2021 Enterprise Services in China

Source:iResearchNovember 18,20216:52 PM Overview

Key Points

Digitalization and AI will inject vitality in enterprise service

Enterprise service covers a lot of aspects but its main characteristic will remain enterprise digitalization for a long time. This is because, after completely changing the To C sector, the Internet has reached the To B sector, guiding enterprises to primary digitalization focusing on “links and customer acquisition. With increasing clients, contact points and traffic costs, the enterprises inevitably attach great importance to customer experience and customer journey. At the same time, big data and AI technologies have just matured. With necessity and feasibility, enterprise digitalization is an inevitable trend. Digitalization and intelligence will become the new drivers to enterprise service: Even human outsourcing, which seems to be the most traditional field, carries out business digitalization through platformization and software definition, etc. This report focuses on the new variables that digitalization and intelligence bring to enterprises.


Chaos has become the new norm of transforming enterprises because of the internal posteriority and the external complexity

Transformation is the only choice for enterprises to break the bottlenecks in the aspects of customer demand, external environment and competition. As the next-generation information technology is booming, digital tools become the ideal carrier for enterprises transformation. However, to achieve digital transformation is not easy. The posteriority of internal organizational culture and the complexity of external enterprise service market bring lots of difficulties. Although some enterprises now have initial business innovation plans and enterprise service providers are prepared in relevant digital technologies, the two parties have not formed benign links yet, hindering the implementation of enterprise business innovation and the value conversion of vendors’ advanced technologies. Chaos has become the key word for enterprises in digital transformation bottleneck periods.


In-depth transformation empowers companies to expand business layout and to lead the industry ecology

Enterprises may encounter internal and external difficulties in the transformation process. However, if they can establish a top-down transformation decision-making mechanism, link the business processes and real needs between various departments, and get equipped with information tools that can solve their pain points, they will probably enjoy the dividends brought by transformation. iResearch believes that enterprises provide a technological base for industry digitalization and digital industrialization through digital transformation and upgrading. Industry digitalization and digital industrialization complement each other. On the one hand, internal business innovation can help the companies suffering from very limited growth in the traditional model to expand business layout and create the second growth curve. On the other hand, enterprises can form an industrial platform through the external radiation of their capabilities to provide services for companies and users both in the upstream and downstream of the industry chain, which can not only increase revenues but also strengthen their differentiated position in the industry and establish resource barriers that serve their long-term development


Information technology application innovation brings great opportunities 

Information technology application innovation (ITAI) is a long-term strategy for the development and upgrade of China's IT industry. Beginning with independent innovation of core components of key links and pilot zones in the Party, government and military organizations as well as key industries related to the national economy and people's livelihood, it gradually establishes independent IT infrastructure and standards, achieving optimization and upgrading of the strength and structure of the entire IT industry chain. ITAI has been an important policy driver for the development of China's To B market in recent years. It promotes the industry from four aspects, which are 'demand increase, experience accumulation, ecological construction, and social support', conducing to the development of vendors, and the vitality of the whole enterprise service market.


In China, the digitalization level in different industries varies. According to the National Bureau of Statistics’ classification of industries, iResearch believes that finance, e-commerce and software information industries are at the core of the digital economy ecology, supporting the digital transformation of other industries. They also have the highest level of digitalization. Through business synergy and demonstration effect, the digitalization of these three industries transmits to peripheral industries, leading to gradual digitalization of the first-mover industries and the penetrated industries. For example, the development of e-commerce contributes to the improvement of the digital level of the retail industry, penetration to the closely linked catering and (consumer goods)manufacturing fields, and promotes the synergistic progress of whole industry digitalization in the form of a network.

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