Latest Reports

• A New Era of AI: From Hidden Tool to Consumer Staple

  Artificial intelligence (AI) adoption has been traditionally difficult to track, as AI was mostly embedded in software. As such, end users did not typically perceive it as AI as much as a function of the product. However, a recent round of consumerization of AI tools has changed the landscape and use of AI in the enterprise. This Research Byte summarizes our full report on AI technology trends.

  January, 2025

• Transforming Payroll for Enhanced Compliance, Efficiency, and Employee Experience

  The payroll services industry has evolved significantly with AI, ML, and automation, driving accuracy, compliance, and predictive analytics. Cloud-based solutions have gained prominence, offering scalability, security, and real-time access, meeting the needs of enterprises globally. The continuation of remote and hybrid work has increased demand for global payroll systems that seamlessly integrate localized compliance with cross-border workforce management. Employee satisfaction is a key focus, with self-service portals and mobile access enhancing engagement and transparency. These advancements foster smarter, agile, and employee-centric payroll systems, driving efficiency, cost savings, and compliance. These developments fuel the demand for payroll services that enable enterprises to achieve operational efficiency, cost savings, and regulatory compliance, evidenced by about 18% growth in service providers’ revenue.

  January, 2025

• Shifting from Transactional to Value-based F&A Services due to Evolving Customer Expectations

  The finance and accounting (F&A) BPO industry is navigating a dynamic phase marked by rapid technological advancements, evolving regulatory landscapes, and shifting client expectations. Service providers are adopting advanced technologies such as AI, ML, and RPA to automate routine tasks, improve compliance accuracy, and deliver financial insights. Meanwhile, regulatory changes are pushing for more stringent reporting and data transparency, compelling providers to innovate in governance and risk management practices. These developments are fueling the demand for F&A BPO services that enable organizations to achieve cost optimization, scalability, and strategic decision-making, evidenced by about a 13% growth in service providers’ revenue. Both demand- and supply-side trends are covered in Avasant’s Finance and Accounting Business Process Transformation 2024–2025 Market Insights™ and Finance and Accounting Business Process Transformation 2024–2025 RadarView™, respectively.

  January, 2025

• Blockchain Services: Advancing Innovation, Sustainability, and Security through Blockchain Technology

  Enterprises are increasingly adopting blockchain to enhance transparency, security, and efficiency across various sectors. The banking, government, and manufacturing sectors are leading with the maximum success rate in converting blockchain projects from proofs of concepts (POCs) to production. Blockchain fosters consumer trust through supply chain transparency and product authenticity. The integration of AI with blockchain drives data integrity and decentralized networks. Central banks are developing central bank digital currencies (CBDCs) to streamline cross-border payments. Additionally, blockchain supports sustainable innovation and regulatory compliance, promoting green finance and verifying carbon credits for environmental goals.

  December, 2024

• Utilizing Generative AI and Intelligent Automation to Digitize the Consumer Goods Industry

  Consumer packaged goods (CPG) companies are increasingly investing in AI-driven marketing technologies to enhance campaign effectiveness, establish brand differentiation, and improve ROI. They are also leveraging IoT solutions to optimize supply chain efficiency and ensure product availability while utilizing blockchain technology to guarantee product authenticity. Moreover, the use of generative AI is helping CPG companies identify new market opportunities and aid in product development. In manufacturing, companies are adopting smart practices like 3D printing, collaborative robots, and AI to reduce operational waste and minimize inventory needs. Additionally, they are rethinking product packaging to meet their ESG goals while maintaining sustainable supply chains for raw material procurement.

  December, 2024

• SAP S/4HANA–Generative AI Confluence Drives Efficient Operations and Accurate Business Decisions

  As enterprises seek to enhance operational efficiency and user experience, the integration of generative AI with SAP S/4HANA is gaining momentum. This is driving improvements in critical business processes such as procurement, financial management, supply chain optimization, and asset maintenance. Service providers are responding by developing tailored, industry-specific AI solutions through in-house efforts and collaboration with SAP and other technology partners. To maximize the ROI and reduce time to market, organizations are adopting phased implementation strategies, testing outcomes through proof of concepts, and leveraging service providers’ assets with preconfigured business processes.

