Research from ALM Intelligence Pacesetter Research finds the coronavirus pandemic has triggered unprecedented levels of demand for workforce management services across all segments of the professional services market. In its first-ever Pacesetters report on workforce management, ALM Intelligence examines the strategies and service offerings of 19 providers identified as Market Leaders by the ALM Pacesetter Advisory Council. The report, ALM Intelligence Pacesetter Research: Workforce Management Services 2021-2022, assesses these firms for their ability to deliver client impact in today’s challenging business environment.

This research evaluates providers’ abilities to bring the full advantage of their extended organization, innovation capability, service delivery model, and brand eminence to create impact and value for clients. Pacesetter Research evaluated the workforce management capabilities of 19 professional services providers for this research.

Research Highlights

  • The market for workforce management (WFM) services is diverse with a spectrum of providers across the professional services landscape catering to a broad array of client needs
  • New providers are entering the market with services and solutions for managing pandemic-related workforce challenges, e.g., contact tracing tools and employee well-being programs
  •  Providers designated as ALM Intelligence Pacesetters treat workforce management as a transformation lever and place a larger emphasis on building digitally-enabled workforce programs through the lens of the employee experience
  • Law firms are inching their way up the transformation value chain as they combine data analytics with technology to automate many employment matters, saving clients both time and money

The 2021-2022 Market Leaders & Pacesetters

  • Accenture
  • AIRINC
  • Aon
  • Bain & Company
  • Baker McKenzie
  • Buck
  • EY
  • IBM
  • Jackson Lewis
  • Korn Ferry
  • Littler Mendelson
  • Mercer
  • North Highland
  • Ogletree Deakins
  • ManpowerGroup Talent Solutions
  • PwC
  • Trianz
  • Willis Towers Watson
  • Workforce Insight

the methodology

The goal of ALM Pacesetter Research is to help buyers of professional services navigate an increasingly complex landscape with confidence. We use a multidisciplinary perspective to identify best-in-class providers of legal, consulting, financial, insurance, employee benefits, and other professional services and analyze how they are evolving as an ecosystem of interdisciplinary service providers. Our research is grounded in over 50 years of accumulated market insights and qualitative research models that combine knowledge of management science with case studies and other sources of knowledge to understand patterns of market supply, demand, behavior, and ways of doing business. Our research also includes voices/perspectives from both the sellside and buyside, as well as knowledgeable people working in industry associations, academia, etc.

  • The ALM Pacesetter Advisory Council (PAC) convenes in advance of the research project kick-off; members include ALM journalists and editors, and external experts such as consultants, general counsel, and industry thought leaders

  • The PAC selects the set of Innovators that will be covered in the research topic from a larger group of providers that members have identified in the normal course of their work

  • PAC members also provide expert knowledge and insights to the ALM Pacesetter team throughout the research and analysis process

  • The ALM Pacesetter Team within ALM Intelligence conducts primary and secondary research

  • Primary research includes in-depth interviews with practice leaders at the provider firms covered in the research; satisfaction interviews with clients referred by those providers; and in-depth interviews with thought leaders, recruiting professionals, and other sources

  • Secondary research includes data gathered from annual reports and earnings calls, management presentations, public filings, case studies, press releases, journals and publications, online information databases and other publicly available resources

  • Innovators that achieve a Pacesetter Impact Score equal to or over 85 are designated as ALM Pacesetters

  • Pacesetter analysts map markets and stakeholders and write market trends

  • Market segment overviews are peer reviewed by the appropriate PAC member

Service providers are evaluated and scored based on five core criteria

Business Model

Provider’s ability to reposition core competencies around new products, services, and business models to adapt to shifting patterns of market supply, demand, behavior, and ways of doing business.

Value Proposition

Provider’s ability to deliver on its value proposition, i.e., the positioning statement that communicates the benefits and economic value a prospect will receive by purchasing the provider’s products and services over a competitor’s.

Service Delivery

Provider’s ability to mobilize resources and configure assets to serve clients.

Client Impact

Provider’s ability to help clients affect continuous, sustainable change, mitigate risk, improve performance, and achieve growth.

Brand Eminence

Provider’s ability to leverage brand and marketing strategies to differentiate in its marketplace as an expert practitioner and thought leader.

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