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Events


RPA & AI Summit | November 27 – 29, 2017 | ExCeL London, One Western Gateway, Royal Victoria Dock, London E16 1XL

CCAP: The Future of Customer Experience | October 11 -12, 2017 | Shangri-La’s Boracay Resort and Spa, Boracay Island, Philippines

PAST | IAOP RPA 17 | September 15, 2017 | New York Marriott Downtown, 85 West Street at Albany Street, New York, NY 10006

PAST | Imagine Experience | September 6 – 7, 2017 | Vivanta by Taj Hotel, Yeshwantpur, Bangalore

PAST | Leveraging Digital Technologies in a Disordered World |  July 6, 2017, 3:30 pm – 7:30 pm | Members Room at the ICAEW, One Moorgate Place, London EC2R 6EA

PAST | On Point | Summit, New World [Dis]Order: Managing in Turbulent Markets  | May 17-18, 2017 | Watergate Hotel, Washington, DC


Webinars & Virtual Roundtables



Executive Viewpoints



Published Reports


Application Modernization Services – PEAK Matrix™ Assessment and Market Trends 2017: “Think Digital, Rethink Modernization”, by Chirajeet Sengupta, Yugal Joshi, Gunjan Gupta, and Siddharth Muzumdar

Artificial Intelligence in Global Services – State of the Market Report – 2017, by Sarah Burnett, Amardeep Modi, and Shailee Raychaudhuri

Brexit, GDPR, and Digital Winds of Change: Disruption or Transformation of Service Delivery to the United Kingdom and Ireland?, by Anurag Srivastava, Akshay Pandita, and Rajat Tewari

Evolution of Annuities Market in the Digital Age, by Anupam Jain, Skand Bhargava, Saurabh Verma, and Somya Bhadola

The Rise of Medicare Advantage, by Nitish Mittal and Mayank Thakur

 Enablers – State of Application Programming Interface (API) Adoption in Banking: The Open Banking Revolution, by Jimit Arora, Ronak Doshi, Aaditya Jain, Archit Mishra, Tarun Kumar, and Priyakansha Paul

Chatbots Delivering Enhanced Customer Experience: It’s Easy to Get It Wrong, by Sharang Sharma, Skand Bhargava, and Katrina Menzigian

Philippines Pivoting to Deliver Customer Experience of the Future, by H. Karthik, Katrina Menzigian, Skand Bhargava, Prashray Kala, and Vani Oswal

Top 20 Automotive Trailblazers: The Value Chain Disruptors, by Chirajeet Sengupta, Ronak Doshi, H. Karthik, Abhishek Gupta, and Mayank Maria

Digital Services – PEAK Matrix Assessment and Market Trends 2017: “Redefining Customer Experience with Digital”, by Chirajeet Sengupta, Yugal Joshi, Gunjan Gupta, and Koshika Sood

EU GDPR: Is There a Silver Lining to the Disruption?, by Eric Simonson, Julian Herbert, Anurag Srivastava, and Chirag Bhatia

United States Shared Services Landscape – Facing Digital Winds-of-Change in a Tight Labor Market, by Sakshi Garg, Manu Mehndiratta, and Ankit Pandey

How Good are CCO Providers in Providing Digital Customer Experience – Buyers’ Perspective, by Katrina Menzigian, Skand Bhargava, and Marut Taneja

Delivering Omni-Channel Customer Experience, by Jayapriya K. and Katrina Menzigian

Simpler, Smarter, and Seamless Capital Markets – The Digital Revolution: Capital Markets ITO Annual Report 2017, by Jimit Arora, Ronak Doshi, Aaditya Jain, Archit Mishra, Tarun Kumar, Priyakansha Paul

Banking BPO Annual Report 2017: Disruption Does Not Discriminate – Banks Embracing Digital to Stay Relevant, by Anupam Jain, Manu Aggarwal, and Nikita Jindal

Future of Banking – “Experience First”: Banking ITO Annual Report 2017, by Jimit Arora, Ronak Doshi, Aaditya Jain, Archit Mishra, and Tarun Kumar

The Future of HR Services – An Employee-Centric, Digital-First Approach, by Anil Vijayan and Harsh Kundulli

