Source: https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/appendices/appendix-f-index/
Author: Phil Hatch
Publisher: Akholi

Appendix F: Index

The 2026 Report · Appendices

# Appendix F: Index

A subject guide to the report’s topics, indicators, and methods

By Phil Hatch · Akholi · Version 1.8.2

Complete study · PDFAppendices · PDFStudy overview / Appendices / Appendix F: Index

The index lists each term defined in Appendix A with the Part and section in which it appears. A term used in more than 40 sections is listed by Part.

Table 37. Index of defined terms

| Term | Where it appears |
| --- | --- |
| 10-point scale | Introduction: 3, 4, 4.1.2, 4.3.1, 4.5.1; Part 1: 4; Part 2: 1, 2, 4; Part 4: 1.1.1, 5 |
| Active | Introduction; Part 1; Part 2; Part 4; Part 5; Part 6 |
| Agent | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Agentic AI outsourcing | Introduction: 3, 4, 4.3.1, 4.7.5; Part 1: 1, 1.2, 1.2.2, 5.1, 5.1.5, 5.1.6, 5.2.2; Part 2: 4.2.2, 4.2.3, 4.2.4, 4.6.3; Part 4: 1.3, 1.3.2, 2.1.4, 2.1.5; Part 6: 1, 2.1 |
| AI technology | Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 5, 5.2.2, 5.3, 5.3.2, 5.6, 5.6.2, 6.8.2; Part 5: 3.4 |
| Anecdote strength | Introduction: 4.1.1; Part 2: 3.5.4, 4.5.2, 4.8.1, 5.3.3, 5.5.3, 6.6.1, 6.7.4; Part 3: 5.1; Part 4: 1.2.1, 1.3.2, 1.4.2, 4.3.3, 4.4.1, 4.4.2; Part 5: 7.3.1 |
| Base | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Build-Out | Introduction: 4.1.3; Part 1: 1, 1.1, 1.1.2, 1.1.3, 1.1.4, 1.2.1; Part 2: 1.1, 2.1.4, 3, 3.4.3; Part 4: 5.1; Part 5: 1.2.1 |
| Canceled | Introduction; Part 1; Part 2; Part 4; Part 5 |
| Canceled or at risk | Part 1 |
| Cancellation likelihood | Introduction: 4.4.1, 4.4.2; Part 1: 2, 2.2, 2.2.1 |
| Cancellation rate | Introduction; Part 1; Part 2; Part 4; Part 5 |
| Chi-square test | Introduction: 4.7.3 |
| Class of work | Part 1: 2.1.1, 5, 5.3, 5.3.2, 5.6.1 |
| Clean estimate | Introduction: 4.2.5, 4.5.3, 4.7.1, 4.8.3 |
| Cluster bootstrap | Part 1; Part 2; Part 4 |
| Co-management | Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 2.6, 3, 3.2.2, 3.5.4, 5; Part 3: 1, 1.2; Part 6: 1, 1.2, 2, 2.3, 2.4, 2.5 |
| Companion analysis | Introduction: 4, 4.7, 4.8.1, 4.8.2; Part 1: 5.3.4 |
| Confidence interval | Introduction: 4.7.1 |
| Customer management executive | Part 4: 1.1.1 |
| Customer satisfaction | Introduction; Part 1; Part 2; Part 4; Part 5 |
| Delivery team | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Delivery workforce | Introduction: 3; Part 1: 5.6; Part 2: 4.5; Part 4: 1, 1.2.1 |
| Descriptive contrast | Introduction: 4.2.5, 4.7.1 |
| Design effect | Appendix A only |
| Detection floor | Appendix A only |
| Did not hold | Introduction: 4.2.5, 4.3.3, 4.7.2; Part 1: 1.1.4, 5, 5.2.1, 5.6.2; Part 5: 4.1.1 |
| Distressed | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Effective sample size | Appendix A only |
| Emotional state | Part 4: 5.4 |
| Engagement | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Engagement attribute | Appendix A only |
