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ISG 2013 EMEA SIC Market Update

John Keppel, Partner & President, ISG, North Europe
22nd October 2013
#ISGSIC
© 2013 Information Services Group, Inc. All Rights Reserved.
Proprietary and Confidential. No part of this document may be reproduced in any form or by any electronic or mechanical means,
including information storage and retrieval devices or systems, without prior written permission from Information Services Group, Inc.
Market Snapshot
What does the rearview tell us?

© 2013 Information Services Group, Inc. All Rights Reserved
A turbulent period some winners and some losers…

1

Global Outsourcing Spend ($B)
Americas

EMEA

2

Asia Pacific

Post Recession: EMEA is Up
Americas

EMEA

Asia Pacific

$88
$10
$38

$100
$11

$102
$11

$104
$11

11%

11%

$42

$47

$50

$51

43%

50%

$40

$41

$43

$41

$41

46%

39%

2008

3

$93
$11

2009

2010

2011

2012

2008

2012

Indian Service Provider
Market Share Has Doubled

Global Outsourcing Spend
Today

4 Yrs Ago

18%

7%

2008

4

$
2012

$88 B

↑18%

$

$104 B

1 and 2 Quadrant Data excludes all government and telco to telco transactions
© 2013 Information Services Group, Inc. All Rights Reserved

3
Q3 2013 View
What does the world look like now?

© 2013 Information Services Group, Inc. All Rights Reserved
Broader Market Contract Award Trends
3Q Broader Market ACV of just under $6B was up 1% Y/Y and up 65% Q/Q
and resulted in the best third quarter ever.
Year-to-date Broader Market ($B)*
1H ACV

3Q ACV
$4.4

$5.6

$5.7

$3.9

$4.1

$7.6

$9.6

$9.6

$12.0

$9.8

$11.8

07

08

09

10

11

12

$3.7

$3.5

$2.6

$2.9

$8.4

$8.2

$8.5

2004

05

06

$5.8
$8.3

2013

Year-to-date Contracting Counts
1H Counts

96
297

2004

191

115
262

129

149

295

299

364

05

06

07

08

© 2013 Information Services Group, Inc. All Rights Reserved

3Q Counts
208

228

472

505

09

10

273

255

353

604

601

485

11

12

2013

5
Broader Market New Scope & Restructuring Trends
New scope ACV of $3.2B was off 19% Y/Y against a tough 3Q12 compare, but up
21% Q/Q. Restructuring ACV of $2.6B was the highest quarter to date.
New Scope Year-to-date ACV ($B)*
1H ACV

Restructuring Year-to-date ACV ($B)*
1H ACV

3Q ACV

$2.6
$3.9
$2.8 $3.1
$3.1
$2.3
$3.2
$2.0
$7.4
$8.7 $7.1 $8.0
$7.4
$7.0 $6.3 $5.0 $6.1
$5.1
$2.4 $2.5

2004

05

06

07

08

09

10

11

12

2013

$1.3

$1.0

$1.4

$1.9

2004

05

New Scope Year-to-date Counts
1H Counts

75

91

249 211

2004

05

109

128

154

232

245

291

06

07

08

$0.6
$3.5

06

365

171
392

© 2013 Information Services Group, Inc. All Rights Reserved

10

$2.6

$2.6

$3.8

$3.2

11

12

2013

$1.0

$1.0

$1.8

$2.5

$1.5

$2.2

$2.2

$3.4

07

08

09

10

1H Counts

3Q Counts

205 198 238
453

454

352
21
48

09

$1.8

$0.7

Restructuring Year-to-date Counts

3Q Counts
172

3Q ACV

11

12

2013

24
51

20
63

2004

05

06

36

57

68

57

115

21
54

37
73

107

113

151 147 133

07

08

09

10

11

12

2013

6
Broader Market Contract Trends by Deal Size
Ten Mega-relationships were awarded in 3Q13, yet the market is being
driven increasingly by smaller contract awards.
Boarder Market Quarterly
ACV(B)* by Bands
$5-39M

$2.7 $3.1

$3.6

$40-99M

$1.7

$2.3

3Q11 4Q

$2.2
$0.8

1Q

$100M +

$2.5 $2.8 $2.9 $2.8

$1.3 $1.1 $1.4 $1.3 $1.2 $1.4

$1.7

Broader Market Quarterly
Counts by Bands
$5-39M

$3.3

246

270

$40-99M

$100M +

323

296
241

226

242

256
187

$1.9

$0.7 $0.9 $1.1

21

18

23

23

20

23

13

16

20

$1.0 $1.4 $0.7 $1.4

6

12

6

12

9

7

8

5

10

2Q 3Q12 4Q

© 2013 Information Services Group, Inc. All Rights Reserved

1Q

2Q 3Q13

3Q11 4Q

1Q

2Q 3Q12 4Q

1Q

2Q 3Q13

7
ITO Contract Award Trends
3Q ITO ACV of almost $4.4B was up 15% Y/Y and 100% Q/Q. ITO ACV
performance was the best third quarter ever.
ITO Year-to-date ACV ($B)*
1H ACV

