Anticipating Platform Disruption in the Services Business

Client Background 

The client is a mid-sized North American professional services firm that advises enterprise customers on HR transformation and customer experience management. With a strong regional footprint, the firm was beginning to see technology-led shifts in its core advisory domains. 

Client’s Challenge 

The leadership team was observing early signs of productization in adjacent technology spaces, particularly in HR and CX platforms. They were concerned that SaaS tools and AI-driven dashboards were beginning to reshape client expectations and encroach on traditional advisory offerings. To make strategic positioning decisions, the firm approached Mordor Intelligence for market intelligence on how software vendors were evolving and how these shifts might influence client demands. 

How Mordor Intelligence Helped 

Tracking Productization Across Adjacent Platforms 

• Monitored new service layers and feature enhancements across HR analytics and customer journey tools.
• Analyzed UI/UX upgrades, automation capabilities, and dashboard sophistication to understand product maturity. 

Positioning and Go-to-Market Review 

• Studied go-to-market strategies of major enterprise tech vendors and emerging disruptors.
• Mapped how these platforms communicated their value propositions to end users. 

Voice of Market Integration 

• Conducted expert conversations with SaaS channel managers and industry analysts.
• Gathered qualitative insights on client-side adoption, value perception, and budget shift patterns. 

Key Findings 

• Platform players were increasingly positioning analytics and decision-support tools as "advisory-light" offerings.
• Buyers valued real-time insights and dashboard access over traditional consulting presentations in certain process areas.
• High adoption was seen in CX journey mapping tools that allowed internal teams to self-serve insight generation.
• HR tech vendors were blending service support into onboarding and implementation, blurring the line between software and consulting. 

Our Industry Coverage 

We support functional nutrition and personal wellness brands with deep competitive and innovation intelligence across. Our customized services include: 

• Opportunity Assessment: Evaluating product-market fit for new concepts or adjacencies.
• Product to Market Assessment: Understanding launch readiness and competitive saturation before rollout.
• Customer Need Analysis: Identifying evolving consumer priorities in functional nutrition.
• Launch and Claims Analysis: Dissecting emerging trends in messaging, benefits, and regulatory positioning.
• Go-to-Market Strategies: Supporting brand teams with category-specific positioning and channel insights.