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Pulse Central - Lead Articles
IAOP Thought Leaders Forecast a Transformative 2025: The Future of Work Lies in Flexibility, AI Innovation, and Sustainable Practices  Public Article

As we look ahead to 2025, industry leaders at IAOP predict flexibility, advanced technology, and sustainability will not just be buzzwords but essential components for organizational success in a rapidly evolving landscape shaped by shifting workforce dynamics and economic pressures.

Empowering Lives: IAOP Event in New York Inspires Global Sourcing Professionals to Support Refugee Hiring  Public Article

IAOP’s On Location Event served as a catalyst for change, inspiring global sourcing professionals to explore a powerful collaboration empowering refugees and underserved youth in New York City through education and employability programs.

IAOP On Location: Industry Leaders Converge in NYC to Explore Digital Innovation, Governance, Workforce Challenges, and Social Impact  Public Article

IAOP on Location in New York united industry leaders and innovators to explore the transformative impact of digital technologies and AI through discussions on regulatory challenges, data integrity, workforce dynamics, and the imperative of social responsibility in building a more inclusive future.

Silver Tsunami  Public Article

THE SILVER TSUNAMI IS NOT A GLOBAL PHENOMENON. Demographic data suggests an aging population in much of the West, Japan and China but a much younger population in South Asia, Africa, Latam & India.

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.

Meta and TaskUs’s Strategic Partnership Revolutionizes Remote Work and Receives IAOP Award  Public Article

The era of traditional outsourcing call centers fully staffed with on-site agents has been fundamentally transformed in the wake of the pandemic and shifting worker expectations for work-from-home setups. In response to this new landscape, Meta and its BPO partners, such as TaskUs, have forged a model that not only embraces remote work where possible but also integrates service and technology innovations. This approach redefines excellence in outsourcing talent, setting a new standard in the industry.

Innovative I.D.E.A. by Colliers Elevates DEI at Cummins  Public Article

In an era where DEI is more crucial than ever, Colliers has partnered with Cummins to deftly intertwine innovation with inclusivity. Colliers’ groundbreaking program, known as I.D.E.A. (Innovation through Diversity, Equity, and Allyship), has significantly enhanced DEI efforts at the global engine manufacturer and has been recognized as an award-winning model for its effectiveness and impact. Challenged by Cummins to develop an authentic strategy to elevate DEI that reflected its core organizational values, Colliers implemented the comprehensive initiative that emphasizes supplier and team diversity, training, and mentoring.

Avasant Wins IAOP Excellence in Strategic Partnerships Award for Innovative Multi-Supplier Transformation  Public Article

Recognizing the limitations of an outdated single-supplier outsourcing model, a major building materials company forged a strategic partnership with Avasant that has revolutionized its operations through digital transformation and a multi-supplier ecosystem. This exceptional collaboration earned Avasant the Excellence in Strategic Partnerships Award from IAOP for the fourth consecutive year. This prestigious award honors initiatives demonstrating innovation and synergies beyond traditional client-vendor relationships.

On Location: NYC24 - Balancing Risk Against Emerging Technologies  Professional Membership Required

This panel discussion convened a diverse group of experts to navigate the challenges and strategies for balancing risk with the rapid advancement of emerging technologies, particularly in AI. The panelists delved into essential topics such as effective vendor management strategies, risk segmentation, and aligning innovation with legal and regulatory frameworks. Additionally, they explored the evolving landscape of fintech and platform governance, offering insights into future trends and best practices for integrating these technologies responsibly into business operations. Join us for a forward-looking session that addresses the critical intersection of technology, risk, and regulation.

On Location: NYC24 - The EU AI Act is now in Force: Preparing Your Business  Professional Membership Required

This session provided an in-depth exploration of the EU’s newly enforced AI Act and its implications for the sourcing, outsourcing, and Global Business Services (GBS) sectors. We examined the key requirements of the legislation, including its impact on the use of AI technologies across various industries. Attendees gained insights into how the AI Act affects compliance, data privacy, and operational standards for companies that rely on outsourcing and GBS models.

On Location: NYC24 - Governance Strategies for the Evolving US Regulatory Landscape  Professional Membership Required

This session outlined the regulatory landscape governing the use of AI tools in healthcare (from a U.S. perspective), including the latest legal and regulatory developments. Participants learned a framework for developing ethical AI policies and receive practical tips for implementing AI policies based on their organizations’ values.

On Location: NYC24 - Empowering Sustainability: BPO’s Role in ESG and Risk Management  Professional Membership Required

Explore the transformative role of artificial intelligence (AI) in the realm of social impact sourcing. This session will explore the critical role that BPO companies play in advancing ESG initiatives and managing associated risks. As organizations increasingly prioritize sustainability, BPOs are uniquely positioned to drive impactful change through innovative solutions and strategic partnerships.

On Location: NYC24 - AI-Powered Transformation: Elevating Sourcing and Supplier Excellence  Professional Membership Required

Sourcing and supplier departments are often stretched thin, managing a broad array of challenges and multiple contracts. Factors such as price volatility, geopolitical tensions, and sustainability requirements have increased the demands. Yet, many departments struggle with inadequate resources and tools. According to a Deloitte survey from 2023 on Procurement, outdated technologies and conflicting priorities are significant barriers to improvement. Targeted digitization can help by reducing manual tasks and enhancing processes and analytics. Investing in generative AI can transform operations. For example, AI can assist with contract creation, screening, comparison, and renegotiation, and create self-service data and analytics capabilities tailored to an organization’s specific needs complimenting human efforts. Successful supplier – sourcing engagements are based on relationship building. By leveraging GenAI solutions, it will be easier to locate relevant contract references, summaries, and potentially risky clauses. These GenAI solutions provide information at your fingertips quicky, improve productivity and accelerate strategic decisions. Furthermore, workflow for editing, reviewing, and approving documents will streamline key activities. New GenAI technologies offer opportunities that sidesteps the need to large “legacy” implementation at faster speed and lower costs.

Transforming Problem-Solving: IAOP’s Design Thinking Experience Public Article


Six Impact Sourcing Lessons from a Global BPO Provider  Public Article

What if you could deliver value to clients, drive profitability, and transform lives? Our experiences in building a BPO delivery centre that functions as an Impact Sourcing Hub in Kenya shows that social impact, value and profitability can co-exist and be mutually beneficial. One million people enter the Kenyan workforce annually¹, with youth (18–34-year-olds) having the highest unemployment rate of any age group at nearly 67%¹. However, expansion of employment opportunities has not kept pace with the rapidly expanding working age population². In short, there are fewer jobs being added to the formal economy each year than people entering the workforce, and this scarcity of formal job opportunities means that far too many capable, young Kenyans live without the prospect of landing decent work and building good lives for themselves and their families. A decade ago, we intentionally set out to create better opportunities for Kenyans, launching our Kenya Impact Sourcing Hub in 2014. In the time we’ve been operational, we’ve witnessed first-hand the benefits that Impact Sourcing brings. Recently, we explored our thoughts on establishing our Impact Sourcing Hub in Kenya , and would like to share some quick takeaways from our perspective as a global BPO provider…

On Location: NYC24 - Current Wave of Transformational Outsourcing  Professional Membership Required

This session explored the challenges of outsourcing projects that involve moving applications and data from legacy infrastructure to hyperscale cloud platforms, and packaging this digital transformation with a managed services delivery model. It focused on how companies can benefit from long-term cost savings by combining cloud migration with service delivery from third-party providers. The discussion highlighted key issues in these transformational projects, such as managing the migration process, ensuring smooth integration, and achieving cost efficiencies through the service provider's expertise and resources.

On Location: NYC24 - Unique Challenges of the Multi-Supplier Governance in the Health and Life Sciences Industry  Professional Membership Required

Understanding collaborative supplier governance best practices in a multi-supplier environment is table stakes in today's complex business world. Buyers and suppliers in the Health and Life Sciences industry are facing are unique challenges in achieving their business outcomes, meeting compliance requirements, and mitigating multi-supplier risks. This session provided practical guidance applicable for any industry about multi-supplier governance excellence for buyers and suppliers alike.

On Location: NYC24 - Opportunities and Risks for Healthcare Outsourcing Investments: Recent Developments and the Road Ahead  Professional Membership Required

This session explored the opportunities and trends in healthcare investments from providers to technology platforms in this current market. Additionally, the panelists discussed the legal and operational risks that they are currently seeing and on the horizon, especially noting the current political landscape in the U.S. and beyond.

On Location: NYC24 - Roundtable: Drilling Down the Impact and Challenges of AI on the Global Workforce  Professional Membership Required

Join us for a dynamic roundtable discussion exploring the multifaceted impacts of Artificial Intelligence (AI) on the global workforce. This session delved into how AI is reshaping job roles and organizational efficiency, focusing on its integration within business operations and its influence on hiring practices, including Diversity, Equity, and Inclusion (DEI) strategies. We examined real-world applications of AI in recruitment and discuss its pivotal role in workforce reskilling and upskilling. Panelists also addressed the strategic pullbacks some organizations are making in their AI and DEI implementations, evaluating the long-term implications of these decisions. Discover how embracing AI can drive cost savings and position your organization for future success.

On Location: NYC24 - Sourcing the Deal: Accelerating Supplier Selection and Time to Value  Professional Membership Required

Sourcing teams need to approach large services deals with agility and flexibility while shaping a relationship that drives value for all parties. But how do you align stakeholders to ensure everyone is getting the most out of time and effort spent – and do it on a timeline that is aggressive yet feasible? We’ll cut through the noise and showcase which templates and artefacts can act as starting point while keeping the process flexible, when to involve SME support for "moments that matter,” and how to optimize effort and engagement across internal and external teams

On Location: NYC24 - CXforGood: Empowering Communities Through Education - A Collaborative Movement in NYC  Professional Membership Required

In this session, Najet presented Foundever.org's latest collaboration in New York City, where they have partnered with Tent and Project Rousseau to provide education and employment opportunities to refugees and underserved youth. This initiative is a tangible example of how businesses can leverage their resources and partnerships to uplift communities, offering refugees pathways to workforce integration and empowering young people with skills and mentorship to break cycles of poverty.  The speakers shared inspiring stories and real-world outcomes from the NYC project, showcasing how the CXforGood movement is creating lasting social impact. By expanding education and mentorship beyond the walls of the business, CXforGood is setting a new standard for how global business services can become a force for community transformation. We invite you to join this movement and discover how your organization can contribute to empowering communities through education and responsible sourcing.

Transformational Outsourcing: 10 Best Practices for Enterprise Counsel Public Article

Outsourcing has always been transformational, changing the way that enterprises operate to focus on core competencies, improve critical business functions and reduce costs. That has not changed. But what is changing is the use of outsourcing to empower the large-scale migration of applications and data from legacy infrastructure to secure hyperscale environments. This change is being driven by (i) legacy application providers, who are moving away from perpetual software licensing models to as a service delivery models, (ii) enterprise customers that recognize the value of the scale and flexibility of enterprise cloud, (iii) system integrators that have invested millions of dollars into transformational service delivery and (iv) hyperscale providers eager to capture long term consumption commitments. The time is right to transform the digital back-office, and outsourcing is the way to do it. When taking a decision to outsource, from the choice to replace a licensed ERP system with a cloudbased alternative to a large-scale migration of legacy IT infrastructure to the cloud, there are key legal issues to consider. This article highlights the 10 best practices when advising clients on these projects.

Are You Stuck in the Generative AI Hype Cycle? Public Article

“What is our generative AI roadmap?” “How is our current AI strategy aligned with our market positioning?” “How do we plan to integrate generative AI technologies to be more efficient?” If any of these questions sound familiar, you are not alone. Right now, generative AI has us all under pressure to deliver differently. But how many organizations are equipped to deliver against this? And how ready is the technology for at-scale application? It’s easy to get stuck in the generative AI hype cycle. With the generative AI market set to explode to $1.3 trillion over the next 10 years, the amount of investment by leading companies around the world is mind-boggling.1 Billions of dollars are on the sidelines ready to be invested and understanding the right level of investment can feel daunting. Success with generative AI—or any technology—will require more than just a chatbot and another pilot project; it calls for vision, courage, and the right type of company culture. Of course, generative AI is not a magic wand to fix enterprise problems—but you can think of it as a cheat code to accelerate enterprise transformation.

AI-Driven Transformation: How CCaaS Benefits Are Reshaping the Customer Experience Public Article

The customer experience, and how good or bad it’s perceived to be, is a driving force in maintaining customer loyalty. According to Concentrix’s brand love research, a bad customer experience is a key factor when customers decide to break up with a brand. And half of customers say poor performance in customer service and quality (1/4 each) are enough to make them never shop with a brand again. Generative AI has the potential to fill the gaps in customer service—everything from helping brands to garner insights to providing more comprehensive self-service options. Beyond CX, generative AI’s benefits to businesses include enabling operational efficiency and providing advisor assist tools that can not only help construct responses, but also provide valuable insight into customers’ previous interactions. One of the core functions where generative AI can have a huge impact is with contact center technology—namely, contact center as a service (CCaaS) solutions. CCaaS solutions are cloud-based solutions that provide a platform to manage your customer interactions without needing to maintain hardware that can be cumbersome and result in tech debt. Coupling CCaaS benefits with the advancements of generative AI can provide a higher level of automation than companies could achieve before, with smarter self-service options and hyper-personalized customer experiences.

The Future of Work: Automation and Human Collaboration Public Article

Everywhere we look today, we're seeing and hearing signs of the seismic shift happening in the workforce—across almost every industry. Automation, artificial intelligence (AI), and machine learning are transforming human-machine collaboration.

PULSE: Unearthing Hidden Gems: Global Impact Sourcing Award Winners Find Talent in Unexpected Places Public Article


Location, Location, Location – 2024 and beyond Public Article

No matter what the angle or the time period, there has always been a death knell sounded over the future of offshoring. Over the years, many would have had it believed that business process delivery from locales near and afar would succumb to the advancements in automation and artificial intelligence.  Equally, there has been a school of thought in place among some influencers that this work is better serviced from domestic locales. Despite vigorous debate, the reality is that the demand for offshore services around all aspects of front and back-office functions has never been more robust.  A clear example of why this is the case relates to the number of destinations from which this work can be done.  Not even two decades ago, it would not have been unreasonable to assume that four or five countries would account for 90%+ of these work volumes.  Today, that number would be in excess of 50 countries, ranging from legacy destinations such as India, through to upstart geographies like Rwanda, Georgia and Honduras. What is driving the continued (and growing) interest in offshore BPO delivery?  That is a question that could be answered a million different ways; but, suffice to say that the primary driver is no longer cost.  The days of ‘your mess for less’ are a thing of the past, and any outsourcer positioning their offerings to be delivered from an offshore destination for the cheapest price possible is doomed to failure.

The BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth Public Article

The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion powerhouse whose growth trajectory is nothing short of seismic. Take the IT outsourcing industry, set to grow to a value of  £117 billion by 2027 at a compound annual growth rate (CAGR) of 6.3%, or the outsourced software testing market, which is expected to grow by £24 billion at a CAGR of 14.41%. This surge isn’t accidental. Businesses are waking up to the strategic advantages BPOs offer – access to a global talent pool, enhanced efficiency, and a competitive edge. In this edition of 'Talking Sourcing', we examine the future of global BPO trends to see how the industry is evolving and becoming more efficient worldwide.

Transforming Problem-Solving: IAOP’s Design Thinking Experience Public Article

IAOP members have embarked on a transformative journey to rethink their approach to problem-solving. At OWS24 in Chicago, design thinking emerged as a powerful tool for developing user-centric results, furthering empowering outsourcing and sourcing professionals. Before the event, IAOP members were primed to unlock the potential of design thinking through a comprehensive four-part workshop presented by IAOP’s Collaborative Supplier Governance Center of Excellence in partnership with experts and researchers at Sutherland Labs. This dynamic program introduced members to the design thinking methodology and set the stage for a transformative experience. Read on for a preview of the game-changing insights and skills that will propel IAOP members to new heights of innovation and success.

OWS24 Key Takeaways: AI, Trust, and the Future of Outsourcing Take Center Stage in Chicago Public Article

Collaboration, shared energy, and a sense of belonging defined the scene at IAOP’s OWS24 as outsourcing and sourcing professionals united for the annual Summit in Chicago. The event shared knowledge, ignited connections, and fostered a sense of community among industry peers. Presented by IAOP and hosted by HCSC and Baker McKenzie at the HCSC/Blue Cross Blue Shield Tower, the event was held May 21-23. In an intimate executive conference setting designed to ensure attendees didn’t miss any sessions, the OWS24 presentations covered digital technologies, social impact, the future of work, collaborative supplier governance, and healthcare and life sciences.

Legendary Leaders Honored: Three Visionaries Enter IAOP's Leadership Hall of Fame Public Article

IAOP inducted three new members into its prestigious Leadership Hall of Fame in a poignant ceremony that celebrated excellence, achievement, the transformative power of leadership, and the significance of giving back to society. This momentous event at OWS24 in Chicago inspired OWS attendees and future generations of professionals to strive for excellence and make a positive impact. Following a reception hosted by Avasant, the awards ceremony capped off the first full day of the Summit.

A Prescription for Revenue Public Article

Vee Healthtek delivers relief for health care providers’ cashflow headaches.

Harnessing the Power of Generative AI in Transforming Software Engineering Productivity Public Article

Generative AI implementation in engineering is currently yielding a remarkable 38% reduction in task completion time, with Senior Engineers benefiting 48% more, according to an ongoing study by Zinnov and Ness Digital Engineering. It signifies a transformative potential, streamlining global product offerings and organizational structures. Surveying 100+ engineers across diverse projects, Generative AI notably accelerates tasks, especially in repeatable activities, reducing development cycles by up to 70%. Senior engineers leverage it efficiently, optimizing workflow and code quality. While it may streamline junior roles, human expertise remains vital in complex scenarios. Moreover, Generative AI fosters engineer engagement, driving collaboration and reducing attrition by 70%. Strategically integrating Generative AI can revolutionize productivity, shaping the future of engineering.

Next-Gen Showcase with Mark Voytek Ep.1 feat. Kit Cox, Founder & CTO, Enate Public Article


Employee Benefits Study - An India GCC View 2024 Public Article

India has become the global hub for Global Capability Centers (GCCs), hosting over 1,600 of them and employing 1.6 million people. However, with this exponential growth comes a new challenge: a fierce talent war. GCCs must enhance their talent strategies, especially in offering robust employee benefits. In a cyclical talent market, those failing to do so risk losing out on top talent when the market shifts. With a diverse workforce comprising Gen Z, Millennials, and older generations, inclusive benefits packages are crucial. Embracing the gig economy and adapting to hybrid work models are key strategies outlined in the report "Employee Benefits Study – An India GCC View," offering actionable insights for staying competitive.

Redefining Efficiency with Autonomous Workflows Public Article

The evolution from manual labor to digital agility via Intelligent Automation has transformed enterprises. Initially, automation eased manual tasks; now, Autonomous Workflows redefine efficiency. These workflows, devoid of human intervention, employ advanced technologies like Generative AI and ML for seamless operation and self-learning. They enhance decision-making, optimize resources, and swiftly resolve issues. However, human oversight remains crucial for governance. Intelligent Automation 2.0, including RPA and ICG, facilitates this transition, exemplified by efficiency gains. While technology drives autonomy, humans retain pivotal roles in governance and innovation, ensuring organizations navigate complexities adeptly, fostering stronger connections, and engaging in strategic endeavors.

How can Enterprises unlock value from Indian AI Start-Up Ecosystem? Public Article

Artificial Intelligence (AI) adoption by enterprises is imperative, with India's significant talent pool. Leveraging innovative solutions from Indian AI start-ups can bridge skill gaps. The Indian start-up ecosystem, particularly in DeepTech, has grown significantly, securing substantial funding. Sectors like EnterpriseTech and HealthTech have seen notable AI-driven innovations. Despite being at a nascent stage, government initiatives and investor interest are driving the growth of AI start-ups in India. Enterprises can collaborate with start-ups through co-creation, partnerships, or acquisitions to drive mutual growth. This strategic partnership promises to reshape industries and lead global technological advancements.

India’s Global Leap: Why Global Organizations set up Global Capability Centers in India? Public Article

India's journey to becoming a global hub for Global Capability Centers (GCCs) began in 1985, fueled by a talented workforce and a culture of innovation. Major companies like IBM were drawn to the potential, and over time, GCCs matured from basic support to driving global innovation across diverse sectors. Today, over 1.6 million professionals contribute to this thriving industry, nurtured by a strong foundation of STEM education, quality standards, and visionary leadership. This sets the stage for even greater roles, with 20,000 professionals poised to join maturing GCCs by 2030. India's success is further bolstered by a robust framework, a mature ecosystem with rapid development, and supportive government policies. The growing confidence of MNCs, attracted by the vast talent pool and low risk/cost environment, makes India an irresistible choice for global expansion. From its humble beginnings, India has transformed into a talent and innovation hotspot, offering a compelling proposition for global organizations seeking to expand their footprint.

Is an Offshore Development Center your Key to Global Success? Public Article

In today's dynamic market, leaders face the imperative of optimizing revenue, fostering innovation, and ensuring business continuity. Offshore Development Centers (ODCs) emerge as a strategic solution, leveraging global talent pools to address these challenges. ODCs, distinct from traditional outsourcing, provide access to skilled professionals across international locations, benefiting from cost efficiencies and regulatory advantages. Despite benefits, challenges like management, communication, cultural integration, and security must be navigated. Alternatively, Global Capability Centers (GCCs) offer control and scalability options. irrespective of the model an enterprise choses, success hinges on clear objectives, talent acquisition, governance, and strategic partnerships.

Insourcing Vs Outsourcing: How to choose the model that is right for you Public Article

Three decades ago, global talent acquisition centered on cost arbitrage, but today, companies engage in a fierce global competition for high-skilled professionals. Originating with cost-cutting measures, such as General Electric's 1982 move to Mexico, companies now compete for experts globally. The shift from cost-driven to capability arbitrage has given rise to 'techno-business' professionals, blending tech expertise with business acumen. Choosing between insourcing and outsourcing presents a dilemma, with factors like costs, timelines, control, brand value, and risks influencing decisions. A nuanced approach is crucial, emphasizing that there's no one-size-fits-all solution in the dynamic landscape of globalization strategies.

