Top 10 Trends February 2013

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1 Top 10 Trends February 2013

2 Top IT Services Trends for Big Data Gets Bigger The exponential growth of the analytics market will continue across the Financial Services, Healthcare, Retail, and Telecommunications verticals. The shift from the traditional use of data and analytics is outpaced by the operational needs to manage complex formats and large data volumes, and exceeded by the necessity to reinvent traditional data management platforms and technologies. Tholons sees this imminent wave to continue tin 2013, with larger solution providers expanding offerings to include even smaller sized companies who are likewise becoming consumers of BIG Data. 2 - Expanding Search for Multilingual Talent Pools Language capabilities and proficiencies will become an even greater consideration for BPO service providers expanding in non-traditional delivery locations. Aside from the English-speaking markets, BPO service providers will continue to increase traction in other emerging and increasingly lucrative regional and domestic markets across Southeast Asia, Europe and South America. Tholons sees opportunities in Eastern European countries (such as Ukraine, Romania, and Belarus) to become BPO providers for German and Russian markets, while South America (like Colombia, Peru and Brazil) for Spanish and Portuguese speaking resources. 3 - The Rise of Southeast Asia Outsourcing Markets Tholons sees for the IT Services industries in the Philippines, Malaysia and Indonesia to continue with their positive traction in Growth of the domestic economies in the Philippines and Indonesia, while the emergence of Malaysia as a regional outsourcing destination will fuel investor confidence in their respective sectors. Likewise, service providers have begun to look at these particular locations as alternatives for China s increasing delivery costs, particularly for ITO services. 4 - A More Attractive North American Middle Market The North American middle market will be an area of interest for service providers, especially with the mega deals from larger service buyers becoming less frequent. This relatively smaller, yet dynamic market could be a catalyst for growth in a currently reserved North American IT Service market. Amidst the tepid recovery of the global market, service buyers in this market segment, could also catalyze operations by increasing strategic procurements of IT Services to improve efficiencies and enhance internal capabilities. 2 of 5

3 5 - Risk: Beyond Cost & Scale Natural and Sociopolitical Risks and their potentially disruptive effects on operations and consequential financial significance are now taken into greater consideration when choosing a service delivery location. Service buyers and vendors have grown more cognizant how such risks affect outsourcing engagements and relationships. Delivery location in Asia for example, which may have cost advantages but are saddled with high risk exposure and limited contingency strategies, will be put at a disadvantage when service providers compare them with more stable and more predictable operational environments in North & South America. 6 - Continued Exploration of Tier II & III Cities Medium to large service providers will continue to explore Tier II & III cities to further reduce operational costs and combat rising wages and attrition rates in saturated Tier I delivery destinations. For these Tier II & III cities to succeed, widespread developments in physical and Telecoms infrastructures and more reliable platforms to sustain their respective talent pipelines must be first put in place. 7 - The Philippines: Beyond Voice BPO The Philippines, long known as a voice BPO destination for English speaking markets, has shown marked progress in transitioning its IT Services industry to include a greater share of KPO and ITO services. The country has leveraged its proven reputation as a large-scale voice BPO provider, to generate attention from service buyers and providers looking at an Indian alternative for high-value services. Its transition into the KPO and ITO spectrum could alter service delivery dynamics across the global outsourcing space, if the country can prove itself capable of providing similar scale capabilities of India. 8 - A Larger and More Lucrative US Hispanic Market As the current Spanish speaking population in the US is at 17% of the country s total population, and expected to reach 30% by providers are aggressively expanding service folios to include a wider array of outsourced services to serve this burgeoning demographic. To capture this market, traditional English-only vendors will need to add Spanish language to their roster, particularly for voice-bpo services. This should enhance Latin America s attractiveness as an outsourcing destination and fuel the growth of BPO services providers in the region, catering to the US Hispanic market. 3 of 5

4 9 - Ensuring Talent Pipelines Globalization has also brought about disruptive effects on the talent pipelines of individual service delivery locations. The migratory tendencies of modern labor forces, the open labor market conditions found in regional and country trade unions and the global commoditization of technical skills serve as critical disruptors to a location s respective talent pipeline. As such, local government units, and industry stakeholders will need to ensure that they are not only able to retain their talent pools, but likewise, provide these resources with a more efficient means to acquire IT Service relevant skills Education: A Lingering Challenge for Industry and Academe Larger service providers in mature service delivery locations such as the Philippines and India have begun to face scale limitations, not necessarily because of the availability of labor, but more so because of the quality and/of required skills sets necessary to fulfill outsourced processes on a large scale. This has resulted in lower hiring rates and longer training periods for fresh graduates. The Academic sectors in these respective locations, not wanting to lose the opportunities presented by the providers, have begun to implement aggressive and proactive measures to address this critical issue. Government approved (short) certificate courses, technical institutions and finishing schools, skills assessment and training platforms are but a few of the concrete initiatives which these locations have taken to provide alternative curriculum that is more IT Services relevant. These proactive measures are also intended to create a graduate pool that is more responsive and reflective to the talent needs of the IT Services industry. These implementations will be a trend for similar locations facing scale issues. 4 of 5

5 About Tholons Tholons is a Services Globalization and Investment Advisory firm that combines "Best of Breed" consulting experience with deep execution expertise and investment insights to deliver truly effective services to its clients. Tholons offers a detailed understanding of business processes and combines it with practical hands-on expertise in executing the strategy. Tholons draws upon the considerable experience of a hand-picked team, which has successfully formulated and executed globalization strategies to unlock value for Global Fortune 1000 companies. Service providers leverage Tholons expertise to optimize their global delivery model. Tholons advisors engage with government bodies to build compelling strategies for making countries attractive destination for outsourcing. THOLONS Global Offices North America 5 Penn Plaza, 23rd Floor New York, NY Phone: Fax: South America Av. Italia 6201 Latu Los Sauces Of Montevideo, Uruguay Phone: Copyright Notice This Tholons document was published as part of the Tholons Advisory, Investments and Research Services portfolio, covering all consulting projects and publications. For further information related to this document, reprint rights or general inquiries regarding other Tholons services, contact or call any of our global offices. Reproduction of this document and all content within is prohibited unless authorized by Tholons. All rights reserved. For more details about Tholons' Services Globalization and Investment Advisory capabilities, please visit our website at: Europe 2505 The Landmark West Tower 22 Marsh Wall, London E14 9AL Phone: Asia Office India 346, 17th Cross, Dollars Colony, Off New Bel Road Bangalore , India Phone: Philippines Unit 803, Richmonde Plaza 21 San Miguel Avenue, Ortigas Center Pasig City 1600, Metro Manila, Philippines Phone: Sri Lanka Regent Building, No. 345 R A De Mel Mawatha Colombo 3, Sri Lanka Phone: You may also contact: 5 of 5

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