May 14

COVID-19 & IT Services: Business Leader expectations & opinions

While our early surveys highlighted appreciation for the resilience demonstrated by Indian IT service providers, subsequent versions are giving us a peek into future customer expectations. With early concerns being addressed & new normal setting in, clients are shifting narratives to the future

  • Novel processes /policies & contingency planning to deal with WFH scenarios
  • Keeping up productivity levels & taking care of team’s well-being
  • Tighter governance mechanisms & frequent reviews using virtual mediums
  • Increased usage of collaborative tools for scrum ceremonies
  • Data security, audits, cyber security focus increasing
  • Charting ‘back to office’ roadmaps for seamless transition once situation eases

While some of these are centered around tackling COVID impact, serious shifts in preferences are emerging – conversations around rate cuts are already underway & investments towards higher automation, cloud migration, products/platforms, near shoring with distributed pods and de-risking through strategic re-allocation of workload are picking up. Few questions that needs deliberation:

  1. Would this alter the fundamental value proposition of outsourcing models?
  2. With IT spends reducing in the short term & increased competition, what could be some differentiators?

Feedback Insights

Feedback Insights is a B2B2C focused Research led Consulting firm - specializing in Stakeholder retention services - (Customer / Employee / Channel Partners / Vendors / Investors Management), Brand Assessments, Experience Improvement Programs, Custom Research, etc. We are a listening partner of choice of over 600 firms in India and globally.