Organizations have been trying to reduce their labor costs for decades, but something feels very different about the new Digital reality in which we operate.
The services world has already started to change – and those who are only just realizing this may already be too late
Until our industry takes the painful steps to fix the current legacy it has created, many will likely fail in creating a new era of Digital services
Simply plastering more and more lipstick on the same old pig is eventually going to fail for many as Integrated Global Services becomes the future model of choice
Close to a third of enterprises are increasing the offshore component with their service providers, and a fifth with their own shared services
BPO is just at the beginning of a much more dynamic phase of its existence and it at least three years’ away from being put to bed.
Why BPO clients which have tech-enabled their processes are achieving better performance and outcomes
Our new “Technology in BPO” study reveals that this industry is on the brink of a significant, radical overhaul to its very core value proposition
We asked HfS’ Charles Sutherland to share his views on what is really happening with process automation and why is shouldn’t be confused with technology automation theories of yesteryear
While several folks make valid arguments why GBS may be a pipe-dream for their own organization (or some of their clients’ organizations), we believe they are missing the big picture
In 2014, ambitious operations leaders must begin achieve a certain degree of maturity across their operations before they can really address achieving their desired outcomes
people lead people and they are asking for the support, training, and enablement to meet and collaborate to both better manage day-to-day work and develop into the next generation of leaders