Telecommunications in the age of Generative AI Public Article

Generative AI, driven by advances in Natural Language Processing, is revolutionizing various industries. In creative fields, tools like DALL-E 2 create realistic images from text, while AI copywriters produce human-like content. In drug discovery, Generative AI accelerates screening and develops pharmaceutical compounds. Telecom, with a $320 Bn annual investment, is poised for transformation. Pilots show promise, and over 70% of executives believe in Generative AI's role in digital transformation, with a projected market value of $20 Bn by 2030. Hyperscalers like Microsoft and Google contribute, tailoring AI tools for Telecom needs. Five pillars—Connectivity Optimization, Computation Enhancement, Controlled Workloads, Co-Worker Empowerment, and Customer Experience—address Telecom challenges, promising improved automation and personalized services. The report outlines the role of Generative AI in Telecom's future, emphasizing its potential and areas for further growth.

An outsourcing industry professional’s guide to Social Sustainability and ESG Public Article

This white paper is a guide for business process outsourcing (BPO) professionals on Environmental, Social, and Governance (ESG), with a particular focus on Social Sustainability in outsourcing. We will explore wider ESG drivers and frameworks, digging into Social Sustainability imperatives for BPO providers and their clients. In this piece we will consider prevalent metrics and the use of data, making recommendations on steps for all BPO players to implement in their outsourcing activities

The Indian ER&D GCC advantage: Leveraging talent and technology for Innovation Public Article

Despite geopolitical tensions and supply chain issues, India's engineering research and development sector has seen impressive growth, with spending increasing from $1.56 trillion in 2020 to $1.81 trillion in 2022. There is a shift towards digital engineering, which leverages technology to enhance engineering processes. Spending on digital engineering is skyrocketing at a 20% annual pace compared to 2% for legacy programs. India is well positioned to capitalize on this trend with its talent pool, global capability centers, and government support. Companies looking to India for digital engineering should consider location flexibility, recruiting top talent, adopting agile practices, and integrating with global operations.

Insourcing vs Outsourcing Choosing The Right Model To Leverage Global Talent Professional Membership Required


The Inevitable Rise And Impact Of Digital Engineering Public Article

In 2022, amidst geopolitical tensions and economic challenges, global Digital Engineering (DE) spending surged to USD 810 Bn, propelled by pandemic-induced digitalization initiatives. Despite macroeconomic uncertainties, DE spend is projected to reach USD 1.6 Tn by 2026. Hi-tech-led verticals dominate, with a 20% faster growth rate. Asia Pacific edges past Western Europe in ER&D spending, while North America remains a DE spending powerhouse. Key drivers include Generative AI, Industrial Metaverse, Digital Thread, and Hyperscalers. Sustainability emerges as a strategic priority, with USD 6 Bn invested in Hydrogen-based startups. Service Providers play a crucial role in meeting evolving enterprise demands for Digital Engineering skillsets.

Reimagining Work: Unveiling the Importance of Belonging Public Article


PULSE: Meet IAOP’s New Strategic Advisory Board Chair: Moving Ahead with Maura Public Article


Autonomous SMBs - Augmented by Automation, Differentiated by Intelligence Public Article

The global business landscape is undergoing a seismic shift as Small and Medium-sized Businesses (SMBs) enter the era of Autonomous SMBs, catalyzed by the rapid integration of cutting-edge technologies like Artificial Intelligence (AI) and Automation. With 33.2 million SMBs in the US alone, contributing 43% to the GDP, their role in economic vitality is pivotal. Despite slower tech adoption, the democratization of digital tools is empowering SMBs to operate 20% faster, achieving a 17% increase in productivity. As these businesses transition into Autonomous SMBs, the report anticipates a doubling in their count to 42 million by 2030, propelling a 25% boost in overall productivity and reshaping the global economic landscape.

The next wave of healthcare innovation: Evolution of healthcare providers through Generative AI Public Article

Generative AI is revolutionizing healthcare by addressing challenges such as rising costs, cybersecurity threats, and workforce shortages. This transformative technology optimizes operational efficiency, enhances cybersecurity, and mitigates physician burnout. With a market size expected to reach USD 2.5-3 billion in 2023, Generative AI is ushering in personalized care and diagnosis, impacting healthcare providers, payers, and the MedTech sector. Hyperscalers are actively contributing to its adoption, fueling growth in AI-driven drug discovery and coding. The unifying power of Generative AI transforms disparate data into a comprehensive resource, offering improved patient outcomes and a streamlined healthcare ecosystem. This report explores its evolution and future trends.

Leveraging Digital Disruption Free Subscriber Membership Required

The impact of digital technologies and innovations on our industry is significant. Digital technologies have revolutionized the outsourcing landscape, transforming how organizations engage with their partners and deliver services. Join us online for a series of engaging webinars full of insightful discussion, thought-provoking ideas and inspired problem-solving which will culminate in an in-person event in Chicago in March.

Charting India's Data Protection Revolution: A Guide for Software & Internet GCCs Public Article

India's introduction of the Digital Personal Data Protection Act, 2023 heralds a seismic shift in data governance. This landmark legislation aims to empower individuals with control over their own data, creating both opportunities and compliance challenges, particularly for Software & Internet Global Capability Centers (GCCs). In this evolving landscape, embracing the bill's privacy-first ethos can fortify trust and reputation, but it also presents hurdles, such as compliance complexities and innovation constraints. This comprehensive overview explores how GCCs can not only adapt to these changes but also lead the charge in shaping the future of data protection practices across India's dynamic business landscape.

Digital Disruption is Revolutionizing the Outsourcing Industry Public Article

Digital technologies have a significant connection to outsourcing.

IMPACT SOURCING Q&A  Public Article

Impact sourcing is a business practice that involves hiring individuals from disadvantaged or low-income backgrounds to perform various outsourcing tasks, thereby providing them with job opportunities and skills development.

Why Professional Development and Training are Essential for Individuals and Organizations Public Article


Top 10 Reasons Your Organization Should Apply/Nominate for IAOP Awards Public Article

Awards and recognition can play a significant role in the success and growth of a business. They offer numerous benefits, both internally and externally, which contribute to a company's overall reputation, performance, and profitability. Here are some of the key reasons why awards and recognition are important for businesses:

PULSE: Environmental, Social and Governance Fuels Impact Sourcing Public Article

The growing focus by companies on Environmental, Social, and Governance (ESG) goals is pushing impact sourcing forward, according to leaders of GISA-winning firms. Below are their thoughts on how ESG and impact sourcing are coming together to make a difference.

PULSE: The Future of Impact Sourcing Looks Bright Public Article

Leaders from award-winning impact sourcing firms see increased adoption ahead for the business practice driven by technology, talent shortages and society’s greater emphasis on sustainability and social responsibility. Impact sourcing has come to a critical juncture and is poised to continue to accelerate, the executives predict.

PULSE: Advancing Impact Sourcing Public Article

Training, education, investment and collaboration are all key to taking the business practice of impact sourcing to the next level, according to this year’s GISA winners.

PULSE: IAOP Leadership Hall of Fame Inductees Inspire OWS23 Attendees Public Article

Collaboration is a key tenet for the two latest inductees into IAOP’s Leadership Hall of Fame – Camille Drummond and Kate Vitasek.

PULSE: Global Outsourcing 100 Unveiled Public Article

For 17 years, IAOP has compiled an invaluable industry resource with its Global Outsourcing 100 List of the world’s outsourcing service providers, advisors and consultants. Find out who made the Global Outsourcing 100 list here.

PULSE: ScaleHub Harnesses “Collective Intelligence” to Help Solve Talent Shortage  Free Subscriber Membership Required

IAOP's Center for Social Impact is your connection to the people and resources you need to excel at doing well by doing good through Impact Sourcing; Diversity, Equity and Inclusion; ESG; Refugee Initiatives; Global Mentorship, and more.

PULSE: The Importance of Trust and Leadership Traits in the Workplace Professional Membership Required

Trust plays a critical role in collaboration, innovation and productivity. But in today’s hybrid environment, building trust between colleagues has become a challenge when workers are not physically in the same place each day.

PULSE: IAOP’s Collaborative Supplier Governance On-Location Event Coverage Free Subscriber Membership Required

IAOP and Avasant joined forces in Tysons, VA for a one-day event dedicated to exploring the new challenges of governance and how to leverage what you already know to meet expectations and targeted business outcomes. Read the coverage.

Three Key Considerations for GCC Leaders Public Article

India's Global Capability Centers (GCCs) rose to prominence in the 1990s and have since evolved into a USD 46.0 billion market with over 1600 centers and 1.66 million professionals in FY 2023. Zinnov's Maturity Framework categorizes their growth through four stages: Outpost, Satellite, Portfolio Hub, and Transformation Hub. Effective governance remains pivotal, with a vigilant stance against risks, both internal and in customer interactions. Collaborative succession planning is replacing hero-centric models to ensure leadership transitions. Redefined value metrics prioritize adaptability and innovation. This journey toward GCC excellence revolves around harmonizing governance, leadership development, and value creation for enduring growth and transformation.

How Indian Finance COEs are Transforming Global Business Services Public Article

Shared Services Companies (SSCs) have evolved into strategic forces, driven by expertise and technology. Market turbulence propels them toward the Global Business Services (GBS) model. Finance Centers of Excellence (COEs) are key to this transformation, enhancing standardization, fostering digital adoption, and harnessing data for superior customer experiences. India excels as a hub for COEs, with skilled talent and strong infrastructure. Functions like Financial Planning & Accounting and Risk & Compliance demand specialized focus within Finance COEs, combining expertise and technology for a competitive edge. Challenges exist but are addressed in mature ecosystems. As industries diversify, Indian Finance COEs offer versatile capabilities and capacity advantages. This report delves deep, providing insights and recommendations for CFOs and organizations striving for high maturity GBS status.

Crafting a Global AI & ML Center of Excellence Public Article

A global telecom giant faced a monumental task: establish a cutting-edge AI and ML Center of Excellence (COE) across four global teams. Zinnov stepped in, meticulously crafting the COE's foundation—aligning teams, defining roles, and nurturing talent. They prioritized the client's business goals and harnessed unconventional methods to lure and retain top AI and ML experts. Fostering both internal and external collaboration, Zinnov sculpted a robust operating model. By dissecting existing use cases and industry insights, they uncovered pathways to boost profitability, customer satisfaction, and innovation. The result? A fully operational COE with over 60 experts, poised to catapult the client's AI and ML capabilities to new heights.

Unlocking Efficiency with Optimized Engineering Footprint Public Article

A global Enterprise Software company sought to revolutionize its Engineering capabilities for future growth, aiming to optimize its global footprint. Zinnov played a pivotal role in this transformation by defining a new R&D structure, creating a vendor governance playbook, and streamlining operations through process standardization and automation. This led to a significant reduction in global centers from 33 to 16, the establishment of two new Engineering centers in India, and a 15% reduction in annual R&D spending without compromising innovation. Zinnov's strategic partnership reshaped the vendor strategy, ensuring access to top talent and a positive ROI for the future.

Return to Office: Occupier Survey Insights Public Article

Colliers Occupier Services conducted a Mid-Year 2022 Return to Office Survey. Responses came from an extensive set of more than 200 enterprises, including representation from the largest global cloud technology companies, and over half of the 15 largest North American banks. The Shift to Hybrid is Real Navigating the Return to Office remains a leading topic of discussion as many organizations look to develop and implement their workplace strategies, whether for a major headquarters, campus property or across a global office portfolio. In this new report, Return to Office: Occupier Survey Insights, Colliers’ global experts in Workplace Advisory synthesize the survey data, with key analysis by industry sector and portfolio size.

Resolving Healthcare's Talent Conundrum Public Article

Healthcare's integration with technology has become pivotal on the global stage. Despite the rapid tech evolution, the healthcare sector lags in adopting new technologies. To enhance affordability, accessibility, and efficacy, healthcare must embrace innovation, incorporating AI, wearables, and telehealth. Global IT talent is emerging as a driving force, reshaping healthcare delivery and patient outcomes. The surge in software developer demand, predicted to grow by 22%, is steering healthcare towards cross-border talent acquisition. Cost-effectiveness, exemplified by India's 100K+ tech-strong pool, fuels this trend. As healthcare combines its IT expertise, innovation takes on the role of guiding the industry's evolution and enhancing patient care.

Artificial Intelligence in Healthcare Part I: Adoption to Date and Future Prospects Public Article

Artificial Intelligence (AI) has become a constant topic in today’s headlines. While AI is not a new concept, the development of generative AI applications, such as ChatGPT, is driving major interest in AI’s impact on business and personal life. In this two-part report, we explore the role and scope of AI in the healthcare industry: Part I provides an introduction to AI and its current usage in healthcare, plus a review of the latest developments in AI, and their potential impact on healthcare services. Part II will examine AI from a management perspective. It will address how healthcare systems can develop an effective AI strategy, including key issues to resolve and implementation challenges.

The Evolving Pillars Of Culture and The New Talent Paradigm Public Article

Language evolves, just as work culture does. Today, the essence of "work" and "culture" has transformed amid blurred personal and professional lines. With Millennials leading the workforce, values have shifted, demanding new talent strategies. Imagine culture as a wheel, its spokes - Upskilling, Well-being, DE&I, Hyperpersonalization, Digital Transformation, Innovation - adapting to support a fluid organization. Well-being encompasses mental, social, and financial aspects. Inclusivity thrives in hybrid settings. Hyperpersonalization tailors experiences. Digital Transformation empowers, while Upskilling ensures growth. Innovation blooms in supported cultures. Amid change, cultivating a resilient culture remains timeless.

Talent-Powered Transformation Public Article

In pursuit of global expansion, a US Digital Customer Engagement firm with an impressive clientele aimed to establish a pioneering Global Engineering hub. Tasked with this ambitious vision, Zinnov swiftly identified optimal international locations, honed in on strategic possibilities, and masterfully executed the entire setup, including recruitment. Leveraging a proprietary framework, Zinnov meticulously aligned product portfolios with talent and skillsets, catalyzing remarkable outcomes. The partnership resulted in transformative successes, including substantial cost savings, a burgeoning workforce, and rapid product development – all accomplished within an astonishingly brief span of three months.

Employer Branding and the Talent Advantage Public Article

An organization's employer brand goes far beyond traditional media and social channels. The Talent Acquisition process, often overlooked, holds the key to shaping a compelling brand perception. In today's dynamic job market, candidates and employers engage in a bilateral hiring dance. Avoiding pitfalls such as vague job descriptions, unprofessional delays, and invasive questions is crucial. To stand out, employers must passionately pitch the role and organization while offering fair compensation. Timely communication and a well-structured process can turn candidates into brand advocates, exponentially elevating the organization's employer brand. Talent Acquisition is the secret to success in brand dissemination.

Trends In Technology Public Article

Tech companies are embracing Digital Transformation 2.0, driven by AI, digital twin, and social media. The top 10 tech trends of 2023 include Industrial Metaverse's impact on manufacturing, Generative AI fostering hyper collaboration, Distributed infrastructure, Digital/virtual assets, Clean Tech's evolution, Web 3's emergence, Cyber Physical Systems, XOPS, Exa scale computing, and Zero trust architectures. Government spending shapes these trends and market dynamics. Sustainability influences Clean Tech's growth, Blockchain's role in Web3 governance is pivotal, and NFTs reshape work relationships. Explore these trends' potential and market impact in our Tech Trends 2023 report.

Healthcare and Globalization Public Article

PharmaCo, a global pharma giant, partnered with Zinnov to de-risk operations and increase productivity. Adopting a hybrid strategy over 15 months, they efficiently leveraged global talent while reducing attrition and accelerating scaling. Zinnov played a crucial role in setting up their bioinformatics center, enabling increased efficiencies and process ownership. The strategy led to 18-hour productivity cycles through a 'follow the sun' model. PharmaCo plans to deepen domain expertise, reducing time to drug discovery, aligning with their mission of strategy with purpose. Zinnov remains a key partner in building and scaling their world-class Global Development Center.

GCC Accelerator Model Public Article

A Global healthcare company, faced a dilemma when their outsourcing partner was acquired: stick with the status quo or venture into setting up their own Capability Centre. Opting for the latter, they partnered with Zinnov to establish their own Global Capability Center (GCC) in India. This move enabled them to develop new products and support global offices on existing ones. The center's expansion doubled its headcount, integrating skilled talent for a full stack Research and Development (R&D) center. The GCC ecosystem in India has been flourishing, with 42% of centers maturing and driving growth. Zinnov's strategic support contributed to the healthcare firm's success as an employer of choice, maintaining low attrition and fostering a diverse talent pool.

GCCs as a defensible Moat Public Article

Companies have long relied on globalization to diversify their talent pool, drive innovation, and recession-proof their businesses. Setting up Global Capability Centers (GCCs) in global talent hotspots is crucial for de-risking and building a defensible moat. GCCs offer cost savings, efficiencies, improved customer experience, flexibility, scalability, and innovation opportunities. Zinnov has identified India, China, Canada, Poland, and Mexico as top global talent hubs with mature software engineering ecosystems. These locations also foster vibrant startup ecosystems, serving as talent pipelines. Embracing globalization and a multi-hub strategy is essential for companies seeking to recession-proof their organizations and stay competitive.

COE Hotspots of the World 2023 Free Subscriber Membership Required

In a rapidly changing world, the demand for skilled digital talent remains high as companies navigate an impending recession, economic slowdown, and geopolitical tensions. To mitigate risks and accelerate innovation, companies are turning to globalization and setting up Global Capability Centers (GCCs). Globalization provides control, enhances quality, speed, and customer service, and enables engagement with fresh global talent. This report highlights the top 5 destinations for creating conducive ecosystems that can accommodate software engineering teams of 100 to 1000 members. It offers valuable insights for companies looking to optimize their globalization strategies.

Top 10 Takeaways from IAOP’s Reimagined OWS23 in Chicago Free Subscriber Membership Required

The Reimagined OWS23 saw IAOP return to two exceptional venues in Chicago, where the themes of technology and human qualities took center stage. While Artificial Intelligence, Open AI and digital transformations dominated conversations, human qualities like empathy and transparency were highlighted as equally critical.  The value of the in-person experience at the association’s annual summit of industry professionals was clear as attendees enjoyed sharing conversations riverside and socializing against the backdrop of the spectacular skyline. Let’s explore the top 10 takeaways from OWS23, May 16-17, held at the downtown offices of Kirkland & Ellis LLP, Baker McKenzie and HCSC. 

OWS23: Impact Sourcing: Getting to Scale - A Global View Professional Membership Required

Dan will lead this global panel of members of IAOP’s Center for Social Impact on a deep dive through the critical components of sustainability and the future of sourcing, including, inclusive hiring, environmental protection, women empowerment, impact sourcing and responsible automation. This informative and engaging discussion on the power of sustainability to drive positive change while also creating business value, will also touch on the challenges that organizations face when implementing programs and provide practical advice on how to navigate these challenges and create sustainable sourcing programs that benefit the organization, its employees and culture, and the communities where they operate.

OWS23: It “Takes a Village” to Realize Maximum Value from your Strategic Outsourcing Partner Relationships Professional Membership Required

Hear best practices you can implement to extract maximum value from your major outsourcing relationships. This value creation consists of increased and continuous process efficiencies and effectiveness, implementing new technologies and innovation, and heightened customer experience and satisfaction, all while managing your third-party risk exposure. To be best positioned to do this requires strong coordination and collaboration between your internal stakeholders and your strategic partners. Topics will include establishing the fundamentals, planning and due diligence, roles and responsibilities as well as collaboration between procurement, VMO, and other control partners.

OWS23: The Critical Role of Advisors in Impact Sourcing Professional Membership Required

Advisors trusted status with clients (as well as their influence in the buyer and provider community) makes consultants the best-suited people to effectively expand Impact Sourcing. Get a birds-eye view of what leading advisory, KPMG, has been up to in the space and hear from a champion of impact sourcing from Google how developing impact sourcing solutions/ opportunities is a sales project opportunity, as well as a huge selling point for RFPs and new business opportunities.

OWS23: “Culture Eats Strategy for Breakfast”-DEI and the Future of Business Success Professional Membership Required

A lot has been proven about how corporate investment in diversity, equity and inclusion nets greater collaboration, increased efficiency and productivity, and the coup de grâce of it all – profit. But then the pandemic happened, people started working from wherever they could safely, and the resulting distributed workforce become 2D and companies found challenges in finding (or re-establishing) a collective cultural footing. In this discussion, we reveal critical challenges to identifying and nurturing diversity, and by extension, the employee heartbeat of businesses today. We’ll analyze how some of the best in the business are successfully accomplishing this. Finally, we will identify techniques that allow your firm to rally teams to be your best brand advocates, benefitting from diverse individual and shared experiences along the way.

OWS23: Exploring the Future of Artificial Intelligence Professional Membership Required

What idea links machines and people? The common answer is versus. But the true role of analyti cs and AI along with other tools is collaborati ve. The future of arti fi cial intelligence is a future of human potenti al: people with machines, doing more than either could alone. AI’s ability to augment humans can spark new ways of working that blend the best of what machines do with what humans bring to this collaborati on: judgment and empathy. Join Kate as she discusses the ways AI can generate value for organizati ons in the Age of With™.

OWS23: Post-Pandemic Outsourcing: How Changes to Delivery Models Have Impacted Master Services Agreements Professional Membership Required

The pandemic has had significant impact on outsourcing, particularly with respect to service delivery models and the work from home practices. In addition, the increased use of digital technologies, robotic process automation and artificial intelligence to manage pandemic risks is furthering these changes. This session will examine how these changes have affected the process of negotiating Master Services Agreements and the terms and conditions that they comprise. We will also review how changing delivery models impact security, privacy and liability allocation between buyers and providers and best practices based on what we have learned from the pandemic to future-proof outsourcing contracts.

OWS23: AI & Impact Sourcing - Working Together to Tackle the Talent Shortage Professional Membership Required

Susanne will explore the synergy between AI and Impact Sourcing in addressing the talent shortage in various industries. By combining the power of AI with Impact Sourcing, organizations can leverage technology to bridge the skills gap and enable marginalized individuals to access new job opportunities. Susanne will explore the benefits and challenges of implementing AI-powered Impact Sourcing initiatives and provide recommendations for organizations seeking to leverage this approach to tackle the talent shortage. The findings suggest that AI and Impact Sourcing are complementary strategies that can help organizations build diverse and resilient workforces while driving social impact.

OWS23: Keynote How Mars Global Services is Making an Impact Professional Membership Required

Cultivating a people-first culture has long been the secret to success for Mars Global Services. As they strive to make work easier across the enterprise, they’re looking beyond processes and execution to really leverage human capital and add unmatched value. As they prepare to unveil a new strategic framework, Angela will share how the team is creating a 360 experience for consumers and Associates to drive continued success.

OWS23 Keynote: Delivering Digital Transformation through Partnership Professional Membership Required

Digital transformation has become a critical imperative for organizations seeking to stay competitive and adapt to changing customer expectations. One key strategy to achieve successful digital transformation is through strategic partnerships with IT vendors and other partners. In this session, Manish will delve into the high-level approach of leveraging these relationships to drive digital transformation initiatives, highlighting the importance of collaboration and synergy that is essential to digital transformation outcomes. He will discuss how to leverage these partnerships, collaborate effectively, and identify the right vendors. He will share best practices for managing partnerships and highlight successful real-world examples. Attendees will learn how to navigate partnership complexities and effectively use vendor capabilities for digital transformation.

