, and sustainability.

Our experts will also discuss critical global services decisions, including build vs. buy strategies, in-house vs. outsourcing, onshore vs. offshore operations, and the balance between long-term and short-term contracts.

This is your chance to hear exclusive, high-impact insights and gain an edge so you can make more informed decisions that will improve organizational resilience, competitiveness, and chances of future success for 2025.

What questions will the webinar answer for the participants?

• What are the trends that will shape the global services market in 2025?
• What are the likely changes in sourcing spend, sourcing strategy (in-house vs. outsource), and locations?
• What is the enterprise outlook on tech and AI adoption in 2025?
• Which digital services and next-generation capabilities are expected to be in demand?
• How are outsourcing deals, enterprises’ leverage of service providers, and bill rates expected to change?

Who should attend?

• Enterprise/business leaders (CIOs, CDOs, CTOs, CFOs, CPOs)
• Global sourcing leaders
• GBS/shared services center heads
• Leaders at IT and BP providers

SI Services Providers Partnerships

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SI Services Providers 

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Microsoft Modern Work

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Life sciences companies must engage customers effectively to drive business success through differentiated experiences. Hybrid commercial models require seamless, personalized interactions across channels to serve healthcare providers and patients. Advanced Customer Engagement Platforms (CEPs) go beyond traditional CRM systems to deliver real-time insights, dynamic content management, and omnichannel engagement. However, legacy systems, data silos, and fragmented customer experiences still pose challenges. To overcome these barriers, life sciences companies are partnering with specialized CEP providers to develop differentiated solutions that improve engagement, operational efficiency, and data-driven decision-making.

• Life Sciences Next-generation Customer Engagement Platforms (CEP) PEAK Matrix® Assessment 2024

  

  What is in this PEAK Matrix® Report

  In this research, we assess 27 providers featured on the Life Sciences CEP PEAK^® Matrix. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

  Contents

  In this report, we examine:

  • The CEP provider landscape
  • 27 life sciences CEP providers on several capability- and market success-related dimensions

  Scope

  • Industry: life sciences
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading life sciences CEP providers, client reference checks, and an ongoing analysis of the life sciences CEP market

  READ ON

• Life Sciences Next-generation Customer Engagement Platforms (CEP) PEAK Matrix® Assessment 2023

  

  What is in this PEAK Matrix® Report

  In this report, we assess 23 life sciences next-generation Customer Engagement Platform (CEP) providers featured on the Life Sciences CEP PEAK Matrix®. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

  Contents

  In this report, we examine:

  • Examine the provider landscape for CE platforms and products
  • Assess 23 life sciences CEP providers on several capability and market success-related dimensions

  Scope

  • Industry: life sciences
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading life sciences CE platform providers, client reference checks, and an ongoing analysis of the life sciences customer experience platforms market

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

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Balancing tighter budgets , ROI demands , personalization preferences , and shifting customer behavior has significantly impacted businesses’ ability to meet the challenge of increasing cost efficiency while innovating .

Effective sourcing solutions can help propel companies’ agility , efficiency , and scalability , offering a path forward for businesses needing to stay competitive . Scaling personalized experiences and customer journeys , as well as implementing positive digital transformations , is made more achievable with the right solution in place.

Watch our LinkedIn Live session from November 7 to understand how to seek the right partners and platforms for streamlining operations, driving measurable outcomes, and helping organizations stay ahead in a volatile marketplace . Our Everest Group experts, Mayank Choudhuri, Senior Analyst , Nitish Mittal, Partner , and Vaani Sharma, Senior Analyst, will discuss sourcing solution options and give insights into the current landscape and evolving conditions .

During this in-depth LinkedIn Live, we discussed:

– How are marketing leaders balancing cost efficiency with innovation amid tighter budgets and increasing pressure to deliver ROI ?
– In what ways do sourcing decisions influence a business’s agility, competitiveness, and ability to scale personalized customer experiences ?
– How can the right partners and platforms help businesses navigate digital transformation and drive measurable outcomes in a rapidly evolving marketplace?

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Often, deal conversations are impacted by cost and margin pressures across geographies. Standard and commodity IT service rates, as well as ACV/TCV reduction for managed services, are likely to decrease in the coming year, making it vital for service providers to account for this decline in ongoing or near-term bids.

In this insightful webinar, Everest Group experts Parul Jain, Manish Malik, Harshit Mittal, and Ricky Sundrani  explored the price and cost forecasts for the next 6 to 12 months across key categories, such as Applications, Infrastructure, and BPO services, across locations such as North America, Europe, and India. The team will discuss whether leveraging low-cost locations might be the ideal route for deal fee reduction for service providers, as well as other levers for managing this predicted cost and price decline.

From this webinar, attendees will understand the latest standings on leading global service delivery locations, key factors driving price and cost changes, and the best strategies for navigating changing markets and mitigating margin erosion.

What questions did the webinar answer for the participants?

• What are the key market trends influencing the shoring and sourcing decisions in 2024?
• What are the price and cost changes expected over the next 6-12 months, and what will drive these changes?
• How will they impact the overall commercial deals, and what are service providers doing to navigate through these changes (such as leveraging low-cost locations, gen AI, etc.)?
• How are service providers managing potentially shrinking margins?

Who should attend?

• Finance leaders
• Pricing leaders
• Price-to-win leaders
• CPOs
• Heads of procurement
• CIOs
• Location strategy heads
• Workforce strategy heads
• Indirect and strategic sourcing leaders
• Heads and buyers of outsourced services
• GBS leaders managing IT and BPO outsourcing contracts
• Category managers

Agentic AI

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