Insights-driven business process outsourcing (BPO) firms are an evolving breed of vendors that are moving away from traditional time-and-effort engagements to newer outcome-oriented engagements powered by insights. The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020 evaluated 13 vendors against 21 criteria. This report examines the four lessons that emerged from our assessment of insights-driven BPO vendor offerings and the reference customers and Forrester clients we spoke with.