OWS23: The Forces Shaping the Future Workforce for 2023 and Beyond Professional Membership Required

COVID-19 profoundly and instantly disrupted the world of work. Organizations were compelled to adopt an initial remote, and then later hybrid work model as their employees opted to Work from-Anywhere. Three years later, this model of hybrid, distributed, and borderless work has not only become permanent, but an expectation as the new normal. However, as new forces continue to emerge, such as rapid advancements in technology, globalization dynamics, and shifting demographics with the rise of the gig economy, the future of work is once again being reshaped. This session will discuss the trends that are influencing the future workforce, and the opportunities and challenges facing employers. It will also provide key takeaways for business leaders and management to prepare and deal with the future workforce.

OWS23:Trends in Supplier Diversity and Sustainability Professional Membership Required

Corporations and government customers have been increasingly using their purchasing power to support traditionally underrepresented groups and to promote sustainability, creating a significant market opportunity for suppliers who not only provide competitive products but can also meet these additional customer demands. Panelists will share emerging trends in supplier diversity and sustainability expectations and opportunities. Panelists will also discuss some steps diverse-owned businesses can take to make themselves competitive for these types of opportunities, as well as some of the benefits of doing so. The panel will also explore proposed state and federal-level regulations that include climate-related reporting requirements and could have implications throughout the value chain.

OWS23: Addressing the Emerging Talent Gaps Professional Membership Required

The current skills shortage is a concern for most businesses, and the challenge does not seem to be going anywhere. By 2030, research shows there will be a talent gap shortage of more than 85 million people. Companies will need to quickly find ways to fill the talent gaps especially in the Technology, Media and Telecom (TMT), Financial Services, and Life Sciences sectors. In this session, you will 1.) Understand the seven common themes contributing to the talent gap, 2.) Discover the cities that are emerging and notable others that should present new opportunities for hiring talent and 3.) Learn how data and analytics can drive better business decisions.

OWS23: Collaborative Supplier Governance and the Importance of Transparency Professional Membership Required

When it comes to managing risk and ensuring sustainability in the supply chain, there is nothing more important than transparency. This session will explore the role of transparency in effective supplier governance and highlight best practices for collaboration between suppliers and buyers. We will discuss the benefits such as enhanced trust, better communication, and improved risk management. We will also delve into the challenges and limitations of implementing transparent supplier governance, including the need for accurate and reliable data, the difficulty of obtaining supplier buy-in, and the potential for supplier resistance. The session will feature case studies and real-world examples of successful collaborative supplier governance initiatives, highlighting how transparency has been utilized to drive positive outcomes.

OWS23: Three Ways you can Change the World from Your Spare Bedroom Professional Membership Required

What makes your heart sing? It’s probably the thing that will be your legacy and how people know you and will remember you by. Chances are it’s not your nine-to-five job. What if you could find a way to give back in a meaningful way and amplify your impact by linking it to your day job? Jon speaks from experience as a mid-level corporate manager who realized that his legacy was falling short of his expectations. What started as a staff meeting agenda item eventually took his work to refugee camps around the world and to college students in over 90 countries. It’s never too late and it’s never too early for you to create something incredible that you want to be remembered by. Jon’s inspiring story will provide solid guidance on how you can get started and rally others to your passion.

Making Economic Uncertainty Part of Your Strategy Public Article

Enterprises can’t afford to wait for economic stability. We have learned to not waste a crisis but what proactive strategies can organizations take today to win the competitive edge? Our experts discuss how service provider consolidation, data safety concerns, and the ever-changing labor market are impacting transformation agendas.

Challenges of Governance Trends in Procurement Contracting and Vendor Management Public Article

As Sourcing deals become more complex, it is critical to build an end-to-end vendor governance program that is platform-enabled and analytics-driven. This inculcates strategic vendor relationships and allows the stakeholders to focus on business transformation priorities. In this session, seasoned practitioners shared invaluable insights on how to address vendor management challenges through smart governance to deliver business outcomes in a complex ecosystem.

ESG Adoption: Assessment of select IT & Business Service Providers Public Article

The last few years have witnessed renewed vigor in organizations’ commitment to addressing Environmental, Social and Governance (ESG) challenges, across a broad swathe of industry sectors and geographies. This webinar, presented by Neo Group, addresseD the findings of their recent  ESG Adoption Survey, including: What is the scope and scale of major global ITBSPs’ ESG programs? Is it broad and deep or merely cosmetic? How seriously are they taking it? Are they genuinely committed, or do they see it as a necessary evil for the sake of good PR? What competencies have they built around ESG? Have they created offerings that could support our own ESG initiatives? They say what they do, but do they do what they say? Or is it all just some kind of “green-washing”? Has ESG changed their approach to doing business? Is it a fundamental transformation or are they just managing optics?

The Borderless Workforce Public Article


Beating The Downturn And Mitigating Risk By Growth Process Outsourcing (GPO) Public Article


Global Impact Sourcing Award Winners Make a Difference Free Subscriber Membership Required

Now in its fifth year, the annual presentation of the Global Impact Sourcing Awards (GISA) in collaboration with the Rockefeller Foundation is undoubtedly one of the most inspirational and moving presentations that demonstrates the huge difference this movement makes.

IAOP Leadership Hall of Fame Inducts Four   Public Article

These leaders have inspired innovative thought leadership and more collaborative business strategies for achieving higher performance and better outcomes, advancing outsourcing as both a business model and a profession all while contributing to society at large. Read on to learn lessons from the industry’s best and join us in celebrating the achievements of  Neil Hirshman, Partner, Kirkland & Ellis; Mark Voytek, Chief Customer Officer, Sirion Labs; Alpa Inamdar, Transformation Leader, AIG; and Sergei Makedonski, Founder, ASTRA (posthumous honor).

Tackling the Talent Dearth - How to Navigate the New Reality Professional Membership Required

It’s not going away so how do you adjust to the persistent problem of not having enough talented workers to run your business? That’s the top issue facing organizations today, according to new research unveiled by Everest Group at OWS22.

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.

Top Five Technologies Improving the BPO Industry Free Subscriber Membership Required

Technology has become a key player in helping business process outsourcing (BPO) providers continue to advance and innovate within the industry. To learn the latest tech trends being offered, read on.

IAOP Honors Its Best Public Article

The stars shined bright in the virtual presentation of IAOP’s annual award presentation. During a session with emotional video acceptances and applause from remote locations, IAOP once again feted the very best of the best. In addition to the induction of four individuals into the Leadership Hall of Fame, companies and individuals were presented with the Global Impact Sourcing Award, HCL Red Ladder Women in Outsourcing awards, IAOP Members of the Year as well as special mention of the 2022 Global Outsourcing 100 companies and HCL Unstoppable Women list.

Exceptional Women Recognized with Red Ladder Awards Public Article

In partnership with IAOP, the spirit and achievements of female leaders were recognized with the prestigious HCL Red Ladder - Women in Outsourcing Awards.

Reinventing Document and Data Processing Public Article

Reinventing Document and Data Processing Utilizing collective intelligence to tackle staff shortage, volume volatility and boost customer retention.

Transforming L&D Operations Adds Value to Your HR Function Public Article

Implementing an intelligent, next-generation learning solution to transform your L&D operations drives personalized, frictionless, and continuous learning experiences across your talent management cycle. Discover more in this blog

Deliver Frictionless HR Operations By Putting People First Public Article

Putting your people at the center of your HR operations drives intelligent and frictionless people experiences that enhances the value of your HR function and enables you to meet all your employee and business needs. Discover more in the blog.

Impact of Digital Transformation and Cloud Computing on Outsourcing Public Article

Adopting new technologies is now an integral part of building a forward-looking and future-proofed business strategy. Artificial intelligence, IoT, advanced cybersecurity and cloud services can enable companies to scale more efficiently, innovate faster and go to market at an accelerated pace. The reality of digital transformation, however, requires focus on compliance with ever-evolving industry regulations, security concerns and the development of a functioning enterprise-wide system often composed of separate technologies that can burden in-house IT teams. Enter cloud computing and outsourcing as strategic considerations for success. In this 60-minute program, Peter George from Baker McKenzie will discuss how digital transformation and cloud computing are impacting the outsourcing industry through the following topics: Key trends in digital transformation and cloud contracting Results of Baker McKenzie's 2021-2022 Digital Transformation and Cloud Survey Top concerns and investment priorities of executives Best practices for addressing key concerns and opportunities

Improve your order-to-cash process by consolidating vendor data effectively Public Article

Consolidating vendor data across your entire order-to-cash process is time consuming and often prevents your teams from focusing on business-critical tasks. Here are five ways of consolidating your data to deliver a more intelligent order-to-cash process that adds value to your finance function.

Working Smart And Securely In The Digital World Public Article

Speakers: Oscar Elizondo, Vice President Global Enterprise Services at CEMEX and Andrea (Andie) Henrich, Distribution Sector BPO Leader, IBM Consulting Webinar Overview: Hear how IBM is bringing increased agility and flexibility to CEMEX’s finance and accounting operations as well as in its back-office commercial services. IBM combines the use of multiple global delivery centers with increased automation, advanced analytics, and applied cognitive technologies. It also provides advanced IT security services and technology to help secure CEMEX digital infrastructure and strengthen the company’s cyber resilience.

The Culture Of Responsible AI Public Article

Speaker: Phaedra Boinodiris, Global lead for Responsible AI, IBM Webinar Overview: There is no 'Easy Button' to curate AI responsibly. Earning trust in AI is a socio-technological challenge that requires a holistic approach. We must ask these fundamental questions: What kind of relationship do we want to have with AI? What kind of culture is required in orgs to curate AI responsibly? How do we make education more accessible? What are the suggestions for a responsible future? How might organizations begin to establish AI governance? Please join IBM Consulting's global lead for Responsible AI, Phaedra Boinodiris, as she talks about her journey establishing a holistic consulting practice within IBM and the surprises she has had along the way.

Cognitive procurement – from business need to strategic value Public Article

Implementing a cognitive and frictionless procurement model helps your organization facilitate growth, generate revenue, achieve sustainability goals, and drive strategic direction.

The Growing Need for Inclusive Talent Models: Learning from Impact Sourcing Specialists Public Article

In this report, we define impact sourcing and answer why companies should adopt it, how they can put it into practice, where they can do it, which are the leading impact sourcing specialists, and much more. We provide a comprehensive view of the impact sourcing market and its enabling ecosystem. The report will encourage and enable enterprises and traditional service providers to take the next big leap in their talent strategies through impact sourcing.

Why Technology is the Key to Enabling Sustainability Public Article

o reach their sustainability goals fast and efficiently, enterprises like yours can utilize global systems integrators (SIs) as strategic partners to accelerate sustainability agendas. Emerging digital technologies such as AI, IoT, and blockchain are proving to deliver immense value and maximized sustainability initiatives. Watch this webinar as our experts discussed in detail current sustainability enablement technology services market trends and provide insights on how the market is shaping out. The speakers explore: How the role of technology is progressing as a key enabler for sustainability Which trends are prevailing in the sustainability enablement technology services market How the sustainability enablement technology services market is developing Who the leaders and the major contenders in the market are, and what makes them stand out

The New Customer Experience Challenge And The Changing Shape Of The Customer Service Arena: Creating Digital And Data-Led Interactions Public Article

The majority of customer interactions now occur over digital channels. It has also become the preferred method by most companies. This creates opportunities for organizations to collect more insight-driving consumer data and lower expenses from this shifting to digital channels with a lower cost to serve. However, this digital-first approach means businesses run the risk of alienating customers during touchpoints requiring human empathy and understanding. A key challenge that emerges is which customer is more suitable to push for digital vs. human interaction. This webinar will cover how organizations can design digital customer journeys that still maintain the human touch – and how data is key for making that determination.

Cloudification of the Digital Core: a Glimpse into Tomorrow’s Intelligent Enterprise Public Article

Enterprises with a legacy core face multiple challenges such as high operating and support costs, lack of differentiating capabilities, and high downtime. To mitigate these challenges and drive transformational business value, enterprises should invest in building a future-proof digital core, powered by a cloud-based ERP. While enterprises are increasingly investing in cloud-based ERP initiatives, many fail to adopt them successfully and, consequently, realize lower-than-expected benefits. For successful adoption, enterprises need to have a well-planned solutioning, adoption, and sourcing roadmap. Enterprises burdened with a legacy core are at a crucial inflection point – to transform now or never. The COVID-19-induced next normal will continue to evolve customer preferences and enterprise business landscapes, and enterprises that have a future-proof digital core will outperform others and succeed.

Outsourcing Pricing: 3 Pitfalls and 2 Unknowns Enterprises Need to Know in 2022 Public Article

The market for outsourced services has changed drastically in the past twelve months. With the talent shortage shaping up to be a long-term dilemma that will likely last years, compounded with industry uncertainty brought on by the Ukraine war, enterprises are navigating uncharted territory. This expert panel discussed three critical outsourcing pricing pitfalls that enterprises should watch for now and two unknowns to be aware of throughout 2022. Our experts addressed the following questions: What key elements will ensure that pricing-related uncertainties can be managed correctly in 2022? What unknowns should enterprise buyers keep in mind for 2022? What are the pricing pitfalls that enterprises should avoid?

Gender Promotion Gap & Executive Performance - Fair Play? Professional Membership Required

Is equality in the workplace a myth? Hard-hitting questions like this continue to be at the core of gender gap studies in the corporate sector. Organizations across the globe are acknowledging the need to go beyond women empowerment programs to ensure women in the workplace are given equal recognition for their contributions. Individuals at every level have a role to play in addressing gender bias. Join us and hear from a panel of esteemed experts as they bring enriching perspectives to this discussion.

Accelerate Business Outcomes Through Sourcing & Governance Automation and Data Science Professional Membership Required

CPOs are leading the automation and digitization journey at many leading firms. As a former CPO at MUFG and BNY Mellon, hear how Joseph Martinez adopted sourcing automation, data science, and governance automation to enable agile procurement and accelerate business outcomes.  Atul sits down with John and Joseph for this timely fireside chat.

The Power of Contract Automation: A Case Study in Collaboration Professional Membership Required

This is the story of how bp partnered with their provider to solve a difficult problem:  taking time to contract from months to days.  bp has thousands of suppliers around the world, and an increasing number of contracts to process, but a fixed amount of procurement and legal resources. The time to contract for SaaS contracts had risen to an average of 92 days and resources were being stretched to a point where the team worried about increased downstream risk. There was no solution on the market that addressed reducing time to contract significantly while mitigating contracting risk.  bp set out to have a solution built that would streamline the contracting process while reducing contractual risk. The primary objective was to leverage AI and Machine Learning to reduce the average time to contract while minimizing the risk of errors introduced due to limited resources. Together, the bp and App Orchid team built a solution called ContractAI.

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.

IAOP Joins with Tent to Advance Hiring of Refugees and Impact Sourcing Public Article

With approximately 30 million refugees worldwide, this underemployed segment of the population could be the next big source of organizational talent in the BPO industry. IAOP’s new alliance with Tent Partnership for Refugees aims to encourage just that.

Women In Automation – The True Strategic Gamechangers Public Article

This report highlights key insights from Zinnov CXO Automation Conclave 2021, where Nitika Goel, Chief Marketing Officer, Zinnov, moderated a panel of leading women in technology and discussed their journeys and experiences, explored the key challenges they faced in their careers and listened to their perspectives on the future of women leaders within Automation.

Impact Sourcing: One Solution To The Talent Shortage Professional Membership Required

With the talent shortage a new reality, many organizations are desperately looking for ways to address the issue. Impact Sourcing, or hiring skilled and motivated talent from disadvantaged groups around the world is proving to be a solution – helping forward-thinking organizations tap into new talent pools, fill roles, and realize substantial business benefits. This session will provide attendees with real-world lessons on creating an inclusive workforce with a focus on marginalized communities and the business case to persuade the skeptics.

Buyers and Suppliers Unite to Create Jobs for Refugees Professional Membership Required

Latin America faces an unprecedented refugee crisis. Since 2018, 6 million Venezuelans have fled instability and turmoil in their country, with approximately 1.8 million of them resettling in Colombia alone. IAOP, BPro (the Colombian BPO Association), and the Tent Partnership for Refugees (a global coalition of 200+ major companies committed to integrating refugees worldwide) launched an impact sourcing initiative in 2021 to advance the economic integration of Venezuelan refugees into the Colombian outsourcing sector. Hear how multinational buyers are creating job opportunities for refugees and other vulnerable populations through their partnerships with local outsourcing providers.

OWS22 Week #7 Welcome by Jon Browning Professional Membership Required

IAOP strategic Advisory Board Member, Jon Browning CEO, Global Mentorship Initiative, kicks off week seven with some insights from his vantage point. GMI was created from the Rockefeller Foundation’s Digital Jobs Initiative to provide guidance and business skills to college students and refugees through a short-term, online mentorship. We have over 2,000 students and mentors and partner with universities in the US and around the world including eight refugee camps. We make it easy to be a great mentor and this could be one of your opportunities to give back. Learn more at: https://globalmentorship.org

IAOP Holds First Virtual Forum Focused on Impact Sourcing Public Article

With the pandemic increasing the need to engage in sustainable and responsible hiring practices, impact sourcing has the potential to deliver even greater value and rewards to employees and organizations during these times. Against this backdrop, IAOP will bring the SRO community together for its first virtual forum, IS20: Advancing Impact Sourcing and Socially Responsible Outsourcing.

Impact Cultivating Professional Membership Required

Impact sourcing is the new business lingo.  Companies are touting their approach to impact sourcing and showcasing their civic mindedness. In many cases, they truly believe in the concept and have a solid strategy and implementation plans for achieving real benefits that impact society. The goal, however, should be to achieve long lasting change for individuals and communities. As important as impact sourcing is in creating a better world, we need to think about impact “cultivating.”  If you wish to reforest a barren landscape, you must start with seeds and nurture the saplings until you have fully developed strong, resilient trees. It requires time, effort, and investment.  Cultivating requires providing ongoing skills and knowledge that will allow participants to adapt to changing situations, so they will not be left behind again. We already see the effect of technology eliminating low skilled positions. Many supporting fields, such as medicine, are under prepared and under staffed. In this article, let’s look at impact cultivation and the foundation it creates for impact sourcing.

Putting the Impact Sourcing Pieces Together Public Article

A vendor strategy and execution partner at Google envisions a future where impact sourcing and impact hiring is common practice at all companies. Expanding from the successes in the BPO industry, Alex Rochlitz sees a world coming where companies in all industries use a different lens to hire employees and providers for social good and, as a result, benefit from the tremendous value proposition impact sourcing provides. A passionate impact sourcing advocate, Rochlitz talks with excitement about the concepts of “impact providers” and “impact hiring” in his work as a member of IAOP’s Impact Sourcing Knowledge Collective and the Vice Chair of the Global Impact Sourcing Coalition Steering Committee.

Selling Supplier Diversity To The C-Suite Professional Membership Required

Supplier Diversity often happens from the ground up within many organizations and the c-suite may need some convincing. This session will provide attendees with the different items to include in their supplier diversity business case including using client contracts to your advantage, showing the financial impact of potential lost sales, and showcasing how a strong supplier diversity program can increase D&I index ratings enhancing your company’s reputation.

Doing Good is Good For Business Professional Membership Required

It’s a staggering statistic: One in three working-age Americans – 33% – have some type of criminal record. Most of them are non-violent offenders unable to access quality employment because of outdated background screening practices companies have in place. In this session, you'll learn about the impact of Kelly’s collaboration with Toyota, why the workforce solutions provider decided to launch Kelly 33, and how clients across the country are responding to it. 

5 Success-Driving Actions - How to Unlock Untapped, Affordable Talent Public Article

Impact sourcing is a socially responsible way to find untapped, affordable talent while promoting inclusivity and allowing organizations to reap substantial business benefits, including: Contributing to a holistic environmental, social, and governance (ESG) program Increased sales as more consumers choose to buy from forward-thinking businesses Access to new workers in untapped talent pools in different regions Better talent retention through improved work cultures View this webinar as our experts reveal key findings from our recent Impact Sourcing Specialist State of the Market report. We shed light on how impact sourcing is helping enterprises and service providers mitigate challenges such as high attrition and talent costs and shortages, while supporting the welfare of communities.

Impact Sourcing: Driving Your Business Growth With Purpose Professional Membership Required

This session covers the purpose of impact sourcing,  why social impact is important for private sector companies,  the business case for making it part of your corporate strategy and how it can help your company achieve its business and social impact goals.

Scaling An Impact Sourcing Model Globally Professional Membership Required

As a global outsourcer operating in over 50 countries, Webhelp is uniquely placed to implement scalable Impact Sourcing practices. Thanks to advocates such as IAOP, the model of Impact Sourcing is now a well-understood practice amongst the BPO community. However, creating an adaptable, impactful, and globally scalable model across multiple delivery locations is less common.  Webhelp has developed models to achieve a 15% Impact Hiring target across our +200 delivery locations and 97,000 employees by 2025. Underpinning these ambitions is a global ecosystem of world-leading impact partners and NGOs with whom we work to drive our global Impact Sourcing strategy.

Bringing CX Up with Technology & Human Empathy Leveraging Impact Workforce Public Article

Digital transformation is the force driving companies to revamp their business models and adapt to the new reality. What’s more interesting is that the companies are not the ones driving these changes; customers are. Today, customers expect more than ever from brands they engage with, whether in terms of a streamlined back-office, relevant content, speedy customer service, or quick resolution to their queries. It’s their journey that dictates a business’s strategy. And this is what defines the standards for customer experience. In order to keep up with this new reality, you must embrace three critical elements - human empathy, technology, and impact sourcing.

IS20 Speakers Spotlight the Workforce and Communities of the Future Public Article

With COVID-19 as a catalyst, work can now be done from everywhere in the world, creating tremendous new opportunities for jobs and career paths for disadvantaged youth who have been limited by geography or socioeconomics.

Reimagining CXM for competitive advantage Public Article

The pandemic shone a spotlight on the fault lines in customer service design, but with the global investments in digital, CX was already undergoing massive transformation. What we are seeing today is a major acceleration of this experience revolution, where there will be both winners and losers.