3Q ACV

$1.6
$6.3

$1.9
$5.7

$2.6

$4.8

$2.4
$6.0

$3.0

$6.5

$6.8

2004

05

06

07

08

09

$2.8

ITO Year-to-date Counts
1H Counts

119

70

72

95

184 165

173

194

230

06

07

08

62

2004

05

131

320

316

09

10

© 2013 Information Services Group, Inc. All Rights Reserved

$3.9

$7.3

11

10

$3.8

$6.3

$9.2

12

YTD 3Q12
166 164 247
377 374

11

$4.4
$5.3

2013

ITO YTD Industry ACV ($B)*

3Q Counts
136

$3.2

12

298

2013

Manufacturing
Financial Services
Telecom & Media
Energy
Travel, Transport, Leisure
Healthcare & Pharma
Business Services
Retail

YTD 3Q13

$0.69
$0.67
$0.64
$0.36

$2.04
$2.58
$1.31
$1.38

8
BPO Contract Award Trends
3Q BPO ACV of just under $1.4B was down 29% Y/Y but up 5% Q/Q. YTD
performance slowed as BPO dropped 31% from a year ago.
BPO Year-to-date ACV ($B)*
1H ACV

$0.9
$3.6

$1.1
$2.2

06

$1.3

08

07

$1.1
$2.8

09

10

BPO YTD Counts
1H Counts

34

45

113 97

2004

05

57

54

72

122

105

134

06

07

08

72
152

189

09

10

© 2013 Information Services Group, Inc. All Rights Reserved

$3.5

$2.9

11

$1.9
$4.5

$1.4

12

2013

$3.1

BPO YTD Industry ACV ($B)*
YTD 3Q12

3Q Counts
97

$1.7

$1.2

$3.1

$1.0
$2.0

05

2004

$1.0
$2.2

3Q ACV

107

91 106

227 227

11

12

187

2013

Financial Services
Manufacturing
Telecom & Media
Energy
Travel, Transport, Leisure
Business Services
Healthcare & Pharma
Retail

YTD 3Q13
$1.18
$0.68
$1.08
$0.45
$0.37
$0.17
$0.33
$0.17

9
Top Service Providers Across the Globe
85% of the Top 20 ITO Provider list is unchanged from previous years. The Top 20 BPO group
has more turnover, yet 40% of Top BPO providers do repeat year-to-year.
ITO 2013 YTD

BPO 2013 YTD

► Accenture

► Infosys

► Accenture

► Fidelity

► AT&T

► Mahindra
Satyam

► Aditya Birla
Minacs

► HCL

► Nihon Unisys

► Allscripts

► Polaris Software
Labs

► Aon Hewitt

► StarTek

► Singtel Optus

► Capgemini

► Atos
► BT
► Capgemini
► CGI
► CSC
► Dell
► HCL
► HP
► IBM

► TCS
► T-Systems
► Wipro
► Xerox

► Atos
► Capita Group
► CGI
► Communisis
► CSG

► Infosys
► TCS
► Virtusa
► Wipro
► WNS
► Xchanging
► Xerox

Note: Service providers in alphabetical order; no rankings implied.
Placements based on ACV from commercial contract awards sourced from ISG Contracts Knowledgebase ®.

© 2013 Information Services Group, Inc. All Rights Reserved

10
EMEA Contract Award Trends
EMEA 3Q ACV of $3.5B was up 16% Y/Y and 88% Q/Q. The strongest 3Q ACV ever
was driven by nine Mega-relationships and very high contracting activity.
EMEA Year-to-date ACV ($B)*
1H ACV

