Take 5 Report

Recast BPO as AI stewardship: The new mandate for enterprise reinvention

Enterprises are stuck in islands of AI as most have moved beyond proofs-of-concept. However, only 15% are in the run‑state. Despite this sluggish progression, they’re expecting a 30%+ productivity step‑change across business functions over the next three years. This gap between current patchy adoption and very bold expectations is precisely where enterprises are looking for strategic, risk‑bearing partners. Enterprises are actively reengineering their operating models, deepening synergies with hyperscalers, and increasingly turning to their BPO providers for comprehensive stewardship in this AI-led metamorphosis.

HFS Research, in partnership with Cognizant, surveyed 101 senior enterprise leaders in the US across seven diverse industries to illuminate prevailing AI adoption trends, future imperatives, ecosystem dependencies, and evolving expectations from BPO partnerships.

The survey uncovered five key takeaways:
    • Over the next three years, more than 60% of enterprises anticipate that AI will augment their existing BPO operations with a productivity uplift exceeding 30%.
    • To scale AI from isolated endeavors to enterprise-wide transformation, enterprises are rewiring their operating models and deepening reliance on strategic alliances with hyperscalers and technology platform providers.
    • While selecting BPO providers, enterprises are looking for proven IP, platform integration capabilities, and industry/process expertise.
    • Enterprises are gravitating towards an evolved engagement model where:2. AI is embedded into existing workflows offering
      1. platform-as-a-service and anchored in vertical use cases
      2. BPO providers accept end-to-end ownership and accountability.
    • Risk alignment is fast becoming the lodestar of next-generation commercial models. Enterprises are increasingly favoring a “hybrid” construct, anchored in a foundational base fee, augmented by an outcome-linked “kicker.”

The Bottom Line: Enterprises are demanding AI‑embedded, outcome‑owned operations from their BPO partners. Their overall partner ecosystem strategy and internal organizational readiness are the key prerequisites for success.

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