Touchless supply chain planning – what makes it different? Public Article

Frictionless planning models leverage touchless, continuous, and AI-based processing, making it possible to work in a radically different way. Capgemini’s Sandip Sharma and Shaun Cheyne discuss why the benefits of touchless supply chain planning aren’t just possible in theory – they’re already happening. Read more: https://bit.ly/3KDPvxF

Touchless supply chain planning – deployment Public Article

Frictionless planning models leverage a target operating model that connects an organization’s global resources and capabilities to achieve a truly touchless planning process. Capgemini’s Sandip Sharma and Shaun Cheyne discuss three key building blocks of a frictionless supply chain planning target operating model. Read more: https://bit.ly/3M2pND7

Touchless supply chain planning – competitive differentiation Public Article

a shift to a supply chain planning model that is comprehensive, smart, frictionless, and based on touchless processes drives sustainable transformation and competitive advantage, say Capgemini’s Sandip Sharma and Shaun Cheyne. Read more: https://bit.ly/37gpRjY

Engineering Services Provider of the Year 2022 Public Article

The digitalization wave sweeping across industries compelled enterprises to integrate software and next-generation technologies in their products and offerings, all while accelerating time-to-market and keeping a lid on costs. Leading service providers responded and engaged with enterprises to help them keep pace with rapidly evolving customer expectations. The PEAK Matrix® Provider of the Year awards help enterprises to identify distinguished providers with strong capabilities and successful services strategies that align well with the evolving enterprise engineering services demand. In this research, we present our 2022 PEAK Matrix® Provider of the Year awards for engineering services providers, our first edition of the awards, to recognize companies that exhibit consistent leadership and top performance across key themes influencing engineering R&D in 2021.

The Race to Vaccinate Against COVID-19: Five Ways Outsourcing Providers Can Supercharge the Pharma Industry Public Article

As the pharma industry chases the development of new COVID-19 vaccines with the peril of virus mutations looming and cases across the globe surging, outsourcing service providers can play vital roles in helping fast-track this essential mission. Since it began in March 2020, the COVID-19 pandemic is still impacting the global population in multiple ways with new waves, casualties, lockdowns, border restrictions, and pandemic appropriate behavior requirements. Despite the availability of vaccines, the majority of countries are unable to fully vaccinate their population. While population size (especially in India and China) and vaccine hesitancy are well-known factors, a range of production and supply-related challenges have also contributed to these delays. Let’s explore what can be done to accelerate these efforts.

Put to the Test During COVID, These Providers Responded Public Article

This year’s Excellence in Strategic Partnerships honorees are always exceptional – but even more so during the pandemic. These award winners have particularly stood out by demonstrating the critical importance of collaboration in this period of great change. IAOP recognized 24 relationships between service providers and customers for their outstanding partnerships, innovation and outcomes with the award.

GOV21 Speakers Stress Supply Chain Governance Needs to Change Public Article

What do you do when there’s no plan B in a crisis like COVID-19? You quickly change how you govern your supply chain because there’s no other option. With that note, expert speakers kicked off GOV21 – a two-day online forum Oct. 27-28 devoted to improving governance to cultivate and strengthen productivity presented by IAOP’s Collaborative Supplier Governance Center of Excellence and key sponsor, Avasant.

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.

A New Business Model For Outsourcing Enterprises Public Article

As we’re seeing a wider adoption of account-based marketing and rapid spread of marketing- and sales technology, so are problems popping up around inter-departmental alignment in growth teams, data silos and sub-optimal performance on both sales- and marketing fronts. An agile approach, called account-based growth is a holistic mindset and methodology that focuses on integrating key growth processes and eliminating data- and information silos. ABG can be a challenge to implement from inside the organization. This opens the doors for the emergence of providing ABG as a consulting- and implementation service, namely Growth-Process Outsourcing. We see GPO as an immense opportunity for providers who have experience in marketing and sales services at the enterprise level, as well as for their clients.

GOV21: Panel Emphasizes Importance of Relationships in Governance   Public Article

With today’s outsourcing deals growing in size, complexity and strategic importance, ensuring that service providers deliver to the terms of carefully structured contracts through effective governance is critical. Presented by event sponsor, Avasant, an intriguing panel discussion during IAOP’s GOV21 online forum, explored the Future of Vendor Governance: Enabling Sustainable Outcomes in Complex Sourcing Deals. The expert speakers discussed the need for organizations to have effective governance to ensure service providers deliver to the terms of the agreement after signing these new multi-dimensional, large dollar deals that are focused on achieving business outcomes.

The Future of Contact Centers is Remote and Hybrid    Public Article

Just as the future of work has gone remote and hybrid, expect contact centers to do the same as we emerge from the pandemic era. Advances in technology, trends in communication, and changing customer expectations have all had a major impact on contact centers over the years. Today’s consumers want always-on, omnichannel support, and they want it fast. Add to that the growing demand for remote-friendly working conditions, and you’ll see why the industry has been rapidly evolving. Remote and hybrid models are quickly becoming the future of the contact center industry.

From Coronavirus Chaos, Great Opportunity Could Emerge Public Article

As Dolly Parton sings, “Working 9 to 5, what a way to make a living!”  Even before the pandemic hit, this notion of a traditional work environment where people went to an office every day with set hours was becoming outdated. Today, the definitions of “work,” “worker” and “workplace” have been forever changed by the crisis over the past year and a half. With more jobs available than workers interested in filling them, it seems a growing percentage of the workforce has come to the same conclusion as the country singer, “It's enough to drive you crazy if you let it.” Now that all the past realities have been upturned, who will do the work, and how and where will it get done? Is this a period of Great Resignation or Great Opportunity? Expert speakers shared the latest in this constantly evolving conversation during a one-day online forum on Sept. 14, Future of Work (FOW21), part of IAOP’s Centers of Excellence (CoE) Series, presented with key sponsor, IBM.

Offshoring vs. Outsourcing — Is There An Explicit Winner? Public Article

Offshoring and outsourcing have become major business buzzwords. However, the lines between the two might often get blurred with people colloquially thinking it to be a means to ‘get work done by a third party.’ While both include an aspect of remote working and external support, they represent two utterly contrasting business models. In this article, we will be comparing the basics of offshoring and outsourcing, finding their strengths, weaknesses, and discussing global destinations that provide exponential value.

The Automation Center Of Excellence Guidebook Public Article

An Automation Center of Excellence (COE) is a dedicated unit of people with leading-edge knowledge and competency in the area, where the team is armed with a mission to streamline access to Automation capabilities for rapid adoption of the technology across the business. An Automation COE is an evolving concept, and it will continue to evolve over time, due to continuous innovation, changing technology, and global trends. Our experts delve further into Automation COEs and discuss their main functions and governance models.

10 Levers Of Success To Build An Effective Center Of Excellence Public Article

How can organizations gauge if a CoE is successful? We discuss key parameters and levers that help us gauge a CoE's success.

What Is A Center Of Excellence And Why Should Organizations Set It Up? Public Article

Our team of experts discuss Center of Excellence - What is it, When is setting it up a good up and why set it up in the first place.

OWS22 Presentations Professional Membership Required


HOW AI HAS INFLUENCED CX AND HOW TO MAXIMIZE THE ROI WITH ANALYTICS Professional Membership Required

Customer data analytics is a true game-changer for any enterprise looking to build and drive personalized, individual customer relationships.  Companies without advanced analytics are not only losing out on long-term customers but losing out on a significant competitive advantage. Within this session, Cris shares his insights on how AI has influenced CX and his views on how to maximize the return on investment with Analytics.

TRANSFORMING THE ENTERPRISE THROUGH DIGITAL ECOSYSTEM PARTNERSHIPS Professional Membership Required

This 45-minute panel discussion on digital ecosystem partnerships will be followed by 15 minutes of live Q&A. Topics include: How Sourcing is evolving in the post-COVID world Re-imagining Vendor Governance for the Digital Enterprise Transforming through Platforms, Automation and AI

CIO SPOTLIGHT: TECHNOLOGY LEADERSHIP FOR BUSINESS INNOVATION Professional Membership Required

Jim Rinalidi shares  some impactful leadership insights including: How IT leadership has changed during and post-pandemic How  IT leaders balance cost optimization with business innovation Which technology trends will shape the future enterprise

Journey To The Imagination Age Professional Membership Required

We are entering a new era for unrestrained creativity and sustained innovation – the imagination Age. In this age, our ability to dream is hyper-accelerated with the convergence of digital innovation, human experience and the omniverse. We will have total freedom to envision new thoughts and create unlimited solutions.our five senses will be unlocked and augmented as we demand predictive, instantaneous access and de-centralized experiences. And of course, we will have new channels and platforms for producing, distributing, and products and services in the Omniverse – where the physical and virtual worlds converge. In this ahead talk, futurist and best-selling author, Kevin S. Parikh, CEO and Chairman of Avasant will share his vision for the world ahead. For the first time, he will unveil his predictions for the future of work, and the way we live, engage, and interact in the Omniverse. Join us as we set the vision for the future!

DEFINING A WORK REVOLUTION: LOOKING BEYOND THE RETURN TO THE OFFICE Professional Membership Required

Real Estate can be influential in solving today’s complex business problems. The workplace connects people, cultures, and ideas to create memorable experiences. Given our current context, we will be facing changes in how, where and when work gets done. This session will help you: Understand how real estate and facilities can be active in solving bigger business challenges Rethink and plan for new ways of working and challenge you to reimagine how, where and when work is carried out Build real estate portfolios that become more resilient and nimbly respond to industry, demographic and technology trends Through a mosaic approach focused on: Empowering women to remain in the workforce Creating more diverse equitable and inclusive cultures Health & well-being in the workplace Enrich company culture in distributed work models Bettering work experience with employee-centered design Commitment to sustainability Evolving for AI and automation

THIRD PARTY GOVERNANCE WHAT “GOOD” LOOKS LIKE Professional Membership Required

In the highly competitive, rapidly changing, increasingly complex and risky business environment in which enterprises operate today, the need for “good” governance has never been more acute. The larger the organization, the more diversified its business lines, the more geographically dispersed its operational footprint, and the greater the number and spread of their third parties, the more critical the need. But what does “good” governance look like? This session will take audiences through a three-tiered model for good governance, what lies at the foundation of a good governance model, a structured approach to third-party relationship management, and its implementation.

HOW TODAY'S DISTRIBUTED WORK OF CLOUD, EDGE AND REMOTE WORK IS LEADING TO A RENAISSANCE OF IT INFRASTRUCTURE Professional Membership Required

A common misconception about cloud is that it makes IT infrastructure less important. In reality, infrastructure provides the critical compute, network, workplace and data platform capabilities on which exceptional customer and employee experiences can be built. In the age of the Cloud Continuum, most company’s infrastructure—along with their applications and data—will literally live everywhere. That makes it critical for companies to embrace a renaissance of IT infrastructure. Learn more about what companies can do to unwind technology and talent debt to be positioned for the future, with a new modern backbone for the “ever-ready” digital enterprise.

THE POWER OF CONTRACT AUTOMATION: A CASE STUDY IN COLLABORATION Professional Membership Required

This is the story of how bp partnered with their provider to solve a difficult problem: taking time to contract from months to days. bp has thousands of suppliers around the world, and an increasing number of contracts to process, but a fixed amount of procurement and legal resources. The time to contract for SaaS contracts had risen to an average of 92 days and resources were being stretched to a point where the team worried about increased downstream risk. There was no solution on the market that addressed reducing time to contract significantly while mitigating contracting risk. bp set out to have a solution built that would streamline the contracting process while reducing contractual risk. The primary objective was to leverage AI and Machine Learning to reduce the average time to contract while minimizing the risk of errors introduced due to limited resources. Together, the bp and App Orchid team built a solution called ContractAI.

FROM DIGITAL TO SMART: HOW AI-POWERED CONTRACT LIFECYCLE MANAGEMENT (CLM) IS TRANSFORMING SUPPLIER RELATIONSHIPS Professional Membership Required

While enterprise functions are becoming increasingly digital, the interface and collaboration between these departments remain woefully old school. This is a key reason behind ineffective supplier management which requires various departments to operate in cohesion. As the foundation for all supplier relationships, contracts and contract management hold the key to addressing this challenge. With AI-powered CLM technology, organizations can now adopt a smarter approach to contracting that brings together automation, intelligence, and collaboration to transform supplier relationships. Join Mark Voytek, Chief Customer Officer, SirionLabs for this session to discover how smarter contracting is helping organizations effectively manage complexity, ensure resilience, and transform value creation in their supplier relationships.

AI AND ETHICS FROM PRINCIPLES TO PRACTICE Professional Membership Required

Artificial Intelligence (AI) enhances and amplifies human expertise, makes predictions more accurate, automates decisions and processes, optimizes employees’ time to focus on higher-value work, improves people’s overall efficiency, and will be KEY to helping Humankind travel to new frontiers and solve what feels now like insurmountable problems. But - we’ve got to get AI right… Can you trust the decisions made by an AI? Just because a decision is made by an AI does not mean that the results are morally or ethically sound. This talk will introduce listeners to very tangible and holistic steps that organizations and practitioners across diverse roles can take to nurture and develop truly responsible AI.

WORKERS OF THE FUTURE IN THE FUTURE OF WORK Professional Membership Required

The world of work is changing. Workers must adapt at the pace of change. New skills, new approaches, and new collaboration styles are cornerstones of the future of work. Join Ian as he explores this transformation and the implications for enterprises, workers, and the economy as a whole.

2022 KEY ISSUES: IT'S NOT A TALENT WAR, IT'S A NEW REALITY Professional Membership Required

The experts at Everest Group, in partnership with IAOP, conducted a survey with senior stakeholders from global enterprises across multiple departments to learn more about the global talent struggle and viable options, and understand their thoughts as they strategize in 2022. These include key priorities, challenges, and initiatives from a global sourcing perspective. This research addresses the major concern that all organizations want to understand: what can be done to mitigate the impact of the talent shortage?

2022 KEY ISSUES: THE ADVISOR VIEW Professional Membership Required

Everest Group’s keynote address was followed by a panel discussion of advisors’ views on the talent war, what they are seeing on the ground, and actions you can take to prepare for the new reality.

THE EVOLUTION OF VESTED LESSONS LEARNED FROM OVER 100 DEALS Professional Membership Required

The University of Tennessee’s award-winning research on the highly strategic “Vested” business model for strategic win-win strategic partnerships first came out in 2010. Over 10 years and 100 deals later the research continues. One of World Trade Magazine's “Fabulous 50+1” most influential people impacting global commerce, shares the lessons learned and why you should be taking a vested interest in Vested outsourcing.

IF SKILLS ARE THE NEW CURRENCY I HAVE A HOLE IN MY POCKET Professional Membership Required

Join us for a panel discussion with IBM Talent executives who will examine the Talent Ecosystem and share how Talent Acquisition, Talent Development, Strategic Workforce Planning, Change, and Employee Experience working together can help keep and grow your Skills Currency

THE KEY TO SUPPLY CHAIN RESILIENCY Professional Membership Required

The global pandemic has had a profound impact on supply chains. Supply chain resilience holds the key to recovery and applying the lessons learned from the pandemic is the key to making supply chains resilient. This session examines real-world sourcing in the latter days of a global pandemic.

GBS A TRANSFORMATION ACCELERATOR Professional Membership Required

Enterprises have been addressing tremendous volatility, headwinds and opportunities. One trend in this era of rapid change that has been steadily rising is greater adoption and expansion of global business services. In many organizations, GBS is leading the digital transformation and helping accelerate growth and resilience, while in others, GBS is helping organizations also reduce costs to provide capital and capabilities to pivot. Learn from leading GBS leaders on how they are helping transform their enterprises. These leaders will share their: GBS Vision and Journey Their workforce strategy Transformational Programs Adoption of sourcing and automation Future Ready Initiatives

OWS22 Week #3 Welcome by Atul Vashistha Professional Membership Required

IAOP strategic Advisory Board Vice-Chair, Atul Vashistha, COP, kicks off week three with a brief overview of the industry from his vantage point. Atul Vashistha is recognized globally as a leading expert on globalization, governance, and risk. He has authored three best-selling books: The Offshore Nation, Globalization Wisdom, and Outsourcing Wisdom. Atul pioneered the global sourcing advisory space in 1999 when he founded Neo Group and is also the founder and Chairman of Supply Wisdom. Founded in 2012 as an early warning service for business disruption risk, today, Supply Wisdom® is the market-leading patented real-time and continuous risk intelligence and monitoring solution.

OWS 22 Week #2 Welcome by Neil Hirshman Professional Membership Required

IAOP strategic Advisory Board Member, Neil Hirshman, COP, kicks off week two with a brief overview of the industry from his vantage point. Neil is co-lead of K&E's global Technology & IP Transactions practice, focusing on intellectual property and technology-related transactions, both domestic and foreign, including outsourcing (business process and information technology), software development, software, data, trademark, patent and technology licensing, telecommunications, international franchising, commercial agreements (supply, distribution, development) and strategic alliances. In addition, he advises clients on the intellectual property and technology issues that arise in mergers, acquisitions, divestitures, recapitalization, and bankruptcies.

OWS22 Week #4 Welcome by Maura Hudson Professional Membership Required

IAOP strategic Advisory Board Member, Maura Hudson, COP, kicks off week two with a brief overview of the industry from her vantage point. Maura Hudson, COP, is a global marketing, operations and competitive solutions executive with proven success in professional services industries, including commercial real estate, outsourcing, and financial services. She maintains validated experience in solutions development, communications, marketing, research, strategic analysis, sales operations, program management, and consulting. Maura is known for training, mentoring and developing marketing and business development leaders. A recognized creative thinker and effective communicator, Maura's entrepreneurial skills, strong analytics acumen, and project management approach are award-winning.

OWS22 Week #5 Welcome by Karen Bobear Professional Membership Required

IAOP strategic Advisory Board Member, Karen Bobear, Managing Director at Accenture, kicks off week two with a brief overview of the industry from her vantage point.

The Resurgence Of Poland As A Research & Development Hotspot Public Article

Zinnov’s latest Global Center of Excellence (COE) Hotspots report identifies Poland as an up and coming technology innovation hub that already houses large MNCs like IBM, Samsung, Intel, etc., that are leveraging the vibrant ecosystem that this country has to offer. In this report we analyse what makes Poland a software engineering hub.

Build Operate Transfer (BOT) Model – The Formula For Automation COEs To Scale In-House Capabilities Public Article

An enterprise may have realized that there is a need for an Automation COE, maybe even built a few automations and defined some key objectives. But how can enterprises take this COE idea from inception to scale? Here is our take on one of the approaches that any enterprise can leverage to build the Automation COE with a third-party partner: the BOT model (Build Operate Transfer).

Why GCoE Accelerator Is The Perfect Scale Fast, Fail Fast Mechanism Public Article

In this report, we highlight the key advantages of the Global Center of Excellence Accelerator Model and look beyond their operational advantages.

Real-Time Process Discovery: A Giant Leap Towards Accelerated Hyper Intelligent Automation Public Article

Hyper Intelligent Automation (HIA) marks the dawn of a new era within the automation landscape. HIA is built on the four key technology pillars of Use Case Discovery, Data Transformation, Process Reimagination, and Business Optimization, supported by several other underlying infrastructure layers. The amalgamation of these technologies represents the end-to-end integrated Hyper Intelligent Automation philosophy that is disrupting the automation landscape.

Digital Adoption Platform (DAP): Accelerating the Journey from Transformation to Adoption Public Article

In this report, we explore the key challenges that enterprises face when undergoing digital transformation and how a Digital Adoption Platform (DAP) can help address these issues. We also discuss various use cases, special platform features, partner ecosystem, and market outlook.

5 Success-driving Actions: How to Manage Extreme Outsourcing Pricing Public Article

Outsourcing services have undergone a profound transformation in recent months driven by evolving client needs and operating models, the advent of new technologies such as digital, artificial intelligence, and machine learning, and most recently, a severe talent shortage. These forces have resulted in increased rates across the services industry. Outsourcing contracts signed as recently as early 2021 may already be misaligned with market realities. This webinar uncovered five pricing actions enterprises should take now to attain value without breaking the bank.

The Best of the Best Companies that Leverage CX Personalization to Dominate Public Article

When it comes to personalization people may think of customized products or using a customer’s name when addressing them. However, it goes far deeper than that. Personalization is about customizing products or services to suit an individual’s every preference.

The Unstoppable Hyper Intelligent Automation Juggernaut Public Article

This report analyses the Hyper Intelligent Automation growth trajectory through the lens of “Zinnov Zones for Hyper Intelligent Automation – H1 2021” – the industry first, most comprehensive, and best-in-class platform assessment exercise that is aimed at gauging how equipped platforms are to cater to the rising demand for automation by enterprises.

Hyper Intelligent Automation: The Strategic Gamechanger For Enterprises Public Article

To achieve antifragility and short-circuit digital transformation, enterprises are taking the Hyper Intelligent Automation (HIA) route, to enable frictionless customer experiences, optimize workflows, and drive business outcomes with a faster turnaround time in the era of unprecedented disruptions. This article will talk about HIA, its benefits, the challenges organizations face while implementing it, popular use cases, and more.

How To Build An Effective Center Of Excellence Public Article

Through this content piece, our experts share their views on Center of excellence, how to build it, its key attributes and its design frameworks.

The Future of Outsourcing Public Article

60% of organizations are either considering or planning to assess their outsourcing strategies in the next 12 months. That’s a clear sign outsourcing has evolved into a true business transformation solution. The reasons for outsourcing may vary – changing workforce habits, new technologies, attracting new talent. However, the end goal for everyone has to be future-focused, prioritizing deals and relationships that are less transactional and more transformational to drive value and operational excellence. All these trends and more are covered in our newest report “The Future of Outsourcing.” It’s one resource you can rely on as you continue your digital transformation. You also need the right partner. KPMG has specialized teams of experienced outsourcing professionals ready to help. Let’s set up some time to talk about your unique needs and work together toward a successful future.

Virtual Accelerators – The Asset-Light, Value-Heavy Business Model, A Globalization Gamechanger Public Article

This report analyses Virtual Accelerators: The Asset-Light, Value-Heavy Business Model, A Globalization Gamechanger

The Case For An Enterprise Center Of Excellence (COE) Public Article

Setting up a Center of Excellence (COE) is the easy part. And many management consulting firms will be able to do this for their customers – then finish the engagement and walk away. But that is not where the process really ends. The real challenge is maintaining and managing the global centers once they have been set up, adopting new technologies, demonstrating business value, building employee relationships, among many other things. And for this, a very different approach is required.

India – The Dream Destination For Centers Of Excellence Public Article

This report analyzes how a large talent pool, mature ecosystem and the Ease of Doing Business in India transformed the country into a Global COE hotspot.

Combating Cybersecurity Threats With Globalization Public Article

Cybercrime could cost the world a staggering USD 10.5 Tn in losses in 2025, predicts Cybersecurity Ventures. This year alone, the damages are predicted to be to the tune of USD 6 Tn, i.e., twice the collective valuation of all unicorns – or approximately 3000% of the damages inflicted by natural disasters worldwide in 2020!