3Q ACV

$2.0
$1.3

$2.1

$1.3

$1.5

$2.9

$4.1

$2.9

$3.3

2004

05

06

$5.9

07

08

44 45
128 115

2004

05

94

66

63

113

125

171

06

07

08

09

201

102
204

$3.1

$3.5

$5.6

$5.0

$5.1

$4.3

10

11

12

2013

Segment Details Like-Quarter ACV ($B)*
Prior 5 Like-Qtr Range
3Q12

3Q Counts

94

$3.2

$1.6
$4.1

YTD Counts
1H Counts

$2.0

124

111

176

$4

272

252 245

$2

Avg of 5 Prior Like-Qtrs
3Q13

$2.9
$1.8

$1.7
$0.6

$0

09

© 2013 Information Services Group, Inc. All Rights Reserved

10

11

12

2013

New Scope Restructuring

ITO

BPO

11
EMEA Contract Award Trends Detail
DACH, France and Southern Europe had strong quarters, up Y/Y and Q/Q. YTD,
Transportation was up 88%, while weakness persisted in FS and Manufacturing.
EMEA Sub-regions 5 Prior Like-Quarter ACV ($B)*
Prior 5 Like-Qtr Range

Avg of 5 Prior Like-Qtrs

3Q12

3Q13

EMEA Industries YTD ACV ($B)*
YTD 3Q12

YTD 3Q13

Financial Services

$1.6
$1.4

Manufacturing

$1.2

$2.3

Travel, Transport,
Leisure

$1.02

$1.0
$0.8
$0.6

$0.55
$0.38
$0.21

$0.2

$0.21

$0.31
$0.04

Nordics

DACH

Africa &
Middle
East

© 2013 Information Services Group, Inc. All Rights Reserved

France

Benelux Southern E. Europe
Europe & Russia

$1.2

Telecom & Media
Business Services

$0.0
U.K. &
Ireland

$1.2

Energy

$0.84

$0.4

$1.6

Healthcare & Pharma
Retail

$0.6
$0.5
$0.2
$0.2

12
The Next Generation of Sourcing
What Happens Next?

© 2013 Information Services Group, Inc. All Rights Reserved
This time last year we introduced the 4th Generation concept
Hang on a minute it is only 2013! What happened to 10 year cycles of
change?

1990

2000

2010

?
Dynamic

Pluralistic
Bipartisan
Monolithic

But we didn’t see
huge evidence in
2012 deal data to
really frighten us?

© 2013 Information Services Group, Inc. All Rights Reserved

14
Things sure got real in Q3 2013
Are we seeing the Generation 4 impact revealed in the numbers?
BEST 3Q PERFORMANCE EVER
FOR BOTH ACV AND NUMBER

STRONGEST 3Q ITO
PERFORMANCE EVER

OF CONTRACTS AWARDED

Boarder Market Quarterly
ACV(B)* by Bands
$5-39M

$40-99M

$5-39M

246
$1.9

OVER PREVIOUS HIGH WATER
MARK BUT VALUES HOLDING

Broader Market Quarterly
Counts by Bands

$100M +

$3.6
$2.7 $3.1
$2.5 $2.8 $2.9 $2.8

NEW SCOPE COUNTS UP 20%

EMEA HAS STRONGEST
3Q PERFORMANCE EVER

270

$40-99M

$100M +
323

296
241

$3.3

226

242

256
187

$1.3 $1.1 $1.4 $1.3 $1.2 $1.4 $0.7 $0.9 $1.1

21

18

23

23

20

23

13

16

20

$1.7 $2.3

6

12

6

12

9

7

8

5

10

3Q11 4Q

$0.8

1Q

$2.2 $1.7

$1.0 $1.4 $0.7 $1.4

2Q 3Q12 4Q

© 2013 Information Services Group, Inc. All Rights Reserved

1Q

2Q 3Q13

3Q11 4Q

1Q

2Q 3Q12 4Q

1Q

2Q 3Q13

15
The Crowded space becomes the Clouded Space!
We were just getting used to Multisourcing!
G-2000 Companies Who Source by Sourcing Strategy
2010

64.1%

2005
2000

47.5%
32.6%

18.4%
27.5%
41.9%

17.5%
25.0%
25.6%

True Multi-Source
Environment
Multi-Source where one
Service Provider wins
80% of spend
Single Source

+

© 2013 Information Services Group, Inc. All Rights Reserved

16
ISG’s Prediction: The Future of Sourcing
Confederation brings new players, more automation, provides room for
XaaS solutions and requires Service Integration.
Market 5 - 10 Years Ago

Last 3 Years

Strategic & Selective Sourcing

All Towers

Next 3 to 5 Years

Multi-Sourcing

Confederation
Service Integration

Tower

Function

OR


Infrastructure



ADM



Function

Tower

BPO Function(s)

Function
Function

Tower

Function
Tower

Function

Functional
Out-Tasking
EMC
SFDC
Akamai Google
VMWare Amazon
Hitachi
IBM
iPSoft Workday
Oracle
etc.

