DXC on Business Process Services

News, trends and technology insights for business process services

The waves of payment transformation

By James Georgiou The Global Payments landscape has seen a seismic change in recent years. We have witnessed large shifts from the traditional model due primarily to the digital and technological revolution that is happening all around us. The increased adoption of smartphones and wearable technology, coupled with the changing nature of consumer expectations, has […]

Cards & Payments: Time to “evolve or die”

By Paul Sweetingham The cards and payments (C&P) industry is entering a fundamental shift in the way consumers interact with their financial institutions and retailers. The move away from cash to electronic transactions continues to gather pace. The UK Cards Association1 has reported a year-over-year growth in card payments of 6 percent, with a 16 […]

Virtual assistants: right move, right reasons

When I talk with clients about implementing virtual assistant technology, their initial questions revolve around cost saving. “How can I save money by ‘deflecting’ calls to a virtual assistant?” Cost savings are a critical business outcome, but that’s not the optimal approach. Virtual assistant technology is not a cost savings exercise. It’s a transformative change […]

Recipes for CX engagement on the fly

Amazon’s Alexa knows my playlist content, she curates it and gets it right 90 percent of the time. Waze handles a 50-fold traffic increase on my local roads during apple-picking season, suggesting optimal driving routes to each visitor based on a combination of predictive models. Apple’s Siri analyzes thousands of movie showings and recommends the […]

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 […]