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KPMG Global Insights Pulse surveys


About KPMG Global Insights Pulse surveys

After acquiring EquaTerra in 2011, KPMG has continued and expanded EquaTerra's industry leading Pulse research program (begun in 2004) as an even broader family of market studies.

Global Insight Pulse surveys are forward looking and focus on identifying and interpreting key market conditions, characteristics and best practices in end-user organizations' usage of shared services, outsourcing and third-party business and IT services in the following functional areas: 

  • Call center and customer care
  • Finance and accounting
  • Human resources
  • Information technology, including cloud computing
  • Procurement and supply chain
  • Real estate and facilities management
  • Vertical industry business services such as research and development and document services
  • Knowledge process outsourcing
  • Robotic and cognitive process automation
  • Additional functional areas such as facilities management, research and development, document services and legal

Focus areas

Topical areas covered in this Pulse survey program include:

  • Drivers and goals sought in the use of third-party services
  • Types of change efforts undertaken to improve global service delivery capabilities and key success factors
  • User demand and buying patterns
  • Vertical and functional demand trends
  • Global sourcing trends and locations
  • Deal terms and conditions
  • Shared services and outsourcing governance and management
  • Enterprise software systems deployment and management
  • Cloud computing initiatives
  • Sales cycles and deal scope for third-party services
  • Pricing and profitability
  • Special topics by survey and market conditions, including deep dives into specific functional and regional global business services trends

Participants' profile

Depending on the focus of a particular Pulse survey, KPMG invites one or more of the following groups to participate:

  • KPMG senior professionals in the field working with buyers that are actively managing global business services initiatives involving shared services operations or with third-party business and IT service providers and outsourcers as well as in other areas such as cloud computing
  • Executives at leading global business, IT and cloud service providers
  • Partners and other senior members of law firms that advise buyers on their global business services efforts


For a global point of view on the issues impacting organizations strategies and day-to-day operations, visit kpmg.com/Global at The Pulse, or contact:

Stan Lepeak

Stan Lepeak

Global Research Director, KPMG LLP