Capgemini’s recent announcement of its intent to acquire WNS for $3.3 billion represents more than just consolidation in the business process outsourcing (BPO) space. This deal reflects a decisive shift in the industry: The traditional, labor-intensive outsourcing model is giving way to intelligent, AI-powered service delivery. In today’s BPO market, AI is no longer a differentiator; it’s the foundation for staying relevant.

The AI Disruption: A Tectonic Shift In BPO

We know that AI is fundamentally reshaping the BPO landscape. But what exactly is changing? What began as a gradual evolution — intelligent document processing, predictive analytics, conversational AI — has accelerated into full-scale transformation. Agentic AI and autonomous workflows are redefining the very nature of outsourced work. Legacy BPO providers, built on the promise of service delivery excellence, are now struggling to keep pace. Operational strength is table stakes. Siloed AI and analytics initiatives deliver incremental value, but they fall short of creating transformational experiences.

In contrast, modern BPO providers are becoming strategic partners. They help clients unlock value through real-time insights, data-driven decision-making, and AI-powered services.

A Broader Industry Movement

Capgemini’s move is part of a larger trend. Leading IT and BPO service providers are racing to build AI-first offerings. IBM acquired Neudesic to strengthen AI and cloud capabilities. Accenture acquired Analytics8 and Sentelis to boost its data and AI consulting capabilities. Tata Consultancy Services and Infosys have also doubled down on AI investments, embedding machine learning and automation into their delivery models.

BPO service providers are also expanding their AI footprint through acquisitions and partnerships. Concentrix acquired VoiceWorx.ai, a conversational AI platform, and BlinkCX, a customer experience consulting firm, to expand its iX product suite. Movate acquired Prescience, a data science company, to bolster its data and AI services. Teleperformance (TP) recently partnered with Sanas, an AI-powered accent softening technology. These moves reflect a clear trend: BPO providers that fail to evolve into AI-first service providers risk irrelevance.

How Do You Respond To These Changes And Identify Partnerships For This AI Future?

While many enterprises are embracing AI-first delivery models, sourcing and performance management frameworks haven’t kept pace. Traditional procurement-led RFPs often fail to assess AI maturity or innovation potential. To stay ahead, tech leaders must rethink how they evaluate and engage service providers. Here’s how:

  1. Prioritize AI And Innovation Competencies

Move beyond traditional RFP metrics. Assess providers on AI maturity, innovation roadmap, and ability to co-innovate. Use Forrester’s research and RFP templates to guide your evaluations.

  1. Redefine Service Levels

Shift from SLA-based contracts to outcome-based models. Focus on KPIs that reflect business impact, and evaluate cultural fit and co-innovation competencies. Outcome-based contracts are essential to unlocking value from AI investments.

  1. Build AI-Ready Governance Models

Ensure that your internal teams can manage AI-powered services. This includes strengthening data governance, ethical AI practices, and change management capabilities.

Capgemini’s acquisition of WNS is a wake-up call for traditional BPO providers. The future of outsourcing is intelligent, automated, and outcome-driven. Tech leaders must reengineer their sourcing strategies to be AI-first and AI-proof.

Read Forrester’s report, Four Forces Shape Technology Services In 2025, to scale and outperform with AI. If you are a Forrester client, you can also access A Blueprint For Selecting The Right Technology Or Service Partner.

Visit my Forrester bio page and click “Follow” to receive notifications. You can also follow me on LinkedIn here. Forrester clients can also schedule an inquiry or guidance session with me to delve deeper into this topic.