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Intellectually brave and fact-based insights on transformative strategies, technology and processes
Intellectually brave and fact-based insights on transformative strategies, technology and processes
April 29, 2019
There is a useful framework or construct for activities and issues that are critical to an organization’s success. We call these issues “moments that matter.” By focusing on the activities in moments that matter, an organization can ensure that employees and managers are effective in their jobs; it’s also a way to differentiate between hygiene activities and critical activities. Take [...]
April 29, 2019
by Namita Dahiya, Harsh Kapoor
Offshore-heritage service providers’ cost arbitrage value proposition served them well in the outsourcing industry’s earlier days. But to gain competitive advantage in the digital age, clients’ expectations over the past several years have evolved to include value-add capabilities, innovation, industry-specific expertise and skill-sets, etc. In turn, offshore service providers increasingly lost market share to global service providers that made heavy [...]
April 26, 2019
by Yugal Joshi
Many organizations today treat technical debt like a pariah. They equate it with legacy systems, worry about how subsequent changes will be complex, time consuming, risky, and cost prohibitive, and consider it something that should be avoided in their journey to becoming a digital enterprise. What they do not realize is that the debt is not bad in and of [...]
April 24, 2019
The number of shared services centers is growing, and enterprises are also expanding the size of their existing centers. Why? A key driver is that digital transformation enables shared service centers (also referred to as “Global in-house Centers” (GICs)) to deliver a new wave of business impact to their parent organizations. Digital technologies such as analytics, automation, and other enabling [...]
April 24, 2019
by Rohit Sharma, Manu Aggarwal
Apple’s March 25, 2019, announcement of a physical credit card, called Apple Card, might initially seem like a strange step away from its highly entrenched Apple Pay digital wallet. That Apple and Goldman Sachs partnered on this initiative might also seem odd, as neither operate in the consumer banking space. But when you take a closer look, you realize this [...]
April 18, 2019
Is data really the new oil fueling digital transformation? Absolutely. A company’s ability to make fast-paced, meaningful decisions in a volatile business environment is key to competitive differentiation. Indeed, industry leading enterprises are using data and analytics to adapt to dynamic market conditions, drive continuous innovation, and accelerate the speed of doing business. However, many organizations are struggling in their [...]
April 15, 2019
by Sharang Sharma, Shirley Hung
The contact center industry is changing considerably due to technology enablement. Contact center automation is rapidly becoming a priority as centers increasingly embrace technologies such as artificial intelligence (AI), chatbots, robotic process automation (RPA), and robotic desktop automation (RDA) to handle customer interactions on rote queries like account balances, package tracking, and reservation confirmations. A similar transformation is also taking [...]
April 10, 2019
Organizations around the world have invested millions of dollars on digital transformation initiatives. Yet, many IT leaders struggle to measure how well their companies’ digital investments are performing, and others see just a portion of the ROI picture because they only look at one or two parameters. Here are Everest Group’s two key recommendations for how IT executives should measure [...]
April 05, 2019
A major frustration between business units and their enterprise IT organizations is the issue of employee churn. The same issue affects relationships between enterprise IT and third-party service providers. Let’s look at how a company’s talent model affects whether the results of the IT work are consistent with the needs and desires of the business. Read more in my blog [...]
April 02, 2019
by Bharath M
As we mentioned in our Enterprise RPA Pinnacle report, there are multiple benefits of having an automation CoE: Facilitates best practices and skill development, which eventually help in faster scaling-up Provides structure and governance to the automation program, e.g., clarifies roles and responsibilities of various teams involved Enables optimization of software and license costs Fosters sharing and pooling of resources [...]
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