Recently I had the opportunity to sit down with Outsourcing Institute President Daniel Goodstein for a virtual chat about trends in today’s BPO market, what digital disruption and transformation represent as challenges and opportunities for BPO clients and providers, and suggestions to maximize the potential for success at this key moment in the evolution of BPO.
To watch – click here: http://oievents.com/oi-executive-interview-with-former-xerox-cpo-gregory-north/
Key points from the interview:
• Lines are blurring between what we have traditionally called BPO and digital transformation. There is no one metric tracking deal volume or growth rates, which vary radically from lower in areas like Call Center Outsourcing to higher in BPO cloud analytics and BPaaS.
• Believe the hype. The level of transformation we are seeing as consumers is becoming an expectation within and across businesses. We do have to be careful to understand how we want to use those levers, to achieve a true strategic advantage.
• Providers need to focus to win, gaining deep industry experience and investing in innovation to achieve breakthroughs on key business opportunities.
• Clients need to get clear on their strategy and how their processes are or not fully capable of enabling that strategy. Then they need to determine which processes need to radically change, to transform, in order to gain market leadership or disrupt market leaders.
To join in the conversation, plan to attend the BPO Digital Innovations Conference in NYC on October 6th.
To learn more and register click here – http://oievents.com/bpo-innovation-conference-2016/
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