Moving from Manual Operations to Digital Processes | Market Insights™
April 29, 2019
Organizations are transforming manual operations to digital, automated, and smart business processes to achieve business outcomes
Organizations are transforming manual operations to digital, automated, and smart business processes to achieve business outcomes
CCO market: scale-first versus digital-first models
The rise of digital CCO has created two broad market segments: scale-first CCO and digital-first CCO. The models are not mutually exclusive; regardless of model focus, there will be elements of both, and each will remain viable for providers in the next three to five years.
UK and European banks’ digital banking capability comparison
Leading retail banks in the UK and Europe and key attributes of digital banking leaders
Global In-house Centers Leading the Digital Way
Manufacturing digital Pinnacle Enterprises™ outperform others in 18 evaluation dimensions
Enterprise digital initiatives transitioning from pilot to program: 57% of the enterprises’ demand is firmly around digital technologies in the next 12-18 months. Most enterprises now perceive digital to be indispensable for the firm’s long-term growth and are trying to position themselves as “digital-first” enterprises
Many industry analysts have a theory that digital transformation will happen rapidly. But I don’t believe that. I think it will happen over five to 10 years. While digital adoption grows, we’ll see dramatic consolidation in the IT and business process services markets based on the legacy labor arbitrage factory model. A plethora of arbitrage-based service providers remain in the market.
In 2018, we’ll see that some service providers will be able to transition to digital, but some won’t. Those that don’t manage to change will consolidate. But I believe we’ll even some consolidation among those that make the change to the digital world. We’re starting to see early signs of market consolidation in 2017.
Enterprises are making significant investments to redesign customer experience
Digital investments support value throughout the organization
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