Enterprises are revamping their CX strategies by eliminating data silos between multiple customer touchpoints and different business functions to create a single view of customers and deliver unified CX. Companies across sectors are pivoting toward a business outcome-driven approach to CX transformation that measures and drives key business outcomes such as increasing customer conversion, sales, customer engagement, and cost and inventory optimization. The focus has shifted toward leading with an integrated CX. As a result, the providers focus on a broader spectrum of digital CX services. These trends, among others, are covered in Avasant’s Digital CX Services 2023 RadarView™ and Digital CX Services 2023 Market Insights™.

There have been quite a few competing pressures on IT hiring in recent years. Organizations need more talent, especially those that understand the needs of business and the art of the possible. On the other hand, labor has gotten more expensive and harder to find. Combine the push and pull from these competing factors with economic uncertainty, and this is one of the stranger hiring years in recent memory. This research byte is a brief description of some of the findings in our IT Spending and Staffing Benchmarks 2023/2024 study.

The hybrid workplace has made significant strides since its inception in 2020, with the 2–3-day work-from-home model being widely accepted. Enterprises are dedicated to enhancing employee experience through outcome-based engagements with service providers and experience-level agreements (XLAs) by leveraging emerging technologies such as AI/ML, analytics, IoT, and automation; creating new possibilities in the workplace; and fostering increased collaboration, productivity, and employee satisfaction. These trends, among others, are covered in Avasant’s Digital Workplace Services 2023 RadarView™ and Digital Workplace Services 2023 Market Insights™.

Traditionally, procurement was considered a cost center but, of late, procurement has become a strategic business function within enterprises. As a result, the role of a Chief Procurement Officer (CPO) is evolving from reducing costs to maintaining supply chain resilience in addition to deriving higher value from their sourcing and procurement function. The priority is not new; however, varied supply chain disruptions are bringing it to the forefront. Further, organizations are engaging domain experts and investing in AI, automation, and analytics to generate higher value from the procurement function. They are increasingly leveraging service provider support to parallelly transform people, processes, and technology. As a result, procurement business process transformation deals have grown by over 15% between March 2022 and March 2023. Both demand- and supply-side trends are covered in Avasant’s Procurement Business Process Transformation 2023 Market Insights™ and Procurement Business Process Transformation 2023 RadarView™, respectively.