1. Using technology to re-invent business process services

    The wind of change is blowing through the business process outsourcing (BPO) services industry. The days when technology simply supported a service provider’s delivery as an underlying platform are numbered. Instead, the focus is on technology as a key part of service delivery, not only supporting services but also delivering far-reaching efficiencies, enhancements, modernisation and business outcomes. We are already seeing examples of buyers doing this for themselves.

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