Transforming Problem-Solving: IAOP’s Design Thinking Experience | More »
Transformational Outsourcing: 10 Best Practices for Enterprise Counsel | 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. More »
Are You Stuck in the Generative AI Hype Cycle? | “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. More »
AI-Driven Transformation: How CCaaS Benefits Are Reshaping the Customer Experience | 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. More »
The Future of Work: Automation and Human Collaboration | 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.
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PULSE: Unearthing Hidden Gems: Global Impact Sourcing Award Winners Find Talent in Unexpected Places | More »