How Mexico Evolved As LATAM’s Center Of Excellence Hub Public Article

Mexico has become a preferred destination of choice for the C-suite to set up their Centers of Excellence (COE also known as Global capability centers) for the parent organizations. These COEs are currently the top-of-mind facets to expedite digital transformation and form antifragile business solutions to withstand future blows to the ecosystem. Mexico’s geographic boon (proximity to US), government initiatives, workforce skilled in technology, and mature infrastructure has made it a near/offshoring pivot across the globe.

Recalibrating for Resiliency – 2021 Key Issues in Global Sourcing – Sourcing and Vendor Management Perspective Public Article

This report provides perspectives on how leading global enterprises are putting 2020 behind them and planning to develop resiliency in 2021 and beyond. The report highlights SVM stakeholders’ growth sentiments, key priorities, challenges, and initiatives from a global sourcing perspective.

The Rising Tide Of Nearshoring In Latin America Public Article

A key trend that has emerged in the face of the pandemic has been the rise of nearshoring in Latin America (LATAM), due to its proximity to the US, growing talent pool, cost-effectiveness, and cultural affinity.

ESG in Services: What Sourcing Teams Must Know to Do More Public Article

While environmental, social, and governance (ESG) objectives have been important to sourcing teams for years, most efforts have focused on the materials supply chain or smaller, less strategic suppliers. Savvy sourcing teams have realized that’s no longer enough and are focusing on ways to navigate their ESG objectives with large, strategic service providers.

It’s Not a Talent War, It’s a New Reality Public Article

Listen to this much-anticipated annual webinar to learn the results of our 2022 Key Issues Study exploring the ongoing talent challenge. Our experts will explain the talent landscape for 2022 and provide insights into issues such as, top talent challenges and priorities, actual and potential impacts from the talent shortage, and resiliency and agility planning.

The Next Era in Talent Management Public Article

In this report, we explore the key disruption/innovation levers shaping the contingent workforce of tomorrow, depicted through the 5Es or the Empower, Evolve, Enhance, Elevate, and Embrace framework.

Sourcing is Transforming So Supply Chain Governance Needs to Transform, Too: There is No Plan B Public Article

Traditional Supply Chain governance practices do not address the challenges presented by today’s outsourcing engagements and multi-supplier ecosystems. Buyers and suppliers alike must, in a spirit of genuine partnership, collaboratively transform their supplier governance practices and embrace the trend to continuous, proactive governance and broad-spectrum risk intelligence to maximize value, drive innovation, and manage the multi-vector and cascading compliance risks of their outsourcing relationships such as the current increased government focus on ESG throughout the supply chain. In this action-packed panel discussion, hear from four of the industry's leading experts on why they say there is no "Plan B," and how critical it is that supplier chain governance must adapt as sourcing transforms.

Transforming Supplier Governance: Governing When the Four Walls Are Gone Public Article

In today’s post-pandemic world, Supplier Governance is going through an unprecedented transformation. Buyers and Service Integrators have lesser physical proximity with Suppliers due to organizations heavily resorting to remote working models. During this panel discussion, we will explore impacts to three key areas of Governance: Performance Management, Demand Management and Continuous Improvement. Come join us for a riveting discussion and make your voice heard as well!

Using Data to Strengthen the Outsourcing Relationship Public Article

Successful outsourcing relationships are based on delivering results that align with a customer’s strategic goals. Services need to provide consistent, sustainable value. In this session, we will explore how data and analytics to advance the overall outsourcing relationship, promote collaboration, and create opportunities to partner on innovation initiatives. We’ll look at a simple process that outsourcing professionals can use to demonstrate themselves as trusted advisors and reliable partners by using data and analytics. Sharing the right information at the right time will build and inspire confidence in work now routinely performed globally, and due to the pandemic, often remotely.

A Fireside Chat on Agile Governance Public Article

Have you been left wondering during the aftermath of major disruptive incidents, like Kaseya, Solar Winds, COVID, European Energy Crisis, or floods in Germany – what the impact these events had on the health and risk status of your suppliers? Incidents like these are rising in frequency and severity, and these unknowns are concerning governance leaders everywhere. Is your governance keeping up with the disruptions your supplier are facing? Learn how to design and run an “Agile Governance” system and team and ensure continued business performance and resilience.

Future of Vendor Governance: Enabling Sustainable Outcomes in Complex Sourcing Deals Public Article

Outsourcing deals today are getting larger, more strategic, and more complex with converged IT, digital, and business process services. Contract terms are getting longer and multi-dimensional, reaching hundreds of millions of dollars. As a result, clients are paying careful attention to deal structuring and contract negotiation, ensuring they get the best deal. However, once the contract is in place and the transition is complete, many of them spend little time or attention ensuring that the service provider delivers to the terms of the agreement, in effect leaving enormous value on the table, unrealized. In this interactive panel discussion, Avasant Partner Carlos Hernandez and Vice President Jim Lee will present Avasant’s vision for vendor management along with real-world experiences from Valerie Lape Handy, Director, IT Partner Management, CDPHP, touching on the current challenges to a sustainable sourcing partnership: Alternatives to traditional approaches to vendor governance How Vendor Management as a Service (VMaaS) ensures realization of business value from large outsourcing relationships Justifying the investment to establish a VMaaS program to achieve ROI Real-world examples of VMaaS program success

Future of Work A Buy Side Discussion Public Article

Hear a buyer's-eye view of how organizations have been navigating WFH, talent, attrition and more top-of-mind topics in this informative panel discussion.

Workforce Strategies of the Future Public Article

The data is in. COVID-19 accelerated a shift to remote work and virtual meetings and it looks like some WFH or a hybrid model is here to stay. Face-to-face business may be permanently replaced by virtual meetings. Digital transactions have become more convenient and efficient. Inclusion and diversity have become major initiatives for many organizations. Companies are using Automation and AI to adapt to the new realities and planning to implement even more technologies. This panel of experts will walk you through the data and what it means for future workforce strategies.

The Future Is Fluid Designing A Workforce Strategy For The Next Normal Public Article

Despite the doomscrolling and dire headlines about empty offices and unfilled jobs, Tammy Browning is optimistic that companies can emerge healthier in the post-COVID era. Her work with some of the world’s largest, most complex corporations—along with in-depth research on how global leaders are adapting their workforce strategies—reveals an eagerness to re-imagine where, when, how, and by whom (or what) work is done. This dynamic session covers fresh insights and action plans that equip today’s talent buyers and suppliers to step into the next normal with confidence.

Creating the Future of Work Professional Membership Required

This Keynote Address from FOW21 by Jennifer Kirkwood, a Partner in IBM’s Talent and Transformation Practice with over 24 years experience in HRTech and Data, compared what the new, post pandemic future of work should look like with current CEO survey data that suggests what it may look like, and the risk required. This session proposes a Values-oriented industry discussion as the best foundation for creating the future of work.

GOV21 Interactive Workshop: Best Practices in Collaborative Supplier Governance Public Article

In an increasingly complex and changing environment, implementing a strong governance strategy has never been more essential, and ensuring the right processes, tools and templates are in place are critical to successful and collaborative supplier governance.

Scaling Intelligent Automation: Can It Solve the Talent War? Public Article

A significant boost in intelligent automation (IA) adoption occurred in response to the pandemic as organizations grappled to ensure business continuity. Post-pandemic, the adoption of IA solutions has maintained a steady climb and even accelerated. Enterprises and Global Business Services (GBS) organizations are increasingly leveraging IA solutions for areas beyond traditional delivery, for example, as a lever to address talent concerns, enhance productivity, and set up long-term strategies for business resiliency and agility. In this webinar, our experts provide insights around the adoption trends and impacts of IA.

Effective Claims Operations through Scaled Digital Adoption Public Article

In this Everest Group research, we showcase the current state of payers’ claims management processes and the associated inefficiencies. To overcome these efficiencies, payers need to adopt a digitalization approach that allows them to build a digital layer over their existing claims management systems, rather than embracing a rip-and-replace approach, which is marred by limitations such as high costs, downtime, and data loss. Such a digital claims management model, characterized by Artificial Intelligence (AI) / Machine Learning (ML) tools and strong IT and business collaboration, will enable payers to accelerate the claims settlement cycle, improve accuracy, and drive cost savings.

Leveraging Coaching Fundamentals to Create Happy Outsourcing Relationships Public Article

The objective of this white paper is to share key coaching skills that will generate “outside the box” thinking in relation to how you approach your outsourcing relationships. Fundamentals such as active listening and the art of powerful questioning will be discussed so these techniques can be leveraged to create solid, “happy,” and long-lasting outsourcing relationships.

The Acceleration Imperative: Why Businesses Must Prioritize Speed Public Article

Much has been said about the value of data in driving business and shaping customer experience recently. For the most part, companies across the board have begun addressing underlying infrastructure needs to level siloes and make data easier to ingest. Big consulting firms are quick to mention AI, ML and analytics as essential ingredients for success in a digital economy. But one benefit often overlooked in these discussions is the speed gained by digital modernization. Speed to market, speed to respond, speed to adjust to changing market demands. The ability to move faster into new business opportunities, while fending off data-driven disruptors in a competitive market is a huge differentiator.

Future of Work Series: Reimagining Workforce and Workplace Mechanics Public Article

Before 2020, rapid technological advances, changing workforce demographics, and evolving customer expectations were already shaping work and the modern workplace. COVID-19 accelerated this momentum, causing organizations to relook at their workforce and the mechanics of work and the workplace. Everest Group and Talent Solutions have collaborated to undertake the Future of Work research, leveraging existing intellectual property and data from a survey of 200 senior HR leaders across geographies, industries, and organization sizes. In particular, we examine the three key questions confronting the workforce and workplace mechanics: where will the work be done, who will do the work, and how will the work be done?

Is Agile Working? Where Enterprises Are Going Wrong Public Article

Agile has been established as the de-facto software development of the future; yet, enterprises’ journeys and their ability to scale agile have been a mixed bag. This webinar will explore where enterprises have been successful with agile, the stumbling blocks, and what the road ahead looks like.

Returning to Work Will Mean More Space, Fewer People and Many Possibilities Free Subscriber Membership Required

When employees return to work in the short- and longer-term, the office environment won’t be the same as the one they left behind before the pandemic – and that can be positive for companies and their workforces.

HR Service Transformation - Solutions Public Article

Robert Dutcher (HR Transformation Manager, Capgemini’s Business Services) presents four factors that can help inform a comprehensive approach to HR service transformation to deliver a frictionless employee experience. Learn more about enhancing your employee experience with next-generation digital HR operations that will help your organization move towards realizing – what we call – the Frictionless Enterprise.

CXO Agenda Item: Build a Talent Strategy for Today and Tomorrow Public Article

The global economy is poised for a robust recovery after the COVID-19 era; however, we are now seeing a steeply growing talent shortage across industries – and CXOs are discovering that attracting and retaining talent will require an immediate and long-term strategy. ???????View this webinar to see our experts identify the key pillars of a forward-looking talent strategy, considering the impacts of moving to remote delivery, demographic shifts, disruption from climate change, social considerations, and corporate governance responsibilities.

Is Cold Calling Dead? Public Article

For years I have heard it said many times, “Cold Calling Is Dead”, and I still hear it today. Most often it is said by those who have never done it or just plain suck at doing it. As an essential tool for almost every salesperson, the phone is by no means an outdated tool for communicating. I last wrote an article on this topic some 15 years ago. While some of the techniques have advanced or morphed since then, the essentials are still the same. The name could stand an update, partly because of its negative connotation of timeshare salespeople and scammers, made all the more annoying with the introduction of those annoying robocalls that attempt to filter out non-buyers and pass interested people on to a live person.

A Pathway to More Efficient Finance and Accounting Operations Public Article

On June 22, 2021, EXL hosted an executive roundtable presentation titled “A Pathway to More Efficient Finance & Accounting Operations,” focusing on the impact COVID-19 has had on healthcare systems, how CFOs are responding, and emerging strategies that can successfully deliver holistic transformation toward data-driven finance. This article summarizes the key points of the discussion, defining data-driven finance, the use of data and digital technologies to improve patient care and business outcomes, and how healthcare CFOs can lead organizations to and through a technology transformation that creates sustainable gains.

Sourcing for IT Specialist Capabilities – the What, Why, and How Public Article

Enterprises today are looking for specific IT service provider roles to help balance multiple objectives within the organization. Consequently, we’re seeing specialists growing in relevance that bring technology/function-specific domain expertise to IT service sourcing, accelerating service delivery to meet clients’ unique business needs. However, specialized capabilities come with challenges, making it imperative for enterprises to look at the right set of parameters –­ including the what, why, and how – as they assess and identify the best IT specialist provider. In this session we look at: What role specialist service providers play in the new “value-driven” sourcing model Why enterprises should work with a specialist service provider How enterprise sourcing models are evolving

MSP 4.0: From Contingent Workforce Management to Contingent Talent Empowerment Public Article

Over the last two decades, the Managed Service Provider (MSP) industry successfully evolved in terms of service portfolio and value proposition to effectively deliver on enterprises’ contingent workforce requirements. The COVID-19 pandemic threatened to disrupt this growth in 2020, but the MSP industry demonstrated remarkable leadership and resilience, swiftly adapting to Work From Home (WFH) delivery, fulfilling services as part of its flex-and-scale value proposition to cater to dramatic fluctuations in hiring requirements, and resolutely maintaining service quality levels. At the same time, the pandemic’s wide-ranging changes necessitated the industry’s evolution to MSP 4.0, a more dynamic, more reliable, and significantly more agile model in driving and shaping clients’ next-generation talent needs. Both enterprises and MSPs view this change as an opportunity to revamp, rejuvenate, and revitalize contingent workforce models to meet future talent needs and better manage risk. This change will come through a dramatic acceleration of certain existing levers and the introduction of some new levers that have emerged during the crisis. This report explores these key levers and explains how they will shape the industry.

Hyper Intelligent Automation Landscape Report 2021 Public Article


CoE Hotspots of the World Summary November 2020 Public Article

As part of this report, we have evaluated 13 countries for their potential to build Centers of Excellence (CoEs), i.e. to build full,  scalable software engineering teams at affordable costs that can own and drive products and IT workloads. Based on Zinnov's vast experience, all countries included in this report have a proven potential for software engineering talent. The focus of this report, is, however, to evaluate their potential to build CoEs. Some countries like Ukraine have not been included in the list, owing to recent geopolitical situation in the last few years in those countries.

Automaker Case Study Public Article

Revamping CX for a Renowned Automaker The client is an American automotive flagship brand, offering sales and after-sales services, social media management, and omnichannel solutions as part of their provided automotive digital services. The client’s objectives were to continue boosting their growth rate, depending on a more customer-centric approach, create a more intuitive and friendly customer experience, establishing more insightful communication with their customer base. Moreover, they needed better market visibility based on reliable data.

Delivering Superior Experiences Public Article

As organizations transition to a post-pandemic world, they are leveraging superior customer experience as a differentiator and an engine for growth. Organizations are also recognizing that, along with the customer, the agent is a pivotal component of Customer Experience (CX). In fact, the two are inextricably linked – a good agent experience consistently leads to a good customer experience and vice versa. But in a world of finite resources and competing priorities, the agent experience is often ignored and existing efforts are not enough to improve agents’ overall satisfaction with their experience at work. With the augmented role of customer service agents at the center of a seamless CX model, organizations have started to recognize the tangible benefits of enhancing the agent journey. They have started working toward improving agent experience by addressing agents’ pain points, eliminating skill gaps, and providing them the tools they need to succeed in order to ensure consistent, engaging customer experiences that drive positive business and talent outcomes, long-term sustainable growth, and brand equity. In this viewpoint, we examine the connection between agent and customer experience, including its broader business impact. We recommend that organizations should work with an agent-centric mindset and thoughtfully deploy technology and restructure business processes to prioritize agents’ physical and mental well-being. What is agent experience, and how does it impact customer experience and the broader business? What workplace challenges do agents face, and what are the key drivers of agent experience and engagement? What measures should companies take to improve agent experience?

Rise of IT Services Specialists Delivering on the Service Contextualization Public Article

As enterprises ramp up their digital transformation initiatives, the strategic sourcing function faces the challenging task of establishing and orchestrating an IT services vendor portfolio that can help these companies fulfill their business objectives. This digital age sourcing model requires co-existence of distinct IT service provider roles to help enterprises balance multi-fold objectives such as risk management, modernization, and building capabilities across change, manage, and run initiatives. The underlying principle of this framework is that deriving business value from IT requires enterprises to have access to best-of-breed capabilities across a broad set of themes. As part of this shift, there is a need to look at the specialist ecosystem. In this viewpoint, we highlight why specialists are important and how an increasing number of enterprises have realized the need for technological, functional/methodological, and industrial expertise to add value to business and technology transformation initiatives. We also cover the challenges associated with specialists that enterprises need to be aware of and provide a checklist of key metrics for evaluating and identifying the right specialist. This report looks at: Need for evolved sourcing models Growing relevance of specialists Need to identify the right specialist Assessment of specialists – checklist

Service Delivery Evolves to a ‘New Normal’ Public Article

Looking back over the past eight months, companies have come a long way in shifting to remote workforces. What does the future hold for service delivery models? IAOP tapped the brainpower of Claro Enterprise Solutions to share its expertise with members during its September Webinar on Zoom Isn’t Enough, Five Keys to Service Delivery in the Workplace of the Future.

Intelligent Process Automation Free Subscriber Membership Required

Predictions for the immediate and not too distant future all point in the same direction – putting your client at the heart of all operational activities will further erode organizational silos around the front, middle, and back office, leading to the emergence of new, borderless, client-centric organizations that can optimize the way value creation is executed.

How Digital Improves Engineering And Manufacturing Organizations Public Article

The global engineering services offerings (ESO) market crossed USD 1.6 trillion in 2020, and is expected to grow at a CAGR of ~23% from 2021 to 2028. This increase has been driven by digital engineering becoming a new growth engine for the industry. The combination of next-generation technologies and the use of engineering and product data analytics is transforming the entire value chain, delivering a multi-fold impact on cost and efficiency. Organizations that are able to adopt transformative tools and technology solutions through strategic partnerships with ESO partners will be well-positioned for success in the future.

Navigating The Path To Data-Driven Finance Public Article

If there is one thing the COVID 19 crisis has underscored both across and within industries, it is that the top performing companies in the post-pandemic world will be data-driven. This is not surprising. Rising competition, the battle for customer loyalty and attention, shorter business cycles, and a rapid shift to digital for everything from product and service innovation, distribution channels, and business operations puts unprecedented pressure on businesses. If driving profitable growth was hard before, it is even harder now as organizations find themselves having to pivot rapidly and frequently in response to a constantly evolving and disruptive market environment.  To successfully compete and profitably grow in this challenging environment, top performing datadriven businesses use data and analytics in ways that consistently produce better decisions, automate key processes and enable personalized digital interaction will drive higher economic value, customer loyalty, and enterprise efficiency, thereby creating sustainable long-term competitive advantages.

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?

Capgeminis-Vision-to-Create-Frictionless-Enterprise-Operations Public Article

HFS’ Phil Fersht (CEO and Chief Analyst) – and his team of analysts – spoke to Anis Chenchah (CEO, Capgemini’s Business Services) and his leadership team to learn how Capgemini is applying its Frictionless Enterprise approach to achieve the goal of delivering frictionless business operations for its clients. In this paper you will learn how Capgemini is applying an emerging-technology-focused approach to its outlook and messaging for business services. Backed by data from Global 2000 enterprise executives, the paper also explores the priorities, “have-to-have” capabilities, and outlook for successful partnerships in the market today.

Recruitment Process Outsourcing (RPO) 4.0 - Heralding a New Era Public Article

The Recruitment Process Outsourcing (RPO) industry has successfully and continuously evolved, even in the times of COVID-19, in terms of service portfolio, value proposition, and business models. However, while the industry has adapted to Work From Home (WFH) delivery, fulfilled services as part of its flex and scale value proposition to cater to dramatic fluctuations in hiring requirements, and continued to maintain service quality levels, it is evident that another major disruption is around the corner. Notably, the COVID-19-induced crisis has paved the path for RPO 4.0 – the next evolution of the RPO industry which will be more dynamic, reliable, and significantly more agile in driving and shaping clients’ next-generation talent needs. The change will come by accelerating some of the current levers and leveraging new forces that have emerged in recent times. This report explores these key levers and describes how they will shape the industry. In this research, we answer key questions that will shape the RPO industry’s future:

Frictionless HR blog series Public Article

Felicia Jones (Digital Employee Operations Leader, Americas), Gretchen Alarcon (VP and GM, Human Resources Service Delivery, ServiceNow), and Jill Weber (Director, Global Head, Service Integration and ServiceNow Practice, Capgemini), have written a series of blogs on Frictionless HR with some amazing insights to help your clients transition their HR operations to the Frictionless Enterprise.

Workforce and Delivery Location Strategies: What to Aim For in 2021 Public Article

Despite being a year of rough waters for most industries, global delivery locations and delivery center set-ups saw trends of growth throughout 2020. In this webinar replay/deck, Everest Group’s Michel Janssen, Chief Research Officer, and Anurag Srivastava, Vice President, were joined by senior workforce and locations strategy practitioner Daniel Rose, Head of Strategy and Operations at Novartis, and Rajat Bhatnagar, Extended Workforce Solutions Business Partner at Google, for a 360-degree perspective on global workforce and delivery locations strategies — including what changed in 2020 and what to aim for in 2021. They discussed The effects of COVID-19 on global workforce and delivery locations strategies Leveraging offshore vs. nearshore vs. onshore locations Implementing hub-and spoke or centers of excellence (CoE) models The impacts of work from home (WFH) on real estate and how it compares to flexible office space trends Trends in leveraging alternative talent models

Employment Outsourcing Models Public Article

Global/local expansion and the need to address talent shortage are the primary organizational drivers for outsourcing HR administration services. Organizations wanting to expand their presence into new markets for competitive advantage or those looking to gain access to a wider talent pool incur a substantial cost, coupled with risks and challenges in setting up a new entity in the selected geography and recruiting and onboarding employees. As enterprises look to navigate this amplifying administrative burden to address their growth aspirations, models beyond traditional HR outsourcing, such as Professional Employer Organization (PEO), Employer of Record (EOR), and staffing, are rapidly growing in prominence. In this study, we look at the various ways in which enterprises engage with third-party service providers beyond the traditional HR BPO model across permanent and temporary talent.