Digital Force Multiplier – A Cloud Adoption Story in Banking and Financial Services: Public Cloud First, by Jimit Arora, Ronak Doshi, Aaditya Jain, Archit Mishra, Tarun Kumar, and Priyakansha Paul

IT Security Services – Market Trends and PEAK Matrix™ Assessment: “Security – The Biggest Digital Insecurity”, by Chirajeet Sengupta, Yugal Joshi, Ashwin Venkatesan, Bharath Reddy, and Mukesh Ranjan

Digital Rotation in Banks – The Next Frontier, by Jimit Arora, Priyakansha Paul, and Ronak Doshi

Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them, by Katrina Menzigian, Skand Bhargava, Jayapriya K, and Marut Taneja

Talent Model and Location Hotspots for Service Delivery Automation (SDA) Center of Excellence (CoE), by Anurag Srivastava, Sarah Burnett, Hrishi Raj Agarwalla, and Amardeep Modi

Reimagining Location Strategy Due to Increasing Agile/DevOps Adoption, by Siddharth Muzumdar, Salil Dani, H. Karthik, and Akshay Pandita

Impact Of Brexit On The UK Contact Center Market – The Only Thing Certain Is Uncertainty, by Katrina Menzigian, Anurag Srivastava, Skand Bhargava, Parul Jain, and Sharang Sharma

Enterprise Bots Adoption, by Yugal Joshi and Siddharth Muzumdar

Trade Finance of the Future, by Anupam Jain, Manu Aggarwal, Ronak Doshi, and Robin Jain

Design Thinking: Innovation Catalyst for Digital Transformation, by Chirajeet Sengupta, Yugal Joshi, Gunjan Gupta, and Adil Syed

Mexico IT-BPM Industry: Maintaining Competitiveness Amidst Uncertainty, by Salil Dani and Namita Dahiya

Automation in IT Application Dev-Test – Market Update and PEAK Matrix™ Assessment for Solutions: “Cognitive Paving the Way to Smart Automation”, by Chirajeet Sengupta, Yugal Joshi, Gunjan Gupta, Koshika Sood, Siddharth Muzumdar, and Alisha Mittal

Designing Products in the Age of Human-Machine Nexus for the Global Connected Ecosystem, by H. Karthik, Chirajeet Sengupta, Ronak Doshi, Abhishek Gupta, and Mayank Maria

Can Hybrid Sourcing Constructs Define the New Global Sourcing Paradigm?, by H. Karthik, Sakshi Garg, and Mansi Mahajan

Betting Big: Amazon Leveraging Digital to Transform the Grocery Industry, by Eric Simonson and Gunjan Gupta

Using Blockchain to Address Interoperability Concerns in Healthcare, by Nitish Mittal and Mayank Thakur

Accelerating Digital in P&C Insurance to Weather the Perfect Storm of Uncertainties, by Barbara Beller, Skand Bhargava, and Mauricio Romero

Innovation in Pharmacovigilance (PV): How to Spend Smarter Not Higher?, Manu Aggarwal and Ankur Verma

InsurTechs Envisioning the Future of Insurance – Top 40 Trailblazers, by Jimit Arora, Ronak Doshi, Aaditya Jain, Archit Mishra, and Tarun Kumar

FinTechs in Payment: Top 40 Trailblazers, by Jimit Arora, Ronak Doshi, Aaditya Jain, and Archit Mishra

R2R Technology: Enabling a New Level of Effectiveness and Efficiency, by Megan Weis, Vikas Gujral, and Vishwas Saxena

Top 20 IOT Trailblazers: Startups Crossing the Chasm, by Chirajeet Sengupta, Yugal Joshi, Gunjan Gupta, Alisha Mittal, and Koshika Sood

Pushing the Dial on Business Process Automation, by Sarah Burnett and Amardeep Modi

Finance of the Future, Rajesh Ranjan, Megan Weis, and Vishwas Saxena

Impact of Changes to H-1B Visa Program on Service Provider Margins, by H. Karthik, Salil Dani, Ankit Goyal, and Shailee Raychaudhuri


