Gartner predicts that by 2028, sourcing, procurement, and vendor management leaders who take a business outcomes approach to critical services will create 25 percent more value for their companies vs those who maintain the status quo. This forecast has significant implications for how organizations measure the value derived from their managed services provider (MSP). 

Customers today expect much more from the brands and companies they work with, and increasingly that expectation includes a desire for personalized service. Per research by McKinsey, 71% of customers want a personalized experience and 76% become frustrated by a lack of such interactions.