Thousands of articles, reports, white papers, presentations and more resources to help you establish, build and grow successful collaborative partnerships.

PULSE central


Welcome to PULSE central, IAOP's Knowledge Center. Here you will find thousands of articles, white papers, conference presentations, chapter proceeding and more to help you and your organization design, implement and manage simple or complex issues in collaboratvie partnerships.


With new articles loaded regularly, PULSE central takes the hassle out of finding information on the latest trends and current best practices.


Click the magnifying glass icon at the top right of your screen to search IAOP's website using Google search. Use the Knowledge Index option to optimize your search by industry, function, topic, etc. on articles in IAOP's archives. 


Public Article Public Article Associate Membership Required Associate Membership Required Professional Membership Required Professional Membership Required
 Public Article PULSE Magazine | IAOP's e-zine takes you deep into outsourcing with the latest ideas, advice, knowledge, and best practices, and turns the conventional upside down with stories designed to engage, inspire and challenge you. With editorial content from the leading thinkers and doers in the outsourcing industry, you’ll have the know-how, tools and resources to succeed as a new professional in today’s global economy. More »


1 Certified Outsourcing Professional® (COP) Public Article
2 View from the C-Suite: Rhonda Vetere, CTO, Estée Lauder Companies, Inc. Public Article
3 Show Me the Money Public Article
4 Reducing the Complexities of Scaling Ecommerce in China Public Article
5 Innovation in Outsourcing: The Case of The Procter & Gamble Company Public Article
6 Key Components of an Outsourcing Agreement Public Article
7 C–S–R You Ready? An IAOP Webinar Public Article
8 Socially Responsible Outsourcing: Doing Good While Doing Well Public Article
9 The State of Tools & Technology in The Outsourcing Industry Public Article
10 The Rise of Legal Services Outsourcing Public Article

 Associate Membership Required The Journey Toward Intelligent Automation | Defined as the application of robotic process automation (RPA) along with artificial intelligence (AI) technologies such as machine learning, natural language processing and computer vision, Intelligent Automation (IA) is bringing fundamental changes to how enterprises operate. Both the work (i.e., business processes) and the worker (i.e., resources) are evolving at breakneck speeds. The workforce now includes machines with software intelligence that enable enterprises to handle unstructured data rapidly, achieve savings within 6-9 months, achieve 100% ROI by the second year, and achieve above 90% efficiency gains. Beyond these hard business benefits, IA brings new skills that enable people to develop entirely new processes, essentially carving out new directions to expand what’s possible for their enterprises. More »

 Associate Membership Required Contracting for Agile | As frequent delivery and customer satisfaction become the new currencies for IT organizations, a greater number of enterprises are embracing Agile and DevOps methodologies to rapidly deploy useful software. As traditional waterfall-based contracts are unable to manage the ambiguity and complexity related to Agile, the increase in Agile adoption is causing sourcing groups to reassess outsourcing contract templates. This webinar deck offers provide Strategic Outsourcing & Vendor Management groups with practical insights for structuring and negotiating Agile contracts. More »

 Associate Membership Required Human + Tech: Impact of Emerging Technologies on Integrated Services Delivery | As emerging technologies continue to transform the face of global services delivery, the debate over its impact rages on, with many prognosticating mass unemployment as robots “steal” jobs from humans. But we have a different take: we think the major impact of technology will be on the nature of the work, not the number of jobs. Call us hopelessly optimistic, we but believe that human leverage of technology (HUMAN + TECH) will help to create fundamentally new forms of value. More »

 Associate Membership Required ESOAR – The Sound of Successful Automation | With the deluge of information around robotic process automation (RPA) and intelligent automation thrown at us on an almost daily basis by the automation marketing machine, you might be forgiven for thinking that implementing one or a combination of these technologies at all costs is fundamental to successful transformation of your business operations. More »

 Associate Membership Required Moving With the Digital Times | The dome Brunelleschi designed for the cathedral in Florence was and is a miracle of the Italian Renaissance. It spans 44 meters, and it was built without scaffolding. It’s ingenious, it’s beautiful, and it was built to last. However, if the great architect were to return to us today, I’d bet he’d do things differently. Now, as then, he’d make best use of current tools, techniques, and circumstances. A similar evolution has taken place in business transformation and outsourcing. More »

 Associate Membership Required Finance Automation in the Financial Services Sector | If any one of us were asked to draw up a shortlist of data-driven business sectors, financial services would be a top choice. It’s a world in which information is the stock in trade, and in which as a result the finance function has even greater significance than usual. But, financial services organizations aren’t as far advanced in intelligent automation as might be expected. Is momentum building? More »

 Professional Membership Required The Future of Life Insurance & Annuities Operations | The U.S. life insurance and annuities market is facing a number of challenges, including declining margins, changing regulatory requirements, demanding consumers, inefficient operations, and intensifying competition. Life & Annuity (L&A) insurers need to rethink their traditional modes of conducting business and managing operations, in addition to overhauling the legacy technology to ensure future readiness. More »

