Most automation strategies are failing because they aren't impacting customer experiences. We must broaden beyond the back office...

Most automation strategies are failing because they aren’t impacting customer experiences. We must broaden beyond the back office…

After the recent RPA circus acts, the process automation industry has reached its lowest ebb.  Simply put, dollars were being put behind a value proposition that simply wasn’t realistic – but that doesn’t mean the market doesn’t have amazing potential.  We just need to refocus (and fast) on a direction that is real and sustainable for […]

Three of the original RPA pioneers (left to right):  Some grinning idiot, Pat Geary (Chief Market Maker, Blue Prism) and Jason Kingdon (returning as Executive Chairman of Blue Prism)

Daddy’s back to shape Blue Prism’s technology roadmap for the next iteration of the RPA kingdom

  So almost exactly seven years to the day that RPA was invented, Blue Prism’s major shareholder Jason Kingdon has scratched a huge robotic itch to make a return to active duty leading Blue Prism to drive its AI roadmap as RPA prepares for its rebirth in the industry.  Current CEO Alastair Bathgate (interviewed here), who has overseen the […]

Why going straight to digital from your legacy outsourcing engagement is like buying a Tesla

Why going straight to digital from your legacy outsourcing engagement is like buying a Tesla

As we discussed last week, the 2019 State of Operations data shows a strong appetite from enterprises to dump legacy outsourcing practices and reinvest in operating models that can take them straight to digital. While the desire to invest in an outsourcing model nose-dived from 62% in 2018 to 28% this year, it’s also worth looking at […]

As 47% of enterprises seek to reduce their reliance on outsourcing... we're going straight to digital

As 47% of enterprises seek to reduce their reliance on outsourcing… we’re going straight to digital

It’s taken more than 12 years – ever since the first-ever blog post written right here – but the outsourcing marketing is on the cusp of its most seismic change since the offshore revolution… the majority of enterprises are seeking to pull away from their stale outsourcing relationships and replace people with intelligent cognitive workers […]

Want to survive the AI era? YOU have a simple choice to make...

Want to survive the AI era? YOU have a simple choice to make…

  When it comes to staying relevant in today’s workforce, let’s get to the heart of the matter – YOU have a simple choice to make: Do nothing and be part of the “Frozen Middle”. Decide you can’t be bothered to learn anything new, so make sure your firm has the same attitude (or has […]

RPA is dead. Long live Integrated Automation Platforms

RPA is dead. Long live Integrated Automation Platforms

The biggest problem with enterprise operations today is the simple fact that most firms still run most of their processes exactly the same way as they did 20/30/40 years ago, with the only “innovation” being models like offshore outsourcing and shared service centers, cloud and digital technologies enabling those same processes to be conducted steadily […]

Are call centers cool again?  Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Ever since IBM sold off its Daksh business to Concentrix in 2013, “call center” has been something of a dirty word to traditional service providers and software aficionados alike. Since then, traditional IT services have flatlined as the focus has shifted to digital solutions, where the customer is front and center to emerging interactive (“digital”) technologies. Having that ability to lead […]