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Kyndryl’s New Strategy for Security and Cloud Services
Kyndryl has been reorganizing its practice areas after its spin-off from IBM’s managed infrastructure services business unit, formerly known as IBM’s Global Technology Services group. This research byte focuses specifically on Kyndryl’s Cloud and Security and Resiliency practices. Through Kyndryl’s webinar about its cloud and security services, we heard from Kris Lovejoy and Harish Grama, the global practice leaders for Security and Resiliency and Cloud, respectively. One common theme that emerged was a shift from an IBM-focused approach to an ecosystem approach involving partners in addition to IBM.
June, 2022
Transforming Operations for Customer-centric Banking
Banking regulators are imposing stringent compliance directives. This has required banks to undertake time-consuming due diligence processes such as Know Your Customer (KYC). As a result, customers are experiencing longer processing times across banking services such as account opening and loan approvals. In addition, neobanks and fintechs are competing with traditional banks by offering more personalized products and add-on services. Customers now expect similar offerings from traditional banks as well, requiring them to reimagine their processes. Due to changing customer expectations and regulatory pressures, banks are seeking support from service providers to transform their operations. This has led to a 23% growth in services provider banking process transformation revenue between December 2020 and December 2021. These trends and others are covered in our new Banking Process Transformation 2022 RadarView™ .
June, 2022
Merger of LTI and Mindtree: Benefits, Challenges, and Recommendations
Two of the Larsen and Toubro (L&T) Group companies, L&T Infotech (LTI) and Mindtree, recently announced a merger to create what could be the sixth-largest Indian IT services provider in terms of overall sales, with a combined annual revenue of more than USD 3.5 billion as of March 31, 2022. The merged entity will be known as LTIMindtree Limited. In this Research Byte, we examine the nuances of the merger, analyze the benefits and challenges for the merged entity, and offer recommendations to enterprise buyers.
June, 2022
Answering the Call for Better Governance, Risk, and Compliance Offerings
Enterprise leaders are feeling pressure to ensure transparency and alignment between third-party vendors, regulations, and internal controls, as well as the use of security frameworks to address the complex regulatory and privacy landscape. With the rising cost of IT audits and assurance programs, enterprises are looking to implement governance, risk, and compliance (GRC) tools and platforms that provide standardized frameworks to manage risks. In response, service providers have matured their offerings to support compliance with regulations such as GDPR, HIPAA, and PCI DSS to ensure that companies are aligned to industry standards. These emerging trends are covered in Avasant's Risk and Compliance Services 2022 RadarView™.
June, 2022
RCM Service Providers Help Healthcare Providers Overcome Challenges in Revenue Cycle Management
Although the healthcare industry has been slow in adopting digital technologies, the pandemic accelerated the need for healthcare providers to digitally transform their revenue cycle management (RCM) processes. The need for effective RCM is driven by the fact that healthcare providers are finding it difficult to maintain profitability. This is prompting the trend toward RCM outsourcing, which has increased by 15% year over year 2021–2022. The US government also plays a part in increasing RCM outsourcing, with more than $450 million in funding to promote telehealth among healthcare providers. Furthermore, RCM service providers are reacting to the increased government spending on insurance programs by developing specialized Medicare and Medicaid solutions. These trends are covered in Avasant’s new RCM Business Process Transformation 2022 RadarView™.
June, 2022
Salesforce Service Providers Play Key Role in Helping Companies Boost Sales Effectiveness
Enterprises adopt Salesforce to improve engagement with their customers by offering personalized services and integrating customer data across different touchpoints. It also helps companies manage their sales operations and monitor customer interactions at scale. Salesforce adopters are increasing their reliance on data-driven insights and cognitive technologies to improve customer lifetime value.
June, 2022
AR/VR Delivers Better Data and More Immersive Experience
Augmented reality (AR), virtual reality (VR), and extended reality (XR) have not yet been adopted at scale. However, businesses are starting to realize the opportunities they can unlock with AR/VR/XR. Enterprise digital leaders are deploying AR/VR/XR with the goal of creating more immersive experiences for employees and customers, enhancing data visualization, and improving manufacturing and maintenance processes. Nevertheless, high device and implementation costs remain hurdles for enterprise digital transformation engagements. These trends, and others, are covered in our AR/VR/XR Services 2022 RadarView™.
