Kevin S.Parikh, Global CEO & Senior Partner, Avasant
The digital world is starting to witness a mind numbing explosion in innovation. Led by such innovation, smart and intelligent systems continue to change the basic tenets of human interaction. So much so that, there is a new partnership evolving between humans and these extraordinary technology systems. The scale and impact of the innovative disruptions are creating equal opportunities for all that go beyond just favoring the economically advantaged. To ride this wave of opportunities, organizations are building solutions to attract and maximize the lifetime value for customers. Disruptive technologies like social, mobile, analytics, and cloud are revolutionizing the way companies are working and delivering services to their customers. With the newfound technology possibilities, most companies are planning to move away from stopgap technology fixes to enterprise level transformation in their business processes.
As the new technology tools and platforms go mainstream, many organizations lag behind due to lack of in-house capabilities to take advantage of these technologies. Companies have not always kept pace with the rate of digital innovation and may not have the necessary internal skills for redesigning processes, automating, implementing, and monitoring them. This presents a major capability challenge where companies are not able to take advantage of the digital opportunities available to them by the current technologies.
This is where outsourcing has a crucial role to play in ensuring the success of the digital narrative of a company. As businesses are setting new metrics of success for themselves in the digital economy, service providers are also reinventing and repurposing their offerings to help their clients meet the new challenges Avasant of changing technologies, customer expectations, and competitive forces. Through the development of new capabilities in emerging technology areas, service providers are now evolving from traditional cost savings propositions to business transformation offerings that help companies reach their strategic goals. Service providers are helping companies realize their business outcomes through a multitude of outsourcing engagements, such as providing cloud-based service delivery, analytics-based decisionmaking capabilities, conducting social outreach programs, or developing mobility-enabled workforce solutions.
Additionally, they are enabling companies to disaggregate the mutually re-enforcing technologies like social, mobile, analytics, and cloud to implement them independently as per the maturity levels and requirement of different enterprises.
As enterprises transition to the cloud, service providers are realigning their business models. Most service providers are offering a portfolio of cloud platforms and services that enable companies to build, manage,and consume workloads in ‘as-a-service’ environments.
Services around social media strategy, content creation, geo specific targeting, reputation monitoring, community growth, site audits, and ROI tracking are offered by service providers to set up and create a two-way conversation between the company and its customers. There fore, they are able to create opportunities for companies to connect with their current and potential customers through outsourced social media engagements.
Managed mobility services are on a rise with service providers offering end-to-end solutions around device deployment and logistics, expense management and order provisioning, managed Wi-Fi services, and help desk and consulting services. Operating system providers like Google, Apple, and Microsoft have strengthened their mobile security features for enterprise usage. This has made mobility outsourcing easier than ever before as service providers have got rid of security concerns of enterprises.
Through research and analytics outsourcing, service providers have a suite of services from simple data management to advanced and predictive business intelligence that result in increased operational improvements, enhanced risk management, cost optimization, and revenue enhancement.
Automation is changing the face of outsourcing in a big manner. With advent of advanced text and voice recognition analytic tools like IBM Watson, service providers are moving away from resource based level 1 and level 2 support to automated, intelligent, and interactive systems. While this means loss of opportunity through depletion of low value work at offshore locations, it also means shifting of high value work to the locations that have greater deal of context about their clients’ businesses. Service providers are moving away from their age-old resource-based delivery models to capability development in high value services.
In his book ‘The Digital Age,’ Eric Schmidt estimates that over, five billion people will join the Internet in the coming decade. How will they change the future? What will organizations do to reshape them selves around digital initiatives? More importantly, for the outsourcing industry, and us how will the service providers transform them selves to provide services of the future? These questions make the technology industry an exciting place to be. Despite the challenges, companies are embracing digital as the source for next generation of business opportunities that have the ability to create sustainable development and positive impact for the world around us. To stay ahead, the outsourcing community is positioning itself for a dynamic transformation that is just waiting around the corner.