Each table and figure of the report is listed in Appendix C with the indicators it draws on and its base. Where one base covers the whole exhibit, Appendix C gives it. Where the base differs from row to row, the exhibit prints it beside each figure. From any table or figure, a reader can move to the companion analyses that hold the full statistics behind it. Where a table combines several indicators, each indicator is listed.
Exhibit | Title | Where reported | Indicators | Base |
|---|---|---|---|---|
Figure 1 | Mean indicator rating of the five failure categories | Introduction, 3 | Study: cancellation, Analysis: Active Engagements, Study: customer satisfaction, Analysis: Measured Return, C051, Study: disclosure, Study: intent to leave, C148, C144, C150, C078, C008, C126, C104, C103, Study: engagement indicator mean | Given in the exhibit |
Figure 2 | Respondents by role and engagements by lifecycle stage | Introduction, 4.1 | Study: roles, Study: lifecycle, Study: outsourcing type, Study: class of work, Study: institution type, Study: vendor type, Study: delivery location | n = 850 respondents |
Figure 3 | Engagements by status and lifecycle stage | Introduction, 4.1.3 | Study: lifecycle | n = 150 engagements |
Figure 4 | Engagements by outsourcing model | Introduction, 4.1.4 | Study: outsourcing type | n = 150 engagements |
Figure 5 | Engagements by type of financial institution | Introduction, 4.1.5 | Study: institution type | n = 150 engagements |
Figure 6 | Engagements by process family | Introduction, 4.1.6 | Study: process families | n = 150 engagements |
Table 1 | The five manual alteration methods | Introduction, 4.6.1 | Given in the exhibit | |
Figure 1.1 | Cancellation rate by lifecycle stage against the study-set rate | Part 1, 1.1 | Study: lifecycle, Field: Engagement Phase, C036 | n = 150 engagements |
Figure 1.2 | Composition of the 150 engagements by cancellation and rated risk | Part 1, 2 | Study: cancellation, Analysis: Active Engagements, C039, Measure: Cancellation | Given in the exhibit |
Figure 1.3 | Engagements by recorded customer satisfaction | Part 1, 3.1 | Measure: Satisfaction, C048 | Given in the exhibit |
Figure 1.4 | Cancellation rate by engagement indicator quintile | Part 1, 4.2 | Analysis: Four Measures, Analysis: Mean Quintiles, Analysis: Active Engagements | n = 150 engagements |
Table 2 | The study measures by engagement indicator quintile | Part 1, 4.2.2 | Analysis: Mean Quintiles | Given in the exhibit |
Table 3 | Structural attributes against the four core study measures | Part 1, 5 | C031, Field: Bank Type, C032, C033, Field: Use Case, C044, C045, C046, C062, C063, C064, C065, C066, C067, C068, C076, C077, C079, C040, C041, C042 | Given in the exhibit |
Table 4 | The four core study measures by type of financial institution | Part 1, 5.1.1 | Field: Bank Type, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements |
Table 5 | The four core study measures by outsourcing model | Part 1, 5.3.1 | C032, Field: Outsourcing Type, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements |
Table 6 | The four core study measures by class of work | Part 1, 5.3.2 | C033, Field: Class of Work, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements |
Table 7 | The four core study measures by process family | Part 1, 5.3.3 | Field: Use Case (process family), Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements |
Table 8 | The four core study measures by pricing model | Part 1, 5.4.1 | C044, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 107 engagements |
Table 9 | The four core study measures by vendor type | Part 1, 5.5.1 | C076, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements |
Table 10 | The five failure categories ranked by mean rating | Part 2, 1 | Study: engagement indicator mean | Given in the exhibit |
Figure 2.1 | Share of answers in the distressed range, by failure category | Part 2, 1.1 | Study set (no single indicator) | Given in the exhibit |
