Webinar – The reality of how AI adoption is being scaled across Europe

You can access the recording of this Webinar and the corresponding PPT Presentation on SITSI.

The webinar explores the current state of AI adoption across Europe, featuring insights from Principal Analyst Spencer Izard.

Drawing on data from a recent survey of 565 organizations, the session examines how companies implement AI, the challenges they encounter, and the opportunities they pursue.

Key concerns include responsible AI, data quality, and the need for transparent outputs.

Spencer Izard notes that while many organizations are in the pilot or experimentation phase—particularly in areas like marketing and content creation—issues such as data sovereignty and system integration continue to pose significant barriers.

The session also underscores the need for upskilling and responsible AI practices as critical factors for long-term competitiveness.

It concludes with a look ahead to future research topics and the role of innovation culture in successful AI adoption.

Latest News

PAC Appoints Dan Bieler as Principal Analyst & Consultant for Digital Strategy

Munich, July 11, 2025 – Pierre Audoin Consultants (PAC), the leading European research and consulting firm for the software, ICT services, and digital technology markets, today announced the appointment of Dan Bieler as Principal Analyst & Consultant in Digital Strategy.

In his new role, Dan Bieler will strengthen PAC’s capabilities in delivering research-driven insights and strategic consulting services to technology providers and end user organisations across Europe. His focus will include customer and employee experience, business model transformation, innovation strategy with an emphasis on open innovation, and the development of the telecommunications sector as a cornerstone of Europe’s digital infrastructure.

“We are thrilled to welcome Dan to the team. His expertise and client-focused approach will enhance our ability to deliver impactful digital strategy advice across Europe,” says Daniella Campbell, CEO of the PAC Group.

Dan Bieler brings extensive experience in translating complex business requirements into effective technology strategies and aligning business and tech stakeholders to drive transformation. He takes a customer-centric approach that helps organisations view technology trends through the lens of end-user needs and business priorities.

Dan is a seasoned analyst and consultant with 20+ years of experience in advising senior executives on digital strategy, innovation, and telecoms transformation across global markets. He is recognised for bridging business strategy and technology insight, and for delivering high-impact consulting and thought leadership. Dan previously served as Principal Analyst at Forrester Research, leading research and client advisory in areas such as innovation management, future of work, and digital customer experience. At Deutsche Telekom, IDC, and Informa (Ovum), he shaped marketing strategies, go-to-market plans, and telecoms research programs, with a focus on executive engagement and commercial impact. Earlier in his career, Dan worked as an investment banker at Crédit Lyonnais and Nomura. Dan holds an M.Sc. in Emerging Markets Economies from SOAS, University of London, and a B.Sc. in Economics from the London School of Economics and Political Science.

As Principal Analyst & Consultant, he will lead strategic engagements, deliver research and market analysis, and support PAC’s European end-user business by fostering dialogue between enterprise decision-makers and technology providers. He will also contribute to PAC’s thought leadership through events, conferences, and media engagement.

“PAC stands apart by offering a unique European perspective on the technology landscape,” says Dan Bieler. “In today’s rapidly evolving environment, organisations need partners who combine deep regional expertise with a strong focus on tangible client outcomes. I am excited to join a firm that understands the European context and is committed to helping clients succeed.”

With this appointment, PAC continues to expand its analyst team to meet growing demand for strategic advisory services that bridge business and technology and reflect the diversity of Europe’s markets.

For more information, contact us: communications@pacanaylst.com

July 11, 2025

Webinar – Deconstructing Agentic AI

You can access the recording of this webinar on SITSI.

The webinar Deconstructing Agentic AI explores the evolving role of agentic AI in enterprise environments. Tom Reuner and Spencer Izard examine how organizations move from experimentation toward strategic integration, drawing parallels with past waves of innovation such as cloud and RPA.

Rather than following hype, the session encourages a focus on operational value, governance, and business alignment. Acknowledging that many companies are still early in their adoption journey, the discussion highlights the importance of defining clear models for implementation and long-term success.

