Counting on Service Providers to Navigate the CrisisĪll through 2020, as the pandemic raged and governments around the world were forced to impose, and then reimpose, national lockdowns, the world’s economies were paralyzed. In this article, we shine a light on these findings and their implications for the future. And while 76% of respondents expect to slow down some transformation initiatives during the next 24 months, 96% expect to accelerate the execution of some transformation projects. Contrary to the popular notion that businesses sustained all their digital transformation projects last year, the survey shows that many companies were selective about which ones they pursued. The results also reflect the state of companies’ digital transformations. We found that companies will continue to depend on service providers even though they will also invest more in developing in-house capabilities. That’s evident from a survey that BCG conducted in the last quarter of 2020. Moreover, the crisis has reinforced companies’ symbiotic relationships with their service providers. If anything, the past 12 months have underscored how critical it is for companies to effectively manage IT service providers-those that offer digital capabilities and business process services-in order to survive a crisis and, at the same time, transform to lead in the aftermath. The COVID-19 pandemic has changed many priorities and created a new reality in its wake, but it hasn’t altered the need to deploy smart outsourcing strategies. Technology, Media, and Telecommunications.
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