What is Successful Digital Transformation in a Post-pandemic Economy? Public Article

While most companies believe they are digital companies, powered by digital platforms, the pandemic has further accelerated the need for Fortune 1000 companies to adopt digital strategies by several years. In this webinar, we examine and showcase how large enterprises are approaching digital transformation, including their use of data and AI, automation, interactive experiences, Internet of Things, and organizational and talent models. By delving into the data from 2020, we go beyond the buzzwords and focus on how companies are actually scaling digital transformation efforts. Everest Group’s Michel Janssen, Chief Research Officer, Alisha Mittal, Practice Director, and Nitish Mittal, Vice President, examine successful digital transformation and provide a forward-looking view into 2021 digital transformation trends. The webinar answers the following question: •             What is successful digital transformation in a post-pandemic economy that ensures enterprises thrive? •             Which themes will dominate digital adoption in 2021? •             What should you not do in your digital transformation journey? •             How should you prepare for a post-digital future?

How Businesses Can Thrive in the Boundaryless Work Experience Public Article

The interest in a boundaryless work experience continues to grow, as many companies have yet to finalize plans to return to the office. And while the pandemic has freed talented workers to relocate and choose to live in new places offering different quality of life, it also has had larger implications on businesses.

Is Your Outsourcing Portfolio Ready for 2021? Public Article

Seventy-six percent of recently surveyed organizations said that they plan to change their service provider portfolios in 2021. This push is stemming from an acute awareness of risk, changing needs due to digital transformation, and cost-cutting initiatives – driving organizations to consolidate the supply base while focusing on needed niche skills. In this webinar, our speakers will spotlight key outsourcing topics and trends for 2021.

Innovation Nation Spring 2021 Edition Magazine Public Article

Here’s the newest edition of Capgemini’s Business Services bi-annual magazine that brings together the best of our thought leadership in the area of business operations. This edition focuses on how we’re helping our clients deliver a frictionless, consumer-grade experience to their employees. In this special edition, Stephan Paolini (Global Head of the Digital Employee Operations Practice) describes how implementing a hybrid workforce model established on a frictionless HR infrastructure drives an improved employee experience and more intuitive, seamless ways of working. In addition, Felicia Jones (Digital Employee Operations Leader, Americas) talks to Gretchen Alarcon (VP and GM, Human Resources Service Delivery, ServiceNow) about how delivering a frictionless HR experience enables employees to access the right information when and where they need it via a single pane of glass.

eCommerce & Retail Case Study Public Article

Increased CX by Developing Incentive Compensation Management & Improving Quality Assurance The client is one of the largest Egyptian online malls with more than 70k products with the widest assortment at unbeatable prices, 2.5M subscribers across Egypt, 2M monthly visitors, and is considered the number 1 eCommerce & retail website in Egypt. The company has established its presence across 22 countries in Africa. In Egypt, the site usually has 75-130 agents working, depending on the season, who support both English and Arabic languages. The volume of transactions ranges from 60k to 130k, depending on the season as well.

Banking Vertical Case Study Public Article

Root Analysis & Best Practices to Uplift Low C-SAT in 4 Months The client is one of Egypt’s largest banks in terms of assets, deposits, loans, bank-capital, number of total branches, and employees. It was founded in 1920 and owns and operates more than 500 electronically connected local branches, including 5 branches in the United Arab Emirates, one in France, in addition to regional and global existence in Lebanon, Germany, and a worldwide network of correspondents.

Procurement – the challenges and its changing role Public Article

In this series, Greg Bateup (Head of Digital Procurement Services, Capgemini’s Business Services) gives real-world examples on how making frictionless procurement a reality within your organization brings about a range of tangible benefits to sustain and further capitalize on your digital investment.

Impact Sourcing Webinar with IAOP's Global Impact Sourcing Award Winners: Intuit, Samasource, RuralShores, Harambee and GISC Free Subscriber Membership Required

IAOP believes that Impact Sourcing is an important means for the outsourcing industry to contribute to both business and social benefits, as well as to the economic development of regions we source from. Attendees had a front-row seat to a presentation given by our 2019 Global Impact Sourcing Award Winners, including speakers from Intuit, Samasource, RuralShores, and Harambee, who shared the what, how and why of their Impact Sourcing journey and programs.   This was followed by a presentation by Sara Enright, Program Director, Global Impact Sourcing Coalition, offering an update on this global effort to advance Impact Sourcing as a business best practice, and advice on how your organization can get started or scale up your Impact Sourcing initiatives in collaboration with peers. 

The Five Fundamentals of the Frictionless Enterprise Public Article

There are five fundamentals prerequisite to establishing solid foundations for an organization in which information flows seamlessly between people and processes, intelligently, and as and when it is needed. Achieving it doesn’t mean the arbitrary application of technology, rules, or processes. It entails whole new, digital ways of thinking and working, combined with the capacity to constantly adapt itself to new contexts. This article explores Capgemini’s Frictionless Enterprise and how it leverages the latest thinking, organizational design, and intelligent solutions to achieve our goal of delivering effortless, touchless, and “frictionless” operations for our clients.

A research paper and essential guide for manufacturing and CPG firms Public Article

Supply chains today are under pressure like never before, with a more volatile and complex global trade environment putting pressure on business leaders to move to more autonomous supply chains. This paper by NelsonHall identifies the challenges in supply chain transformation and the benefits organizations are looking for from the implementation of an autonomous supply chain. Based on interviews with 50 supply chain leaders in major enterprises across North America, the UK, and Europe, this paper aims to assist supply chain leaders in major manufacturing and CPG enterprises in understanding and benchmarking their supply chain issues and approaches to supply chain transformation.

The autonomous supply chain Public Article

66% of supply chain leaders say their levels of manual processing are high. Moving to an autonomous supply chain can help you deliver cognitive, touchless operations and transparent data-driven decisions. Based on the insights of Capgemini’s latest report with NelsonHall, Jörg Junghanns, Nilesh Kulkarni and Dharmendra Patwardhan in this series, helps you navigate your journey to an autonomous supply chain, and highlights key success elements and the support an external service provider can give to assist you to make this a frictionless journey.

Resolving Digital Dilemmas Free Subscriber Membership Required

The relentless evolution of opportunities and challenges presented by digital technologies, brings a corresponding business imperative for continuous digital transformation. But, the waves of disruptive change and the accompanying divergent choices they often present, can introduce unanticipated complications and uncertainties. We describe these as Digital Dilemmas. Businesses that understand the nature of these dilemmas and their options for resolution will be the ones that flourish on the journey to 2022 and beyond.

5 Outsourcing Pricing Trends in a Post-Pandemic World Public Article

How has the pandemic impacted outsourcing pricing and what do enterprises need to know for 2021? Now is the time to reassess and adjust, but understanding the current pricing environment is the first step. In this webinar replay/deck, Everest Group’s Michel Janssen, Chief Research Officer, Abhishek Sharma, Partner, and Ricky Sundrani, Vice President, discuss how outsourcing contracting and pricing trends have evolved as a result of the pandemic, strategies to plan for the future, and how to ensure commercial competitiveness. The session answers the following questions: What outsourcing contracting and pricing trends have changed over the past year? How has the pandemic impacted pricing in application services, infrastructure services, and business process outsourcing (BPO) services? What are key pricing themes to keep in mind when planning for the future?

GOV20 Speakers Demonstrate How to Transform Governance in the COVID Era Free Subscriber Membership Required


Revolutionize Your Customer Experience by Investing in Digital Transformation Public Article


Privacy Shield Is Gone. Now, What About Your Data Transfers? Free Subscriber Membership Required


Future-proofing Enterprise Transformation with Cloud-agnostic Managed Services Free Subscriber Membership Required

As cloud adoption becomes mainstream, enterprises are moving from realizing mere efficiency gains to overall business transformation benefits. Enterprises realize that a “cookie-cutter” approach to cloud will diminish returns on their technology-related investments. Most enterprises believe that multi-cloud adoption will help them achieve the intended business benefits. However, most enterprises ultimately end up adopting a classic multi-cloud strategy. In many scenarios, the classic multi-cloud model leads to cloud siloes, leaving immense untapped business value on the table. These challenges can be addressed with a Cloud-Agnostic Managed Services (CAMS) approach. The CAMS model’s goal is to help enterprises make best-fit choices for their workloads as they transform their cloud strategy. The model, which is supported by multi-cloud interoperability and integration, hyper-simplified management, and ongoing optimization, aids IT teams’ efficiency and efforts to deliver better business outcomes. Key building blocks of a CAMS model include technology blocks and services blocks. While technology building blocks (containerization, serverless, multi-cloud management, verticalized Ips/solutions, etc.) help to establish the necessary modularity in the overall enterprise IT estate, services blocks (fit-for-purpose cloud strategy, cloud governance, hyper-optimization, and management, etc.) enable a context-driven approach to business-aligned service delivery among other benefits. Enterprises can realize more than just cost optimization by adopting a CAMS model–additional benefits can include business agility, business resilience, and improved customer and user experience.

Automate Outsourcing Governance Free Subscriber Membership Required

Large corporations have been using outsourcing as a business transformation tool for decades. Although the service delivery is transferred to the vendor, the accountability remains with the client organization to ensure risks are managed, and the promised value is delivered. This is where Outsourcing Governance teams come into the picture. Organizations have performed outsourcing governance in silos and mostly manually. The outsourcing governance teams are usually understaffed and lack the tools to manage the engagements effectively. This fragmented and completely manual approach results in significant loss of the value expected from outsourcing engagments. What organizations need is a tool that can automate the outsourcing governance function and help maximize value.

Blockchain and IoT Revolutionizing Supply Chain Management Free Subscriber Membership Required

Supply chain management can be defined simply as a baseball game… You must be wondering how isn’t it? All the participants in the supply chain management are baseball players – each having a role such as a shortstop, catcher, and pitcher. They are assigned specific duties such as hitting, throwing, and fielding – for the sole purpose of their team being successful.

The Journey Toward Intelligent Automation Free Subscriber Membership Required

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.

Key Global Services Trends for 2021 and Lessons from 2020 Public Article

While 2020 was challenging on many fronts (no…we didn’t mention COVID-19!), the global services industry has shown admirable resilience with noticeable signs of recovery and growth in 2021. The question is, how did the global services industry reach this outcome and what are the likely trends in 2021? Our upcoming Market Vista™ Annual Report for 2021 – the definitive state of the market report for the global services industry – addresses this question with expert perspectives on key global services market developments in 2020 that have influenced 2021, including trends in outsourcing, digital adoption, and the Global Business Services market with insights into location activity. Everest Group’s Sakshi Garg, Vice President, and Michel Janssen, Chief Research Officer, and Prashray Kala Vice President, share insights on the global services industry’s performance in 2020 from the Market Vista Annual Report along with trends that are likely to prevail and shape the year ahead. Our experts answer questions including: What were the key developments for the global services industry in 2020 and what’s the growth trend for 2021 and beyond? What are the key outsourcing deal trends from 2020 that will influence the global services industry in 2021? How does the lower attrition and higher talent stability trend in 2020 change into a tougher talent market in 2021? As intentional WFH strategy becomes a reality, what opportunities and challenges does it bring to adopters of global services?

The Frictionless Enterprise – Eliminating Frictions in Business Operations Public Article

Test drive the Frictionless Enterprise with Manuel Sevilla and Lee Beardmore, as they discuss how removing bottlenecks and friction from your business operations creates better relationships in your business ecosystem.

AI and ethics – why is it important? Public Article

Customers increasingly trust their interactions with AI systems. Lee Beardmore (Vice President and Chief Innovation Officer, Capgemini’s Business Services) talks about why getting AI ethics right isn't just a moral responsibility but a business imperative.

Recalibrating for Resiliency 2021 Key Issues in Global Sourcing - Enterprise Perspective Public Article

Our unique Key Issues in Global Sourcing reports are based on annual surveys that capture the pulse of the market on major aspects of the global sourcing industry. This report presents the results of a study we conducted in October and November 2020 with senior stakeholders from global enterprises across multiple departments such as procurement, IT, and Global Business Services (GBS) to understand their thoughts as they undertook planning for 2021. While 2020 has been challenging on multiple fronts, many organizations have seen the positive side, taking on the challenge to recalibrate for resiliency, to thrive through the continuing pandemic and emerge better prepared for future crises. This report provides perspectives on how leading global enterprises are putting 2020 behind them and planning to develop resiliency in 2021 and beyond. The report highlights enterprises’ growth sentiments, key priorities, challenges, and initiatives from a global sourcing perspective.

HR service transformation the challenges Public Article

Are your HR systems attuned to the needs of the people you serve? Robert Dutcher (HR Transformation Manager, Capgemini’s  Business Services) highlights key HR service transformation challenges and pens the secret to enhancing your employee experience with next-gen digital HR operations that will help your organization move towards realizing – what we call – the Frictionless Enterprise.

Pitching to Players in The Big Leagues Public Article

The famous movie quote “If you build it, they will come,” made for a great story line, but as a strategy for expanding your business, it’s a far cry from reality. If your growth strategy includes selling to large corporate customers, you need to understand how these big league Fortune 500 players operate and—more importantly—what you can to do to improve the chances of turning your sales pitch into a home run. Understanding the Four P’s The larger a company gets, the more it typically relies on structure—or, in this case, the Four P’s (Policy, People, Process, Practices)—for managing its sourcing and purchasing activities. Thorough research in advance of the initial sales call is a must, but if what you need to know is not online, make sure you ask probing questions when you do meet with your potential customer.

How Can My Business Win Bigger Customers? Public Article

The anonymous sage who advised “It’s not what you know, but who you know” got it only half right. Rather, it’s who knows you that makes the difference between getting your foot in the door and having it unceremoniously shut. Large companies represent a lot of opportunities for small firms, but the challenges of getting through the door—and to the right person—can be daunting.

Are Enterprise Business Continuity Plans REDI for the Next Disruption Public Article

With millions of people infected and billions confined to their homes, the COVID-19 pandemic turned out to be a global crisis of historic proportions. No business had anticipated or planned for the scope, breadth, and pace of disruption associated with such a crisis. It pushed organizational BCP programs to their limits and highlighted inefficiencies in the traditional risk mitigation approach. In this viewpoint, we explore how organizations can leverage technology to reassess and redefine their existing BCP strategies using a methodological approach to better mitigate future BPS continuity risks associated with global disruptions such as COVID-19. The viewpoint also introduces the Risk Evaluation and Digital Intervention (REDI) framework that can be leveraged to assess BPS functions’/segments’ vulnerability to disruptions and the impact that digital levers can have on enhancing BCP program resilience.

Managing Services Categories for Maximum Value Public Article

Services spend is significant for most companies, but few have developed strong category management capacities for services categories. And when they have developed it – let’s just say, all Category Management is not equal. We see significant differences in the capabilities that companies develop across services categories, even among the best-of-the-best companies. In this session, we share new data that’s focused on best practice implementation across the services categories. You’ll learn which services categories have the most opportunity for capability development and where to focus your efforts for the most impact. We answer the following questions: What are the differentiating capabilities of services category management? What technologies and tools are critical to managing services categories? Where can all companies do better?

A frictionless future for finance Public Article

The finance function is moving from being a clean-up act of frictions within the enterprise to a catalyst of business model disruption; thus, connecting capabilities underpinned by an AI augmented workforce to generate more significant and meaningful business outcomes. Brijesh Patel (Head of FPIA Product Development, Capgemini’s Business Services) explains the concept of the Frictionless Enterprise and what it means for an organization’s finance function.

Touchless Claims for P&C Insurance Public Article

P&C insurers that develop and implement a future-ready touchless claims operating model leveraging intelligent automation, innovation, and right-shoring with customer service at its core will be considered true champions in adopting touchless claims. Kanhiya Singh (Senior Solution Consultant, Capgemini’s Business Services) highlights the benefits of adopting a touchless claims processing operating model, and how Capgemini’s Touchless Claims for P&C Insurance solution transforms your insurance company into an agile, data-driven, customer-centric function that delivers improved customer experience, operational efficiency, and accuracy across your entire claims value chain.

Electronic Signatures and E-Signing Platforms Public Article

Given the COVID-19 pandemic and associated social distancing rules and increase in home working, face-to-face signing of documents and deeds in wet-ink is no longer practical and poses a risk to public health. Thus the adoption of e-signing platforms has been accelerated. Many of our clients are already using the basic solutions on a daily basis, others are engaging significant exercises to implement platforms and update their policies and procedures to adapt to this new way of working, all of them are probably receiving requests from third parties to execute documents by electronic means – so will be interested to assess the associated risks.

The Frictionless Enterprise Public Article

Innovation Nation is Capgemini’s Business Services bi-annual magazine that looks at the technological advances we have made recently in various business sectors. This edition focuses on how Capgemini implements ways to detect, prevent, and overcome frictions in our clients’ business operations, delivering enhanced business outcomes in a value-focused way. This enables our clients to move towards realizing – what we call – “The Frictionless Enterprise.” Through the articles in this special edition, the Business Services leadership explains the concept of the Frictionless Enterprise and how we are leveraging our latest thinking, organizational design, and intelligent solutions to achieve our goal of delivering effortless, touchless, and “frictionless” operations for our clients. Also, hear from Capgemini’s Business Services leadership on the role automated, best-in-class finance and accounting, supply chain, and human resources processes can play in responding rapidly to our clients’ changing requirements, to deliver specific business outcomes and a more resilient, frictionless future in a value-focused way.

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).

Vietnam is Booming Public Article


With Spin-off, IBM Finally Embraces a Cloud and AI-first Future Public Article

IBM caused a stir in the market when it announced its plan to spin off the managed infrastructure services business of its Global Technology Services (GTS) division. The move is in line with new CEO Arvind Krishna’s strategy for laser-sharp focus on the cloud and AI business – the cornerstone of IBM’s next phase of growth. With this move, IBM can position itself as partner of choice with complete focus on helping enterprises succeed in a post-digital transformation era through its hybrid cloud and AI capabilities. In this viewpoint, we explore developments in both the market and within IBM that led to this move and discuss potential impacts for IBM clients.

Impact of COVID-19 Beyond WFH: The Future of Delivery and Locations Strategies Public Article

Summary: It’s no secret that COVID-19 has been one of the most significant disruptors of our time – and global services delivery has not escaped the impact. In this webinar, we move beyond commiseration and conjecture and provide a fact-based view of the already-visible effects of the pandemic based on our extensive tracking of outsourcing deals, new global business / shared services centers, location-specific trends, and service provider developments. Our experts take a deep dive into the implications of these developments on your future delivery and locations strategies, such as key changes to delivery portfolios, trends in onshoring vs. offshoring, locations portfolio consolidation vs. diversification, rise in large scale hubs vs. small scale centers, and adoption of a remote / work from home delivery model. The webinar also provides perspectives on how your organization can benefit from a design-principles-led locations portfolio approach to account for the increasing complexity of locations decisions.

Contract Management Maturity Public Article

Contract management (CM) is being digitally transformed from a risk-centric legal document management framework to a value-centric commercial knowledge approach to modeling and managing commercial agreements more deeply and systematically across disparate enterprise systems. It puts enhanced contracts at the core of all value streams and infuses commercial intelligence into every process where significant value is flowing and risk is hiding.

Transforming Vendor Performance through Innovative Contract Management Public Article

Ardent Partners research has shown that procurement departments can save between 12% and 18% when they avoid maverick spending. But, managing contracts is about much more than compliance. Contracts are the glue that binds buyers and suppliers, ensuring that buyers maximize the value negotiated during the sourcing process and that suppliers deliver what they promised to provide. In 2020, new and innovative contract management strategies and technologies are changing the way procurement and contract teams can communicate, track, and collaborate with their vendors and directly transform vendor performance. This report looks at how procurement organizations can utilize innovative contract management strategies and solutions to improve internal operations, transform vendor performance, and impact the bottom line.

Achieving Broader Automation in Finance & Accounting (F&A) through Intelligent Document Processing (IDP) Public Article

Automation in business processes has been accelerating over the last several years, especially with enterprises leveraging Robotic Process Automation (RPA) to automate repetitive, transactional activities performed by employees – thereby bringing in significant cost savings and efficiency improvements. However, for some processes, particularly in the Finance and Accounting (F&A) function, the extent of automation achieved has been restricted by the limitations of RPA in processing unstructured data. In this paper, we discuss the role of Intelligent Document Processing (IDP) in addressing this challenge, by extracting meaningful data from large volumes of semi-structured and unstructured documents through Artificial Intelligence (AI). In F&A, we examine the process efficiency improvements that can be achieved by the adoption of IDP, along with RPA, in processes that involve data extraction from documents such as invoices, orders, and expense receipts.

The emergence of the data-driven enterprise and its impact on supply chains Public Article

Data-driven companies differentiate themselves from their competition by using structured and unstructured data at the right time to drive right decision making or, better still, automated decision making.

6 Key Considerations to Future-Proof Your Outsourcing Public Article

With the impact of COVID-19 still threatening the economy, business leaders are facing pressure from every direction. An increase in long-term Work From Home (WFH) roles, the need for a business continuity plan (BCP) that is resilient across locations, the urgency of automation, and mounting cost pressures are enough to keep us tense and questioning our next move. Everything is on the table – reevaluating your outsourcing portfolio and location strategy – to ensure the business is ready to withstand the future.

Intelligent process automation – shortening the downward curve Public Article

Enhancing your business operations with a digitally augmented workforce and automated, end-to-end processes can lead to a more resilient business that is fit and ready for the “next normal.

COVID-19 and the supply chain Public Article

Until the world emerges from the pandemic, we won’t know what supply chain implications will be. The best we can do is be prepared with smart, flexible, and frictionless processes to adapt to whatever the new normal demands of us.

Force Majeure and COVID-19 Public Article

The ongoing pandemic caused by the novel coronavirus (COVID-19) has created uncertain economic conditions for the world. With respect to outsourcing arrangements, COVID-19 may result in site closures, a failure to meet service levels, delays due to a failure to perform customer obligations required for performance by the provider, or labour and product shortages. As such, businesses are (and if they are not, they should be) scrutinizing their commercial agreements in order to understand their obligations and rights where there is an actual or prospective failure in performance as a result of COVID-19.

Changing HR helpdesk trends under COVID-19 Public Article

HR helpdesk trends are a great place to observe human behavior in the workplace as the events of COVID-19 unfold. What lessons can be learned from what we’re observing that helps us to design our HR helpdesks better and cater to the needs of our people in a more employee-centric manner?

Journey 2024 - Future Vision - Redefining Enterprise Purpose Public Article

Explore the forces that will shape digital enterprise over the next four years. Welcome to the Atos Journey 2024 thought leadership report – our vision for the evolving world of Business, Society and Technology. As we are entering the Post-COVID era and facing the collective impact of significant developments and uncertainties – whether it’s the rise of artificial intelligence (AI), the practical applications of Quantum Computing, or the growing imperative to address climate change and sustainable living – the emerging opportunities and challenges are driving the need to rethink what’s at stake and how we respond. We hope the report will stimulate and challenge your thinking about the forces that will shape enterprises over the next four years.

