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OWS25 Preview of Pioneering AI: Microsoft’s Strategic Insights and Future Direction  Public Article


Evolving Your IT Sourcing Model  Public Article

Today’s digital landscape demands an adaptable IT sourcing model that supports resilience, efficiency, and innovation. Our research shows that organizations can achieve up to 30% cost savings by modernizing their sourcing strategies, focusing on agility and long-term value. Evolving Your IT Sourcing Model outlines ten strategies to transform IT sourcing into a strategic advantage, empowering businesses to meet evolving needs while maximizing returns.

Outsourcing and AI: The Changing Face of Business Free Subscriber Membership Required

Artificial Intelligence (AI) is viewed as critical to digital evolution but comes with risks and complex legal and ethical considerations. To learn more about the latest regulatory landscape and policy developments to protect your organization while reaping the many benefits AI presents, read on.

PULSE: Featured IAOP Webinar: Building a Culture of Responsible AI Public Article

With humans and machines working together, organizations can get the best of both worlds. But the issue is that humans with biases select the data used to train machines. And humans don’t trust the decisions made by machines. There’s no “easy button” when it comes to building a culture of responsible Artificial Intelligence (AI), shared Phaedra Boinodiris, Global Lead for Responsible AI at IBM and a member of the Cognitive World Think Tank.

Digital Disruption is Revolutionizing the Outsourcing Industry Public Article

Digital technologies have a significant connection to outsourcing.

The Journey To AI Powered Transformation: Practical Steps For Achieving Real Business Value Professional Membership Required

Digital transformation has become a broad, catch-all term meaning anything from improving the customer experience to streamlining internal business processes and everything in between.  Artificial Intelligence has also become a broad and ambiguous concept meaning everything from chatbots to self-driving cars.  Now put those two concepts and you end up with jargon soup, wasted resources, confusion and failed initiatives.  The industry is full of hype and confusion, buzzwords and bs, unrealistic expectations and some high visibility failures.  

Orchestrating Digital Transformation: New Strategies For Optimizing Disruption Professional Membership Required

The waves of new disruptive technologies that will continue to challenge us will require novel strategies from our industry. This Keynote will be a call to action for advisers, buyers and providers of outsourcing services who are working to maintain their competitive strength by mastering new capabilities quickly and effectively. 

Digital Technologies Center of Excellence Leaders Share Their Journeys Professional Membership Required

Hear the latest thinking from the leadership team of IAOP's Digital Technologies Center of Excellence, as well as the views and progress on digital and automation maturity models, tools, success criteria, and lessons learned by the experts at the forefront of this transformational movement.

Building an AI business strategy Public Article

Thinking of implementing AI in your organization? Clear objectives, the right level of investment, and a solid governance model are crucial to developing an AI-first business strategy. To learn more, read a blog by Lee Beardmore (Vice President and Chief Innovation Officer, Capgemini’s Business Services).

Revolutionize Your Customer Experience by Investing in Digital Transformation Public Article


Transform Your Business Operation by Digitally Augmenting Your Workforce Public Article

Only a minority of organizations are deploying digitally augmented workforce with multiple use cases adopted at a larger scale across business units, functions, or geographies. Organizations need to overcome a range of business, governance, technology, talent, and change management-related challenges to drive intelligent automation at scale. This requires a fundamental modification of approach to reimagine the organization, think strategically about change, and recognize the significant opportunity to be gained by operating differently. The importance of a digitally augmented workforce is especially relevant in the WFH context triggered by COVID 19. In this webinar, HFS and Capgemini spoke on strategies for creating an effective digitally augmented workforce at scale, with an emphasis on striking a balance between the required components of people, processes, and digital technologies.

The Future of Cloud and ERP - IAOP Digital Chapter Professional Membership Required

The future of cloud and enterprise resource planning (ERP) represents the future of business at large – which has data is at the heart of every decision. As cloud-based ERP continues to gain massive traction, enterprises are freed from IT administration, allowing them to re-focus more time and energy toward their core competencies. Other advancing technologies, such as AI and IoT, further enable business leaders to reduce the time spent on creating financial projections while simultaneously generating greater quantities of information, ultimately allowing businesses to make better predictions. Attendees to this session learned the business impact cloud and ERP will have in 2020 and beyond. Moderated by Jessica Phister with speakers Naresh Lachmandas, Former CIO, L3 Communication Systems-West and  Rob Devers, Former CIO, Virco

There’s No Better Time than Now to Accelerate Digital Adoption in CXM Public Article

As organizations responded to the social distancing and lockdown measures due to COVID-19, customer experience was severely disrupted in many sectors. More than a year later, buyers and service providers have successfully navigated through these challenges and are accelerating their digital transformation journeys both in preparation for economic recovery and to be more resilient in case of future disruptions. Despite a slight dip in 2020, the global customer experience management (CXM) services or contact center operations (CCO) market has recovered, and digital CXM is growing quickly. Service providers are investing heavily in building digital capabilities and partnering with their clients to deliver business value through improved customer experience. In this webinar replay, our experts address the following questions: What is digital CXM? What changes are expected for CXM operating models? How are adoption drivers evolving for CXM/CCO? What key trends are shaping the CXM/CCO service provider landscape? How are CXM/CCO service providers delivering value through digital transformation?

The Future of Enterprise Data: The Results of Baker McKenzie's Digital Transformation & Cloud Survey Public Article

The need for businesses to be agile, innovative, and data-savvy to compete and thrive emerges loud and clear, but so, too, do concerns around privacy, security and integration with legacy IT systems. In its sixth year, Baker McKenzie’s Digital Transformation & Cloud Survey captures major trends and attitudes toward the use of data through a global lens of respondents in legal, technology, and procurement roles, across a large cross-section of major industries. Join as partners Peter George and Flavia Rebello present the key findings.

Dynamic Innovation Embedding Innovation into Outsourcing Contracts Case Study R&D Services – Enabling Innovation Professional Membership Required


Translating Intelligent Automation to Business Outcomes Professional Membership Required

This web meeting explored what it takes for providers to successfully sell Intelligent Automation.  The objective was to broaden the understanding of skills, attributes and other key differentiators necessary for sales success and share them with interested IAOP members.  By obtaining the perspectives of those on all sides of the table, attendees gained relevant insights they can use within their companies to drive sales improvement. 

Advancement of Robotics and Automation Professional Membership Required

With rapid advancement in technology and growing maturity, robotics and automation within the IT outsourcing space is becoming more of a reality and brings along a completely new dimension in how clients will define their future IT outsourcing journeys.  Robotics and automation will dramatically redefine how the IT outsourcing services will be solutioned and delivered by the IT players in the ecosystem. Last but not least, as clients across industries will embrace robotics and automation within their IT and processes landscape it will open up newer dimensions of capabilities enrichment and growth for each individual involved.

Pent-Optimism Will Lead to a Bust-Loose Second Half of ’21 Public Article


The Rise of the Imagination Age Public Article


Five Things Outperforming Organizations Are Focusing on That You Don’t Want to Ignore Public Article

Outperforming companies already thought about the future of work – way in the past. Those organizations who had grabbed hold of all the cool stuff like cloud, automation, design thinking, user experience, gig economy, Internet of Things (IoT) and agile practices well before the coronavirus crisis even hit are the ones who are ahead now, according to the latest IBM research shared at IAOP’s Future of Work (FOW21) online forum.

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