Trends Report

Evaluating The Digital Asset Investments Of Your Insights-Driven BPO Service Provider

Not All Digital Assets Meet The Benchmark For Platform Standards

July 13th, 2023
With contributors:
Frederic Giron , Ashutosh Sharma , Arjun Kalra , Bill Nagel


Digital technologies have altered the evolutionary path of business process outsourcing (BPO). Forrester coined the term “insights-driven BPO” to describe how BPO business models have evolved as vendors made sustained investments in AI, automation, and advanced analytics and embedded these increasingly sophisticated digital assets into their core service offerings. However, this evolution has also induced significant confusion among buyers. Ambiguous terminology and a lack of clear value propositions have complicated discussions. This report describes a structure within which to evaluate your vendors’ digital assets against your requirements, process maturity, and technology readiness.

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