Papers

Value Driven Sourcing in the Digital Era: The New Playbook

Value Driven Sourcing in the Digital Era: The New Playbook

The Business Services Sourcing industry stands to enter a profound period of unprecedented change driven by digitization affecting nearly every type and size of business.  Surviving the next decade demands that the providers of these services undergo a fundamental reinvention of their businesses—from their commercial models, through what and how services are delivered, to the […]

Transforming Pharma through Big Data and Analytics

Transforming Pharma through Big Data and Analytics

The global Pharmaceutical and Biotech industries are in turmoil. While top blockbusters are going off-patent, the decades-long decline in R&D productivity continues and peak sales of launched products are declining. However, it’s not all bad news. The availability of new big data sources and technologies holds the promise to fundamentally transform the Pharma industry. Explore […]

Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Navigating Complexity in HR Outsourcing (HRO) Price Benchmarking

Price benchmarking should be used as a constructive tool  to align the commercials and underlying drivers to market norms. However, if not carried out in a structured and well-thought-out way it can also lead to significant value erosion. This report explains a systematic approach for HRO price benchmarking. It covers:   Typical pricing metrics in […]

By July 7, 2014 Read More →
The Business Impact of Contact Center Attrition

The Business Impact of Contact Center Attrition

Attrition is often considered a “canary in a coal mine”— an indicator of how effectively centers are run and their ability to deliver the desired customer experience outcomes. This study goes one step further and confirms the actual business performance impact associated with attrition. Using quantitative methods, this report illustrates how attrition directly impacts both […]

By June 24, 2014 Read More →
Transition to Cloud: Challenges and Best Practices

Transition to Cloud: Challenges and Best Practices

Just a short while ago—around 2010—the CIOs of many major companies were understandably reluctant to adopt the cloud as their strategic IT solution. Cloud was more of a promising concept that was widely discussed, but very few enterprise leaders really had a clear picture of the possible capabilities and benefits vs. the pitfalls associated with […]

Enterprise Cloud Adoption Survey 2014: Summary of Results

Enterprise Cloud Adoption Survey 2014: Summary of Results

The Everest Group and Cloud Connect launched the Enterprise Cloud Adoption Survey in 2012 to better understand and measure how and why organizations are using cloud solutions, what’s driving their adoption, the challenges they face, and what they plan do in the future. Primary objectives of the 2014 Enterprise Cloud Adoption Survey summary report:   […]

By June 10, 2014 Read More →
A High-Level Guide to Effective Identity Management in the Cloud

A High-Level Guide to Effective Identity Management in the Cloud

Today’s multi-sourced, mobile computing environments create a significant access management nightmare for most companies.  A changing threat landscape, regulatory compliance and heightened online collaboration between employees, contractors, partners and customers all compound the challenge. A user ID, password and manually-managed access credentials just aren’t enough anymore. In this paper, experts provide a high-level view of […]

Onshore Quality at Offshore Prices—Replacing Fears with Facts

Onshore Quality at Offshore Prices—Replacing Fears with Facts

Do you lack confidence in an offshore provider’s ability to deliver a quality outcome when confronted with higher-level tasks? Do you assume that the work performed cannot possibly meet your high standards? You’re not alone—BUT—companies are increasingly facing their fears  and beginning to send tasks related to their more precious in-house (or captive) premier customer […]

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

Modernize Your Legacy Apps for Greater Control and Competitive Advantage

A decade of outsourcing to reduce costs has left many firms with poorly understood, cluttered application portfolios. Other firms have lost in-house expertise or been left with out-of-date documentation due to downsizing. Facing intense global competition and digital age users with ever-growing expectations, the time has come for CIOs to regain control of their IT […]

CIO as the Chief Innovation Officer: How Cloud is Changing the CIO Role

CIO as the Chief Innovation Officer: How Cloud is Changing the CIO Role

It’s a simple fact: the emergence of cloud computing has fundamentally changed the role of the CIO. Learn how CIOs can effectively make the transition from “keepers of the technology” to chief innovators, as well as how a managed cloud solution can help them regain control of this new, multi-sourced environment and all the business […]

Navigating the Digital Mailroom

Navigating the Digital Mailroom

How can enterprises react swiftly to all of the critical information coming from many locations, quickly route it to the right business department for processing, all while ensuring protection and managing any risks associated with the transactions? Through full automation of transactional content with  a digital mailroom, you can dramatically improve the control and monitoring […]

By March 3, 2014 Read More →
Finding Nirvana in AP Automation and Outsourcing

Finding Nirvana in AP Automation and Outsourcing

Nirvana: Joy, freedom from pain and worry – an end to suffering. Suffering is something with which many Accounts Payable professionals, groaning under the burden of error-prone, manual processes, are all too familiar. Nirvana, in the form of AP automation and outsourced processing, awaits. This white paper will show how automation and outsourcing can relieve […]

By February 3, 2014 Read More →
Is Your Data Dirty?

Is Your Data Dirty?

Pre-adjudication—anything that happens before the payment of a claim—is especially valuable for today’s health plans, benefit administrators and networks. By focusing on the front end, the pre-adjudication process ultimately helps to reduce operational costs, increase adjudication and first-pass rates, and improve overall customer service. This paper explores: • The challenges of healthcare claims processing • […]

By January 20, 2014 Read More →
The Great Underwriting Transformation: From Ugly Duckling to Golden Goose

The Great Underwriting Transformation: From Ugly Duckling to Golden Goose

The P&C insurance industry is undergoing a radical change, one that’s turning its traditional business model upside-down. For as long as most of us can remember, insurance providers made the bulk of their money from investment income. The industry managed to generate decent Return on Equity (ROE) despite combined ratios above 100. But, along came […]

Customer Intelligence is the New Black

Customer Intelligence is the New Black

A superior customer experience enabled by actionable insights is often the holy grail of business for the modern-day enterprise, irrespective of a B-to-B or a B-to-C model. This whitepaper by Frost and Sullivan unravels why Customer Intelligence is the new black, by addressing some key questions on the power of customer insights. The whitepaper contains […]