Firms Evaluate Innovation Competencies To Identify The Right Business Process Outsourcing Service Provider

Despite economic and business uncertainty, business process outsourcing (BPO) services will gain momentum in 2023. In Forrester’s Business And Technology Services Survey, 2022, 66% of global services decision-makers whose organization used BPO services in the prior 12 months anticipate that it will spend more on BPO in the coming year. When identifying and evaluating BPO providers, services decision-makers are likely to prefer newer sourcing methodologies like innovation labs and challenges, in-person demos, proofs of concept, and design thinking workshops over traditional methods like RFPs and RFIs. This report provides a snapshot of Forrester’s data on firms’ plans to engage BPO providers.