Data Snapshot

Enterprise Expectations Of Service Providers Shift From People And Expertise To Solutions And Outcomes

April 11th, 2024
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Arjun Kalra , Bill Nagel

The services landscape is being disrupted by AI- and automation-infused work types that require a shift from traditional competencies led by people and process expertise. Among global services decision-makers, 82% agree that they ask providers to bring solutions rather than people and process expertise; 80% that they focus on cost and outcomes when selecting and working with service providers; and 79% agree that they incentivize service providers to improve their processes. This data snapshot shows how companies make decisions about working with service providers.

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