May, 2022
E-Commerce Complexity Causes Customer Experience Challenges
E-commerce technology, while mature, is still evolving. Customer experience is now the focal point as e-commerce systems enable hyperpersonalization. But e-commerce has become increasingly complex resulting in low TCO success and satisfactions rates. This Research Byte provides a summary of our full report on e-commerce adoption trends and customer experience.
May, 2022
Travel and Hospitality Digital Services: Reimagining the Customer Experience Through Hyperpersonalization
The travel and hospitality industry today is driven by contactless technologies, challenges posed by the pandemic, and the emergence of new customer segments. There is an increasing demand for faster services and customized offerings. Travel and hospitality companies are expanding integration of digital technologies in their offerings and also exploring new technology areas such as the omniverse to disrupt this space and deliver an enhanced level of customer experience. However, all of this requires investment and seamless orchestration of multiple technologies. These emerging trends are covered in Avasant’s Travel and Hospitality Digital Services 2022–2023 RadarView™.
May, 2022
Global Crises Fueling New Investments in Supply Chain Management
Global crises continue to push supply chain management systems to the brink. Delays and shortages have led business leaders to question their longstanding commitment to lean inventory, just-in-time manufacturing, and reliance on long offshore supply chains. This Research Byte provides a summary of our full report on supply chain management adoption and customer experience.
May, 2022
Digital Retail Services: Orchestrating an Omnichannel Experience
Retail is increasingly hyperpersonal and omnichannel. Pandemic lockdowns and supply chain disruptions have actually raised the bar for consumer expectations as they found they could have anything delivered right to their doorstep. That raised bar means that retailers are increasingly relying on data and AI to map consumer sentiment and needs, and they are deploying digital technology including virtual reality and other immersive technologies to improve the customer experience. However, all of this requires investment and seamless orchestration of multiple technologies. This is best done with partners. These emerging trends are covered in Avasant’s Retail Digital Services 2022–2023 RadarView™.
May, 2022
Digital Workplace—Rising Star of New Technology Trends Study
Digital workplace technologies, one of two new entrants in our annual study of technology trends, earns the highest satisfaction rating from survey respondents, a clear sign that the shift to a hybrid workforce is well under way and has changed the focus for many IT organizations. Digital workplace technologies will have a growing role in business in the years to come. This Research Byte provides a look at the customer satisfaction rating for digital workplace technologies, as well as an overview of our Technology Trends 2022.
April, 2022
NFTs: More Than Just Digital Art
Non-fungible tokens (NFTs) have been a hot topic as art, fashion, video games, and social influencers have embraced the technology to sell one-of-a-kind digital objects. But enterprises, outside of a few specific industries, have largely neglected NFTs. Nevertheless, many companies should consider their benefits. This Research Byte explores this emerging technology.
April, 2022
Avoid the Watermelon Effect—Focus on Customer Experience
Have you experienced, when outsourcing your services, that all your service-level agreements (SLAs) reporting and key performance indicators (KPIs) are green, but your customers are not very happy with the services? This is the “Watermelon Effect.” Green on the outside, but red on the inside. Too often those SLAs and KPIs do not reveal the real quality of service. This Research Byte explores what can be done to prevent the Watermelon Effect.
April, 2022
Autonomous Medical Coding Key to Transformation of Claims Processing
In the previous decade, medical coding was largely a slow and error-prone manual process. The adoption of ICD-11 has only exacerbated this problem. With automation technologies now delivering accuracy, agility, and process visibility, adoption of autonomous medical coding (AMC) products is growing. However, choosing the right AMC product is not easy. There are dozens on the market, and they are not created equal. These trends are covered in Avasant’s new Autonomous Medical Coding Products 2022 RadarView™ Scan.
April, 2022