Press Releases



Blog | Sherpas in Blue Shirts


NOVEMBER 2: Omnichannel CX: Conquering the Challenges, by Jayapriya K. and Katrina Menzigian

OCTOBER 23: CCO Service Providers Missing Mark on Digital Pivot, by Marut Taneja and Skand Bhargava

OCTOBER 17: Could RPA and AI Save GDPR Laggards from Hefty Fines?, by Sarah Burnett

OCTOBER 16: Chatbots are Getting Smarter, and That’s Good News for Contact Centers, by Sharang Sharma, Katrina Menzigian, and Skand Bhargava

OCTOBER 11: Video: Why a Digital Project Isn’t Digital Transformation/2017-10-video-digital-project-isnt-digital-transformation-sherpas-blue-shirts-42328.html/, by Cecilia Edwards

OCTOBER 9: Driving Success in Your Automation Center of Excellence, by Hrishi Agarwalla and Anurag Srivastava

OCTOBER 4: The Equifax Data Theft: What if GDPR were in Force?, by Anurag Srivastava and Chirag Bhatia

OCTOBER 4: CX and the Philippines: An Evolving Value Proposition, by Katrina Menzigian and Skand Bhargava

OCTOBER 4: Digital Transformation: Is Design Thinking Failing us? No, We Are Failing It, by Yugal Joshi

SEPTEMBER 28: Impact of Digital on Outsourcing Contract T&Cs, by Rahul Barwe

SEPTEMBER 22: The Impact Of Leaders’ Transformation Knowledge Gap, by Peter Bendor-Samuel

SEPTEMBER 18: Designing an Engagement Model for the Contact Center of the Future, by Skand Bhargava and Marut Taneja

SEPTEMBER 11: The impact of automation collapsing enterprise IT, by Peter Bendor-Samuel

SEPTEMBER 6: Digital Transformation: the Future of SDLC is not DevOps, it is “no SDLC”, by Yugal Joshi

AUGUST 29: Heralding the Robot Revolution in Human Resources!, by Harsh Kundulli

AUGUST 28: Indian Service Providers Coming to Grips with Talent Challenges in the Digital World, by Peter Bendor-Samuel

AUGUST 28: Driving Change In A Global Company, by Peter Bendor-Samuel

AUGUST 16: Why Invest in Artificial Intelligence (AI)?, by Amardeep Modi

AUGUST 15: When And How A Digital Transformation Opportunity Appears, by Peter Bendor-Samuel

AUGUST 9: What the Global Services Industry Can Learn from 17th Century Firefighters, by Julian Herbert

AUGUST 4: Ordering a Pizza in Today’s Global Connected Ecosystem, by Abhishek Gupta

AUGUST 3: Three reasons why innovation and technology pilots often don’t succeed, by Peter Bendor-Samuel

JULY 27: The Key To Achieving Breakthrough Performance, by Peter Bendor-Samuel

JULY 25: Signs of Structure in a Disordered Global Services World?, by Anurag Srivastava

JULY 20: RPA and BPM – The Twain Shall Meet after All, by Sarah Burnett

JULY 18: Explainable AI? Why Should Humans Decide Robots are Right or Wrong?, by Yugal Joshi

JULY 14: Impact of organizational fatigue on digital transformation initiative, by Peter Bendor-Samuel

JUNE 29: IT faces conflicts in realities of digital world, by Peter Bendor-Samuel

JUNE 28: What Matters Most for Success In Using An Incubator For Blockchain Or Other Innovative Technology?, by Peter Bendor-Samuel

JUNE 26: How Digital Transformation Skyrockets Lean Six Sigma In Impact, by Peter Bendor-Samuel

JUNE 22: Budgeting Is A Big Constraint In Digital Transformation, by Peter Bendor-Samuel

JUNE 21: In Digital, What was Context Now Becomes Core, by Peter Bendor-Samuel

JUNE 19: Repositioning For Digital: Four Keys To Success, by Peter Bendor-Samuel

JUNE 19: Is Big Bad? Two Sides of the Coin for Scaled-up BPS Providers in the Digital-First World, Rajesh Ranjan

