To enable the growing adoption of automation, CCO providers are offering more advanced analytics options to their clients. Investments in predictive and prescriptive analytics now make up more than half of all analytics investments.
Adoption of analytics in MSP varies by type of analytics and insight. While adoption is on the rise, there is still a way to go
The share of digital services in new outsourcing deals doubled in the last three years
While the cards market has always been a money-maker for card issuers, the market is starting to change – the payments landscape is rapidly shifting as alternate payment methods come into the market. These factors, and more, are taking a toll on card issuer profitability.
Multi-channel vs. omni-channel customer experience: solution characteristics
Service delivery automation, analytics, cognitive and machine learning, cloud computing, mobility
Changing talent and service delivery models are forcing enterprises to review and redefine their location portfolios
As the market reaches labor arbitrage maturity, buyers are increasingly looking to next-generation solutions to improve performance
Maps enterprises’ technology investment priorities along two axes: priority and impact timing
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