Summary
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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).