DXC on Business Process Services

News, trends and technology insights for business process services

Blockchain’s reach will soon go beyond currency and into business processes

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By Wade Funk Blockchain is already the darling of the press, and it seems clear that it will play an evolutionary – and maybe even revolutionary – role in the coming years of our collective digital transformation journey. Still, we’ve all got a lot to learn (myself included!) about this distributed ledger technology. What exactly […]

Want to realize the potential of automation? Focus on an empathetic experience

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by Nelson Wahrhaftig There is significant hype in the market about automation and robotization. Terms such as virtual agents, virtual assistants, cognitive agents, robots and chatbots are present in almost all conversations inside and outside the corporate realm. Articles about the potential for automation and humanoid-style robots appear frequently in all forms of media – […]

Why we renamed our BPO business, and why we might have to do it again soon

by Bob Law During a recent meeting, I was going through our site capacity and labor cost and turnover figures, forecasting the impacts of further automation on our sites and teams, when I drifted off into one of those “remember when” moments. I began to recall the strategies that, long ago, drove our vision of […]

Digital transformation: Achieve continuous improvement with BPM

by Sidnei Falcão I have observed in recent years that digital transformation has been radically changing peoples’ day-to-day work environments and companies’ business scenarios. These transformational developments span social media, 3D printers, Internet of Things (IoT), nanotechnologies, robotics and artificial intelligence, among others. Having worked with methodology and tools for business process management (BPM) since […]

Future-proof finance and accounting with these five digital innovations

by Sam Victor The role of finance and accounting (F&A) is changing rapidly, and with that change comes growing recognition of the opportunities presented by evolving digital technologies. Previously focused on number crunching and reporting profitability, F&A is now playing a larger role in the growth of the business — driving a better customer experience […]

Less is more: Minimal effort is the new measure of the “always-on” customer

by Els Van Hauwermeiren Today’s world is one of too much: too much work to do, too many communication streams and too much information. We are striving to keep up, but inevitably we’re falling behind, sometimes leaving us with a nagging sense of failure that is hard to shake off. We feel overwhelmed by “busy-ness” […]

Digital labor and intelligent automation: The impact on the workforce behind the hype

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by Brenda Byrd Digital labor and intelligent automation offer compelling business benefits that include cost reduction, increased accuracy, ability to scale and consistency. While these well-deserved benefits are undeniably impressive, the real impact at the workforce level on service providers, businesses, clients and talent retention is still emerging. Behind the hype is uncertainty around the […]

From agents to chatbots: Techno-savvy customers force the “revolution”

by Roger Laughlin Times have changed.  In the 70s, 80s and 90s people wanted the fastest way possible to speak to an agent.   Today, for me anyway, talking to an agent is my last resort.  Give me a good website with the information I need.  If I need additional help, give me a chat window […]

How to introduce advanced engineering techniques into your application development process

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by Stan Leong and Dar Suy If your organization’s back-office business processes need serious engineering help, you’re not alone. Many enterprises have processes that no longer execute as designed, requiring time-consuming and costly manual adjustments and corrections. Other processes have grown so complex that they’re causing bottlenecks. Your organization may also be generating huge amounts […]

How to deploy agile process automation to simplify your back office

By Dick Steiner If your organization is like many, your back-office business processes need help. Some of these processes may no longer be executing as designed, requiring time-consuming (and costly) manual adjustments and corrections. Others may have grown over time to become so complex, they’re actually bottlenecks. Fortunately, a new approach to process automation can […]