July 14, 2016. Call in at 10:55 a.m. Eastern time

2. WEBINARHow To Engage With Services Firms On Digital Platform Projects Nate Fleming, Researcher July 14, 2016. Call in at 10:55 a.m. Eastern time

4. Agenda • Digital transformation through platform implementation • The Forrester Wave™: Digital Platform Engineering Services • Key takeaways and best practices

5. Agenda • Digital transformation through platform implementation • The Forrester Wave™: Digital Platform Engineering Services • Key takeaways and best practices

6. Software is strategic, not just an operational nice-to-have • ABB acquired Ventyx and Mincom to better leverage analytics as part of its smart grid offering. Heightened expectations around mobile Pervasive analytics/big data • USAA had 120 million mobile deposits within 18 months of introduction — 6x what it planned for. Software is the brand! • RATP uses a mobile app to document and crowdsource maintenance requests in minutes, not days, with paper. Smart products/M2M Digitization of processes • Maersk has smart-enabled 9 million containers and charges a premium for guaranteed service quality.

7. No industry is immune to digital disruption Source: “The State Of Digital Business 2014” Forrester report

9. Companies engage with services firms to deal with complicated implementations

10. Defining a digital platform • Broad range, from an internet-of-things (IoT) platform to a media delivery platform • Customer-facing and revenue-driving • Often part of a digital transformation • Leveraging information from a range of sources

11. Case study example • Smart-meter operations system for an energy management software company • Omnichannel, personalized eCommerce platform

12. Agenda • Digital transformation through platform implementation • The Forrester Wave™: Digital Platform Engineering Services • Key takeaways and best practices

13. Inclusion criteria for the DPES Wave • Number of engagements building a next-generation digital platform • Multidimensional engineering skill sets • Unified toolkit from solution design through implementation management • Strong strategic vision and initiatives • Significant revenue and market presence

14. A range of vendors target digital platforms

15. Vendors included in the DPES Wave

16. Mapping the criteria to the Wave graphic – Current Offering • Platform implementation capabilities • Customer satisfaction • Platform life-cycle ownership • Permanent onshore presence • Agile and advanced delivery capabilities • CX design capabilities • Vertical focus and domain expertise • Value-added services • Innovation

17. Mapping the criteria to the Wave graphic – Strategy • Service vision • Execution road map • Market approach • Growth in existing accounts

18. Mapping the criteria to the Wave graphic – Market Presence • DPES practice revenue • Average account size

19. Vendors and case studies

20. Vendor spread in the Forrester Wave™ graphic Strong Performers Challengers Leaders Current Offering Weak Strategy Strong

21. EPAM Systems • Strengths • Strong examples of execution on digital transformation and platform projects • Expertise in areas outside development and testing • Innovative, motivated developer force • Weaknesses • Sometimes marketing doesn’t convey strengths.

22. EPAM Systems case study • The problem: An enterprise Canadian retailer was struggling to transition from brick and mortar to click and mortar. • The solution: The client partnered with EPAM and enlisted 200 developers to connect the inventory of its 1,700 stores on a high-performance cloud infrastructure.

23. GlobalLogic • Strengths • Quality work led to growth in size and scope of projects. • Eager for innovative work and willing to work for it • Weaknesses • Hasn’t built out some skills necessary for platform projects

24. GlobalLogic case study • The problem: An internet and TV provider needed to meet its customers’ lofty expectations around content consumption on the go. • The solution: The provider partnered with GlobalLogic to build a mobile app that allowed users to watch live TV, DVR content, and control the set-top box remotely.

25. Harman Connected Services • Strengths • Strong talent retention through dedicated developer centers for certain clients • Customers cited strong cloud and mobile development skill sets. • Weaknesses • Concerns around recent acquisition by Harman • Isolated in development life cycle

26. Harman Connected Services case study • The problem: An electronic health records corporation sought a mobile platform where doctors could collaborate using patient data. • The solution: The firm partnered with Harman Connected Services to build a cloud-based collaboration tool that has been implemented by two hospitals.

27. HCL Technologies • Strengths • Size means access to a range of skill sets. • Building out nearshore capabilities • Weaknesses • Size inhibits personalized service and timely provisioning of skills. • Disconnect between upper management and troops on the ground

28. HCL Technologies case study • The problem: A global supplier of auto systems needed talent with knowledge of industry standards for specialized development work. • The solution: HCL was able to quickly provide offshore talent that already knew industry standards and frameworks at an affordable rate.

29. Luxoft • Strengths • Strong vertical frameworks • Innovative developers anticipate problems and make helpful suggestions. • Weaknesses • Dependence on a few large clients • Customer experience skills seem limited but are growing.

30. Luxoft case study • The problem: An oil and gas company was creating a lot of data from field operations but was struggling to generate revenue using the valuable data. • The solution: A Luxoft partnership led to a software tool that aggregated well operations data and allowed the customer to more closely predict production at each site.

31. Ness Software Engineering Services • Strengths • Connected framework and CTO office initiatives suggest strong vision of platform projects. • Strong Agile practices boost time-to-market. • Weaknesses • Private equity ownership can inhibit skills acquisition. • Limited work in project life cycle outside development and testing

32. Ness SES case study • The problem: A multinational financial services firm needed to build out the front end and back end for a customer loyalty program but lacked the local software talent. • The solution: Working with Ness, the firm created a platform that tracked earned and burned points, integrated with sponsor systems, and provided portal and mobile access.

33. Persistent Systems • Strengths • Strong on custom work for prebuilt platforms like Jive • Clients mentioned quality project managers onsite. • Weaknesses • Its vision doesn’t align with end-to-end, life cycle ownership. • Limited skills in some platform engineering areas

34. Persistent Systems case study • The problem: This state public health organization needed one platform to aggregate health data from 13 query networks. • The solution: It partnered with Persistent to create a platform that normalizes and combines clinical data from disparate sources allowing doctors and scientists to leverage data for improved patient service and research.

35. Agenda • Digital transformation through platform implementation • The Forrester Wave™: Digital Platform Engineering Services • Key takeaways and best practices

36. Identifying staff augmentation engagements • Level of buyer within the organization • Motivation that drove engagement with services firm • Willingness to invest the required time and money

37. How to go from staff augmentation to strategic • Treat developers from services firms as part of your own organization. • Seek services firms that will give you critical feedback and insist on projects that meet their own requirements. • Align strategy and business goals for the project. • Look for design and capability thinking.

38. Related Research • The Forrester Wave™: Digital Platform Engineering Services, Q2 2016 • Brief: How To Engage With Services Firms On Digital Platform Projects Upcoming: • Maturity Assessment: Partnering With Digital Platform Engineering Services Firms (January, 2017)

39. Nate Fleming +1 617-613-6057 nfleming@forrester.com Twitter: @nfleming_for Nate’s Research Landing Page