Customer Expectations in IT Outsourcing are Changing Fast in Europe, and Suppliers Need to Change Faster
This IDC Insight examines how end-user attitudes toward IT outsourcing have shifted decisively over the past few years, following the impact of a series of major changes, including the arrival of the 3rd Platform (aka digital, and more notably, cloud and mobile technologies), the rise of customer experience (CX)/user experience (UX), agile development, DevOps, insourcing, and open innovation ecosystems.While IT outsourcing remains strategic, it is now set within the context of a broader and more mature set of technology and service options, including enterprise-grade cloud services and newly reinvigorated in-house IT capabilities. Traditional IT outsourcing will have to play a less dominant role in the provision technology-related services in the future, ceding share of client wallet to both new (cloud) and old (in-house provision) rivals.
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