DXC on Business Process Services

News, trends and technology insights for business process services

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 […]

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 […]