Digital Services

The convergence of software, services and digital channels is resulting in a paradigm shift within the Services industry. Traditional services firms are transforming to help their customers through the Digital journey. Organizations are increasingly relying on Service providers as partners to help them transform into a Digital enterprise.  By combining the power of Digital Services such as analytics, mobility, IoT, automation and cloud, organizations can enhance customer engagement, improve performance and drive new growth opportunities in a Digital world.

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Anupam Govil

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Anupam has over 25 years of experience providing sourcing, business and globalization advisory services to global enterprises and private equity funds. He has advised technology and services firms on their global expansion plans through a c...

3 Strategies to Digitize Your Shared Service Center

Introduction Shared Service Centers (SSC) continue to deliver greater value year over year. In Deloitte’s 2017 Global Shared Services Survey, 3 out of 4 respondents saw productivity increases of 5% or more in the past year. Due to the success of SSCs, companies tend to expand the scope of shared service initiatives, integrating increasingly more knowledge-based […]

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By- Celonis

Video Interview: Talking Digital Transformation with PwC’s Catherine Zhou

PwC’s Digital Service Leader, Catherine Zhou, joins Outsourcing Institute President, Daniel Goodstein, to examine the shift of digital convergence and its impact within the enterprise. The interview explores: Differentiating Digital vs. Digitalization The Change of Business Models Explained in 3 Dimensions How to Leverage Traditional Regulatory Items The Future of Omni-Channel Customer Care Value of […]

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By- The Outsourcing Institute

Driving Digital Transformation from the CIO Suite

When done right, digital transformation can produce real, impactful results. We present here a client case study of a digital transformation project for Greater Toronto Airports Authority.

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By- Avasant

Talking Digital BPO with Anupam Govil of Avasant

Join Outsourcing Institute’s Daniel Goodstein as he sits down with Anupam Govil, Partner at consulting firm Avasant and Program Chair of the upcoming Digital BPO Innovations Conference, as they discuss Digital transformation, BPaaS & new business models. This interview will: Discuss what “Digital” means to clients and the effects of “Digital Disruptors” on the outsourcing […]

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By- The Outsourcing Institute

What do digital, automation and outsourcing have in common?

As we come back from holidays, we tend to reflect on what 2016 will bring, trends and upcoming changes on how buyers and service providers engage. Recently a lot has been said and written about two prominent trends: digital and automation. However little has been discussed about the commonalities between these prominent trends and the outsourcing industry. Digital and […]

By- Fabiano Rosa

Digital – The Key to Unlocking Operational Transformation: Using Analytics...

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives: Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost […]

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By- The Outsourcing Institute

Harnessing the Opportunities of Digital Transformation

Businesses have traditionally embraced new technology in order to create efficiencies and lower costs. However, the stakes and rewards are significantly higher in the digital era. Companies have an unprecedented opportunity to increase revenue by engaging digitally savvy consumers at every touchpoint across the customer experience lifecycle. At this point, going digital is no longer […]

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By- Avasant

Executive Interview: The Changing BPO Marketplace with Concentrix President Chris...

BPO isn’t what is used to be. Clients pushing for digital transformation, changing labor models & the introduction of automation technologies are changing the Customer Engagement landscape…or are they? The Outsourcing Institute’s Daniel Goodstein recently sat down with Chris Caldwell, President at BPO firm Concentrix, to discuss the changing BPO marketplace, new client demands for […]

By- Outsourcing Institute

NelsonHall’s John Willmott Talks ‘Digital BPO’ & 2016 Marketplace Outlook

NelsonHall CEO John Willmott recently sat down with Outsourcing Institute President Daniel Goodstein to discuss Transformation within Outsourcing and Digitization of BPO services. Hear NelsonHall’s research data which takes on the hype and tells the real story of where outsourcing is going, effects of digital technologies, process improvements, pricing & governance models. In addition to […]

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By- Outsourcing Institute

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