The webinar ultimately calls for a structured, experience-informed approach to realizing AI’s full potential.

May 20, 2025

PAC Acquires IDATE to Cement Leadership in Europe’s Digital Strategy Landscape

Paris, May 19, 2025—Pierre Audoin Consultants (PAC), the leading independent European research and consulting firm in digital transformation, software, and IT services, today announced the acquisition of IDATE, a distinguished market intelligence firm and wholly owned subsidiary of DigiWorld Institute. Based in Paris and Montpellier, France, IDATE brings a legacy of excellence in analyzing and navigating the digital economy. This strategic move marks a significant milestone in PAC’s growth trajectory, reinforcing its role as a premier player in Europe’s digital landscape.

The integration of IDATE deepens PAC’s capabilities in critical domains such as 5G/6G networks, fiber infrastructure, digital public policy, and digital market dynamics—adding further value to its extensive portfolio of high-impact services.

United by a shared commitment to analytical excellence, independence, and service to both public and private sector stakeholders, PAC and IDATE will continue to operate under their respective brands. This approach preserves their unique identities, trusted teams, and differentiated client offerings, while fostering the gradual implementation of synergies to create Europe’s leading independent provider of strategic digital insights.

Leadership Commentary:

Vincent Rouaix, Chairman of PAC, remarked: “The acquisition of IDATE represents a pivotal opportunity to unite our strengths and deliver unparalleled expertise across the digital value chain.”

Daniella Campbell, CEO of the PAC Group, added: “By combining our complementary strengths and deep domain expertise, we are uniquely positioned to redefine industry standards and set a new benchmark in the market.”

François Barrault, Chairman of the DigiWorld Institute, commented: “This merger opens a new phase of growth for IDATE, in line with its history and unique positioning on digital transformation challenges. I welcome this shared momentum.”

Jean-Luc Lemmens, President of IDATE, concluded: “Our capabilities are highly complementary, and this partnership will allow us to accelerate our development while continuing to serve our clients with the same high standards. It will be a pleasure for me to continue my role in the development of IDATE with the PAC group.”

>> Click here to download the french version of the press release

About PAC

We are a content-based company with a consulting DNA. PAC is the leading European consulting and analyst firm supporting software & IT service vendors worldwide. Since 1976, we have helped our clients to understand market dynamics, grow their revenue and raise their profile. Our unrivalled understanding of European markets, and deep research coverage help key market players to define their strategy, optimize their go-to-market and increase market share. PAC is an analyst-led consultancy with a team of over 50 experts across Europe. We provide market research and analysis on more than 30 countries worldwide, delivered through our portfolio pillars, Guidance, Insights, and Visibility, and our renowned SITSI® research platform.

About IDATE

Founded in 1977, IDATE is an independent consultancy specializing in digital markets, with a focus on digital infrastructure. Based in Paris and Montpellier, IDATE brings together a team of experts and consultants who support businesses and public institutions in their digital transformation efforts. More information on idate.fr

About Digiworld Institute

Digiworld Institute is a European think tank that aims at economic, environmental and societal progress through digital. For over 47 years, we have been helping private and public players to take a step back in order move forward. We analyse, debate and question the potential and challenges of digital technology to enable our members to make informed decisions, make their voices heard and participate in the construction of a positive and responsible European digital project. Our aim? To feed the debate and inspire action. More information on www.digiworldinstitute.org

May 19, 2025

Webinar – IT Services Rankings 2024: Global & EMEA Market Leaders

You can access the recording of this Webinar and the corresponding PPT Presentation on SITSI.

This webinar features PAC Chief Analyst Christophe Châlons, who presents key insights from the 2024 rankings of IT services and software vendors. Accenture maintains a strong lead in the market, despite ongoing geopolitical challenges.

TCS and IBM also demonstrate notable growth, each with distinct positioning trends. The session further explores developments in the software and cloud space, spotlighting providers like Microsoft and AWS.

It concludes with an introduction to PAC’s SITSI research platform, which offers access to deeper market data and upcoming rankings.