| Engagement indicator mean | Introduction; Part 1; Part 2; Part 4; Part 5 |
| Engagement level | Introduction: 4.5.2; Part 1: 5.4.3, 5.6.2; Part 2: 4.2.4, 5.2.1, 5.8.2; Part 4: 1, 1.5.2, 1.5.3; Part 5: 1.1.1, 4.1, 4.1.1, 4.1.3 |
| Engagement manager | Part 1; Part 2; Part 3; Part 4; Part 5 |
| Equivalence bound | Introduction: 4.7.2 |
| Equivalence test | Appendix A only |
| Failure category | Part 1: 4.1; Part 2: 1, 1.1; Part 5: 3.4; Part 6: 1 |
| False discovery rate | Introduction: 4.7.1; Part 1: 4.3.1 |
| Favorable-direction conversion | Introduction: 4, 4.3, 4.3.1, 4.3.2, 4.4.1, 4.8.3; Part 1: 2.2.1, 3, 3.2, 3.2.3; Part 4: 5.1, 5.1.1, 5.1.2, 5.2, 5.2.1, 5.2.2; Part 5: 1.4.2, 1.4.3, 7, 7.3 |
| Financial institution | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Financial institution disclosure | Introduction: 4.6.3 |
| Financial institution readiness | Introduction: 3, 4.2.3; Part 1: 4; Part 2: 1, 1.1, 2, 2.3.1, 2.6.1, 5; Part 3: 1; Part 5: 1.1, 3.4; Part 6: 1, 1.1 |
| Financial institution staff | Introduction: 3; Part 2: 2, 2.4.2; Part 6: 2 |
| Four core study measures | Introduction; Part 1; Part 2; Part 4 |
| Held | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| High risk | Introduction: 4.4.2 |
| Holm correction | Part 1: 2.1.1, 5.6.1; Part 2: 3.1.3, 3.3.1; Part 5: 4.1.1, 4.1.2, 4.1.3 |
| Inconclusive null | Introduction: 4.7.2 |
| Indicator | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5 |
| Indicator class | Appendix A only |
| Indicator quintile | Part 1: 4.2.2; Part 5: 2.3 |
| Indicators distressed | Introduction: 4.3.2, 4.5, 4.5.5 |
| Individual contributor | Part 1; Part 2; Part 3; Part 4; Part 5 |
| Intent to leave | Introduction; Part 1; Part 2; Part 4; Part 5; Part 6 |
| Internal disclosure | Introduction: 4.6.3; Part 5: 4, 4.1, 4.1.1, 4.1.2, 4.1.3 |
| Intraclass correlation (ICC) | Appendix A only |
| Leave-one-out | Introduction: 4.5.1 |
| Manual alteration | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Manual alteration of AI outputs | Introduction: 3, 4.6.1; Part 3: 2.3; Part 5: 1, 1.3.1 |
| Manual alteration of financial institution processes | Introduction: 3, 4.6.1; Part 5: 1, 1.2.1 |
| Manual alteration of financial-institution-provided data | Introduction: 3, 4.6.1; Part 2: 2.1, 2.1.4; Part 5: 1.1.1 |
| Measured return | Introduction: 3, 4.5, 4.5.5; Part 1: 3, 3.3, 3.3.1 |
| Model provider | Introduction: 4.2.1; Part 2: 6.6, 6.6.2, 6.6.3, 6.8.1; Part 6: 1.4 |
| Moderate risk | Introduction: 4.4.2 |
| Non-answer | Appendix A only |
| Null equivalent to zero | Introduction: 4.7.2 |
| Outsourcing model | Introduction: 4.1.2, 4.7.3, 4.7.5, 4.7.6; Part 1: 2, 2.1.1, 5, 5.3, 5.3.1; Part 5: 1.2.1 |
| p value | Introduction: 4.7 |
| Partial test | Introduction: 4.7.1 |
| Pearson's r | Introduction: 4.7.1 |
| Perceived fact | Introduction: 4.3.3 |
| Portfolio director | Part 1; Part 2; Part 3; Part 4; Part 5 |
| Primary and secondary response | Appendix A only |
| Process family | Introduction: 4.1.3, 4.7.6; Part 1: 2.1.1, 5, 5.3, 5.3.3, 5.6.1, 5.6.3; Part 2: 3.1.3, 3.3.1 |
