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Rethinking Customer Experience in Uncertain Times
Over the past 12–18 months, customer-facing functions, enterprise applications, and processes have changed tremendously. There has been an uptake in digital channels, direct-to-consumer commerce, omnichannel digital communications, and SaaS-based application services. The period has also witnessed a rise in preference for data and AI-driven, personalized, and automated experiences. This Research Byte showcases how customers’ quest for enhanced personalization and seamless experiences has increased the demand for SaaS-based solutions for addressing industry-specific business needs and how service providers are facilitating this transformation in North America. We highlight the efforts of one such service provider, TCS, based on its recent analyst day in June 2023.
July, 2023
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Fortifying Generative AI: Microsoft’s Vigilance on Security, Trust, and Governance
As businesses increasingly experiment with generative AI solutions to streamline their processes, it becomes clear that the risk environment is growing. Since threats change constantly, CIOs and CISOs are realizing more and more that AI and generative AI models need to be trusted with some decision-making to stay up with new threats. In line with this, cloud service providers and managed security service providers have made major investments in large language models for security applications during the past year. In this article, we highlight the efforts of Microsoft, focusing on the Microsoft AI Tour Mumbai event held in January.
February, 2024
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Multisourcing Service Integration 2023–2024 Market Insights™
The Multisourcing Service Integration 2023–2024 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any MSI project. The report also highlights MSI challenges that enterprises face today.
April, 2024
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Risk vs. Opportunity: How Service Providers Can Navigate US Tariffs Effectively
As the true extent of the U.S. tariff plan becomes clear, a wave of uncertainty is sweeping across global economies. The United States, as the world's largest consumer economy, plays a pivotal role in global trade dynamics. Any disruption in its import/export flows has cascading effects across industries, supply chains, and financial systems. In this climate, US Manufacturers and Retailers that import products, supplies and components will all face significant cost escalation and supply chain risks. Other sectors such as Healthcare, Transportation, and Pharma will also be negatively impacted. While this will cause inflationary pressures and potentially trigger a recession, businesses across every industry will have to postpone or reduce capital investments. This economic turbulence and supply chain disruption will reverberate across the ecosystem and is going to impact Technology and Services firms due to ensuing cost pressures, demand reduction and political sensitivities. So, what lies ahead for the service providers whose fortunes are intertwined with these enterprises?
April, 2025
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Freight and Logistics Digital Services 2025 Market Insights™
The Freight and Logistics Digital Services 2025 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any digital project in the freight and logistics industry. The report also highlights key challenges that enterprises face today in this space.
August, 2025
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Fostering Sustainability in the Supply Chain by Leveraging Digital Platforms
This article sheds light on how enterprises are increasing their reliance on digital platforms and IT for their supply chain management processes to drive green and sustainable practices across the three levels: supplier, organizational, and distribution. By harnessing the power of IT, businesses are gaining the ability to track, analyze, and optimize their supply chains, resulting in reduced environmental impact, improved social responsibility, and enhanced overall sustainability.
July, 2023
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Intelligent Automation Services 2023–2024 RadarView™
The Intelligent Automation Services 2023–2024 RadarView™ assists organizations in identifying strategic partners for IA services by offering detailed capability and experience analyses for service providers. It provides a 360-degree view of key IA service providers across the dimensions of practice maturity, partner ecosystem, and investments and innovation, thereby supporting enterprises in identifying the right services partner. The 70-page report highlights top supply-side trends in IA space and Avasant’s viewpoint on them.
February, 2024
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Business Process Services – Provider Trends CQ4 2023 and CY 2023
In this quarterly report (calendar quarter 4, 2023) and annual report (calendar year, 2023), Avasant provides key information on trends in the business process services (BPS) space. It covers facts and figures about service providers (including revenue and resource trends), macro trends, and executive sentiment from the service provider community. The geographic coverage is global, with a larger share of data points from North America. The report builds on insights gathered through ongoing market research, data collection, and proprietary databases. It includes market data from providers accessed through multiple sources, such as public disclosures, market interactions, and sourcing data.
April, 2024
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Supply Chain Operations Services Business Process Transformation 2025 RadarView™
The Supply Chain Operations Services Business Process Transformation 2025 RadarView™ provides information to assist enterprises in building a supply chain operations services strategy and charting an action plan for supply chain operations service transformation. It identifies service providers that can help expedite global supply chain operations services transformation. It also brings out detailed capability and experience analyses of leading providers to assist businesses in identifying the right strategic partners. The 58-page report highlights key industry trends in the supply chain operations services transformation space and Avasant’s viewpoint.
May, 2025
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Intelligent Sourcing to Autonomous Sites: How AI is Redefining Construction
The engineering and construction (E&C) industry has historically lagged in digital adoption, ranking among the least digitized sectors globally. While industries such as manufacturing built robust digital backbones, construction remained anchored in legacy systems and labor-intensive practices. Avasant’s IT Spending Trends in Construction and Trade Services 2024 highlights that IT budgets in construction are not only smaller in proportion to revenue but also stretched thin across fragmented organizations and project-based models. For small and mid-sized contractors, the industry’s backbone, these constraints often limit investment in next-generation platforms.
September, 2025
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Procurement Business Process Transformation 2023 Market Insights™
The Procurement Business Process Transformation 2023 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any procurement transformation project. The report also highlights the evolution of the procurement function and emerging CPO priorities.
August, 2023
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Intelligent Automation Services 2023–2024 Market Insights™
The Intelligent Automation Services 2023–2024 Market Insights assists organizations in identifying important demand-side trends that are expected to have a long-term impact on their IA projects. The report also highlights the key challenges enterprises face today in this space.
February, 2024
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Business Process Services Pricing and Solution Trends: H2 2023
In this report, Avasant provides key information on pricing and solution trends for the business process services industry from the past 12 months. The report covers various aspects, including market demand, provider solution trends, commercial engagement trends, emerging location trends, and pricing and staffing trends in the space. The geographic coverage is global, with a large share of data points from North America. The report builds on insights gathered through our enterprise interactions, ongoing market research, data collection, and the AvaMark™ Price Benchmarking database.
January, 2024
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Supply Chain Operations Services Business Process Transformation 2025 Market Insights™
The Supply Chain Operations Services Business Process Transformation 2025 Market Insights™ assists enterprises in identifying important demand-side trends that are expected to have a long-term impact on any supply chain operations services transformation engagement. The report also highlights key challenges that enterprises face today.
May, 2025
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From Legacy to Leadership: How State and Local Governments Are Powering Public Services through Technology
State and local governments across the US and Europe are accelerating digital transformation to redefine public service delivery, improve governance, and boost citizen engagement. This technological evolution is integral to achieving resilient, efficient, and equitable public sector outcomes. This article examines the complexity and real-world impact of modernization across critical government functions by weaving enterprise-scale deployments and concrete numerical data into each transition stage.
September, 2025
Supply chain management (SCM)
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