April 29, 2025

PAC welcomes back Tobias Ortwein in New Role as Group Digital Officer

Munich, April 24th, 2025 – Pierre Audoin Consultants (PAC), the leading independent European consulting and analyst firm in the area of digital transformation, software, and IT services, is proud to announce the return of Tobias Ortwein to its leadership team, reinforcing its commitment to excellence and innovation on the organization’s global growth path.

We are proud to welcome back Tobias Ortwein, who, after nine years in global consulting and management positions at top-tier IT consulting players, has now rejoined PAC as Group Chief Digital Officer (CDO). In this role, Tobias will drive the company’s digital transformation, implementing cutting-edge technologies such as artificial intelligence (AI) and leading the redesign of the SITSI®/PAC platform.

From 2002 to 2015, Tobias had already significantly shaped PAC’s success story, holding various leadership positions, including Global Head of the BAS Research Cluster and Managing Director of PAC Germany. During his tenure, he had contributed to a wide range of projects and strategic initiatives before exploring new opportunities in global consulting from 2016 onward.

After gaining valuable experience in leadership roles at Accenture, EY, and KPMG—where he focused on innovation, digital transformation, SAP-based strategies, and Customer Experience (CX)—he now returns to PAC to spearhead our organization’s digital evolution. He is based in our German office in Munich.

“We are thrilled to have Tobias rejoin our team,” sais Daniella Campbell, CEO of the PAC Group. “With his extensive expertise in digital transformation, corporate strategy, and technology, he brings back invaluable insights to PAC. As CDO, he will not only shape the company’s digital strategy but also actively contribute to key projects and sales processes. His experience and long-standing reputation for strategic insight and innovative thinking will play a crucial role in shaping PAC’s path to further growth and success.”

Tobias’ appointment, next to Tom Reuner and Dominique Raviart, marks a significant step forward as PAC continues to strengthen its leadership team to meet growing opportunities and challenges across the industry. Stay tuned for more milestones to come in 2025.

About PAC

We are a data-based market research company with a consulting DNA.

Since 1976, PAC has been providing targeted, objective answers to the growth challenges of software and IT services providers around the world. We are their preferred partner when it comes to defining their strategy, increasing their market share, optimising their go-to-market and helping them to position themselves as opinion leaders.

PAC conducts market research and analyses in over 35 countries, delivered through our portfolio pillars “Guidance”, “Insights” and “Visibility”, and our renowned SITSI® research platform. 

For more information, please visit www.pacanalyst.com

Or, contact us: communications@pacanaylst.com

April 24, 2025

PAC welcomes Dominique Raviart as Senior Analyst

We are excited to announce that Dominique Raviart has joined PAC as a Senior Analyst. Dominique began his role with us this month, and we look forward to the expertise and insights he will bring to our team.

As a Senior Analysts Dominique Raviart is specifically in charge of IoT/OT and a part of DCE and BAS services, based on his knowledge of the Salesforce services market, and the Manufacturing vertical sector.

Before joining PAC, Dominique was Practice Director at NelsonHall, where he was globally responsible for IT services research programme. His work focused in particular on software testing/QA, Salesforce services and digital manufacturing.

Dominique has worked in the IT Services industry since 1998. He started his career providing SAP training and change management services in the U.S. and the U.K. He has worked for IDC and Ovum in Paris, Amsterdam, and London.

Dominique holds a Master of International Business Studies/International MBA from the University of South Carolina, U.S. He lives in Paris.

“We are delighted Dominique has joined the team! Dominique’s knowledge and expertise will help PAC deliver even more value to our clients and will be a great asset to the company. Dominique is a well-known and highly respected analyst and it is a real pleasure to welcome him to the team!”.

The addition of Dominique to the team, alongside Tom Reuner and Tobias Ortwein, signals a powerful move as PAC gears up to embrace new industry opportunities. More milestones await in 2025!

Welcome to PAC, Dominique!

About PAC

We are a data-based market research company with a consulting DNA.