What the world will look like after the COVID-19 crisis Public Article

This report anticipates what the world will look like after the COVID-19 crisis, since some deep and long-lasting changes are expected as we approach a “new normal”. It is the result of work by experts from our Atos Scientific Community, who have been actively analyzing the topic since the early days of the crisis.

Outsourcing Professional Body of Knowledge (Version 10): The Standards Professional Membership Required

This publication is an extract of the OPBOK showing The Standards.

Content Intelligence: For the Future of Work Public Article

This IDC White Paper explores content intelligence (CI or “content IQ”) and the role that it plays in driving and scaling digital transformation. The document investigates the priorities, challenges, and benefits associated with content intelligence and reviews how organizations are executing digital transformation initiatives today and planning for the future. Finally, this document delves into what the future holds for automation and the new age of the digital worker.

Digital Vision: Ethics Public Article

The Atos Digital Vision series aims to provide an engaging and informed view of the opportunities brought about by digital technology. This global opinion paper explores how embedding ethical reflection into the design of digital technologies can lead to genuine benefits for customers and citizens by helping to address their legitimate concerns about their wider impact, today and into the future. This paper contains multiple articles on the following topics: Ethics in the Digital Landscape Business Challenges People at the Forefront Ethical Business in Practice

State of Process Mining and Robotic Process Automation Public Article

This report investigates the priorities, challenges, and benefits associated with process mining and how deploying robotic process automation (RPA) will impact how organizations plan for the future. The participants were asked to evaluate how rigorously processes in their business are followed, how far along they are in their automation projects, and the drivers for automating their processes.

Corporate Resilience: Practical Approaches and New Management Mindsets Public Article

Executive leaders across the global business community have quickly addressed the immediate needs of their organizations related to the COVID-19 crisis. Work-from-home is in place, productivity has reached near normal levels, and other immediate employee and client concerns are addressed. Now, as a result of the crisis, leaders face the opportunity to implement – and accelerate – visions that will future-proof and re-imagine their operating models and businesses. In this webinar, we share our collective insights on ways leaders can approach the opportunity ahead of them, which we’ve deemed “the great unsticking of new ideas,” and the technology that will help them realize breakthrough changes for the next normal.

Accelerated Intelligent Automation in Enterprises Free Subscriber Membership Required

Enterprises’ adoption of Intelligent Automation (IA) technologies has been increasing steadily over the past few years, realizing significant cost savings and efficiency improvements. However, the time it takes to achieve these results is relatively long, given the dynamic and ever-increasing pace of business today. In this paper, we recommend an approach called Accelerated Intelligent Automation (AIA), which leverages automation accelerators to fast-track enterprises’ IA journeys and help them achieve breakeven on their investments much more quickly. Enterprises should look for these accelerator capabilities when choosing their automation tools and leverage these optimally in their automation journeys.

Practitioner Perspectives - Mastering Efficiency and Innovation with Intelligent Automation Free Subscriber Membership Required

Over the last few years, Intelligent Automation (IA) has emerged as a tool to achieve operational excellence and process optimization. Robotic Process Automation (RPA) and Artificial Intelligence (AI), which constitute IA, promise to deliver significant business impact, but it is imperative for enterprises to follow the right adoption approach to unlock maximum benefit.

Blockchain Platform Case Study Free Subscriber Membership Required

A Blockchain Platform for Scientific & Academic Research ???????ARTiFACTS is a unique web-based platform, which is purpose-built to enrich the scholarly record by enabling transactions and recording existence and attribution with linkages across all research artifacts. Main functions are the management of research projects, securing the provenance of research evidence, making hidden data accessible. The aim was to create a platform for researchers that removes barriers which delay the communication of results and gives scientists formal recognition.

Online Food Service Delivery Case Study Free Subscriber Membership Required

Online Food Service Deliery The client is one of the largest online food ordering and delivery marketplace in Europe, being an Uber partner for the region. It offers mobile and web applications that allow ordering of food from local cafes and restaurants in different cities. The client wanted to reinforce the internal development team and enhance the web part, following the project requirements. Project challenges included: Third-party integration - Maintain integration and interaction of the system with the third-party APIs of partners and ensure stable performance. High-load - Ensure the system’s high load and integrate it with the mobile application. System’s structurization - Adaptation of the partner systems structures and the cycle of the existing platform providing proper statistics and reporting.

Automated Document Processing Pipeline Free Subscriber Membership Required

Performance Matters. The Scribe Fusion technology allows for the processing of large volumes of paper documents with a mixture of OCR/ICR and artificial intelligence to interpret documents in much the same way humans do. This novel approach has led to drastic improvements in the data capture accuracy rates and scalability. We’re sharing a 5-part series to uncover the challenges that we have helped our clients overcome, and the results that were seen.

Impact of Recession on the Business Process Services (BPS) Industry Free Subscriber Membership Required

There is enough evidence to suggest that the global economy may be on a path toward recession, especially due to factors such as geopolitical uncertainty, the COVID-19 outbreak, and economic instability in many countries. As a result, most sectors will be impacted, including Business Process Services (BPS). However, as the industry is quite heterogenous, the impact on different BPS segments will vary and depend on multiple factors. Hence, it is critical to have a more nuanced market view across BPS segments (for example, HR vs. F&A) and identify strategies to not only cope with the downturn, but also emerge stronger. In this report, we elaborate the likely impact of a recession on the BPS industry. We also outline a framework for service providers to identify the relative impact of the recession on various BPS segments and suggest appropriate strategies for each segment based on the providers’ financial position.

Edge Intelligence and Insurance Underwriting Free Subscriber Membership Required

The analytical capabilities of Edge Intelligence solutions can enhance early detection, rapid response and forecasting, thereby anticipating outcomes and minimizing negative consequences to property as well as risk to human health and safety. Recognizing this capability, insurers are exploring how Edge Intelligence can redefine underwriting models.

The Smart Recovery | IT and Business Process Services Priorities for Thriving in Uncertain Times Public Article

COVID-19 has sparked the worst global economic crisis since the Great Depression. Governments are now reopening their economies, but a full return to normalcy may not come any time soon. Faced with great uncertainty, companies need to focus on measures that make them more agile and resilient. To thrive in this environment, businesses should set three priorities: smart savings, smart agility, and smart resiliency. In this executive viewpoint, we describe these three priorities in detail and offer a roadmap for smart recovery. The paper also offers a five-minute Recovery Readiness Assessment, which offers immediate customized feedback on your recovery readiness.

Smart Lockers Deliver a Safe Solution During COVID-19 Public Article

As the world adjusts to the new realities brought on by COVID-19, smart locker technologies that provide touch-free package delivery is growing as a solution for retailers, universities and corporations to protect their consumers, clients and employees. Recent research finds that Buy Online, Pick up in Store (BOPIS) is being embraced by 62 percent of consumers as a way to reduce exposure to the coronavirus, according to a survey conducted by SaaS provider Qudini.      

Coronavirus – Beyond Hand Sanitizer: Mitigating Business Impact and Uncovering the Positive Free Subscriber Membership Required

Hand sanitizer – check. Revised travel policies – check. Work-from-home plan – check. You’ve got the basics down. Now it’s time to make a strategic business plan for the next few months and beyond – when the current situation is in our rearview mirror. In this webinar deck, leading analysts from across Everest Group’s practices discuss ways you can minimize impact to business operations in the short- and mid-term, and how you can position yourself to uncover potential opportunities in the future. The webinar offered a 360-degree view of the business implications and specific actions and frameworks you can deploy this quarter, next quarter, and the quarter beyond.

Integrated Supply Chains Extend Security Compliance Requirements Free Subscriber Membership Required

The growing integration of supply chains is leaving small and medium-sized businesses increasingly vulnerable to compliance risk traditionally borne by larger organizations. Smaller companies, however, often lack the budget, skills and resources to tackle increasingly complex security challenges.

How Best-in-Class Organizations Leverage Intelligent Automation Free Subscriber Membership Required

Automation-led business transformation has been at the top of most organizations’ agendas recently – and for good reason. An effective strategy to leverage intelligent automation can build sustainable competitive advantage. To help you maximize ROI and business value from your intelligent automation investments, this deck shares results of our study on what best-in-class enterprises are doing differently to accelerate the adoption of intelligent automation and generate greater value.

Unlocking Digital Category Management Free Subscriber Membership Required

As business environments change at a rapid pace, procurement functions are under increasing pressure to deliver benefits beyond cost savings. By leveraging approaches such as category management and transforming processes using digital solutions, organizations have derived significant business value. However, most of these efforts have focused primarily on indirect spend management. Today, many organizations manage direct spend categories through traditional ERP and legacy systems, which limits the benefits they can achieve – even with effective category management. Going forward, organizations are likely to realize a new wave of benefits by leveraging digital solutions such as advanced analytics, intelligent automation, Internet of Things (IoT), mobility, and blockchain to drive real value from category management.

Demystifying SD-WAN: Choose Your Flavor Free Subscriber Membership Required

SD-WAN technology offers enterprises a wide range of benefits, and buyers have myriad options and multiple flavors of SD-WAN to choose from. Ultimately, the definition of a “right” solution will vary, according to the specific requirements of a given enterprise.

The Power of Connecting in a Remote World Public Article

Tune in for a replay of Episode 1 of the co-sponsored IAOP and VXI Global Solutions, LLC #stayingconnected series.  A compelling conversation about “The Power of Connecting in a #remoteworld”, working #remote is the new normal! In this first episode, we heard from experts on how to maximize productivity (especially if you are new to remote), explore how to stay focused, motivated and sane during extraordinary times of crisis and isolation. 

Managing Remote Teams Free Subscriber Membership Required

Today's workforce is more geographically distributed than ever before. Thanks to digital collaboration tools, email and teleconferencing, companies are able to use the best talent from around the world and manage those teams in house. Technological innovations have also brought new challenges for managers facing the task of making their teams productive and efficient despite geographic distance. Managers will need to adapt to keep remote teams motivated and effective. This guide will provide you with tips and solutions to manage your remote teams effectively, creating positive results through productivity and camaraderie.

The COVID-19 Effect Public Article

COVID-19 fears continue to grip the world, with a growing number of people infected and dying. In addition to the human tragedy, there is also a massive impact on business. The Coronavirus Impact Index by Industry, developed by Avasant, is a look at how COVID-19 is affecting 11 major industry sectors, in four dimensions: personnel, operations, supply chain, and revenue. The result is an overall rating of the impact of the current pandemic on that industry.

Scotland: The Growing Opportunity Free Subscriber Membership Required

Scotland has a compelling proposition for global business services operations. Many world-leading companies have chosen Scotland for access to our world-class talent, highly competitive cost base, excellent infrastructure and supportive business environment. The business services sector continues to grow in Scotland, with more than 150,000 now employed across customer experience, shared services and BPO centres.

The Future of Talent in Quality Assurance Free Subscriber Membership Required

Enterprises are increasingly leveraging technology to improve operations, evolve business models, and ultimately enhance stakeholder experience. This technology leverage is changing the very way organizations are operating, and, consequently, expectations from IT are changing significantly as well.

The Distributed Agile Paradox Free Subscriber Membership Required

By their very nature, the terms Distributed and Agile are seemingly incongruent as geographical and time-zone separation inhibit an agile way of working. So, how do we find ourselves in this seemingly paradoxical dilemma of Distributed Agile?

Moving Financial Services Organizations to the Cloud Free Subscriber Membership Required

For financial institutions, the decision to migrate to the cloud is often met with hesitation due to security, compliance, performance or optimization concerns. The financial industry continues to utilize legacy IT infrastructure and brick-and-mortar delivery modules to support financial interactions to customers. After years of the status quo, financial technology companies are bringing to market innovative and user-friendly digital platforms that allow consumers to interact with their finances wherever they are, quickly, securely and easily. This has come at a time where more and more consumers are more willing to try a non-financial brand for their financial needs.

The 5 Most Important Global Services Trends in 2020 Free Subscriber Membership Required

Global services saw dramatic shifts in 2019 across multiple areas. This webinar looks at these changes and others within the context of what lies ahead for global services, as well as likely trends for 2020 and the keys to success in the context of rising uncertainty.

Moving from Projects to Products Free Subscriber Membership Required

It’s possible to achieve a different kind of order in product development, one that favors continuous delivery, fast and frequent feedback, and experimentation. To do this, you need to change your mindset, from project management toward product management.

Global Services Market Pressing Issues in 2020: Enterprises’ Perspective Free Subscriber Membership Required

The Global Services Market Pressing Issues are unique reports, based on annual surveys, that capture the pulse of the market on key aspects of global sourcing industry. Everest Group interviewed senior stakeholders across enterprises in November 2019, to understand their thoughts as they underwent the planning the process for the year 2020. The findings of the survey are presented in this report.

How Best-in-Class Organizations Manage Their Contingent Workforce Free Subscriber Membership Required

As the contingent or “alternative” workforce becomes an increasingly critical component of the overall talent strategy for most global enterprises, stakeholders are finding it extremely challenging to effectively manage. Definition and classification, visibility into the mammoth spend, and balancing conflicting internal stakeholder priorities are among the most worrisome elements.

The Wise Pivot Free Subscriber Membership Required

Disruption by digital technologies? That’s not a new story. What is new is “the wise pivot”, a pragmatic and replicable approach for harnessing disruption to survive, grow, and remain relevant, both today and tomorrow.

Connected Workplace - The Next Experience Frontier Free Subscriber Membership Required

In this report we: explore workplace evolution and define the connected workplace concept; establish experience as the focal point of the connected workplace design and explore business value principles; explore use cases and technologies driving connected workplace adoption; and, identify enterprise imperatives for a successful connected workplace strategy.

Five Traits of Effective Digital Transformation Leadership: Key Takeaways from 500+ Senior IT Executives Free Subscriber Membership Required

What are the necessary leadership dynamics and characteristics required to take on digital transformation? Based upon insights derived from surveying over 500 senior IT leaders across the globe, we’ve identified a handful of critical qualifications required to lead successful digital transformation journeys.

Outsourcing Pricing: Do You Know What You Don’t Know? Professional Membership Required

The webinar covered major disruptions, the impact of geopolitical restrictions, and key commercial contract terms (nothing is taboo!), including: What are current pricing-related trends impacting both enterprises and service providers? Are there areas of variation in my commercial contracts that could lead to seemingly counter-intuitive deal pricing behavior? Are there near-term price movements that I should expect and be prepared for? What are the key outsourcing contract trends?

Healthcare and Insurance Services Case Study Free Subscriber Membership Required

A diversified enterprise with interests in healthcare technology and insurance services - faced a challenge and an opportunity. They needed to accelerate product development and leverage vendor capabilities to benefit from industry trends such as automation and other innovative developments, while also reducing operating costs and moving employees to higher value work. Here's how it was done...

GOV19 Presentations Professional Membership Required

Governance in the digital era must be designed to ensure effective and efficient controls while supporting agile development and identifying opportunities. While the digital world ushers in a new era of problem-solving as well as seemingly unlimited opportunity; it also raises new risks and with this, the challenge of governing the design and use of technology and third-party partners becomes more acute. Here are the presentations from GOV19, which took place in Chicago on November 13, 2019.

2020 Enterprise Key Issues in Global Sourcing: Setting Course When Uncertainty Rules Supreme Free Subscriber Membership Required

Despite positive conditions such as a historically high stock market, low unemployment, and high interest rates ? market uncertainty continues to impact industry optimism. Yet, the opportunity to win remains, and the stakes to capitalize on the right investments are higher than ever. In this session, Everest Group’s Michel Janssen and Eric Simonson present common sentiments as identified by you and your peers as part of our recent study on enterprise key issues as well as provide breakdowns around five market convictions. In addition, this deck covers: leading implications for enterprises engaged with service providers and key value propositions to consider for both insourcing and outsourcing; and, potential enterprise adjustments around service provider portfolio consolidations, deal size, and value realization.

Third-Party Governance - What Good Looks Like Free Subscriber Membership Required

We can all agree that ‘good’ governance is important. In the highly competitive, rapidly changing, increasingly complex and risky business environment in which enterprises operate today, the need for ‘good’ governance has never been more acute. The larger the organization, the more diversified its business lines, the more geographically dispersed its operational footprint, and the greater the number and spread of their third parties, the more critical the need. But what does ‘good’ governance look like? Over our twenty years in the sourcing advisory space working with hundreds of clients, Neo advisors have worked with only a few enterprises that have recognized this need and established a good governance program. In our experience, the vast majority today are lagging far behind this ideal. Often, we encounter organizations that have the bare minimum dedicated team and/or inadequate tools to support basic sourcing governance imperatives. Alternatively, we have worked with many clients that have invested in a governance function, unfortunately, its sole focus is on core transactional aspects such as contracting and performance monitoring. While this may be a good start, a good governance program needs to be much more comprehensive and robust.

Preparing for the Future of Talent Free Subscriber Membership Required

The potential ability of improving user experience (customers, employees, and ecosystem partners) impacts a company’s competitiveness in such a profound way that it is a do or die decision for the enterprises. However, despite their best intentions, 78% of the enterprises fail in their initial digital transformation efforts. Among those that succeed, it is a common refrain that it is talent – not technology – that determines success or failure of a digital program. Most leaders concede that technology implementation is the easy part; solving the talent and culture equation holds the key to digital dominance. Talent may be one of several components that an organization needs to optimize to get digital right; however, as speed becomes the new currency for business (and, therefore, by extension IT), talent is increasingly becoming key to ensuring organizations are able to realize their digital ambitions quickly. The new IT model in a digital-first world is being redesigned to focus on IT services’ agility and flexibility with cost reduction as a logical/implicit derivative. This, coupled with external factors such as immigration reforms and the global geopolitical environment, is influencing enterprises to rethink their talent strategies and design talent models that support their transformation journeys.

Output-Based Pricing in Application Services: Adoption in the As-a-Service Economy Free Subscriber Membership Required

On October 17, Everest Group hosted a webinar titled, "Output-Based Pricing in Application Services: Adoption in the As-a-Service Economy." Despite decades of outsourcing experience, pricing models continue to be input-based, leaving little to no incentive for the sourcing teams to change or for service providers to propose new options. As the inexorable march toward the as-a-service economy continues, the input-based model is increasingly less effective in some areas. An output-based services consumption model is better suited to the overall cloudification of the IT estate. In this session, Everest Group’s Pricing Assurance team leaders explore adoption of output-based models and offer insights on pitfalls to avoid if you’re considering this approach. We also introduce the different output-based benchmarks we see being contracted in IT application services.

Contracting for Agile and DevOps Free Subscriber Membership Required

It has been nearly 20 years since the Manifesto for Agile Software Development was released; since that time, four key values and 12 principles that form its bedrock have been instrumental in revolutionizing product delivery across industries and organizations. However, even after almost two decades, many enterprises struggle to scale up Agile adoption - in fact, it is only the last two to three years that we have begun to see contracts customized to an Agile delivery model.

How to Create an Innovation Culture and Drive Superior Business Outcomes in Sourcing and Procurement Free Subscriber Membership Required

In our recently completed research into innovation in sourcing and procurement, we identified VSP Global as a Pinnacle Enterprise™ based on its outstanding outcomes and capability maturity. We had a chance to speak with Greg Tennyson, Head of Global Corporate Services, about the company’s innovation journey. Greg joined VSP Global nearly six years ago to lead the procurement and travel teams, and shortly thereafter began transforming his organization to focus on delivering business value through partnering with business and functional stakeholders. Due to his success, Greg is now responsible not only for procurement and travel, but also real estate and facilities, physical security, safety and distribution. He also serves as an advisory board member of industry associations such as Sourcing Industry Group (SIG) and ProcureCon, as well as procurement technology companies including Amazon Business, ScoutRFP, CXO Nexus, and FairMarkIT.

Sense of Urgency Free Subscriber Membership Required

Taking a genuine interest in another person, especially a client, means that you need to go the extra mile, be a bit vulnerable and transparent and most of all, behave in a manner that communicates that they are a priority.

Agile Insourcing Free Subscriber Membership Required

A significant number of US based enterprises are bringing a portion of their outsourced work back into their internal technology function. At the same time, we are seeing significant growth in the nature and volume of work handles by 'captives' - a term spanning Global Inhouse Centers (GICs), Shared Services Organizations (SSOs) and Global Business Services (GBS) hubs. In our experience, the largest portion of thins 'insourcing' or reversal of past decisions to outsource is occurring by moving work to offsite captives with the remainder back to onsite locations. A considerable proportion of this insourcing has been centered around Applications Development.

Establishing a Strategic Business Case for Enterprise IT Automation Free Subscriber Membership Required

Current IT automation initiatives often focus on IT cost and productivity, rather than on comprehensive business value creation. Consequently, enterprise expectations around cost reduction tend to be highly unrealistic, leading to dissatisfaction. Above all, IT automation strategy anchored to IT cost metrics leaves significant business value on the table. With effective prioritization, IT automation strategy, formulated as part of a broader IT modernization and business transformation strategy, has the potential to deliver breakthrough value such as superior customer experience, new revenue channels, faster time to market, and monetization of digital assets. However, IT automation cannot be the sole driver of business outcomes. To achieve desired value, IT automation adoption needs to be supported by appropriate business process reengineering and change management initiatives.

The Concept of Ideal Talent – A Game-Changer in Talent Management Free Subscriber Membership Required

Talent is a top strategic priority for organizations around the world. However, while talent is a great enabler – even a competitive differentiator – it also presents significant challenges, as virtually all CXO surveys demonstrate. Beyond senior leaders, virtually every business leader and hiring manager wants to attract, hire, engage, and retain the best talent, and studies show that employees also want to be, and work with, effective team members. A common underlying thread of talent discussions is the concept of an “ideal” or “perfect” employee. The rise of digital technologies significantly advances our capability to move the ideal talent discussion from gut feel to science. We have the necessary capabilities to apply a more formalized, structured, and analytical approach, intelligently combining multiple digital elements to practically implement the ideal talent concept with far-reaching impact across the talent management spectrum and benefits across the organization. In this paper, we dig into this concept of ideal talent: what it means, its benefits, and how to implement this ideal by building ideal talent profiles, as well as some best practices.

Key Trends Shaping and Disrupting the Landscape of Global Services Locations Free Subscriber Membership Required

Multiple forces are driving unprecedented disruption of existing service delivery locations, including disruptive technologies, intensifying competition for talent, evolving customer preferences, pressure on growth and margins, and geopolitical and macroeconomic uncertainties. In the face of these challenges, enterprises are significantly transforming their service delivery organizations – a critical part of which is their delivery locations portfolio strategies. During this interactive session, industry peers and Everest Group experts covered top strategic trends shaping global delivery locations strategies. Attendees also heard first-hand perspectives from senior industry practitioners on key likely disruptions (e.g., automation, platforms, agile) for service delivery portfolios expected in the next 2-3 years, and how they plan to tackle these challenges to ensure survival and sharpen competitive advantage.

