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 dramatically new ways of doing business. New capabilities are touching nearly every aspect of business, and older approaches are fast becoming uncompetitive and obsolete.
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 that we now expect the same level of responsiveness, quality and dynamic interaction in our professional lives as we’ve become accustomed to outside of work. This has resulted in a plethora of changes in terms of what is expected from outsourced services