For more information, please visit www.pacanalyst.com

Or, contact us: communications@pacanaylst.com

April 24, 2025

Webinar – Cyber Security Market 2025 & Beyond: Trends in Security

You can access the recording of this Webinar and the corresponding PPT Presentation on SITSI.

This Webinar examines key developments shaping Europe’s cyber security landscape.The session features insights from analysts Wolfgang Schwab, Eric Domage, and Spencer Izard and highlights the growing importance of cyber resilience – moving beyond traditional defense to ensure business continuity during cyber incidents.

Key growth drivers include increasingly sophisticated threats, evolving regulatory frameworks such as NIS2, and the integration of AI into security strategies. The analysts also underline the value of consulting services in helping organizations manage compliance and strengthen their security posture. The session offers a detailed view of current challenges, market opportunities, and strategic approaches to building a more resilient digital environment.

March 13, 2025

PAC RADAR Highlights the Pan-industry Evolution of the ServiceNow European Partner Landscape

London, February 12th, 2025 – Market research and strategic consulting firm PAC presents its PAC INNOVATION RADAR, “ServiceNow-related Services in Europe 2025”, designed to help ServiceNow clients and regional prospects identify the right services partner for their business. PAC has evaluated ServiceNow’s leading IT services partners across five of Europe’s most important industry sectors.

The report covers various consulting and systems integrator companies, from global IT services powerhouses to business consultancies and prominent regional firms. The assessment evaluates their overall ServiceNow delivery capabilities and separate assessments for their industry domain capabilities within the following industries: retail, manufacturing, financial services, telco, and public sector.

A range of economic, political, and industry-focused challenges have continued to affect European organizations in recent years, leading to a rapidly growing demand within the region’s ServiceNow ecosystem for industry-specific engagements. This, in part, has been spurred on by growth in CxO awareness of how machine (ML) and deep learning (DL) AI have the potential to alter how an organization within an industry operates fundamentally and, in turn, drive new forms of operational efficiency to reduce costs and scale operations.

“Despite ServiceNow having a strong range of partners operating across Europe, there are significant variances and maturity levels within industries and countries, and our analysis cuts through this complexity, examining partners’ capabilities for addressing unique industry demands for co-innovation, brand enhancement, customer relationships, and optimized workflows”, said Spencer Izard, Principal Analyst at PAC and Lead Analyst of this PAC INNOVATION RADAR.

PAC’s study provides an in-depth competitive assessment of major European ServiceNow service providers and systems integrators. Leveraging extensive research, PAC has evaluated a range of the most prominent partners’ abilities to deliver comprehensive ServiceNow solutions tailored to the specific operational requirements of key sectors like retail, financial services, manufacturing, telco, and public sector.

“With technology stacks and industry operating models continuously evolving, European enterprises require strategic guidance for maximising their ServiceNow investments and gaining competitive advantages, and this report equips buyers with a focused lens for identifying partners with the right mix of technical skills, vertical expertise and vision to drive innovation”, said Spencer Izard.

Key partner differentiators analyzed include business transformation consulting, AI/analytics integration, geographic coverage, vertical offerings, and strategic innovation roadmaps. The research empowers organizations to shortlist and vet providers who align with their unique priorities before proceeding.

“As Europe’s cultural diversity drives varying digital maturity curves, a one-size-fits-all approach falls short of unleashing ServiceNow’s full potential,” added Izard. “Our vertically driven analysis enables companies to find the right ecosystem partner for co-creating exceptional digital experiences tailored to their industry.”

Industry-Led Business Outcomes

Delivering ServiceNow-related services across the complex dynamics of European industries and countries continues to be a growth opportunity for service providers focusing on business outcomes as their core tenant of engagement. PAC expects to see this market grow rapidly in both opportunity and competitiveness over the coming years, especially as it becomes essential to integrate eco-systems like ServiceNow and Adobe, for example, to provide front-to-back-office customer engagement and service integrations.

