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 * INDEX INSIDER: MEGA DEAL DURATIONS HAVE DECREASED 40%
   
   Mega deal durations have decreased 40% over the past 20 years.
   
    * Mega deal durations have decreased 40% over the past 20 years.
   
    * MEGA DEALS Mega deal durations have decreased 40% over the past 20 years .
   
    * Index Insider: Mega Deal Durations Have Decreased 40%

 * INDEX INSIDER: 75% OF MARKET ACV COMES FROM DEALS UNDER $40 MILLION
   
   Through the first three quarters of the year, nearly 75% of the annual
   contract value (ACV) in the market comes from deals under $40 million.
   
    * Through the first three quarters of the year, nearly 75% of the annual
      contract value (ACV) in the market comes from deals under $40 million.
   
    * In this edition: Nearly 75% of the contract value in the market comes from
      deals under $40 million.; DEAL METRICS Through the first three quarters of
      the year, nearly 75% of the annual contract value (ACV) in the market
      comes from deals under $40 million .; Peruse any number of firms’ earnings
      transcripts and you’ll see lots of bullish commentary about how strong
      pipelines are for deals in the $10 – $40 million ACV range.
   
    * Index Insider: 75% of market ACV comes from deals under $40 million

 * INDEX INSIDER: 40% OF IT SERVICES WORKFORCE HIRED IN LAST 12 MONTHS
   
   Our research shows more than 40% of the workforce at leading IT services
   firms was hired in the last 12 months.
   
    * Our research shows more than 40% of the workforce at leading IT services
      firms was hired in the last 12 months.
   
    * Our research shows more than 40% of the workforce at leading IT services
      firms was hired in the last 12 months (see Data Watch).
   
    * Index Insider: 40% of IT Services Workforce Hired in Last 12 Months

 * INDEX INSIDER: ENGINEERING OUTSOURCING UP NEARLY 40%
   
   Firms in manufacturing, healthcare and telecom sectors are increasing their
   use of third parties to help them build connected products, improve
   throughput and re-imagine aftermarket experiences.
   
    * ENGINEERING Engineering outsourcing grew by almost 40% in 2022.
   
    * Index Insider: Engineering Outsourcing Up Nearly 40%

 * INDEX INSIDER: THE LOWEST BID IS (STILL) NOT ALWAYS THE WINNER
   
   High bids win competitive outsourcing awards nearly 40% of the time,
   reinforcing the fact that many enterprises continue to value other factors.
   
    * High bids win competitive outsourcing awards nearly 40% of the time,
      reinforcing the fact that many enterprises continue to value other
      factors.
   
    * PRICING High bids win competitive outsourcing awards nearly 40% of the
      time , reinforcing the fact that many enterprises continue to value
      factors like technology modernization, industry expertise and
      compatibility between the client and provider team as much as (or more
      than) price.; The Details: High bids won 38% of the time, while low bids
      won 44% of the time.

 * INDEX INSIDER: ADM CONTRACT VALUE UP 40% SINCE 2020
   
   As we discussed on the 1Q22 Index call last week, ADM annual contract value
   (ACV) was down slightly for the quarter, but still topped $3 billion for the
   fifth consecutive quarter.
   
    * Average quarterly ACV is almost 40% higher than the pandemic-impacted
      quarters of 2020 and is higher than that when compared to pre-pandemic
      quarters.
   
    * Index Insider: ADM Contract Value up 40% Since 2020

 * AI CONTACT CENTER TRANSFORMATION: HOW AND WHY NOW?
   
   The contact center industry today is almost unrecognizable from its early
   days nearly 40 years ago.
   
    * The contact center industry today is almost unrecognizable from its early
      days nearly 40 years ago.
   
    * The contact center industry today is almost unrecognizable from its early
      days nearly 40 years ago.

 * INDEX INSIDER: TECHNOLOGY SERVICES DEMAND IS STRONG, BUT TALENT IS A HEADWIND
   
   Global demand for technology services is showing a strong recovery from
   pandemic lows as global combined market ACV was up 40% Y/Y.
   
    * Global demand for technology services is showing a strong recovery from
      pandemic lows as global combined market ACV was up 40% Y/Y.
   
    * MARKET TRENDS Global demand for technology services is showing a strong
      recovery from pandemic lows as global combined market ACV was up 40% Y/Y
      (see Data Watch).; Engineering ACV is up over 40% sequentially and up
      almost 300% Y/Y.

 * INDEX INSIDER: WILL PROVIDERS HAVE ENOUGH RESOURCES TO MEET 2024 DEMAND?
   
   By headcount, the IT and business services industry is 2% smaller than a year
   ago. However, 2023 saw record contract bookings of over $40 billion.
   
    * However, 2023 saw record contract bookings of over $40 billion.
   
    * However, 2023 saw record contract bookings of over $40 billion.

 * BOTS AND BEYOND EPISODE 40: CONVERSATIONAL AI: PAST, PRESENT & FUTURE
   
   Conversational AI is a rapidly evolving artificial intelligence technology
   that is transforming not only the way we interact with computers and machines
   but also our ability to be productive.
   
    * Bots and Beyond Episode 40: Conversational AI: Past, Present & Future

 * BOTS AND BEYOND EPISODE 44: WHAT EDUCATION DOES THE MODERN WORKER NEED?
   
   We explore how the education industry is embracing this transformation and
   helping to shape the workforce of tomorrow.
   
