Market Analysis

Impact of COVID-19 on the Global IT/BPM Industry

What you’ll get to know from this report:


The world changed overnight, and the new abnormal is here! We reached out to the global service provider community to understand how they reacted to the global COVID-19 crisis and their immediate outlook for the industry.


An adversity such as COVID-19 typically goes through three phases: 1. Crisis, 2. Stabilization, and 3. Realization, before getting into the state of unleashing people.


This report primarily focuses on assessing the performance of the global IT/BPM industry in phase 1, the crisis phase, and answering these questions:


• How did IT/BPM companies enable work from home (WFH) in response to COVID-19 during the initial phase?

• What were the key enablers and challenges for IT/BPM companies when taking actions to enable WFH?

• How did WFH initiatives in the crisis phase vary by region around the globe?

• What was the relative impact on different IT/BPM services in the short term?

• What is the emerging role of value creation levers (global sourcing, emerging technologies, and other methodologies)?

• What are some salient initiatives by the IT/BPM industry to support the society beyond its clients to deal with the COVID-19 pandemic?


Who should read this report


Executive leaders, business unit leaders, technology leaders, advisors in IT/BPM industry


Service Providers covered:


Concentrix, EPAM, HCL, Hexaware, IBM, Infosys BPM, NIT Tech, Sitel, Sykes, TCS, HGS, Teleperformance, Wipro

Impact of COVID-19 on the Global IT/BPM Industry

(13 Pages)

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