Graph: PAC INNOVATION RADAR “ServiceNow Services in Europe 2025 – Overall”

To highlight some examples of service providers that encapsulate these market dynamics, KPMG, despite the burgeoning nature of this market, has demonstrated its industry-specific ServiceNow services leadership in the European financial services (FS) sector. Tailored for banks and financial institutions, its solutions streamline banking operations, automate compliance workflows and manage risk in line with DORA, MiFID II, GDPR and Basel III.

KPMG harnesses advanced data analytics to drive personalized customer and employee experiences that boost operational resilience. With deep industry expertise and a commitment to innovation, PAC recognized that KPMG empowers financial institutions to innovate responsibly and ethically with AI to confidently navigate a rapidly evolving FS digital landscape, ensuring long-term sustainable growth, operational resiliency, regulatory compliance, and enhanced agility across all types of operations.

This study reaffirmed the key role of Sopra Steria in the market, given its long-standing European heritage and reinforced its reputation as a leading digital transformation partner for the public sector, offering tailored ServiceNow solutions that address the specific needs of government agencies. Its advanced automated compliance and secure data management capabilities ensure adherence to EU regulations, including GDPR and the NIS Directive.

In contrast, the company demonstrated that its streamlined citizen service and case management tools enhance service delivery. It was evident to PAC that by optimizing workforce planning and resource allocation, Sopra Steria empowers public bodies to deliver efficient, secure, and citizen-centered services, leading the evolution of public sector digital transformation across Europe.

To PAC, the Thirdera acquisition by Cognizant has renewed and refreshed the firm’s ServiceNow services practice across Europe. As the ServiceNow services eco-system pivots towards industry-specific workflow requirements, the company stood out for its ability to deliver bespoke solutions that streamline complex business workflows and enhance operational agility.

Leveraging advanced automation, real-time analytics and cloud integration, Cognizant demonstrated how it empowers organisations to optimise service management and drive efficiency. Its expertise in aligning innovative ServiceNow capabilities with local regulatory demands and market dynamics ensures tailored digital strategies that support sustainable growth.

Eviden’s ServiceNow practice has continued to demonstrate a strong capability to transform digital operations across Europe with innovative, tailor-made solutions that streamline industry-specific and IT service management to enhance overall business agility. By integrating advanced automation and analytics with deep local market insights, Eviden demonstrated to PAC that it converts complex operational challenges into efficient, scalable processes.

Its expertise in aligning ServiceNow deployments with European regulatory frameworks ensures seamless implementation and enduring value. As organizations are evolving to seek industry-specific workflow solutions, Eviden’s commitment to continuous innovation and cross-border collaboration establishes it as a trusted partner for comprehensive digital transformation across the continent with enduring impact.

Visit pac-radar.com for more information about our PAC INNOVATION RADAR series on “ServiceNow-related Services in Europe 2025”.

About the PAC RADAR series

The PAC INNOVATION RADAR is an effective tool for holistic evaluation and visual positioning of software vendors and IT service providers in local markets. Using predefined criteria, PAC evaluates and compares providers’ strategies, development, market position, and performance and competencies within specific market segments.

About PAC

We are a content-driven company with deep consulting expertise. Since 1976, we have delivered clear, actionable solutions that tackle the growth challenges of software and IT services vendors worldwide. Our clients trust us to define winning strategies, expand market share, refine go-to-market plans, and build influential thought leadership.

We are proud to be an analyst-led consultancy spread across multiple locations across Europe. We cover market research for over 35 countries worldwide, delivered through our portfolio pillars of Guidance, Visibility, and Insights through our renowned SITSI® research platform.

For more information, please visit pacanalyst.com

February 14, 2025

Webinar – Kick-Start 2025: IT Market Updates and Investment Priorities

You can access the recording of this Webinar and the corresponding PPT Presentation on SITSI.

PAC´s Kick Start 2025 Webinar provides an update on the IT market and shifting investment priorities. The session features insights from Chief Analyst Christophe Châlons and Principal Analyst Nick Mayes.

It begins with a review of Q4 performance across leading IT services and software vendors, highlighting mixed regional results. Companies like Accenture and IBM show strong growth, while others face continued challenges.

