Category: Digital Services

  • The Digital State of Media & Entertainment

    The Digital State of Media & Entertainment

    It is no secret that the traditional media and entertainment industry has experienced extraordinary value destruction in the past 20 years. The music industry right-sized from $26.6 billion in 1999, to $14.9 billion in 2015. Print media lost the fight for classified advertising to Craigslist, Yelp, and Groupon, and legacy brands like the New York […]

  • Driving Digital Transformation from the CIO Suite

    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.

  • Talking Digital BPO with Anupam Govil of 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 […]

  • Digital BPO Webinar Series: Bringing Agility to Governance & Pricing

    Digital BPO Webinar Series: Bringing Agility to Governance & Pricing

    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 […]

  • 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 […]

  • Digital – The Key to Unlocking Operational Transformation: Using Analytics & AI to Increase Process Intelligence

    Digital – The Key to Unlocking Operational Transformation: Using Analytics & AI to Increase Process Intelligence

    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 […]

  • Harnessing the Opportunities of Digital Transformation

    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 […]

  • Executive Interview: The Changing BPO Marketplace with Concentrix President Chris Caldwell

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

    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 […]

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

    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 […]

  • Executive Interview: Former Citi CIO Discusses Cyber-Security on Wall Street

    Executive Interview: Former Citi CIO Discusses Cyber-Security on Wall Street

    The Outsourcing Institute’s Daniel Goodstein recently sat down with Bob Wilkinson, Former CIO at Citi, and the Program Co-chair of the Upcoming Wall Street Tech Conference this Spring. Hear the challenges facing BFSI execs regarding risk, Cyber-security, & How Digital and Cloud Technologies are Affecting Wall Street. In this interview they will explore: • Top […]