Internal Shared Services/Captives

Importance
of Labor Arbitrage

© 2013 Information Services Group, Inc. All Rights Reserved

Importance
of Software, Platforms,
Labor Automation, & Scalability

17
Disruptive Technologies Driving Change…..
….and shaping the CIO Agenda and CxO’s management & business
influence.
Social Media
Collaboration

Mobility

BYOD

Analytics & Big Data

Cloud
Computing & Storage

© 2013 Information Services Group, Inc. All Rights Reserved

Continued cost pressure and the
increasing importance of e-commerce
are significant influences that ISG
observes on current client sourcing
activity.
Recent buying patterns demonstrate
cost objectives are still primary, but
the focus is shifting fast in 2013
toward more business oriented
sourcing objectives with innovation
and new capabilities at the core.
The wave of necessary ERP upgrades
will change the market and facilitate
opportunities for outsourcing service
providers.
18
Key Long-Term Shifts in Buyer Behaviour (linked)
We shared ISG’s perspective on 1 & 2 in 2012, the interest in vertical BPO is a symptom,
these three represent a perfect storm for providers unwilling or unable to change.

1

Shift in Enterprise Decision
Maker’s Solution Requirements
IT Buyers

3

Business Need

2

Shift in Pricing Requirement to
Consumption or Outcome
Pricing Bands

Utility Pricing

Shift in BPO Enterprise Purpose
Spurring Activity
Traditional Back-office

Industry Specific

$
© 2013 Information Services Group, Inc. All Rights Reserved

19
These changes have implications for us all…
As our clients needs shift to take advantage of their new realities our services must also
adapt to maintain our position and relevance. For us the need was perhaps more urgent we
began our change 3 years ago.

►
►
►
►
►
►
►
►
►

© 2013 Information Services Group, Inc. All Rights Reserved

Is a market navigator for clients
Is an advisor on change enablement
Is a market research provider
Is a managed services provider in post contract
support
Has emerging technology analysts
Has a Cloud business unit
Initiates solution led procurements
Is redefining the sourcing of the future (5G)
Is partnering with key industry participants

20
Competition
What are the others experiencing?

© 2013 Information Services Group, Inc. All Rights Reserved
A Tale of Two Groups
It was good while it lasted but the world is changing fast on everyone…
Market Share Shifts 2009 - 2012

CAGR Disparity 2005 - 2012

India-heritage Providers

India-heritage
2005
ACV Awards
13%

7%

ACV

Western-heritage Providers
© 2013 Information Services Group, Inc. All Rights Reserved

12%

32%

9%

Awards

7%

2009

2012

16%

0.4%

Western-heritage
22
Key Long-Term Shifts in Buyer Behaviour (linked)

1

Continue Winning in the Mature
UK and US Restructuring Markets

2

India-heritage Restructuring ACV Market Share

20%
4%
2005

3

2009

$

India-heritage BPO ACV Market Share

36%

16%

$

2012 Investment

Make New Inroads into the
Global Public Sector Markets

$$$

Capitalize on BPO Growth via
Investment in Vertical Solutions

2005

4

$
2009

Increase European Market Share
via Enhanced Offshore Value Prop
India-heritage European ACV Market Share
7%

2005-08

© 2013 Information Services Group, Inc. All Rights Reserved

2012 Investment

13%

2009-12

23
Staying Ahead: What got you here will not get you there.
Larger providers grapple with higher overhead costs and change resistance. India-heritage
providers need new growth engines and face new economic realities. Smaller players may
make some gains, expect more consolidation.
Capturing the Expected Growth in the Mid-Market

► India-heritage Providers have proven offshoring credentials.
► Western providers have started to create dedicated mid-market organizations

Lower Cost of Switching Puts Everybody on Notice

► Equal threat to all providers, no matter their heritage.
► Incumbency advantage disappearing as transitions become less painful.

ITO Challenge

► Get familiar with the new buyers of emerging technologies, who sit outside the

CIO’s organization.

BPO Challenge

$

► Pay for outcomes, rather than for bodies/volumes is becoming the norm.
► Industry or process oriented solutions built on scalable and flexible (cloud)

infrastructure are generating interest.

© 2013 Information Services Group, Inc. All Rights Reserved

24
Q&A

© 2013 Information Services Group, Inc. All Rights Reserved
#ISGSIC

www.isg-one.com
knowledge powering results®
Information Services Group is a leading technology insights, market intelligence and advisory services company, serving more than 450 clients around the
world to help them achieve operational excellence. ISG supports private and public sector organizations to transform and optimize their operational
environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation,
program management services and enterprise resource planning. Clients look to ISG for unique insights and innovative solutions for leveraging technology,
the deepest data source in the industry, and more than five decades of experience of global leadership in information and advisory services. Based in
Stamford, Conn., the company has more than 800 employees and operates in 21 countries.