The analysts share an outlook for the coming quarters, pointing to AI and digital transformation as key growth drivers. Findings from a prior PAC CxO survey show that organizations are prioritizing cost efficiency, agility, and innovation. The session also touches on emerging themes such as digital sovereignty in cloud services and evolving stakeholder roles in IT decision-making.

February 6, 2025

PAC welcomes Tom Reuner as Principal Analyst

We are excited to announce that Tom Reuner has joined PAC as a Principal Analyst. Tom began his role with us this week, and we look forward to his expertise and insights.

Tom is passionate about helping clients solve business problems and understand technology adoption. He has gained a strong reputation for blending developing frameworks with pragmatic advice while connecting communities.

Leveraging his long entrenchment in the automation community and having worked with some of the brightest minds in AI for a startup, Tom guides PAC’s thought leadership on automation and AI.

Tom’s extensive knowledge of the market will allow him to contribute to PAC’s research in Europe and in the US on a broad range of hot topics: from cloud-native transformation, quality engineering, and business process outsourcing.

His deep understanding of market dynamics comes from having held senior high-profile positions at multiple analyst firms, where his responsibilities included research, consulting, and business development. Tom is based in London and will be directly involved in PAC’s UK coverage as well as our Software and IT Services (SITSI®) Research Program and international consulting projects.

Tom has a Ph.D. in history from the University of Göttingen in Germany.

Welcome to PAC, Tom!

“I am delighted Tom has joined the team! Tom’s knowledge and expertise will help PAC deliver even more value to our clients and will be a great asset to the company. Tom is a well-known and highly respected analyst and it is a real pleasure to welcome him to the team!”.

~JC Bodhuin, UK Managing Director PAC

About PAC

We are a data-based market research company with a consulting DNA.
Since 1976, PAC has been providing targeted, objective answers to the growth challenges of
software and IT services providers around the world. We are their preferred partner when it
comes to defining their strategy, increasing their market share, optimising their go-to-market
and helping them to position themselves as opinion leaders.
PAC conducts market research and analyses in over 35 countries, delivered through our
portfolio pillars “Guidance”, “Insights” and “Visibility”, and our renowned SITSI® research platform.

For more information, please visit www.pacanalyst.com
Or, contact us:

JC Bodhuin,
Tom Reuner

January 9, 2025

PAC Research Agenda 2025

We are pleased to announce the release of the PAC Research Agenda 2025.

This agenda details PAC’s products and services designed to support your marketing and strategic planning efforts. Additionally, it includes SITSI’s comprehensive research plan for the upcoming year.

Classification of PAC Vendor Benchmarking Products

The PAC RADAR is a tool for the holistic evaluation and visual positioning of software suppliers and IT service providers on local markets. It supports IT buyers in the selection of suitable IT partners.

PAC Vendor Landscapes provide a comprehensive overview of leading and innovative players in selected countries, industries, or horizontal topics.

PAC Vendor Rankings position and rank the most important software suppliers and IT service providers by revenue, growth, and market share in various countries, segments, and industries.

Download our Research Agenda now!

December 12, 2024

Webinar – Software & IT Market Status Quo and Trends 2025

You can access the recording of this Webinar and the corresponding PPT Presentation on SITSI.

This PAC webinar, explores current trends and future outlooks for the software and IT services market, with a focus on developments leading into 2025.

PAC Chief Analyst Christophe Châlons presents an update on market performance, noting that Europe’s IT services sector is expected to grow at a slower pace, with significant variation between countries. He also highlights the continued impact of geopolitical tensions on the European IT landscape, while pointing to early signs of recovery in the U.S. market.

Principal Analysts Nick Mayes and Spencer Izard share forward-looking predictions, emphasizing the growing influence of generative AI across business processes, the convergence of IT and operational technology, and the increasing relevance of cybersecurity in response to evolving threats. They also identify sustainability as a key strategic priority for organizations.

The session concludes with insights into emerging technologies, shifting customer expectations, and evolving market dynamics.

November 7, 2024