When we talk about ‘robotics’, we are no longer talking about plugging in ‘dumb’ machines to mimic human action. Enterprise process robotics has evolved to a point where it can be integrated into existing systems, talking directly to applications with a built-in understanding of process best practice. However, despite this, perceptions often remain outdated.
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 have finally aligned.... Outsource caught up with him at last to hear his thoughts on his new role as CEO, the invaluable importance of organisational culture - and consolidation in the customer contact industry.
It has already happened. Digital technology has taken over. When it comes to global sourcing, job opportunities, branding, company cultures, it is all transparent. Job-seekers can see straight through you and your company before they walk through the door and shake your hand.
Consumers are becoming both more loyal and trusting of their banks and insurers according to a survey of 3,000 consumers in Germany, Spain and the UK. The research, titled Youbiquity Finance 3, is the latest in the BT- and Avaya-supported series begun in 2012. It finds that the increasing use of technology is coinciding with improved relations between consumers and banks and insurance companies.
What will be the most important drivers of change in the global sourcing arena over the next decade, and why?
Budgeting for IT has always been an uphill battle, with the boardroom tending to try and cut back on spending whenever possible, despite a driving desire for the competitive advantage strong tech investment brings. This is especially true for cybersecurity, which has always been hobbled by the difficulty in proving its day-to-day value. It’s only when an attempted attack occurs that the value of security investment overtakes the “it won’t happen to us” mentality.
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 be delivered quickly and consistently, walking a mile in a BPO provider’s shoes can help buyers understand the typical challenges BPO providers face when taking over execution of business processes from their clients.
Sourcing and procurement (S&P) leaders continue to reference efficiency, effectiveness and continuous improvement of operations as a high priority. Most will admit that continuous optimisation is not a destination, rather a journey that has become increasingly complex. Today, an agile S&P organisation that effectively aligns with the needs of the business is critical to establish. S&P organisations want to embrace accelerated decision-making, improve productivity and spend visibility, and implement tighter controls for supplier performance.
An almighty fight is raging for control of the RPA software market. Who is the market leader? Which is the best product? Which features really stand out? There are a number of names in the frame, but one name Daniel Dines wants you to hear is UiPath. He is its founder and CEO and he spends his day spreading the word globally about what his software can do. We caught up with Daniel, to get his perspective on RPA and the world of smart automation.
Outsourcing has always been a key component of the technology sector; however recently it has been not just basic IT services, but key CIO roles taken on by outsiders. The term ‘virtual CIO’ (vCIO) is gaining increasing momentum, and refers to an individual or service that is charged at an hourly or flat rate fee for the provision of services that incorporate technology and business strategy. vCIOs are particularly popular with small and mid-sized businesses, because they make the strategic guidance of an expert affordable.