Table 11 | Mean rating of each failure category by engagement status, lifecycle stage and respondent role | Part 2, 1.1 | Study set (no single indicator) | Given in the exhibit |
Table 12 | The indicators of financial institution readiness, from the lowest mean rating | Part 2, 2 | C114 | Given in the exhibit |
Figure 2.2 | Share of answers in the distressed range, the four data indicators | Part 2, 2.1 | Given in the exhibit | |
Table 13 | The indicators of co-management, from the lowest mean rating | Part 2, 3 | C156 | Given in the exhibit |
Figure 2.3 | Written responses on the scrutiny of agent output, by sentiment score | Part 2, 3.4.3 | Given in the exhibit | |
Table 14 | The indicators of vendor capability, from the lowest mean rating | Part 2, 4 | C093, C135 | Given in the exhibit |
Table 15 | The indicators of AI technology, from the lowest mean rating | Part 2, 5 | C177 | Given in the exhibit |
Table 16 | The indicators of the third-party ecosystem, from the lowest mean rating | Part 2, 6 | C198 | Given in the exhibit |
Figure 3.1 | Share of answers in the distressed range, the 19 governance indicators | Part 3, 1 | C110, C111, C112, C136, C137, C138, C139, C140, C141, C142, C143, C144, C145, C146, C147, C148, C149, C150, C154 | Given in the exhibit |
Table 17 | Respondents by role | Part 4, 1.1.1 | C005, Study: roles, Study: intent to leave | Given in the exhibit |
Figure 4.1 | Mean years of career experience and of agentic AI experience, by respondent role | Part 4, 1.3 | Given in the exhibit | |
Table 18 | Professional certifications reported by respondents | Part 4, 1.5.1 | Given in the exhibit | |
Table 19 | AI certifications reported by respondents | Part 4, 1.5.2 | Given in the exhibit | |
Table 20 | Sources of AI knowledge reported by respondents | Part 4, 1.5.3 | Given in the exhibit | |
Table 21 | The five manager indicators | Part 4, 2.1 | Given in the exhibit | |
Table 22 | Trust in and care from the financial institution | Part 4, 4.1 | Given in the exhibit | |
Table 23 | Trust in and care from the employer | Part 4, 4.4 | Given in the exhibit | |
Figure 4.2 | Share of intent-to-leave ratings in the distressed range, by engagement status and lifecycle stage | Part 4, 5.1 | Given in the exhibit | |
Figure 5.1 | Respondents reporting each directly counted manual alteration method | Part 5, 1 | Given in the exhibit | |
Table 24 | Cancellation by the answer assigned to each engagement on each counted method | Part 5, 1 | Given in the exhibit | |
Figure 5.2 | Share of respondents reporting each manual alteration, by respondent role | Part 5, 2 | Analysis: Alterations by Role, Analysis: Manager Alterations, Study: disclosure | Given in the exhibit |
Table 25 | Respondents answering True on each counted question, by role | Part 5, 2.1.1 | Analysis: Alterations by Role | Given in the exhibit |
Table 26 | Disclosure of the alterations by role, summed across the three paired questions | Part 5, 2.2.1 | Analysis: Manager Alterations | Given in the exhibit |
Table 27 | Respondents answering True on each counted method, by indicator quintile | Part 5, 2.3 | Study: alteration by indicator quintile | Given in the exhibit |
Table 28 | Indicators named most in the reasons for each counted method | Part 5, 3.4 | Given in the exhibit | |
Figure 5.3 | Manual alterations discussed with vendor management and with the financial institution | Part 5, 4 | Given in the exhibit | |
Table 29 | Disclosure of manual alteration to the financial institution | Part 5, 4.2 | Given in the exhibit | |
Table 30 | Obligations named in the most answers as governing the engagement | Part 5, 6.1 | C056 | Given in the exhibit |
Table 31 | The seven immediate actions and the primary findings on which each rests | Part 6, 1 | Study set (no single indicator) | Given in the exhibit |
Table 32 | The program at a glance, with what reaches the board at the end of each block | Part 6, 2 | Study set (no single indicator) | Given in the exhibit |