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The Challenge of Automation

Whether the ultimate goal is to win over new customers or make the back office more efficient, enterprises are searching for ways they can gain from the benefits of automation. This means the large IT and BPO service providers so many of these enterprises count on must shift their focus away from their existing offerings to expand capabilities in automation and digitization. Two substantial hurdles make this a slow process for service providers: 1) the risk of cannibalizing existing services, and 2) the hard work of changing cultural norms. I recently published an article about the challenges some service providers are facing in the new digital world. Read Turning the ship toward automation on here.

About the author

Through his involvement in hundreds of global outsourcing initiatives, Esteban has developed unique insight and the ability to ask the right questions to set an organization on the correct transformation path. He advises organizations on issues of digital transformation and global service delivery, leveraging his deep understanding of business strategy to help align their initiatives with their vision. Esteban brings international experience to his clients, having lived and worked on four continents, and a passion for the opportunities of globalization and specialization in the industry. He leads ISG’s Energy, Life Sciences and Healthcare practice, as well as the Latin America region and is the author of the blog Informed Outsourcing.