Expertise & Ecosystems: A Conversation with Jennifer Barry McGrath of Concentrix

The value of vertical expertise and the ability to work as a collaborative partner have never been higher than today, as the global economy undergoes a fundamental shift from legacy technology and business models to the more digitally-enabled As-a-Service economic model. But creating and leveraging that value requires a different approach than it has in the past.

During our recent HfS Working Summit on the rise of the As-a-Service Economy (May 12th, 2015 in Dallas, TX), I had a chance to sit down with Jennifer Barry McGrath of Concentrix. Her role in leading Global Industry and Influencer Engagement has provided her with an interesting perspective on how service providers, and the sourcing industry at large, can forge the right partnerships, and achieve the right outcomes, within the As-a-Service Economy.

Jennifer’s thoughts on the value of talent and vertical expertise, as well as the right approach to partnering with a customer’s ecosystem, cut right to the challenges we face as the As-a-Service Economy disrupts the legacy business model.

A few key themes of our conversation include:

On the impact of As-a-Service: Enterprises are learning the need to move quickly – they don’t need large legacy systems on premises any longer. Everyone wants to get there [As-a-Service] quick, but there are dependencies that need to be considered.

Regarding value of vertical expertise: Expertise in the verticals, owning the process, and bringing the right talent are key building loyalty.  

On mitigating risk for the enterprise buyer: Providers must be nimble to deliver speed to benefit for the enterprise – it allows you to assume risk from the enterprise and deliver the right solutions.

Discussing customer-driven outcomes: Delivering the back-office functionality and empowering the enterprise is how you help deliver customer outcomes. Making sure our approach and their needs match is critical to success and loyalty.

On the customer ecosystem: Finding the ideal customer is really about finding the right partner – understanding the enterprise ecosystem is fundamental. 

Thanks again to Jennifer and Concentrix for their support and sponsorship of this Working Summit, and for sharing their insights with the HfS global community.