Summary
The services landscape is being disrupted by AI- and automation-infused work types that require a shift from traditional competencies led by people and process expertise. Among global services decision-makers, 82% agree that they ask providers to bring solutions rather than people and process expertise; 80% that they focus on cost and outcomes when selecting and working with service providers; and 79% agree that they incentivize service providers to improve their processes. This data snapshot shows how companies make decisions about working with service providers.
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