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Sourcing Market Overview

  • 1. ISG 2013 EMEA SIC Market Update John Keppel, Partner & President, ISG, North Europe 22nd October 2013 #ISGSIC © 2013 Information Services Group, Inc. All Rights Reserved. Proprietary and Confidential. No part of this document may be reproduced in any form or by any electronic or mechanical means, including information storage and retrieval devices or systems, without prior written permission from Information Services Group, Inc.
  • 2. Market Snapshot What does the rearview tell us? © 2013 Information Services Group, Inc. All Rights Reserved
  • 3. A turbulent period some winners and some losers… 1 Global Outsourcing Spend ($B) Americas EMEA 2 Asia Pacific Post Recession: EMEA is Up Americas EMEA Asia Pacific $88 $10 $38 $100 $11 $102 $11 $104 $11 11% 11% $42 $47 $50 $51 43% 50% $40 $41 $43 $41 $41 46% 39% 2008 3 $93 $11 2009 2010 2011 2012 2008 2012 Indian Service Provider Market Share Has Doubled Global Outsourcing Spend Today 4 Yrs Ago 18% 7% 2008 4 $ 2012 $88 B ↑18% $ $104 B 1 and 2 Quadrant Data excludes all government and telco to telco transactions © 2013 Information Services Group, Inc. All Rights Reserved 3
  • 4. Q3 2013 View What does the world look like now? © 2013 Information Services Group, Inc. All Rights Reserved
  • 5. Broader Market Contract Award Trends 3Q Broader Market ACV of just under $6B was up 1% Y/Y and up 65% Q/Q and resulted in the best third quarter ever. Year-to-date Broader Market ($B)* 1H ACV 3Q ACV $4.4 $5.6 $5.7 $3.9 $4.1 $7.6 $9.6 $9.6 $12.0 $9.8 $11.8 07 08 09 10 11 12 $3.7 $3.5 $2.6 $2.9 $8.4 $8.2 $8.5 2004 05 06 $5.8 $8.3 2013 Year-to-date Contracting Counts 1H Counts 96 297 2004 191 115 262 129 149 295 299 364 05 06 07 08 © 2013 Information Services Group, Inc. All Rights Reserved 3Q Counts 208 228 472 505 09 10 273 255 353 604 601 485 11 12 2013 5
  • 6. Broader Market New Scope & Restructuring Trends New scope ACV of $3.2B was off 19% Y/Y against a tough 3Q12 compare, but up 21% Q/Q. Restructuring ACV of $2.6B was the highest quarter to date. New Scope Year-to-date ACV ($B)* 1H ACV Restructuring Year-to-date ACV ($B)* 1H ACV 3Q ACV $2.6 $3.9 $2.8 $3.1 $3.1 $2.3 $3.2 $2.0 $7.4 $8.7 $7.1 $8.0 $7.4 $7.0 $6.3 $5.0 $6.1 $5.1 $2.4 $2.5 2004 05 06 07 08 09 10 11 12 2013 $1.3 $1.0 $1.4 $1.9 2004 05 New Scope Year-to-date Counts 1H Counts 75 91 249 211 2004 05 109 128 154 232 245 291 06 07 08 $0.6 $3.5 06 365 171 392 © 2013 Information Services Group, Inc. All Rights Reserved 10 $2.6 $2.6 $3.8 $3.2 11 12 2013 $1.0 $1.0 $1.8 $2.5 $1.5 $2.2 $2.2 $3.4 07 08 09 10 1H Counts 3Q Counts 205 198 238 453 454 352 21 48 09 $1.8 $0.7 Restructuring Year-to-date Counts 3Q Counts 172 3Q ACV 11 12 2013 24 51 20 63 2004 05 06 36 57 68 57 115 21 54 37 73 107 113 151 147 133 07 08 09 10 11 12 2013 6
  • 7. Broader Market Contract Trends by Deal Size Ten Mega-relationships were awarded in 3Q13, yet the market is being driven increasingly by smaller contract awards. Boarder Market Quarterly ACV(B)* by Bands $5-39M $2.7 $3.1 $3.6 $40-99M $1.7 $2.3 3Q11 4Q $2.2 $0.8 1Q $100M + $2.5 $2.8 $2.9 $2.8 $1.3 $1.1 $1.4 $1.3 $1.2 $1.4 $1.7 Broader Market Quarterly Counts by Bands $5-39M $3.3 246 270 $40-99M $100M + 323 296 241 226 242 256 187 $1.9 $0.7 $0.9 $1.1 21 18 23 23 20 23 13 16 20 $1.0 $1.4 $0.7 $1.4 6 12 6 12 9 7 8 5 10 2Q 3Q12 4Q © 2013 Information Services Group, Inc. All Rights Reserved 1Q 2Q 3Q13 3Q11 4Q 1Q 2Q 3Q12 4Q 1Q 2Q 3Q13 7
