DXC on Business Process Services

News, trends and technology insights for business process services

What is RPA and what does it mean for the OTC process?

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Having more information at our disposal means that we’re able to make better business decisions. But there’s another outcome we’re discovering as well: As data grows, business processes multiply and expand. That’s because more data enables organizations to track, measure, report and audit more business facets than ever. And often, that added work includes mind-numbingly […]

Modernize your order-to-cash processes with digitisation and automation

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Finance managers are at a crossroads. They want to lower costs, boost efficiency, and improve the cycle times of their order to cash (OTC) processes, but there’s no single path to achieve those goals. Should they stick with what they’ve got and wait for incremental updates, adding third-party bolt-ons wherever they can? Or should they […]

5 things you need to do to scale robotic process automation

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Raise your hand if you have deployed one or more robots in your operations. Good. Now raise your hand if you have deployed one hundred or more robots. Not there yet? No worry, as that is currently the situation in most businesses. With robotic process automation (RPA) pilots almost everywhere, creating industrial scale has emerged […]

Is human-centered design at the heart of your customer experience? It should be.

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Digital technologies are impacting every aspect of our lives, and companies have no choice but to transform and adapt. To earn customer loyalty and respect, we are expected to meet customers’ needs at every interaction. At the same time, it has become increasingly difficult to innovate effectively to meet those needs in today’s complex and […]

The customer experience trends most likely to shape the industry in 2020

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We know business today is changing faster than ever. A few years ago customers made purchase choices based on the flyers they found in their mailboxes. They also felt more loyalty towards brands, partly because it was both difficult and time consuming to switch from one to another. Those days are over. Today’s ‘intelligent’ customers […]

8 ways blockchain will change finance & accounting

Blockchain is rapidly evolving from hype to high-value technology with real-world applications in business. In 2017, blockchain began making its way onto the roadmap of business process services. Now it is emerging in full operational deployments and disrupting fundamental business processes related to buying and selling and converging into mainstream accounting technology used to record […]

Improve customer engagement and loyalty with digital twins

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Although our business process services view of the world tends to be focused on point-in-time transactions like the card swipe, there is an opportunity to learn from manufacturing organizations that are benefiting from the use of “digital twins” of real-world equipment as a way to sustain customer engagement. Manufacturers of equipment such as turbines have […]

Robotic process automation: You might be doing it wrong

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Robotic process automation (RPA) has the potential to save companies significant amounts of money by shifting mundane, repetitive tasks, such as data extraction or data translation, from humans to robotic software agents.  In fact, the McKinsey Global Institute estimates that half of the activities that workers are currently paid $15 trillion in wages to perform […]

Hybrid digital workforce: The future way of working

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There is huge focus in the business process services (BPS) industry on using robotic process automation (RPA) and artificial intelligence (AI) to create a hybrid digital workforce to drive increases in productivity and add value, but what does this actually mean on the ground? According to published findings, a third of global jobs may be […]

3 tips to consider when automating the customer experience

I attended this year’s Customer Contact Week in Las Vegas and left with a different takeaway than anticipated.  Across multiple discussion groups and conversations with participants it’s clear customer experience professionals believe “automation is here.” Many attendees expressed urgency to move forward.  However, this excitement was countered in equal measure by uncertainty and reluctance. Perhaps […]