Points of View

Design Thinking Can Save the Services Industry From Obsolescence

On March 10, 2016, HfS Research hosted a webcast panel discussion to explore “How Design Thinking can play a role in saving the outsourcing services industry from obsolescence.”


We have an industry of capable resources to deliver operations services. These services can be increasingly complex, combining automation, social, mobile, and cloud technologies with transaction-oriented and analytical talent. We need to view and use these services in smarter ways, moving beyond our obsession with labor arbitrage to a services industry delivering results through collaboration. We believe Design Thinking can help institute more agile, dynamic and business-outcome focused relationships between service buyers and their providers.


In the panel discussion during our webinar, we explored what Design Thinking is; how companies like RWE, a German electric utilities company, and service provider Infosys are using it to rethink and redesign their businesses with customers and customer experience at the core; and how to do that in a collaborative way. In short, how can Design Thinking help us to create more business outcome focused engagements in outsourcing? 

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