In this session you will hear the ISG EMEA BPO practice leadership’s insights into what lies ahead for BPO. For many organisations, this mature jewel in the crown of the outsourcing industry’s capability has been somewhat neglected.  

However, continued rapid evolution of digital solutions and the advent of GenAI means that time is running out for those companies that have pursued a traditional operational excellence strategy in business operations. Many will soon be faced with no choice other than to pivot away from a singular process excellence mindset and make a realistic assessment of where they will find the capabilities they need to deliver on digital promise and emerge from the back office into the value-adding and business-outcome-impacting functions their organisations increasingly expect them to be. 

Join us and explore how we, as industry leaders, can advise and influence the next generation of enterprise function leaders on how to leverage the richness of capability that crafting intelligent and contemporary service partnerships can bring, and how service providers will need to be willing to embrace ever shape-shifting identities to appeal to these next generation client demands.