  • 8. ITO Contract Award Trends 3Q ITO ACV of almost $4.4B was up 15% Y/Y and 100% Q/Q. ITO ACV performance was the best third quarter ever. ITO Year-to-date ACV ($B)* 1H ACV 3Q ACV $1.6 $6.3 $1.9 $5.7 $2.6 $4.8 $2.4 $6.0 $3.0 $6.5 $6.8 2004 05 06 07 08 09 $2.8 ITO Year-to-date Counts 1H Counts 119 70 72 95 184 165 173 194 230 06 07 08 62 2004 05 131 320 316 09 10 © 2013 Information Services Group, Inc. All Rights Reserved $3.9 $7.3 11 10 $3.8 $6.3 $9.2 12 YTD 3Q12 166 164 247 377 374 11 $4.4 $5.3 2013 ITO YTD Industry ACV ($B)* 3Q Counts 136 $3.2 12 298 2013 Manufacturing Financial Services Telecom & Media Energy Travel, Transport, Leisure Healthcare & Pharma Business Services Retail YTD 3Q13 $0.69 $0.67 $0.64 $0.36 $2.04 $2.58 $1.31 $1.38 8
  • 9. BPO Contract Award Trends 3Q BPO ACV of just under $1.4B was down 29% Y/Y but up 5% Q/Q. YTD performance slowed as BPO dropped 31% from a year ago. BPO Year-to-date ACV ($B)* 1H ACV $0.9 $3.6 $1.1 $2.2 06 $1.3 08 07 $1.1 $2.8 09 10 BPO YTD Counts 1H Counts 34 45 113 97 2004 05 57 54 72 122 105 134 06 07 08 72 152 189 09 10 © 2013 Information Services Group, Inc. All Rights Reserved $3.5 $2.9 11 $1.9 $4.5 $1.4 12 2013 $3.1 BPO YTD Industry ACV ($B)* YTD 3Q12 3Q Counts 97 $1.7 $1.2 $3.1 $1.0 $2.0 05 2004 $1.0 $2.2 3Q ACV 107 91 106 227 227 11 12 187 2013 Financial Services Manufacturing Telecom & Media Energy Travel, Transport, Leisure Business Services Healthcare & Pharma Retail YTD 3Q13 $1.18 $0.68 $1.08 $0.45 $0.37 $0.17 $0.33 $0.17 9
  • 10. Top Service Providers Across the Globe 85% of the Top 20 ITO Provider list is unchanged from previous years. The Top 20 BPO group has more turnover, yet 40% of Top BPO providers do repeat year-to-year. ITO 2013 YTD BPO 2013 YTD ► Accenture ► Infosys ► Accenture ► Fidelity ► AT&T ► Mahindra Satyam ► Aditya Birla Minacs ► HCL ► Nihon Unisys ► Allscripts ► Polaris Software Labs ► Aon Hewitt ► StarTek ► Singtel Optus ► Capgemini ► Atos ► BT ► Capgemini ► CGI ► CSC ► Dell ► HCL ► HP ► IBM ► TCS ► T-Systems ► Wipro ► Xerox ► Atos ► Capita Group ► CGI ► Communisis ► CSG ► Infosys ► TCS ► Virtusa ► Wipro ► WNS ► Xchanging ► Xerox Note: Service providers in alphabetical order; no rankings implied. Placements based on ACV from commercial contract awards sourced from ISG Contracts Knowledgebase ®. © 2013 Information Services Group, Inc. All Rights Reserved 10
  • 11. EMEA Contract Award Trends EMEA 3Q ACV of $3.5B was up 16% Y/Y and 88% Q/Q. The strongest 3Q ACV ever was driven by nine Mega-relationships and very high contracting activity. EMEA Year-to-date ACV ($B)* 1H ACV 3Q ACV $2.0 $1.3 $2.1 $1.3 $1.5 $2.9 $4.1 $2.9 $3.3 2004 05 06 $5.9 07 08 44 45 128 115 2004 05 94 66 63 113 125 171 06 07 08 09 201 102 204 $3.1 $3.5 $5.6 $5.0 $5.1 $4.3 10 11 12 2013 Segment Details Like-Quarter ACV ($B)* Prior 5 Like-Qtr Range 3Q12 3Q Counts 94 $3.2 $1.6 $4.1 YTD Counts 1H Counts $2.0 124 111 176 $4 272 252 245 $2 Avg of 5 Prior Like-Qtrs 3Q13 $2.9 $1.8 $1.7 $0.6 $0 09 © 2013 Information Services Group, Inc. All Rights Reserved 10 11 12 2013 New Scope Restructuring ITO BPO 11
  • 12. EMEA Contract Award Trends Detail DACH, France and Southern Europe had strong quarters, up Y/Y and Q/Q. YTD, Transportation was up 88%, while weakness persisted in FS and Manufacturing. EMEA Sub-regions 5 Prior Like-Quarter ACV ($B)* Prior 5 Like-Qtr Range Avg of 5 Prior Like-Qtrs 3Q12 3Q13 EMEA Industries YTD ACV ($B)* YTD 3Q12 YTD 3Q13 Financial Services $1.6 $1.4 Manufacturing $1.2 $2.3 Travel, Transport, Leisure $1.02 $1.0 $0.8 $0.6 $0.55 $0.38 $0.21 $0.2 $0.21 $0.31 $0.04 Nordics DACH Africa & Middle East © 2013 Information Services Group, Inc. All Rights Reserved France Benelux Southern E. Europe Europe & Russia $1.2 Telecom & Media Business Services $0.0 U.K. & Ireland $1.2 Energy $0.84 $0.4 $1.6 Healthcare & Pharma Retail $0.6 $0.5 $0.2 $0.2 12
