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Outsource magazine: thought-leadership and outsourcing strategy | May 30, 2017

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The Customer

Sunshine, happiness and webinars

July 20, 2016 |

The summer sun blazed down upon London today, a raging nuclear inferno of staggering power – yet it was as a mere birthday-cake candle when set alongside the brilliance of the panellists on this afternoon’s Outsource Talks… Yes, today saw … Read More

Transforming Procurement for a Digital-First Economy

July 19, 2016 |

Business is going through a profoundly transformational period that has been called both “The Digital Era” and “The Age of the Customer”. Global innovation driven by the growth of affordable networked storage, sensory, and processing power has made possible … Read More

Pokemon Go means business: why B2B needs to get its game face on

July 19, 2016 | 2

Pokemon Go signals the mainstream arrival of augmented reality (AR). From here on in, virtual reality (VR) will always be the poorer cousin – or bridesmaid if you will, and never the bride – in the fight for digital’s push … Read More

A few words for the weekend

July 15, 2016 |

As another working week draws to a close, I thought I’d take this opportunity to wave you off into your respective weekends with a couple of announcements… Those of you who are members of our LinkedIn group may already have … Read More

Putting the “G” into “GBS”

July 11, 2016 |

At a recent breakfast roundtable I hosted, one of our guests was discussing the transformation her organisation is currently undergoing, moving a significant proportion of its recruitment function into a central office collocated with a number of other back-office activities.

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Adapting to rapid changes requires business agility

July 6, 2016 |

In a fast-changing environment, organizations need the agility to make changes quickly, while still efficiently automating their business rules and logic.

We all make mistakes – it’s one of the things that makes us human. It’s also one of … Read More

TOP TEN: Outsourcing Myths & Legends

June 27, 2016 |

The world of outsourcing is a mysterious place anyway, full of bizarre practice, obscure (even obscurantist) jargon, and technology that is increasingly indistinguishable from magic – yet some parts of our shared folklore take this oddness to a whole new level … Read More

Looking at outsourcing through a crystal ball

June 21, 2016 |

Throughout the last ten years of my career as part of Capgemini’s BPO unit I have seen digital innovation transform our personal lives exponentially in terms of smartphones, streaming services and access to real-time information updates. The natural consequence is … Read More

Q&A: Kate Vitasek, University of Tennessee & Vested (Part 2)

June 20, 2016 | 1

To read the first part of this interview, click here.

O: With all of that in mind, what are the implications for the global business services model? Where do you sit on global business services (GBS)? Are you a fan?

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Q&A: Kate Vitasek, University of Tennessee & Vested (Part 1)

June 13, 2016 | 2

One of the most famous figures in the global outsourcing arena, Kate Vitasek is also – not coincidentally – one of Outsource’s most popular contributors, having graced our pages with both her regular column (examining lessons to be learnt by … Read More

Death tourism

June 9, 2016 | 4

It was a rainy day in Goa, India and I had just got back to the hotel in the evening after meeting customers. As I walked through the corridor of the hotel I saw a lot of people from the … Read More

Building a sales force multiplier

May 17, 2016 |

Likely all of us have heard the expression (or something close to it), “If I was starting this company all over now, I would do it much differently.” Often such break-away thinking yields new companies, or in some cases, new … Read More

Cloud delivery options for call centres: understanding their business implications

May 9, 2016 |

Forty-seven years ago, J.C.R. Licklider had a vision that the entire world could be connected through an “intergalactic computer network”, allowing users to access programs and data from any site, from anywhere and at any time. Today, this vision has … Read More

Design thinking: a way forward for the outsourcing and offshoring industry

April 22, 2016 |

A look at the picture below shows that design thinking is all about starting with the customer and ending with the customer. This really sounds like very old wine in a new bottle. But, please do remember: a lot of … Read More

The Mosaic: seeing the bigger picture (Part 1)

April 12, 2016 | 2

As I finished up my call with Rick, the CEO of Walker Ideas, I couldn’t help but feel impressed with his new attitude towards service. Rick and his team recently turned some bad news they had received from their key … Read More

Right place, right time: the growth of the cloud contact centre market

April 1, 2016 |

Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.

The latest research from the Cloud … Read More