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Outsource magazine: thought-leadership and outsourcing strategy | July 22, 2017

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GDPR: is this about IT or resilience?

June 10, 2016 |

Levels of concern in business appear to be rising, as the date for the roll out of the new EU Data Protection regulations, known as GDPR, was announced (May 25, 2018, by the way). Social media were alight with comment … Read More

Live Wires #5: Good robots and bad robots

May 10, 2016 | 1

Who are Blue Prism? The company isn’t yet a household name, but in automation circles it is something of a trailblazer. They actually coined the term “robotic process automation” back in 2012, and the early evangelists of RPA (such as … Read More

Whose job is it to tackle fraud? Why outsourcers can’t hide from their responsibilities any longer

August 4, 2015 |

At the beginning of April 2015, AT&T agreed to pay a total of $25 million to settle an investigation into data breaches at its call centres in Mexico, Colombia and the Philippines. These breaches had led to the disclosure of … Read More

Age of the Robots

April 23, 2014 | 1

The robots are coming… At least, that’s if you believe the increasingly voluble hype around Robotic Process Automation (RPA) which has seized the outsourcing limelight over the past couple of quarters. But what is RPA and does it really have … Read More

What are the primary supply-side challenges when implementing an RPA solution?

April 23, 2014 | 1

The dream (or nightmare) of machines taking over large parts of everyday life is neither new nor revolutionary. Literature is full of examples imagining how life could be like in these scenarios, with George Orwell’s Nineteen Eighty-Four the most noteworthy … Read More

I am Robot: will RPA revolutionise the BPO industry?

January 17, 2014 | 1

The next big thing predicted for the BPO industry in 2014 is Robotic Process Automation or RPA. Robotic Process Automation is the next wave of innovation and will dramatically change the way business and BPO service providers deal with their … Read More

Crowdsourced software testing for enterprises (Part 1)

September 18, 2013 | 1

The information technology world is shifting from one driven by corporations to that driven by consumers, who demand more flexibility as they carry their devices through myriad environments and ecosystems. This lays out a clear challenge for software designers and … Read More

Visions of the Future: The Next Decade in BPO

July 5, 2013 | 2

This article originally appeared in Outsource magazine Issue #32 Summer 2013.

This is an extraordinary time for the BPO space, with huge leaps in business technology, process, and theory taking place against the backdrop of tumultuous economic conditions, the ongoing … Read More

IT services contract activity drops to ten-year low

April 17, 2013 |

In 2012, the number of IT services contracts tracked by Ovum fell to its lowest level for ten years, as the industry continued to struggle in the aftermath of the global economic downturn. The lack of activity also contributed to … Read More

Changing Shape

October 4, 2012 |

This article originally appeared in Outsource Magazine Issue #29 Autumn 2012

The economic crisis may not have fundamentally changed the buying behaviour for large sourcing projects in Europe, but trends indicate that organisations want service providers to take on bigger … Read More

Northern Lights

December 16, 2011 |

This article originally appeared in Outsource Magazine Issue #26 Winter 2011

Scandinavia’s economies traditionally punch well above their weight in terms of innovation and quality – and it’s the same when it comes to outsourcing, with a growing number of … Read More

New Worlds

September 28, 2011 |

This article originally appeared in Outsource Magazine Issue #25 Autumn 2011

Global service providers are upping the ante on their investments in emerging markets, driven by the accelerated economic growth in these regions and the relative slowdown in traditionally core … Read More

A Changing Landscape for CRM Outsourcing in 2011

November 15, 2010 |

The coming year will bring changes and growth in CRM outsourcing as several new industries begin to see it as a vital part of their operations and the best way to meet the challenges that their sector faces. And as … Read More