  • 13. The Next Generation of Sourcing What Happens Next? © 2013 Information Services Group, Inc. All Rights Reserved
  • 14. This time last year we introduced the 4th Generation concept Hang on a minute it is only 2013! What happened to 10 year cycles of change? 1990 2000 2010 ? Dynamic Pluralistic Bipartisan Monolithic But we didn’t see huge evidence in 2012 deal data to really frighten us? © 2013 Information Services Group, Inc. All Rights Reserved 14
  • 15. Things sure got real in Q3 2013 Are we seeing the Generation 4 impact revealed in the numbers? BEST 3Q PERFORMANCE EVER FOR BOTH ACV AND NUMBER STRONGEST 3Q ITO PERFORMANCE EVER OF CONTRACTS AWARDED Boarder Market Quarterly ACV(B)* by Bands $5-39M $40-99M $5-39M 246 $1.9 OVER PREVIOUS HIGH WATER MARK BUT VALUES HOLDING Broader Market Quarterly Counts by Bands $100M + $3.6 $2.7 $3.1 $2.5 $2.8 $2.9 $2.8 NEW SCOPE COUNTS UP 20% EMEA HAS STRONGEST 3Q PERFORMANCE EVER 270 $40-99M $100M + 323 296 241 $3.3 226 242 256 187 $1.3 $1.1 $1.4 $1.3 $1.2 $1.4 $0.7 $0.9 $1.1 21 18 23 23 20 23 13 16 20 $1.7 $2.3 6 12 6 12 9 7 8 5 10 3Q11 4Q $0.8 1Q $2.2 $1.7 $1.0 $1.4 $0.7 $1.4 2Q 3Q12 4Q © 2013 Information Services Group, Inc. All Rights Reserved 1Q 2Q 3Q13 3Q11 4Q 1Q 2Q 3Q12 4Q 1Q 2Q 3Q13 15
  • 16. The Crowded space becomes the Clouded Space! We were just getting used to Multisourcing! G-2000 Companies Who Source by Sourcing Strategy 2010 64.1% 2005 2000 47.5% 32.6% 18.4% 27.5% 41.9% 17.5% 25.0% 25.6% True Multi-Source Environment Multi-Source where one Service Provider wins 80% of spend Single Source + © 2013 Information Services Group, Inc. All Rights Reserved 16
  • 17. ISG’s Prediction: The Future of Sourcing Confederation brings new players, more automation, provides room for XaaS solutions and requires Service Integration. Market 5 - 10 Years Ago Last 3 Years Strategic & Selective Sourcing All Towers Next 3 to 5 Years Multi-Sourcing Confederation Service Integration Tower Function OR  Infrastructure  ADM  Function Tower BPO Function(s) Function Function Tower Function Tower Function Functional Out-Tasking EMC SFDC Akamai Google VMWare Amazon Hitachi IBM iPSoft Workday Oracle etc. Internal Shared Services/Captives Importance of Labor Arbitrage © 2013 Information Services Group, Inc. All Rights Reserved Importance of Software, Platforms, Labor Automation, & Scalability 17
  • 18. Disruptive Technologies Driving Change….. ….and shaping the CIO Agenda and CxO’s management & business influence. Social Media Collaboration Mobility BYOD Analytics & Big Data Cloud Computing & Storage © 2013 Information Services Group, Inc. All Rights Reserved Continued cost pressure and the increasing importance of e-commerce are significant influences that ISG observes on current client sourcing activity. Recent buying patterns demonstrate cost objectives are still primary, but the focus is shifting fast in 2013 toward more business oriented sourcing objectives with innovation and new capabilities at the core. The wave of necessary ERP upgrades will change the market and facilitate opportunities for outsourcing service providers. 18
  • 19. Key Long-Term Shifts in Buyer Behaviour (linked) We shared ISG’s perspective on 1 & 2 in 2012, the interest in vertical BPO is a symptom, these three represent a perfect storm for providers unwilling or unable to change. 1 Shift in Enterprise Decision Maker’s Solution Requirements IT Buyers 3 Business Need 2 Shift in Pricing Requirement to Consumption or Outcome Pricing Bands Utility Pricing Shift in BPO Enterprise Purpose Spurring Activity Traditional Back-office Industry Specific $ © 2013 Information Services Group, Inc. All Rights Reserved 19
