BPO and Outsourcing Partners have been a critical part of the Shared Services and GBS ecosystem. There are many factors to take in to account when it comes to choosing the right partners and models. The pandemic has shone a light on how important a true partnership is during disruptive and uncertain times. This session will look to share experiences and key success factors for driving transformational outcomes from your BPO partnerships:

·       Understanding the business objectives and selecting the right service delivery model accordingly

·       Examining the systems, processes and data required to make sure they are fit for purpose

·       How to leverage BPO partners to drive end-to-end process efficiency

·       How do you expand into cutting-edge services around big data, analytics and other innovative solutions?

·       Developing and shaping centers of excellence to build capabilities

Re-inventing operations is a key strategic imperative for many organisations. Intelligent Operations provides a framework and methodology to re-invent operations by assessing the maturity and understanding the capabilities that drive the maturity. This is important to realise 360-degree value (efficiency, experience and effectiveness). Our session’s objective is to share our experience of driving similar journeys across clients and also understand and share learnings from our panel member’s own transformation journey.