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Digital is far more than simply investing in new technologies: it’s about driving new revenue and customer experiences as well as harmonizing business silos (or the OneOffice). Success in digital initiatives is also less about technology adoption and more about people and culture (or change management).
Future success in this volatile, uncertain, complex, and ambiguous (VUCA) world will not be a function of the latest digital technology adoption but digital change management. With this objective in mind, HFS shortlisted and assessed 10 leading providers: Accenture, Capgemini, Cognizant, EY, Genpact, IBM, Infosys, KPMG, TCS, and Wipro.
HFS ranked the service providers’ digital-change prowess across five critical components of driving impact in digital operations:
1. Embracing emerging change agents
2. Creating true partnerships
3. Promoting the principles of OneOffice
4. Enabling change management for digital labor
5. Driving real business outcomes.
This Top 10 research is based on structured conversations with these 10 leading service provider executives and multiple clients to understand the investments, capabilities, approaches, and client impact. The research is also augmented with information from publicly available sources.
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