| Production | Introduction; Part 1; Part 2; Part 3; Part 4; Part 6 |
| Question without a favorable end | Appendix A only |
| Rated indicator | Part 2: 3.5; Part 4: 1.4 |
| Rating | Introduction; Part 1; Part 2; Part 4; Part 5 |
| Reported experience | Introduction: 4, 4.2; Part 1: 1; Part 3 |
| Reporting alteration | Introduction: 3, 4.6.1, 4.6.2; Part 5: 1.4, 1.4.3; Part 6: 1.3 |
| Respondent | Introduction; Part 1; Part 2; Part 4; Part 5; Part 6 |
| Respondent level | Introduction: 4.5.4; Part 1: 5.4.3; Part 4: 1.1, 1.1.1, 1.2, 1.2.1, 1.2.2, 1.2.3, 1.3.1, 1.3.2; Part 5: 2.3 |
| Robustness check | Introduction: 4.8.2; Part 1: 2.1.1, 3.2; Part 2: 3.1.2, 3.2.2, 3.3.3, 3.4, 4.4, 5.5, 5.6.2, 6.4, 6.5, 6.6, 6.7.1; Part 4: 1.3.1, 1.3.2, 1.5.3, 2; Part 5: 1.1.2, 1.2.1, 1.3.1 |
| Sentiment score | Introduction: 4.1.2, 4.7.6 |
| Spearman's rho | Appendix A only |
| Structured answers | Introduction: 4.1.2, 4.8.1 |
| Study norm | Appendix A only |
| Study set | Introduction: 4.1, 4.1.2, 4.2.1, 4.3.2, 4.5.1, 4.5.2, 4.5.5, 4.7.1, 4.7.2; Part 1: 1, 1.2, 2, 2.1.1, 3.1, 3.3, 4, 4.2, 5.3, 5.3.4; Part 2: 1, 1.1; Part 3; Part 4: 5.1; Part 5: 7 |
| The two firms | Part 1: 5.2, 5.2.2; Part 2: 1, 1.1, 3, 3.1, 3.1.1, 3.1.2, 3.1.4, 3.2, 3.2.1, 3.2.2, 3.2.3, 3.2.4, 3.3, 3.3.3, 3.4, 3.4.1, 3.5.1, 3.5.2, 5, 5.6, 5.6.1, 5.8, 6.8.2; Part 3: 1, 2, 2.1, 2.2; Part 6: 1, 1.2, 2.4 |
| Theme | Introduction: 4.8.3 |
| Thin base | Introduction: 4.1.1 |
| Third-party ecosystem | Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 6, 6.1.1, 6.1.2, 6.2.1, 6.2.2, 6.3.1, 6.3.2, 6.4.1, 6.4.2, 6.5.1, 6.5.2, 6.5.3, 6.6.2, 6.6.3, 6.7.1, 6.7.2, 6.7.3, 6.7.4, 6.8.1, 6.8.2; Part 5: 1.5; Part 6: 2.3, 2.4 |
| Third-party provider | Introduction: 4.2.1; Part 2: 6.4, 6.4.1, 6.5.3; Part 6: 1.4 |
| Third-party work done by hand | Introduction: 3, 4.6.1; Part 2: 6; Part 5: 1.5 |
| Transition/Cut-Over | Introduction: 4.1.3; Part 1: 1, 1.1, 1.1.4, 1.2.1; Part 2: 1.1; Part 4: 5.1; Part 5: 1.1.1, 1.3.1 |
| Type of financial institution | Introduction: 4.1.2, 4.1.3, 4.7.3, 4.7.5; Part 1: 2, 2.1.1, 5, 5.1.1, 5.6.3 |
| Unfavorable-direction indicator | Appendix A only |
| Vendor | Introduction; Part 1; Part 2; Part 3; Part 4; Part 5; Part 6 |
| Vendor capability | Introduction: 3; Part 1: 4; Part 2: 1, 1.1, 4, 4.2.2, 4.3, 4.3.2, 4.5.3, 4.5.5, 5; Part 6: 2 |
| Vendor type | Introduction: 4.7.3; Part 1: 5, 5.5.1, 5.5.2; Part 4: 1.5.2, 1.5.3 |
| Welch's analysis of variance | Introduction: 4.7.3 |
| Written answers | Introduction: 4.1.2, 4.6.1, 4.6.2, 4.7.6, 4.8.1; Part 2: 6; Part 4: 3, 3.4; Part 5: 1, 1.4, 1.5, 3.4, 4.2, 5, 5.1, 6.2; Part 6: 1.3, 1.6 |
| Written response | Introduction: 4.1.2, 4.2, 4.7.6; Part 1: 1.1.4, 1.2.2, 3.2.4, 5.1.4, 5.3.1; Part 2: 2.5.1, 2.7.1, 3.1.1, 3.1.3, 4.1.1, 4.2.3, 4.5.3, 5.2.3, 5.4.2, 5.8.3, 6.1.1, 6.2.1, 6.5.1, 6.8.1; Part 4: 1.2.3, 2.1.1, 2.1.2, 2.1.4, 3.1.1, 3.2.1, 3.2.2, 4.2.2, 5.3, 5.3.3 |

← Appendix E: Companion Indicator Statistical AnalysesAppendix G: Disclosure of the Use of Artificial Intelligence →