The Latest Trends in IT Services – Four Prescriptions to Make Digital Real Free Subscriber Membership Required

The IT services market is in a state of constant flux. Digital technologies, the explosion of data, and innovations in the technology startup ecosystem are changing thinking in the C-suite across industries. Based on our popular PEAK Matrix™ assessments, this webinar provides a view into the most important shifts taking place in sourcing of services and technologies. It offers the analysis and insights you need to make critical decisions about key elements of your digital services strategy, addressing issues such as how different industries are approaching digital technology adoption; what digital is and how it differs from traditional IT services; and where growth in the IT services market expected to come from and how it potentially informs your strategy.

Decoding the Principles of Modern Software Engineering Free Subscriber Membership Required

Enterprises are driving software-led transformation across products, services, and internal operations. Be it delivery of a seamless user experience, enhancement of operational efficiencies, or introduction of new features in their offerings, the role of software in enabling enterprise innovation and transformation is more pronounced today. As software proliferation grows across industries, enterprises are increasingly realizing the need to shorten the software development life cycle and make it a more iterative process. They also need to create customizable and scalable offerings in line with the evolving customer expectations around personalization, connectivity, and security. Enterprises can address these objectives by integrating modern engineering principles into their software engineering efforts. In this whitepaper, we discuss these principles and the changes in software architecture, engineering practices, and technologies they necessitate. We also measure enterprise adoption and understand the challenges associated with adopting these principles. Finally, we assess how leading service providers are collaborating with enterprises and helping them create modular and scalable software in shorter development life cycles.

Decoding Organizational DNA Free Subscriber Membership Required

Companies are waking up to an untapped source of business growth: vast amounts of new data on work and the workforce that can unlock the potential of their people. This data—now available through a range of digital innovations—is both a goldmine and a minefield. On one hand, value as far as the eye can see: employees who are more motivated, engaged and highly productive. On the other, the potential for misuse of data: individual rights ignored, employment wrongfully terminated and employees’ skills underutilized.

Future Systems Free Subscriber Membership Required

When we envisioned the Future of Applications back in 2014,1 we defined three groundbreaking strategies for applications in a world in which technology-driven disruption had become the norm. Centered around the concepts of liquid, intelligent, and connected applications, we predicted these strategies would transform core applications and power the high-velocity, software-driven companies of today. We now see these strategies adopted widely. With liquid applications, companies are assembling reusable components and modular architectures with a cloud-first mindset. Intelligent applications are maximizing business data through machine learning and analytics. And connected applications are providing the technological foundation for new kinds of business, partner, and customer interactions.

How to Make Business Innovation Become Routine Free Subscriber Membership Required

The success of modern enterprises depends on their ability to transform according to the current technological trends. For many reasons, sometimes it’s not easy to update your business processes. Here is when outsourcing of innovations can become a proper solution.

The Modern Workplace: The Importance and Benefits of Good Communication and Collaboration in Today’s Business Free Subscriber Membership Required

Modern business cooperation is working with customers, suppliers, partners, and subordinates. Success of the business largely depends on the established communication processes. That is why it is important to set them up with maximal effectiveness.

Automate Outsourcing Governance to Drive Competitive Advantage Free Subscriber Membership Required

Large corporations have been using outsourcing as a business transformation tool for decades. Although the service delivery is transferred to the vendor, the accountability remains with the client organization to ensure risks are managed, and the promised value is delivered. This is where Outsourcing Governance teams come into the picture. Organizations have performed outsourcing governance in silos and mostly manually. The outsourcing governance teams are usually understaffed and lack the tools to manage the engagements effectively. This fragmented and completely manual approach results in significant loss of the value expected from outsourcing engagments. What organizations need is a tool that can automate the outsourcing governance function and help maximize value.

Direct Sales Support case study Free Subscriber Membership Required

In this case study learn how a well-established, long-running direct selling company offering a catalog of diverse home and entertaining products through a team of over 30,000 field executives/sales consultants overcame their struggle to find local, bilingual resources to support their consultants. Resources, particularly those entering the labor force, were pulled to work in the city, and this presented challenges in both retention and succession planning.

How to Make Business Innovation Become Routine Public Article

The success of modern enterprises depends on their ability to transform according to the current technological trends. For many reasons, sometimes it’s not easy to update your business processes. Here is when outsourcing of innovations can become a proper solution.

The Win-Win Outsourcing Formula Free Subscriber Membership Required

The value that outsourcing BPOs can add to their partners and the competitive market where customers became more selective to the partner who gives the best value.

Leveraging analytics in Telecom Free Subscriber Membership Required

Presenting a valid business case for leveraging the power of predictive analytics and prescriptive analytics in the telecom sector to derive meaningful and actionable insights that will help management in taking well-informed decisions that will drive business forward.

Cloud Migration Public Article

As enterprises and governments move to the cloud, many executives are wrestling with the transition from on premise packaged applications to cloud sed solutions. Getting the approach right goes a long way to ensure a successful transition to the cloud. Most organizations are already aware of the benefits of switching from ‘on premise’ or packaged software to SAAS (Software as a Service) models. Besides lowering costs, the cloud offers seamless user experience, instant access to new markets and helps build a global customer base. As organizations attempt to transition to cloud or need to upgrade their existing SAAS applications to leverage the new cloud architectures, they come across a number of challenges.

Analytics in Healthcare Free Subscriber Membership Required

Presenting an approach that envisages applying machine learning and advanced data analytics to electronic health records and doctor/nurse text notes to predict possible hospital re-admission cases, enabling hospitals to minimize instances of re-admission and avoid punitive levies.

Moving from Projects to Products Public Article

In this thought paper, we discuss the importance of a product mindset and how that informs decisions across the company by collapsing boundaries and bringing people together from all parts of the company to focus on delivering exceptional products versus serving functions or projects, including the six capability areas necessary to embed a product culture.

Effectively Managing Remote Teams Public Article

This white paper helps managers with tips and solutions to manage remote teams effectively, creating positive results through productivity and camaraderie.

Sourcing Digital: 3 Core Viewpoints for Enterprise Buyers Free Subscriber Membership Required

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?

Process Mining – The New Juggernaut Driving Digital Transformation Free Subscriber Membership Required

For decades, organizations have focused on efficiency, leveraging process optimization techniques to achieve it. Today, the focus has moved beyond efficiency to business value generation, and it is with business value in mind that leading organizations frequently review their performance to identify opportunities for change and improvement. Process automation, using technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI), is driving the need for process reviews and optimization, in turn fueling demand for process intelligence and insights. Unsurprisingly, more and more organizations are increasingly turning to a related yet different process intelligence technology, called Process Mining (PM).

Does your enterprise have the right IoT DNA Free Subscriber Membership Required

Paradign Shifts in Enterprise IoT Adoption. Enterprise are being impacted along 4 dimensions: namely people, technology, ecosystem and transformative business models as a consequence of IoT adoption.

Rethinking your global engineering strategy Free Subscriber Membership Required

What is Global Engineering 2.0? The strategic and systematic approach that enables the rebalancing of an organization's R&D footprint to support the business objectives while enabling the organization to invest in new areas.

Global Engineering 2.0 Free Subscriber Membership Required

What do the likes of GE, 3M, Pepisco, IBM, Boeing, and P&G have in common? These companies are among the coveted 50 that have been featured in all editions of Fortune 500 (1955-till date). We examined the patterns that are consistent across these companies, and one key factor that emerged clearly was their razor-sharp focus on continuous innovation. It’s no surprise then that innovation is a key corporate agenda and many global companies are spending as much as 15% of their revenues on innovation. Despite innovation being a significant organization priority, a key challenge remains: ensuring that R&D organizations are not flying blind and are structured in line with the company’s business goals, given the complex business environment they operate in.

Is Your Shared Services Strategy Future Ready? 5 Differentiating Talent Capabilities Free Subscriber Membership Required

As the accelerating pace of technology disruption impacts every area of the business, it’s vital for in-house delivery centers to get their talent strategies right. Some delivery centers are ahead of the curve, adapting with these changes and even assisting their parent organizations to adjust to the changing talent model. This content will help senior enterprise executives to understand how different elements of their talent strategy can enhance their delivery centers’ future readiness.

Is It Time to Outsource Direct Spend Categories Free Subscriber Membership Required

Procurement, once considered a back-office function, has seen a lot of changes in the last couple of years, with enterprises centralizing and streamlining entire processes, adopting strategic and collaborative approaches with suppliers, and outsourcing to leverage third-party expertise. However, most of these changes are focused on indirect procurement. The direct spend space has seen fewer changes due to enterprise reluctance to outsource a core function, and, therefore, remains riddled with inefficiencies, resulting in huge areas of untapped opportunity. This is where third-party technology and process expertise can help, by mitigating these concerns and guiding enterprises on a transformation journey to innovate direct spend management. This paper explores the intrinsic differences between direct and indirect procurement and discusses challenges in direct spend management. It highlights the benefits of tapping into external expertise, as well as current adoption drivers. Finally, it discusses the key issues for CPOs to consider when planning to outsource direct spend.

Assuring Trust in a Converging LS Ecosystem Free Subscriber Membership Required

The life sciences industry is facing an inflection point. While patients and consumers have a fundamental trust deficit for a variety of reasons (adverse events, pricing, drug recalls, slow drug development efforts, and GxP compliance), healthcare and life sciences entities are converging (payers and providers coming together, Pharmacy Benefit Managers (PBMs) being disintermediated, and pharmaceutical firms collaborating with payers and providers). The healthcare and life sciences ecosystem is evolving and simplifying around patients as the core constituent. This change has a number of implications for stakeholders, particularly life sciences firms, which now need to interact closely and work collaboratively with different parts of the ecosystem to drive enhanced value through care outcomes and cost efficiency.

Growing Importance of AI in B2B Sales & Marketing - Sales & Marketing Chapter January 2019 Professional Membership Required

The IAOP Sales & Marketing Chapter held a meeting January 23, 2019, on the topic of "Growing Importance of AI in B2B Sales & Marketing". In this powerful 60-minute session we heard from experts on developing powerful pre-sales strategies to leverage the potential opportunities offered by modern B2B marketing methods. Learn how AI is shaping sales and marketing strategies today and what could be on the horizon in the next 12-18 months. Moderated by Kyle Andrews, Partner, Pretium Partners with a presentation by Shimona Chadha, AVP Marketing, HCL, and a panel discussion with David Yang, Founder and Chairman of the Board, ABBYY, Robert Barclay, Co-Founder, providing fractional CMO Services, Helan CX and Martin Guillaume, Vice President, Global Leader, IBM

New Year Resolutions for Vendor Governance - Governance Chapter, December 2018 Professional Membership Required

The IAOP Governance Chapter held a meeting December 17, 2018, on the topic of "New Year Resolutions for Vendor Governance". In this insightful 60-minute session we heard from Joe Wroblewski, Director, Third Party Governance, Warner Media, Alan Arenson, Director, Workforce Management, Waner Media and Atul Vashistha, Chairman, Neo Group as they shared their views on year-end checklists and resolutions for the New Year detailing what do you need to do differently, what do you need to do immediately (first 30-60 days) and how you stay on track.

Working with an Outdated Pricing Model? Discover the Latest in Outsourcing Pricing Free Subscriber Membership Required

This webinar deck addresses key issues in outsourcing pricing, including the following questions: Enterprises are moving away from input-based pricing in both BPO and ITO contracts … but how, what, why, when, and where to? One of the key drivers of positive business outcomes is who initiated the move to outcomes- and outputs-based pricing, but which initiators drive the most improvement (by a 2:1 margin)? The reasons for the pricing model transition are not surprising (cost savings and customer satisfaction), but the variation in results for high-impact and low-impact may surprise you – what are they?

Building the Digital Bank of the Future Professional Membership Required

Banks and financial services firms are seeing the emergence of a new consumption model in which financial services providers are expected to manage customer interactions, aggregate services/products from ecosystem players, and offer differentiated experiences across preferred channels. While banking will remain relevant, banks as we know them today may not. The omnipresence of technology, new business models, and a globally-connected ecosystem require banks to evolve from the current banking-as-a-product mindset to a banking-as-a-lifestyle approach. As banks start to offer experiences, they need to collaborate and combine offerings from financial services and allied industries that are assured for customers under their brand. This change will expand the role of Quality Assurance (QA) in banking and financial services from a traditional inside-out monolithic view to that of an ecosystem quality orchestrator in the future.

Achieving Your Value Proposition with Effective SLAs - Voice of the Customer Webinar July 2018 Professional Membership Required

The Voice of the Customer Chapter presented a webinar on July 11, 2018, on the topic of "Achieving Your Value Proposition with Effective SLAs".  Attendees learned the latest thinking on SLAs from four perspectives: Customer, Supplier, Advisor and Legal.  The panel discussion addressed watermelon SLAs, trends in developing new SLAs, effective alternatives and at-risk philosophies and implementation.  Panel Members were: Lawrence Kane, Boeing, David Althoff, Cognizant, Alan Hanson, ISG and Neil Hirshman, Kirkland & Ellis, LLP.

The Future of Work: Human + Machine Collaboration Trends - Real Estate & Facilities Management Webinar November 2018 Professional Membership Required

The Real Estate & Facilities Management Chapter held a webinar November 5, 2018, on the topic of "The Future Of Work - Human+ Machine Collaboration Trends". They shared perspectives focused on "digital talent" and the emergence of the "liquid workforce" regarding next-generation workforce strategies. We explored how emerging technologies such as AI and RPA will shape the future of work. Moderated by Maura Hudson, Newmark Knight Frank with speaker Peter Miscovich, JLL.

Top 5 RPA Myths Dispelled: Insights from Everest Group Pinnacle Model Assessment - Atlanta Chapter Webinar November 2018 Professional Membership Required

The IAOP Atlanta Chapter held a meeting November 15, 2018, on the topic of "Top 5 RPA Myths Dispelled - Insights from Everest Group Pinnacle Model Assessment.  An insightful 60-minute session in which we uncovered the truth behind these myths and revealed how the best performing organizations are realizing a 50% improvement in operational metrics through RPA implementation, and 30% cost savings on RPA investments. Moderated by Alan Wolfe, Senior Vice President, Everest Group with associates Sakshi Garg, Practice Director and Michel Janssen, Chief Research Guru.

Building the Base- How Diverse Executives in Typically Male-Dominated Industries Command Better Outcomes by Empowering Other Professional Membership Required

The IAOP Women Empowerment, Leadership & Diversity Chapter presented a webinar November 15, 2018, on the topic of "Building The Base- How Diverse Executives in Typically Male-Dominated Industries Command Better Outcomes by Empowering Others". The discussion started, or in many cases, continued a dialog around questions many are asking in boardrooms and among community leaders today- Why should organizations empower diverse leaders? What do they get out of it? How do they measure this success? Is it a straightforward financial measure? Productive? A hiring value? How are diverse leaders cultivated? How are they empowered to build up future leadership? And, of course, what are the pitfalls to avoid and key criteria for success?

Contracting for Agile Free Subscriber Membership Required

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.

Human + Tech: Impact of Emerging Technologies on Integrated Services Delivery Free Subscriber Membership Required

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.

ESOAR – The Sound of Successful Automation Free Subscriber Membership Required

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.

Moving With the Digital Times Free Subscriber Membership Required

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.

Finance Automation in the Financial Services Sector Free Subscriber Membership Required

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?

The Future of Life Insurance & Annuities Operations Professional Membership Required

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.

AIOps – IT Infrastructure Services for the Digital Age Professional Membership Required

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.

Transform with RPA: Reject the Myths, Embrace the Potential Professional Membership Required

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.

Sole-Source Outsourcing - Ensuring a Successful Outcome Professional Membership Required

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.

PULSE Magazine Free Subscriber Membership Required

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.

Everything You Always Wanted To Know About Chatbots - White Paper Professional Membership Required

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. 

Preparing Seasonal and Regular Agents with Blending Learning Free Subscriber Membership Required

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.

Beyond Bitcoin: Blockchains for Business Professional Membership Required

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.

Reimagining Enterprise IT Services Sourcing Free Subscriber Membership Required

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.

Retail Industry Whitepaper Free Subscriber Membership Required

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.

Top 5 RPA Myths Dispelled Free Subscriber Membership Required

Robotic Process Automation (RPA) is all the rage these days; however, while adoption continues to accelerate, myths persist. In this fact-based webinar deck, Everest Group dispels the five most common myths based on in-depth research into the practices of the Pinnacle (or best performing) Enterprises™. The deck uncovers the truth behind these myths and reveals how the best performing organizations are realizing a 50% improvement in operational metrics through RPA implementation, and 30% cost savings on RPA investments.

The Future of Procurement in the Digital Age Free Subscriber Membership Required

To become a strategic contributor that enables business outcomes, procurement has to move beyond cost savings and compliance, and many have already done some thinking; a definite vision is coalescing for what the procurement of tomorrow will look like. However, how do we get from where we are today to what will be required tomorrow? How do we move our procurement organization along the capability continuum in order to achieve the forward-looking vision of the function? In other words, how are we to realize the procurement of the future?

Creating Business Value Through a Next-Generation Smart Digital Workforce Free Subscriber Membership Required

Digital transformation has a survival necessity in this era of disruptive business models and rapidly-changing markets. Until recently, most automation projects have been done in silos, confined to task-level automation, and mostly targeted at achieving short-term tactical benefits. However, enterprises are now exploring benefits beyond the task level, developing digital capabilities for to achieve targeted business outcomes. One key to success is a smart digital workforce with enterprise-grade SDA technologies and solutions that can help the organization achieve strategic business outcomes.

Driving Enterprise Chatbot Adoption Free Subscriber Membership Required

The enterprise chatbot landscape is undergoing a significant shift, driven by the evolution of the digital workplace. The chatbot landscape is now accelerating toward the third generation of technology evolution; whereas first- and second-generation chatbots were focused on reducing manual intervention and reducing cost, third-generation chatbots leverage machine learning and automation to provide a marked increase in user experience and productivity. To realize these benefits, enterprises need to change their approach, overcome internal change resistance, and define the business case clearly. 

Reimagining Workplace Services Free Subscriber Membership Required

The enterprise workplace is undergoing a profound transformation in today’s digital age. Fundamental organizational structures and talent models across industries are experiencing significant disruption.

Omni-Channel Customer Engagement: Inspiring Loyalty by Driving Great Customer Experiences Professional Membership Required

If you own a business or head the marketing department of any organization, you will know the hard work and resources that go into building digital assets.

EOS18 | Presentations Free Subscriber Membership Required

Links to all the presentations available from EOS18, held June, 2018 in Brussels, Belgium.

Trinidad & Tobago Breaks Through Into Top Tier of Global Services Destinations Free Subscriber Membership Required

The global landscape for service delivery, whether Business Process Outsourcing (BPO) or in-house shared services is never static. Global executives in the process of shortlisting locations are unwise to simply return to the default choices of a decade ago. Things change. There is no better proof of this than the twin-island nation of Trinidad & Tobago making a striking first appearance on A.T. Kearney’s recent ranking of the world’s most desirable global service delivery locations in their 2016 A.T. Kearney Global Services Location Index.

Vested Outsourcing: Redefining Winning in Business Relationships Professional Membership Required

The 21st century demands businesses innovate, create value, and get sustainable results. The University of Tennessee’s Kate Vitasek has been studying some of the world’s most successful outsourcing relationships — including IAOP GEO award winners - for over a decade. The results? The best achieve award-winning results by redefining how they “win” in their business relationships. Her work has led to six books, including Vested Outsourcing: Five Rules That Will Transform Outsourcing and Vested: How P&G, McDonald’s and Microsoft are Redefining Winning in Business Relationships.

Digital Singularity: Innovation Reborn Professional Membership Required

Digital technology is now omnipresent, and it’s doing nothing less than rewiring human society. The brick-and-mortar approach to selling consumer goods is disappearing—fast, and the very definition of what constitutes work (and what constitutes value) is shifting beneath us. There is profound uncertainty in all this change, but there is also profound, unparalleled opportunity that’s happening before our eyes. In this session, we’ll talk about the society-wide solutions that the Digital Age demands, and we’ll argue a case for why humankind is better positioned to engineer those solutions than ever before.

OWS18 Presentations Professional Membership Required

Presentations from OWS18

Talent and Sourcing in an Era of Disruption Free Subscriber Membership Required

Following the 2016 U.S. presidential election, increased focus has been placed on U.S. companies that leverage offshore talent, as well as the associated impact of offshoring on the U.S. economy.

The Battle for Jobs: Staying Relevant in the Robotics Age Free Subscriber Membership Required

With robots potentially as not only your coworkers but also your competition, what capabilities and unique talents are essential to keep your job? We asked the co-chairs of IAOP’s Global Human Capital Chapter: What skills do humans need to compete with robots?

Will Offshore Outsourcing Return Home? Professional Membership Required

The sourcing community has spoken much about the possibility that service automation and rising protectionist sentiment will lead to massive reshoring of business services. But what is the reality? In this article, we seek to answer the question, “To what extent are organizations reshoring services as a consequence of automation, rising protectionist sentiment and/or other factors?”

State of the Industry 2017: IAOP’s Annual Member Survey Professional Membership Required

Jag and Todd are back with first hand results of this year’s survey including findings from the European survey, produced with the support of ISG. See what the data from the largest industry survey says about trends, understand what this means for you now and learn how to not only be prepared for, but get ahead of the next big thing.

Modernizing Supply Risk: Real-Time and Continuous Monitoring Professional Membership Required

Companies need a robust third party risk management solution that addresses day to day operations while considering strategic and enterprise wide objectives.

Strategic Sourcing in the New Economy: Harnessing Sourcing Business Models for Modern Procurement Professional Membership Required

Why some of the world's most popular sourcing models are incomplete for today's modern outsourcing and how to apply Sourcing Business Model theory for any type of outsourcing deal.

IAOP Body of Knowledge Professional Membership Required

A cohesive and comprehensive outline of the commonly accepted practices and skills required to ensure outsourcing success.

Certified Outsourcing Professional® (COP) Public Article

The COP designation distinguishes individuals as leaders in the field of outsourcing. It powerfully demonstrates that they possess the experience and knowledge required to design, implement, and manage outsourcing initiatives that have a high probability of achieving an organization’s intended outcomes. This professional designation, which focuses on the management process of outsourcing itself, is equally valuable to individuals working as customers, providers, or advisors. It promotes an environment where all of the parties to an outsourcing business relationship have a common and shared professional knowledge, approach and commitment to mutual success.

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