 Professional Membership Required AIOps – IT Infrastructure Services for the Digital Age | The infrastructure services landscape is undergoing a significant shift, driven by digitalization. Organizations need to reimagine the current IT infrastructure services model to deliver the necessary agility and flexibility. Automation, analytics, and artificial intelligence (AI) – which comprise the “codifying elements” for driving AIOps – enable business-aligned infrastructure that can rapidly adapt to dynamic business requirements. Although the benefits of intelligent automation are manifold, enterprises are yet to realize commensurate advantage from investments in infrastructure services codification. Siloed adoption, lack of well-defined change management processes, and poor governance are some of the key barriers to achieving the expected value. Enterprises need to have business-aligned adoption strategy, underpinned by an effective value measurement framework. More »

 Professional Membership Required Transform with RPA: Reject the Myths, Embrace the Potential | Are you positioning your company for real success in Robotic Process Automation (RPA)? Increasingly, companies are doing just that. They are moving out of the RPA “pilot” stage and beginning to reap real, lasting value from their RPA initiatives. More »

 Professional Membership Required Sole-Source Outsourcing - Ensuring a Successful Outcome | As companies look for ways to streamline the outsourcing process, a range of reasons may make sole sourcing a viable, cost- and time-saving option – if applied wisely. Sole sourcing is the practice of working with a single service provider to define, negotiate, and purchase services. Traditionally, buyers employed sole sourcing to deliver a simplified, faster service acquisition process, with fewer of the difficulties of staging and reviewing a multi-provider process. Today, the use of sole sourcing is most often a function of the trust that exists between a buyer and service provider. As buyers of outsourcing services look to limit the proliferation of service providers with whom they maintain relationships, the sole-source option is becoming increasingly relevant. Sole sourcing can deliver significant potential efficiencies over multi-provider outsourcing efforts in terms of cost for completing the process and time required to make a decision. However, a sole-source approach is susceptible to stakeholder challenges that should be addressed early on to ensure a successful outcome. Doing so increases the chance that the initiative will suit the buyer’s and service provider’s objectives – today and in the future. More »

 Professional Membership Required Everything You Always Wanted To Know About Chatbots - White Paper | Over 33,000 messenger chatbots have been developed since April 2016, with over half of web users relying on instant messaging every day. Messaging and chatbots are inarguable solutions for creating a simplified customer journey and experience. This whitepaper provides the various tools for understanding and developing chatbots in order to effectively engage in this new conversational experience.  More »

 Associate Membership Required Preparing Seasonal and Regular Agents with Blending Learning | In 2017, Learning Tribes, a venture of Sitel Group, introduced a blended onboarding and training solution for an international retail client that was struggling to prepare seasonal and regular agents during peak season. By delivering a customized blending learning program, the retailer was able to cut training time,  improve agent satisfaction, and deliver over $1.1 million in annual savings. More »

 Professional Membership Required Beyond Bitcoin: Blockchains for Business | Perhaps no other technology will change the rules of business more than Blockchain. Technically, a blockchain is a peer-to-peer distributed record that validates and permanently stores transactions based on encryption and community consensus. Blockchain is to transactions as the Internet is to information: it has the potential to decentralize, democratize, and disintermediate transactions. More »

 Associate Membership Required Reimagining Enterprise IT Services Sourcing | As enterprises ramp up their digital transformation initiatives, the IT Strategic Sourcing and Vendor Management (SS&VM) function faces the onerous task of establishing and orchestrating an IT services vendor portfolio that can help the enterprise navigate the proverbial IT maze and fulfill strategic business objectives. However, this is clearly easier said than done. Current enterprise satisfaction with incumbent IT service providers stands at an all-time low – 54% of all reference enterprise discussions Everest Group conducted in 2017 expressed dissatisfaction with their IT service providers. More »

 Associate Membership Required Retail Industry Whitepaper | The retail industry is ready for a revolution. Brands can no longer simple be "present" across communications and sales channels. It's no longer about brick-and-mortar retail stores or digital e-commerce websites, but about a blend of both in this "Phygital" retail era. In this White Paper, our experts will highlight the new trends in the market and point to the critical solutions for harnessing the transformation and enabling every one of you to become heavyweight contenders in your own sectors. More »


Public Article Public Article Associate Membership Required Associate Membership Required Professional Membership Required Professional Membership Required
IAOP Chapter Proceedings »Business & Sourcing Strategy »Sourcing Innovation »Governing and Managing Outsourcing »Nearshore & Offshore »

© 2018 IAOP® All Rights Reserved. IAOP, Certified Outsourcing Professionals®, The Outsourcing World Summit® and The Global Outsourcing 100® are registered trademarks of IAOP.