DXC on Business Process Services

News, trends and technology insights for business process services

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 […]

Unlock your business processes using a powerful combination of robotics and AI

By Dick Steiner When it comes to business processes, what you can’t see can hurt your organization. And what you can’t see turns out to be a lot. In the normal course of operations, every business generates a huge amount of what’s known as “dark data.” This data, generated by core business systems, is normally […]

New digital world, new pricing models: Time to get relevant – fast!

By Nuria Mor Service delivery models are experiencing significant changes due to the introduction of disruptive technologies such as robotics process automation (RPA) and artificial intelligence (AI). Now, in the digital era, is the time to transform the way business process services are delivered, including new ways to contract with clients to better share risks […]

Catching up to ambition: What is your automation agility aspiration?

By Lisa Vincent-Morrison Business process automation always starts with the customer. Customers are at various stages of their digital transformation journey, particularly with regard to their business processes. They are seeking that different, innovative prioritization of what brings speed to value. Aren’t you? Historically, business process services (BPS) and outsourcing were rather transactional. BPS handled […]

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 […]