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Skill not Scale, Part II: Europe poses the biggest opportunity as...
We’ve talked a lot about the massive opportunity for the services industry as we move into times of unprecedented complexity. However, while complexity brings us much opportunity to solve problems and...
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Dallas, we have a problem: Advisors struggling to deliver...
The IT and business services industry is now navigating unchartered waters, where the common challenge for today’s enterprises is simple: “How can we design our businesses and operations to run more...
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Dallas, we have another problem: Too many Advisors are Buying the Service...
Just as we thought we’d negotiated a safe landing back to earth for our talent-challenged sourcing advisors, that we discover another mismatch between perception and reality – they just love service...
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2014 shared services and outsourcing outlook Part I: It’s time for...
Are you feeling relephant? One of the great discussion topics coming out of the recent Blueprint 3.0 sessions in New York was centered on how enterprise operations can progress beyond the “ordinary”...
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2014 shared services and outsourcing outlook Part II: Why GBS will not be...
If I had a dollar for every person who enlightened me with the news that Global Business Services (GBS) is BS, I could purchase about three hours of offshore help desk support. However, while several...
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BPO will continue to fail miserably… without a mindset to embrace change,...
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. Quite simply, when we look at the current...
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Automation killed the gamification star
“Rewritten by machine and new technology, and now I understand the problems you can see” Source: “Video Killed the Radio Star” by the Buggles, 1979 Yes, even back in ’79, when a portly Christian Bale...
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Is BPO on the brink of a technology revolution?
If you get a fleeting moment to wrench yourself away from your twitter feed, formatting that PowerPoint deck that’s on its 18th cycle, or that excruciating conference call you are seriously not...
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BPO: Pronounced dead, but still very much alive
If I had a Bitcoin every time someone claimed that BPO is “dead” / “hitting the bottom” / “merely staff augmentation that’s going away soon”, I could commission a whole team of robots to write this...
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Time to stop the buzzword balderdash and become meaningful again
Am I smoking something illegal, or has our industry really started to lose the plot with the amount of buzz terms that – quite frankly – only mean something to the sellers and advisors trying to make...
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Why offshoring is hotter than ever
While we’re all getting carried away with robots and sexy SaaS solutions replacing our rules-based transactional labor (and all the lovely buzzwords that come with it), something else is going on that...
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Outsourcing and shared services investment intentions at record high as the...
It’s official: outsourcing is not dying – it’s simply become a key part of a broader enterprise operations strategy: Integrated Global Services. 312 buyers recently shared their investment intentions...
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The new Table-stakes: Fixing the Analog Present for a Digital Future
As we digest the incredible dialog from the HfS Cambridge University blueprint summit this week, the overwhelming mood from enterprises is one of frustration to get beyond this tactical status quo of...
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Accenture makes a significant As-a-Service move by bringing together...
It’s time to wake up and smell the roses, people. The services industry is going through its most seismic challenge as increasingly sophisticated enterprise clients are looking to reduce their reliance...
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Welcome to the age of Digital cruelty, where two-thirds of operational jobs...
Has anyone noticed a much harsher mentality towards “labor” these days? I can recall presenting at an HR Outsourcing conference in 2004 where there was a large gathering of anti-globalization...
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Welcome to the era of churn, where 50% of outsourcing contracts are at risk
We’ve been calling it for seven years now, and finally the chickens are coming home to roost for the outsourcing business: clients are genuinely walking away from outsourcing relationships which...
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Cognizant makes the biggest bet ever by an Indian services provider. Has the...
What ever happened to the days of the tiddly little sub-$10m “tuck-in” acquisitions that Indian providers used to make (and we all forgot about pretty quickly afterwards)? Well, the game has changed...
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More hope less fear, please – Digital is not only changing the way we work,...
I don’t know about you, but I’ve been getting really tired of people lamenting that jobs are being robotized, our operations talent is too transactional and we’re all, basically, screwed. I’ve also...
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Skill not Scale: The Massive Opportunity Awaiting the Services Industry
I was recently inspired by a refreshingly simple and unvarnished blog on the The Inflexion Point for the IT Service Industry by Deepak Shenoy of Capital Mind. Where Deepak hits the nail on the head, is...
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Cost is the New Black: The Overbearing Paradoxical C-Suite Imperative for 2015
“C-Suite leaders want to drive out cost? Tell us something new…” OK, I will, because this time, this cost imperative is different, as the traditional means of driving out cost are reaching their...
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