Digital adoption is changing the services marketplace – and procurement and sourcing teams must understand the many implications. With their potential to improve both customers’ and employees’ experiences, digital platforms are quickly becoming today’s lead outsourcing value drivers. In addition to shifting the value proposition, these new platforms are changing the vendor landscape. Behind the buzz around AI, analytic platforms, customer interactions, and RPA is the big question: How should you buy it? In parts and components? Layers and bundles? Whole box?
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