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Outsource magazine: thought-leadership and outsourcing strategy | May 27, 2017

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BPO

The future of outsourcing: through 2017 and beyond

February 6, 2017 |

This year will see the BPO industry transform itself in a multitude of ways, meaning that businesses must adapt or face the prospect of falling behind their competitors. With a month of 2017 already behind us, what can we expect … Read More

Is the Philippines’ political unrest an opportunity for other BPO markets?

October 31, 2016 |

I visited Cape Town and Durban recently as a guest of BPESA (Business Process Enabling South Africa) and attended the South Africa BPM Summit 2016. The summit featured local business leaders, industry influencers, and politicians eager to create jobs in … Read More

Advisor Roundtable: A Dizzying Pace of Change (Part 2)

September 12, 2016 | 1

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

Manish Khandelwal, PA Consulting Group: Organisations of yesterday needed to ensure that they deliver the best product at the best possible price point. While customer experience mattered, organisations could get … Read More

oNexus Founder Interview: Tony Strong, Parseq

August 30, 2016 |

Tony Strong is the CEO of UK-based multi-channel service provider Parseq. Way back when we launched our oNexus platform, Parseq were one of the founding oNexus partners and we were promised an interview with Tony – and now our paths … Read More

Why the rise of robotics is forcing a rethink in BPO

August 23, 2016 |

Recently, Genfour conducted a survey amongst UK and US business leaders on their views about robotics and automation.

The findings revealed that half of the respondents believe AI and robotic process automation (RPA) will have a significant impact on the … 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

Q&A: Nipun Sehgal, Enlighta

August 5, 2016 |

Nipun Sehgal is the Founder and CEO of governance and relationship management software company Enlighta. Continuing our series of interviews with attendees at April’s SIG Summit in Orlando, Florida, we got together with Nipun to find out a bit more about … Read More

Walk a mile in your BPO provider’s shoes

August 5, 2016 |

Organisations that enter business process outsourcing (BPO) transactions inevitably experience challenges with BPO providers – often resulting from unmet expectations, difficult transitions and erratic steady state delivery. While it is reasonable to expect the value promised by a provider to … Read More

OPINION: US onshoring – an idea whose time has come

August 3, 2016 | 1

Dictation being forced in Afghanistan, Revolution in South Africa taking a stand, People in Eurasia on the brink of oppression, I hope it’s gonna be alright. ‘It’s Alright’, Pet Shop Boys

Maybe not the greatest lyrics of all … Read More

OPINION: Look away, look away, look away, Euroland!

July 1, 2016 |

Maybe Daniel Decatur Emmett will forgive me for “borrowing” some lyrics from his iconic 1850s American folk song, ‘Dixie’. I do this to encourage British business to look further afield for IT outsourcing services, as encouraged by Brexit. The USA … Read More

Is there really such a thing as a bad deal?

July 1, 2016 |

I can recall being on vacation in Hong Kong with my wife as we were walking through the famous shopping district in Mongkok. Here you can buy Class A imitation goods of leading brands at far lower prices than the … 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

Change Management on Steroids: Three Imperatives of RPA-Enabled Transformation

June 24, 2016 |

Enterprises have endeavoured for years to make quantum improvements in operational performance by re-engineering key business functions, ranging from processing loan applications to responding to customer inquiries to paying supplier invoices. These efforts have for the most part fallen … 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?

Read More

Q&A: Haitao Qi, Devott

June 14, 2016 |

Haitao Qi is the CEO and founder of Devott, the leading Chinese research and advisory firm focussed on the country’s technology markets and business services, whose annual Devott Global IT & Sourcing Summit (DGITS) is now the largest of its … Read More