Category Archives: Financial Services Sourcing Strategies

BPO’s billion dollar best-kept secret: Part II

BPO’s billion dollar best-kept secret: Part II

HfS Research CEO Phil Fersht interviews Xchanging CEO David Andrews

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BPO's billion dollar best-kept secret: Part I

BPO's billion dollar best-kept secret:  Part I

There are a lot of secrets in the BPO business, however, one best-kept secret that is worth revealing, is the Xchanging story. The the UK-headquartered firm is the largest purelay BPO provider today, with revenues over $1.1bn.

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Preaching Process with Pramod, Part III: What if you can build a true back-office-in-the-box, based on the Cloud and ERP platforms, which costs a fraction of what it used to?

Preaching Process with Pramod, Part III:  What if you can build a true back-office-in-the-box, based on the Cloud and ERP platforms, which costs a fraction of what it used to?

At long last, we come to the final part of our interview with Genpact's President and CEO, Pramod Bhasin. Phil Fersht and Pramod discuss the future of process consulting, where labor arbitrage is heading, more about the Cloud, and a some advice for today's budding sourcing executives.

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Innovation in BPO purgatory, Part III: the escape route

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

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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Preaching Process with Pramod, Part II: integrating IT and BPO and not getting blown up into small pieces...

Preaching Process with Pramod, Part II:  integrating IT and BPO and not getting blown up into small pieces...

we delve into how Genpact is striving to retain a unique identity in the industry as a pureplay BPO provider, in the face of increasing competition and the convergence of Cloud, SaaS and BPO delivery models

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Healthcare Reform: The scramble for outsourcing business begins

Healthcare Reform:  The scramble for outsourcing business begins

Whoever said Obama was going to be bad news for the outsourcing business? The outsourcing market has rebounded heavily with the economic recovery and the successful passage of the new Heathcare Reform Bill has both the IT outsourcers and BPOs on red-alert for a barrage of new business oppirtunities. The need for payors to manage their administrative costs has never been as intense as it is now, with the fixed medical loss ratios.

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The Industry Speaks, Part VI: Customers increasingly look to industry-specific BPO solutions, but which vendors will ultimately invest to define and deliver them?

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The move to greater domain-specificity is intrinsically tied to the business utility model of the future, where we are starting to see signs of the convergence of SaaS, Cloud and BPO/ITO models within an engagement structure

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