  • 20. These changes have implications for us all… As our clients needs shift to take advantage of their new realities our services must also adapt to maintain our position and relevance. For us the need was perhaps more urgent we began our change 3 years ago. ► ► ► ► ► ► ► ► ► © 2013 Information Services Group, Inc. All Rights Reserved Is a market navigator for clients Is an advisor on change enablement Is a market research provider Is a managed services provider in post contract support Has emerging technology analysts Has a Cloud business unit Initiates solution led procurements Is redefining the sourcing of the future (5G) Is partnering with key industry participants 20
  • 21. Competition What are the others experiencing? © 2013 Information Services Group, Inc. All Rights Reserved
  • 22. A Tale of Two Groups It was good while it lasted but the world is changing fast on everyone… Market Share Shifts 2009 - 2012 CAGR Disparity 2005 - 2012 India-heritage Providers India-heritage 2005 ACV Awards 13% 7% ACV Western-heritage Providers © 2013 Information Services Group, Inc. All Rights Reserved 12% 32% 9% Awards 7% 2009 2012 16% 0.4% Western-heritage 22
  • 23. Key Long-Term Shifts in Buyer Behaviour (linked) 1 Continue Winning in the Mature UK and US Restructuring Markets 2 India-heritage Restructuring ACV Market Share 20% 4% 2005 3 2009 $ India-heritage BPO ACV Market Share 36% 16% $ 2012 Investment Make New Inroads into the Global Public Sector Markets $$$ Capitalize on BPO Growth via Investment in Vertical Solutions 2005 4 $ 2009 Increase European Market Share via Enhanced Offshore Value Prop India-heritage European ACV Market Share 7% 2005-08 © 2013 Information Services Group, Inc. All Rights Reserved 2012 Investment 13% 2009-12 23
  • 24. Staying Ahead: What got you here will not get you there. Larger providers grapple with higher overhead costs and change resistance. India-heritage providers need new growth engines and face new economic realities. Smaller players may make some gains, expect more consolidation. Capturing the Expected Growth in the Mid-Market ► India-heritage Providers have proven offshoring credentials. ► Western providers have started to create dedicated mid-market organizations Lower Cost of Switching Puts Everybody on Notice ► Equal threat to all providers, no matter their heritage. ► Incumbency advantage disappearing as transitions become less painful. ITO Challenge ► Get familiar with the new buyers of emerging technologies, who sit outside the CIO’s organization. BPO Challenge $ ► Pay for outcomes, rather than for bodies/volumes is becoming the norm. ► Industry or process oriented solutions built on scalable and flexible (cloud) infrastructure are generating interest. © 2013 Information Services Group, Inc. All Rights Reserved 24
  • 25. Q&A © 2013 Information Services Group, Inc. All Rights Reserved
  • 26. #ISGSIC www.isg-one.com knowledge powering results® Information Services Group is a leading technology insights, market intelligence and advisory services company, serving more than 450 clients around the world to help them achieve operational excellence. ISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning. Clients look to ISG for unique insights and innovative solutions for leveraging technology, the deepest data source in the industry, and more than five decades of experience of global leadership in information and advisory services. Based in Stamford, Conn., the company has more than 800 employees and operates in 21 countries.