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Automation and AI Disrupt Digital Business Transformation

ISG Provider Lens Report Finds Pan American Enterprises Looking for Vendors That Can Help Them Automate Many IT Tasks

Robotic process automation and artificial intelligence are changing the way digital business transformation vendors across the Americas are delivering services to their enterprise clients, according to a new report published today by Information Services Group, a leading global technology research and advisory firm.

The ISG Provider Lens™ Digital Business Transformation Report for Pan America finds enterprise clients looking for digital business transformation providers to help them automate IT functions. Many vendors are providing a high degree of automation while also delivering specialized services, including efficiency prioritization, dynamic response and provisioning, and security, based on a customer’s needs, the report said.

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Many digital business transformation providers are developing intellectual property, including tools and as-a-service offerings, using analytics, automation, AI and cognitive computing, the report adds. These new services are disrupting providers that previously relied on offering low prices for labor-intensive services to remain competitive.

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The growing number of automated services means an enterprise client looking for a digital transformation vendor has more to consider than the skills and processes offered, said Rajib Datta, partner, ISG Americas. “The evaluation of vendors now includes what kind of bots, AI, machine learning and cognitive technologies are provided,” Datta said. “Service companies are becoming business providers rather than technical support providers.”

The report notes the emergence of digital transformation ecosystems, with leading providers forming alliances to offer a comprehensive package of services that is more valuable than separate offerings. Leading providers “each have more value if they work together and less value if broken apart,” Datta said.

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The ISG Provider Lens™ Digital Business Transformation Report for Pan America evaluates the capabilities of 24 providers delivering services in at least three of the 17 Pan American (North, Central and South American) countries included in the report. Providers are evaluated across seven quadrants: Enabling the Customer Journey, Digital Enterprise Operations, Digital Transformational Platforms (PaaS), Digital Transformational Services (XaaS), Digital Product Creation and Customization, Digital Continuous Delivery and Blockchain as a Service.

The report names Cognizant and IBM as leaders in all seven quadrants, while Accenture is a leader in six. DXC Technology and Wipro are leaders in three quadrants, and Softtek, Stefanini and Tech Mahindra are leaders in two. Leaders in one quadrant are Atos, Salesforce and TCS.

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