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.

Anupam Govil

Partner, Avasant
Content Chairperson
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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...

Customer experience as competitive advantage

Your brand is only as strong as the experiences you create for your customers. The experience is the message. The effectiveness of traditional marketing strategies continues to diminish in the face of new technologies, changing customer behavior, and rising customer expectations. The impact of marketing communications has been trumped by the real-life experiences consumers enjoy […]

By- PWC

De-mystifying Robotic Process Automation

Why do we need RPA? Traditionally, the outsourcing industry has operated under a “lift & shift” business model, wherein business processes from high-cost markets have been sent to low-cost destinations. However, this has led to a variety of issues such as poor quality of services, difficulties in vendor management, and loss of operational control. Reporting […]

By- Avasant

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 […]

By- Avasant

How to Transform Your Shared Services Organization into a Digital...

The days of shared service organizations (SSO) being responsible for manual, repetitive processes are coming to an end. Today, SSOs can use data and software to automate processes and run more efficiently. Learn how to use automation to transform your SSO into a digital champion. In our webinar we walk you through key strategies to […]

By- The Outsourcing Institute

IT-BPO Convergence: Emergence of Next Gen Digital Business Services

From cost arbitrage, process optimization, and enhanced productivity, the customers for business services are now demanding value creation. Customers are no longer willing to make upfront investments in technology and transformation. This has forced the service providers to rethink their business model and service offerings. In order to unlock the full value, they have responded […]

By- Outsourcing Institute

Not Your Parent’s Outsourcing: How Digital Transformation is Changing the...

Like many people who are part of the Outsourcing Institute’s community, I have spent my entire career focused on process improvement, automation and outsourcing. These are concepts which I have studied and applied for decades, and their use has been key to my professional success.  However, if you’re like me, you may have noticed that […]

By- Christopher Surdak, JD

OI Executive Interview with Former Xerox CPO Gregory North

In this Executive Interview, Outsourcing Institute President Daniel Goodstein sits down with former Xerox Chief Process Officer Gregory North to discuss the new face of BPO, digital disruption and transformation and advice for both BPO clients and providers, as well as a preview of the upcoming Digital BPO Innovations conference. The interview examines: Industry perspectives […]

By- The Outsourcing Institute

Process Led Automation

Making Digital Transformation Work for You and Your Customers Digital transformation is dramatically transforming the landscape of business process outsourcing.  Automating out manual work in services the way manufacturing automated assembly lines offers the prospect of reducing variation, increasing velocity, reducing cost and improving quality – all at the same time. The “robots” here are […]

By- Gregory North

Renewable Integration Trends, Challenges and Digital Measures

An electricity consumer receives a message on his smart-phone application, informing him of a cloudy forecast for the next day. The application also advises him to fully charge up his home storage batteries from his solar roof-top system so that he can draw down the charge when cost of grid-electricity shoots up. While this may […]

By- Avasant