The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more and more organisations focusing on the patient experience to gain and maintain a competitive advantage. This evolution toward value-based service benefits the patient, the healthcare provider and the payer. Value-based models encourage healthcare providers to deliver the best care at the lowest cost.
Recently, Genfour conducted a survey amongst UK and US business leaders on their views about robotics and automation.
What will be the most important drivers of change in the global sourcing arena over the next decade, and why?
The result of the EU referendum will undoubtedly have a profound and long-lasting impact on the entire UK population and is likely to be something that is truly generational. Whether we voted for Remain or for Leave, however, Brits now have to assess where we are and how we maintain our position in the global economy.
The issues and expectations of outsourcing users have changed dramatically. Ten years ago it was about scale and commercial reliability as users sought partners who could ‘guarantee’ service and delivery long-term. Now that picture has changed, as public and private sector users want partnerships that can make a real impact on both business and IT performance.
Crisis is now an everyday occurrence, and is a risk that can be mitigated but never truly eliminated. In a world that seems to be increasingly prone to crises of every conceivable type, a recent survey from Deloitte – A Crisis of Confidence – finds a broad “vulnerability gap” between the awareness of threats and the preparations to actually handle them.
“Eat or be eaten” – for centuries, this “law of the jungle” was the law of the business world, too. Beating the competition delivered power, money and influence. From the Square Mile to Wall Street, survival of the fittest meant there was only room for one victor at the top. The digital revolution changed this. Measuring success in today’s business world is no longer by the job or task performed for money. We value successful leaders for their contributions to the world as a whole and the manner of its making. What we do and how we do it matters.
We’ve just published the latest Outsourcing Index from Information Services Group (ISG) (which measures commercial outsourcing contracts with an annual contract value (ACV) of €4 million or more), and found that the Europe, Middle East and Africa (EMEA) region got off to a strong start in 2016, with double-digit growth in both contract value and volume, reaching €2.25 billion in the first quarter, an increase of 19 per cent over the same period in 2015.