Data Snapshot

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

April 11th, 2024
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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($395).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.