  December, 2024

• Intelligent Automation Services: Enabling Next-Gen Automation through Gen AI

  Advancements in AI and generative AI technologies such as synchronous AI agents, copilots, and autonomous visual reasoning tools, like Anthropic's computer use, are revolutionizing the automation landscape. Enterprises are increasingly focusing on automating complex use cases that traditionally required intensive human intervention, including customer experience management, sales lead qualification, and real-time decision-making tasks. This shift has prompted organizations to elevate their investments in automation, prioritizing the development of truly touchless workflows capable of handling intricate processes. By leveraging these advanced AI capabilities, enterprises can achieve seamless integration, scalability, and higher operational efficiency. Both demand-side and supply-side trends are covered in Avasant’s Intelligent Automation Services 2024–2025 Market Insights™ and Intelligent Automation Services 2024–2025 RadarView™, respectively.

  December, 2024

• IT Wages to Rise 3.3% at the Median in 2025, Salary Study Finds

  This has been a year of significant shifts in the IT job market, marked by both layoffs at big tech companies and continued demand for skilled professionals at end-user companies. While large tech companies made headlines with layoffs earlier in the year, the overall IT job market remains stronger than expected. Despite the changes in 2024, unemployment remains at low levels and inflation is coming under control.

  December, 2024

• Advancements in Generative AI and Data Analytics are Redefining Customer Experience and Driving Loyalty and Growth

  Enterprises are increasingly adopting generative AI, advanced analytics, and automation to enhance customer experience (CX) and improve agent productivity. The introduction of agentic AI is expected to further elevate CX by autonomously performing complex tasks, enabling hyperpersonalized interactions, and improving operational efficiency. Voice-enabled technologies are poised to play a more significant role as organizations prioritize aligning employee experience with AI-driven solutions. The seamless integration of customer, employee, and user experiences will be critical to building loyalty and driving business growth. Data integration challenges and evolving regulatory landscapes will push enterprises to effectively balance innovation with compliance to transform the CX ecosystem.

• Cognizant’s Strategic Advances in Health Sciences: A Recap of Analyst and Advisor Day

  The healthcare and life sciences (HLS) sector is undergoing a significant transformation. At the recent Cognizant Analyst and Advisor Day 2024, Cognizant highlighted its strategic advancements in HLS, focusing on patient-centered care, operational efficiency, and technological innovations. Key highlights included AI-driven solutions, such as the Neuro® AI platform, advancements in drug discovery, and models for remote healthcare delivery. Additionally, Cognizant emphasized its partnerships with industry leaders and its commitment to sustainability and scalability. These initiatives position Cognizant as a transformative leader in the HLS sector, driving innovation and improving efficiency in healthcare delivery.

  December, 2024

• AWS Charts a Bold Path in Generative AI with Amazon Q, Nova Models, and Bedrock Innovations

  Since its debut at the last AWS re:Invent, Amazon Q has evolved significantly, introducing new features that extend beyond automating content search, creation, and task management for knowledge workers, developers, and call center managers. In our article, Can Amazon Q Be to Business Users and Developers What Q Is to Bond?, we explored how Amazon Q integrates with AWS platforms such as QuickSight and Amazon Connect to enhance data-driven insights and customer support.

  December, 2024

• RPA Paradox: High Satisfaction Amid Low Adoption and ROI Challenges

  Robotic process automation (RPA) has changed how organizations operate. By automating repetitive, rule-based tasks, RPA frees up human workers to focus on more strategic and creative endeavors. However, despite high satisfaction among adopters, RPA remains a maturing technology marked by low adoption and ROI success rates, highlighting a possible gap between user experience and the broader business impact. This Research Byte provides a summary of our full report on RPA Adoption Trends and Customer Experience.

  December, 2024