    * Bots and Beyond Episode 44: What Education Does the Modern Worker Need?

 * INDEX INSIDER: WILL BPO BOUNCE BACK IN 2024?
   
   Finance and accounting, customer experience and industry-specific business
   process outsourcing (BPO) drove double-digit ACV growth in 2021 and 2022 but
   slowed significantly in 2023.
   
    * Its big growth period was in 2020, when ACV grew 40%.; Customer experience
      had a $400 million quarter, which was flat Y/Y and very close to its
      historical average.

 * INDEX INSIDER: ENTERPRISES RE-EVALUATE CLOUD ECOSYSTEM TO ALIGN WITH AI
   
   Global XaaS bookings dipped 11% during 2023. This was a sign of a maturing
   cloud market.
   
    * Data Watch Background In our AI Market Lens Study in January 2024, we
      found enterprises were planning to double their AI spending and that
      around 40% expected cloud spending to increase as a direct result.; Some
      Providers Will Lose Out in the New Wave of Cloud Growth Strong market
      growth for cloud spending and a lack of enterprise desire to engage new
      providers would be great news for incumbent providers were it not for the
      fact that 44% of enterprises expect to remove at least one cloud managed
      service provider in the next 12 months.

 * CAROLYN BECKER
   
   Carolyn Becker is a knowledgeable ISG advisor who brings great experience to
   ISGs clients. Her clients benefit from more than eighteen years of experience
   in various roles and responsibilities within Service Management & Governance
   (SM&G). Carolyn has delivered advice on all aspects of Target Operating Model
   (TOM) design and implementation. Furthermore, she advised on sourcing
   relationships up to a total contract value of US$400 million.
   
   
   
    * Furthermore, she advised on sourcing relationships up to a total contract
      value of US$400 million.

 * INDEX INSIDER: ENTERPRISE SECURITY SPEND RISING AS RANSOMWARE ATTACKS SURGE
   
   Ransomware attacks on critical infrastructure are on the rise.
   
    * A few days earlier, attackers targeted Volue , a Norwegian company that
      provides technology to water and wastewater facilities in 44 countries.;
      As we discussed a couple weeks ago, enterprise security spending per
      employee increased by over 40 percent from 2019 to 2020.

 * BOTS AND BEYOND PODCASTS
   
   The automation technology market is developing at pace. New tools,
   capabilities and practices are emerging on an almost daily basis, but it can
   be hard to separate the hype from the reality
   
    * Read more Bots and Beyond Episode 46: The Path to Effective Automation
      Governance Read more Bots and Beyond Episode 45: Mastering Efficiency:
      Achieving Process Excellence with RPA Read more Bots and Beyond Episode
      44: What Education Does the Modern Worker Need?; Read more Bots and Beyond
      Episode 41: Connect Your Automation Tech with Process Orchestration Read
      more Bots and Beyond Episode 40: Conversational AI: Past, Present & Future
      Read more Bots and Beyond Episode 39: Why You Need to Address Culture to
      Unlock Automation Success Read more 1 2 3 4 5 6 Meet the Host Wayne
      Butterfield Partner, Global Lead ISG Intelligent Automation Solutions -->
      Wayne Butterfield Wayne is an automation pioneer, initially starting out
      as an early adopter of RPA in 2010, creating one of the first Enterprise
      scale RPA operations.

 * INDEX INSIDER: 2021 WAS A RECORD YEAR FOR THE INDUSTRY
   
   2021 was a record year for the industry. Contracting activity was strong
   across nearly all sectors.
   
    * Full year managed services ACV was up 16%, with exceptionally strong
      growth in ADM (up 40% Y/Y) and engineering (up 170% Y/Y).; IaaS ACV was up
      40% Y/Y and SaaS was up 31% Y/Y (see Data Watch).

 * BRUCE GUPTILL
   
   Bruce Guptill brings more than 40 years of technology business and markets
   experience and expertise to ISG clients. Beginning with software programming
   and systems architecture and design, his career path has included business
   analysis, sales, marketing, and engineering positions in PC reselling,
   telecommunications and computer networking, electronic commerce and online
   marketplaces, and software and services – including all major Cloud IT
   disciplines.
   
   View reports by Bruce
   
   
   
    * Bruce Guptill brings more than 40 years of technology business and markets
      experience and expertise to ISG clients.

 * LUTZ PEICHERT
   
   With more than 40 years of IT industry experience, Mr. Peichert has profound
   knowledge, in particular, in areas such as outsourcing, IT operations,
   organizational design and IT/Business alignment. In his ISG role as an
   independent consultant, he supports customers to help them make strategic and
   tactical decisions and set up and optimize organizations and processes to
   enable them to leverage IT and service solutions.
   
   View reports by Lutz
   
   
   
    * With more than 40 years of IT industry experience, Mr.

 * JOHN LYTLE
   
   John has 40+ years of providing global enterprises with practical, yet
   strategic vision to drive meaningful change through complex programs, which
   extend business value through the effective use of today’s exploding Digital
   capabilities. John is a senior leader for many multinational enterprises in
   Capital Goods manufacturing. John leads the North American Industrial
   Manufacturing segment for ISG and is regarded as a global thought leader,
   regularly advising on emerging technologies and operating model changes to
   drive innovation.
   
   
   
   
   
    * John has 40+ years of providing global enterprises with practical, yet
      strategic vision to drive meaningful change through complex programs,
      which extend business value through the effective use of today’s exploding
      Digital capabilities.

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