ISG Provider Lens™ report finds enterprises in Brazil focused on customer experience, virtual collaboration and AI-powered predictive capabilities to compete under changing conditions
Digital transformation by Brazilian companies has rapidly advanced from concept to execution in recent years, especially as enterprises coped with the effects of the COVID-19 pandemic, according to a new research report published today by Information Services Group (ISG), a leading global technology research and advisory firm.
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“This points to the importance of engaging with service and solution partners, such as specialized consultants, that have a broad and detailed technology portfolio and extensive experience in change management.”
The 2021 ISG Provider Lens™ Digital Business – Solutions and Service Partners report for Brazil finds enterprises in the country faced intense pressure to choose, execute and scale digitalization solutions when both technology and the requirements of the pandemic began to evolve faster than most organizations. Many firms were forced to reposition themselves and shift their focus to new market realities as requirements changed.
“Digital transformation demands resilience and focus on customer value. The perception regarding a company’s digital maturity may contribute to its growth and success,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research.
“Not all Brazilian companies attempting to quickly follow trends have achieved the same results,” said Aase. “This points to the importance of engaging with service and solution partners, such as specialized consultants, that have a broad and detailed technology portfolio and extensive experience in change management.”
Under the changing conditions of the past year, contactless customer service solutions, virtual interactions between employees and partners and the use of AI to predict supply-chain disruptions were among the hottest topics for enterprises in Brazil, the report says. The rapid growth of e-commerce during the pandemic made sales and logistics requirements increasingly complex. Companies sought service providers with expertise in process digitalization, automated data analysis, storage and distribution automation and delivery operations.
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Environmental, social and governance (ESG) considerations also emerged as an important focus for Brazilian firms, ISG says. Many are working to improve their transparency, ethics, integrity and especially sustainability, driven in part by decisions by investment funds to prioritize ESG performance. Along the way, companies have been remodeling their approaches to raw materials, manufacturing, distribution and recycling to create a circular supply chain.
Around the world, including in Brazil, digital transformation has become the pathway to success across industries, allowing organizations to become more agile and competitive, according to ISG. New technologies have improved companies’ design, production, sales, supply chain and human resources processes and enabled better customer experiences that have boosted the bottom line.
The 2021 ISG Provider Lens™ Digital Business – Solutions and Service Partners report for Brazil evaluates the capabilities of 34 providers across four quadrants: Digital Business Consulting Services, Digital Customer Experience Services, Digital Supply Chain Transformation Services and Sustainability and Decarbonization Services.
The report names Stefanini and Wipro as Leaders in all four quadrants. It names Accenture and BRQ as Leaders in three quadrants each and Deal, Deloitte, IBM and T-Systems as Leaders in two quadrants each. CI&T, Infosys, Logicalis, PwC, Schneider Electric, Siemens Energy and Sustainable Carbon are named as Leaders in one quadrant each.
In addition, Accenture, Deloitte, Nação Digital, Sinqia and TOTVS are named as Rising Stars—companies with a “promising portfolio” and “high future potential” by ISG’s definition—in one quadrant each.