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Outsource magazine: thought-leadership and outsourcing strategy | August 21, 2017

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IT Strategies

Digital initiatives don’t always have to start with the customers…

September 26, 2016 |

When you think of digital transformation, it’s tempting to only rework your customer-facing systems. But if you don’t upgrade your back-end systems as well, your approach may well fall short.

When a company considers the adoption of digital technology, … Read More

Customer Experience Depends on Core Processes

September 2, 2016 |

Customer experience depends on core processes.  A typical enterprise has over 300 unique business processes, with up to 900 unique activities and decision-making – often complex decision-making – represents up to 70% of all tasks in core processes like … Read More

Delivering the Vision: The Three Fundamental Promises of BPO

August 10, 2016 |

 

Whether articulated explicitly or implicitly, a business process outsourcer has to deliver three fundamental expectations for their client:

  1. Service Improvement: enhance the experience of the client’s customers, employees and stakeholders
  2. Operational Efficiency: reduce the cost of day-to-day … Read More