Category Archives: HfS Surveys: Innovation in BPO

Automation killed the gamification star

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Even back in ’79 the world was already beginning to zone in on the power of automation

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Why so many cost-obsessed CEOs will fail if they ignore their supplier management capabilities

Failing at managing your extended enterprise?  Then click here to course correct

Recessions are good times for business leaders who love to focus on containing costs, however, times of recovery are markedly different

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Innovation in BPO purgatory, Part III: the escape route

When it comes to achieving innovation when outsourcing, buyers need to identify where real innovation is possible, and where they only really need operational efficiency. Both buyers and providers need to be honest with themselves to determine whether they are truly prepared to invest in either achieving or delivering innovation. If not, stick to being operationally efficicient and stop talking about an innovation game-plan that will never happen.

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Innovation in BPO purgatory, Part II: Enterprise buyers are blaming themselves for innovation failure

It is abundantly clear that enterprises buyers recognize that the blame lies a lot more in their camp than their provider’s, with well over a third citing poor change management and communications as a great concern, coupled with the fact that their current governance team has little juice internally to drive an innovation agenda.

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Innovation? The BPO industry needs to escape from purgatory. Part I

While there’s a lot of puff coming from most providers, expectations are not being met when it comes to the actual achievement of innovation within many Business Process Outsourcing (BPO) engagements. Consequently, this improves the options for the first-time BPO buyer to select a provider that can demonstrate a proven track record of innovation, but what about the second-time buyer, rooted firmly in BPO purgatory?

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