What Happened to BPO and What Is Truly Coming Next?

Digital disruption is here. It’s real and the BPO industry is not immune to it. BPO is experiencing unprecedented change in its journey from being a great vehicle for cost improvement and efficiencies to being a vital partner in driving change within the organization. In a recent webinar, Phil Fersht, CEO, HfS Research, had a spirited exchange with industry leaders about what the C-Suite is looking for from their BPO relationships in this new age of data and digital, and how it impacts the current BPO industry.

The industry is rapidly moving toward the As-a-Service Economy, changing the nature and focus of engagement between enterprise buyers, service providers, and advisors. Digital and cognitive tools derived from accessible and actionable data, availability on the cloud, competitive pricing models based on risk to reward and faster time to market are enabling this disruption. The C-suite is looking to service providers to bring about the metamorphosis.

The service providers are looking to the c-suite for collaborative engagement and vision. But is the middle management on both sides ready for it, what steps must be taken to move towards this shift from legacy to the As-a-Service Economy, how significant is the impact to the overall business objectives? HfS presents research findings in this webinar that address these issues.