BPO has been a part of the shared services story since it began. But what chapter are we in now? Automation and AI have disrupted traditional contracts and most companies don’t want to give it all away. This discussion will focus on the evolving outsourcing landscape and address: 

• When to use an outsourcer vs. Software 
• What does business continuity look like when working with a BPO during a geopolitical crisis?  
• The impact of remote work and the gig economy on outsourcing models 

Two years into the Generative AI experiment and what does shared services have to show for it? Realizing its full potential requires a strategic approach that addresses critical challenges like data quality, infrastructure issues and having upskilled talent. This session will demystify the journey from data to value and will broach:  

• The foundational elements of success that will stop a GenAI strategy cold if not present 
• Common hurdles like technical debt and cost constraints while trying to maximize ROI 
• The build vs. buy dilemma and when to invest in in-house capabilities and when to leverage external solutions 
• Real world use-cases that illustrate GenAI’s impact across industries