DXC on Business Process Services

News, trends and technology insights for business process services

Personalization at global scale

by Teakaau Piho It’s a conundrum that faces every global brand. We live in the age of the enlightened buyer — he or she calls the shots. Consumers want products and services tailored to their specific preferences, and expect to be delighted by every brand experience. Global brands must respond to remain relevant, but they […]

Client conversations – Is anyone listening?

by Tim Szymanski Like so many in the business process services community, I am excited to be part of the customer experience (CX) revolution. Our industry plays an important role in recognizing—and improving—inflection points across the customer journey. When companies invest in an exceptional CX, everybody wins. As Forrester reported in 2016, CX leaders outperform […]

Outcomes-based pricing: Done right. Win deals.

cloud market 2016 CSC Blogs

The potential for outcomes-based pricing has become a primary area of focus for business process services (BPS) commercial contracting. Clients and outsourcers alike have a keen interest in exploring how to make this approach work. Done right, this can be a differentiator in a winning deal, with benefits accruing to both parties. However, the majority […]

Automation and customer service — so perfect together

The digital transformation that modern society is going through has fundamentally changed customer expectations. What was once acceptable as a customer experience in most cases will no longer suffice. Expectations have been elevated and will never come back down. As a consumer, once Amazon started giving me same-day free delivery and precise preference recommendations, how […]

Moving F&A into the Digital Age

By Thomas Dobis, Global F&A Lead, BPS Outsourcing Services Virtually all businesses today are going through a period of digital disruption. This disruption offers many benefits, but it can also wreak havoc on the competitiveness of companies that fail to transform their processes in the face of accelerating change. Nowhere is this truer than in […]

Have you gone MA&D?

Judging by the title of this article, you may wonder what this is. Welcome to the world of mergers, acquisitions and divestitures (MA&D). With the current low cost of capital, continued globalization and thriving technical innovation, MA&D have become strategic hotbeds for companies looking to become more competitive in the market and deliver value to […]

BPS: The time to start the conversation is now

Conversation

A recent article on Forbes highlights the difficulties of funding multiyear digital journeys today. We see real-life examples with most of our customers and prospects: A retail conglomerate decides to divest some of its brands, and its multi-year investment in e-commerce immediately risks losing economies of scale A power utility opens green plants, and its […]

Labor Arbitrage 2.0: Is It Still About Process Improvement?

This week you’ll likely read at least one article on how the business process services (BPS) industry is undergoing substantial labor arbitrage through the deployment of robotic process automation (RPA) and other automation technologies. The undertone of these articles tends to tie the value of automation to reducing labor costs. Those who have a longer […]