Few enterprises can take advantage of the benefits of disruptive technology changes without using external professional service providers to adopt and implement their business strategies. So whom and how should CX leaders engage with these professional service providers to optimize their CX/UX journey and outcomes. What challenges might you face when sourcing and managing these services.
Jaideep Thyagarajan
Principal Analyst
Jaideep Thyagarajan is a Principal Analyst in Gartner's IT Leaders Sourcing, Procurement and Vendor Management team. Mr. Thyagarajan covers the IT application services market with a focus on sourcing practices, especially contracting and negotiations. He specifically guides Gartner clients on issues related to RFPs, contract terms and conditions, commercial considerations, rate cards and supplier management.
He has six years of experience as an industry analyst and consultant across Asia Pacific, and has broadened his expertise over the years in application outsourcing with good knowledge of offshore and near shore country destinations.
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He has six years of experience as an industry analyst and consultant across Asia Pacific, and has broadened his expertise over the years in application outsourcing with good knowledge of offshore and near shore country destinations.
Tuesday, 16 June, 2020 / 08:15 AM - 09:00 AM AEST
Finding and Managing Consulting and SI Firms to Assist You in Your CX/UX Digital Journey
Tuesday, 16 June, 2020 / 10:45 AM - 11:30 AM AEST
Ask the Expert: How to Use Critical Capabilities Research When Seeking a System Integrator for CX/CRM Projects
Gartner Critical Capabilities research provides valuable insight into the capabilities of systems integrators (SIs) for the essential use cases for assessment, implementation and support of your CX/CRM projects. Attendees can use this to guide their organizations to speed up identification, and down selection of SI's to assist you in the challenging CX or CRM journeys. PLEASE NOTE: Reserved for end-users only. Preregistration required.
Wednesday, 17 June, 2020 / 12:00 PM - 12:30 PM AEST
Winning Tactics for Customer Management Business Process Outsourcing Services Contracting
The Customer Management (CM) Business Process Outsourcing (BPO) service industry has matured over the past decade, as seen by the complexity and operational maturity, reaching a level identified as the “third wave” of industry rationalization. This presentation outlines the best practices while contracting for CM BPO services and offers insights on how to effectively negotiate on key metrics that have the highest impact on the organization's business goals.