The Future of BPO Services: Embrace Automation or Perish

Business processes are notoriously difficult to manage in an outsourced environment. Outsourcing these live, pervasive services—which are critical to customers, suppliers and business operations—has faced more resistance and change management issues than has IT sourcing. It’s no wonder, then, that Business Process Outsourcing, or BPO, has lagged behind its much larger sourcing cousin. But a new age is dawning for BPO, yet not without a few dark clouds of disruption on the horizon. To finally fulfill its promise, the BPO industry needs to wholeheartedly embrace automation, and in my latest blog post, I offer some advice on how.

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About the author

Dinesh is a highly experienced and well-respected advisor in the outsourcing industry with more than 23 years of experience in management consulting and outsourcing. He works with enterprises to craft sourcing strategies, structure and negotiate complex sourcing transactions and design and implement sourcing governance organizations. Prior to joining ISG, Dinesh worked with Infosys and Accenture, where he led large transition programs and consulted on IT strategy and implementations, business process-reengineering and operational improvement programs. He is a published thought leader and a regular speaker at industry conferences. Dinesh manages the ISG India Business.