MSP 4.0: FROM CONTINGENT WORKFORCE MANAGEMENT TO CONTINGENT TALENT EMPOWERMENT
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www.everestgrp.com | EGR - 2021 - 25 - V - 4434
A dynamic world further disrupted by COVID - 19
Before the pandemic, the global business environment was already in a state of flux with four macro
forces upending traditional business models (see Exhibit 1): evolving customer expectations,
technological innovation and disruption, the geopolitical environment, and challenges related to the
workforce mix. COVID - 19 ushered in further disruption in 2020 and introduced a fifth element –
increased focus on risk management, as shown below.
EXHIBIT 1
Five macro forces
Source: Everest Group (2021), Harvard Business Review, Aon, Accenture Strategy,
Microsoft, Salesforce, US Patent and Trademark Office
Evolving customer expectations
Consumer expectations have transformed radically in the last few years
Technological innovation and disruption
Technology has been advancing at an accelerated pace, with large - scale adoption
Number of US patents filed (thousands)
Time - to - scale (to reach 50 million users in years)
50 years
22 years
14 years
12 years
7 years
3 years
1 year
Telephone
Television
Computers
Mo bile phones
Internet
Facebook
We Chat
690 +
630
520
417
315
228
176
127
112
2020
2015
2010
2005
2000
1995
1990
1985
1980
Geopolitical environment
The geopolitical environment has been in a state
of flux, posing new challenges for businesses.
Workforce mix changes
The workforce mix has been shifting in terms
of worker generations and preferences
Almost of the workforce in 2020 consisted of millennials
and Gen Z, compared to just 35% in 2015; this group will account
for up to of the workforce in 2025.
59%
~75%
Protectionism Trade wars
Economic recession
51% 46%
3%
Importance of embedding
more robust business
continuity plans
% of respondents
Extremely
important
Somewhat
important
Extremely
unimportant
Risk management
expect consistency
and continuity from a brand
perspective across channels
expect companies
to respond and interact in
real - time
64% 90% 73%
expect customer
service channels to be easy
and more convenient
81%
prefer a self - serve
option before reaching out
to an agent