JUNE 13: How DevOps changes the delivery of IT functions, by Peter Bendor-Samuel

JUNE 8: The Dichotomy of Current and Future Offshore/Nearshore Delivery Locations, by Gargi Verma and Akshay Pandita

JUNE 5: Blockchain-enabled “Smart Contracts” Solve Problems in Administering IT Ecosystem Services. by Peter Bendor-Samuel

JUNE 1: Why a Hackathon May not be a Good Strategy for Your Company, by Peter Bendor-Samuel

MAY 25: Are Offshore-heritage Service Providers “H-1B Visa Abusers” or “Sitting Ducks”?, by Sakshi Garg

MAY 24: Reimagining Global Services: How to get MORE out of Technology, by Chirajeet Sengupta

MAY 23: Software Eats World, AI Eats Software … Ethics Eats AI?, by Yugal Joshi

MAY 22: Which Way are the Winds of Change Blowing in the Global Services Industry?, by Gargi Verma

MAY 19: Bitten by the Blockchain Bug, by Peter Bendor-Samuel

MAY 18: How to Successfully Fund Your Enterprise Innovation Initiative, by Cecilia Edwards

MAY 18: How Donald Trump May Save the India-heritage Outsourcing Firms, by Marvin Newell and Peter Bendor-Samuel

MAY 18: Why Anticipated Value From Digital Implementation Often Disappoints, by Peter Bendor-Samuel

MAY 17: What Pain will You Experience if the AHCA Bill Becomes Law?, by Naman Sharma and Manu Aggarwal

MAY 16: A Fundamental Flaw in Approaching Digital Transformation, by Peter Bendor-Samuel

MAY 15: Reimagining Global Engineering Services – a Hierarchy of Needs, by Chirajeet Sengupta

MAY 10: Indian Service Providers Making Difficult Choices and Laying Off Workers, by Peter Bendor-Samuel

MAY 4: Regulatory Changes Drive Digital Disruption, by Peter Bendor-Samuel

MAY 4: Marginal Margin Impact from H1-B Visa Reforms? Maybe Not, by Shailee Raychaudhuri and Salil Dani

MAY 2: Trump-type Protectionism Threatening Global Services in APAC, by Rohitashwa Aggarwal, Sakshi Garg, and Alok Singh


In the News


NOVEMBER 9: BPM companies told English fluency ‘won’t make the cut anymore’

NOVEMBER 9: BPO firms eye reskilling as AI may lead to job loss 

NOVEMBER 3: Stand back – you’re about to get splashed! The impact of digital on global services

OCTOBER 27: What IT industry could learn from the disruption that automation brings

OCTOBER 25: Financial experts predict value-based care will drive more than half of health IT spending by 2025

OCTOBER 23: Why design thinking is key to efficient innovation

OCTOBER 10: US Manufacturing | The Reshoring Is Real, The Jobs Are Not

SEPTEMBER 22: Offshored Information Technology jobs may not return home

SEPTEMBER 7: How Digital is Disrupting Today’s Outsourcing Contracts: Don’t Get Distracted by the Marketing Numbers

SEPTEMBER 5: BPO firms remain unfazed by rise of smart machines

AUGUST 29: A Center of Excellence (CoE): The Key to Leveraging the Benefits of Service Delivery Automation (SDA)

AUGUST 17: EXCLUSIVE-Hit by slowing growth and automation, IT industry has started sacking freshers

JULY 18: The Reasons Firms Are ‘Reshoring’ Jobs Go Beyond Trump’s ‘America First’ Doctrine

JULY 17: FinTech Food for Thought: How Payment Technologies Are Disrupting the Food Industry

JULY 14: IT Firms Expand Operations As Demand For Digital Services Soars

JUNE 20: IT is a worry! Headhunters see more than 90% jump in mid-level tech resumes

JUNE 13: India’s Tech Firms Face Fundamental Shift from IT to More Advanced Tech

MAY 27: Already grappling with automation & protectionism, IT jobs have a new threat: Unions

MAY 15: Trump’s ‘Hire American’ Rhetoric is Stalling Global IT Services Sector

MAY 1: Robotic Process Automation Market Poised for Explosive Growth