The digital revolution is here to stay. Remember the time when portable players transformed music industry’s landscape? The 4 A's – any content, anytime, anywhere, any device – is today’s...
equivalent, the change mantra. 4 A's has set in motion the transformational journey of media and entertainment toward a more customer-centric and omni-content future. The capacity to adapt to sweeping changes is going to separate the winning studios and networks from losers.
Just as the old gives way to the new, so will the workplace of today evolve. Imagine a workplace built to address the needs of new-age talent. A workplace where purpose transforms into self-actualization, distance gives way to camaraderie,...
and control is replaced by trust. But how can enterprises achieve this utopia?
Human resources leaders today face growing board room pressures to address talent scarcity, slowing growth, and skyrocketing Gen Y career expectations. Based on insights from HR...
practitioners, industry analysts and advisors, three catalysts have emerged, which can accelerate the transformation to the ‘HR face of tomorrow’ — technology-enabled consolidation, analytics-empowered decision making, and social-media-driven outcomes.
A new wind called 'augmentative outsourcing' is blowing across the industry, and it is not about staff augmentation. What it is, in fact, is skill and capability augmentation that creates...
business value for the BPO buyer’s business. Augmentative outsourcing is the next value frontier which perceptive buyers must beat their path to – for access to wider BPO capabilities that can help them innovate and stay on top of their value chain.
Mature buyers of business process outsourcing have already realized the benefits of labor arbitrage and efficiency gains. With top-line growth seeming elusive, their focus will now...
shift towards unexplored areas that fuel optimization and growth. Early evidence suggests great scope in five areas: new markets / emerging economies, mergers and acquisitions, adoption of new technologies, actionable outcomes, and business process adjacencies.
Today, five shifts are essential to unlock transformation opportunities. In a smarter organization, processes are standardized, not disparate. Operating models are ones that fit the best, not...
ones that fit the gap. Technology is a multiplier, not just an enabler. The focus is on effectiveness through delivering business value, not just continuous improvement of process metrics. Insights are dynamic, not just static knowledge.
Collaborative innovation between buyers and providers is key to moving beyond productivity gains. There are three approaches to collaborative innovation that are highly relevant today. One, going...
beyond local innovation to create greater P&L impact. Two, harnessing provider capability to create service utilities for the buyer’s value chain. Three, collaborating with other players in the buyer-provider ecosystem to create growth avenues.
Many insurers are today considering transformation, enabled by IT and BPO, to address the exponential pace of change. But there’s always the danger of forming structures that cannot be easily...
reshaped. What if the insurer’s needs change tomorrow? The answer lies in building a business model embedded with the capacity to change — based on both what is anticipated and what is not.
The creation of a process utility makes perfect business sense for financial institutions. However, its success will depend on choosing the right kind of utility, taking the right approach, and managing...
internal change. An internal utility — if implemented the right way — holds the promise of delivering significant bottom-line benefits, robust controls, and unified view of risk.
The ever-changing boundaries between technology and process, regulation and innovation, changing customer expectations and company policies, have brought forth...
a milieu of scenarios for businesses. Delve into how customer needs and BPO models may be thought of together — much to the profit of both.
Having moved up the value chain, the business process outsourcing (BPO) industry is abuzz with possibilities presented by newer capabilities and engagement models. While the way forward consists in capitalizing on change, there are many perspectives on the present...
and future of BPO. This point of view brings together people from multiple sides of the BPO ecosystem (buyer, provider and analyst) to share views at the Infosys BPO Colloquium Community.