the digital innovation opportunity for bpo

The Digital Innovation Opportunity

Gregory North

President, Globe North LLC

Charting the course to excellence

Our world seems ever more complex

Our mission is to make it simpler

Business process made better

• RPA

• IoT

• OCR

• Data mapping & monitoring

• Digital signing

• ETF

• Recon

• Analytics

• Blockchain

• Lean design

• Digital innovation toolkit and Lean process design hold keys to making processes simpler, faster, less expensive and higher in value to customers.

Digital Innovation is not new

• “System 360 solves today’s problems and tomorrow’s problems, too…It cuts today’s costs…and it will also cut tomorrow’s. There’s never been a system like it.”– From IBM System/360 advertisement, 1964

But rate of change is accelerating and impact on daily life is now transformational

• We have come to expect transactions to be as simple as clicking on an app.

• We now expect that level in world of work.

The revolution is already in progress

Transforming end to end

Digital transformation as disruptor

• Is that a light at the end of the tunnel, or a train coming?

Not ready for digital prime time

• 87% of CEO’s in MITS study believe digital will disrupt their industry

• 44% feel they are ready

Source:

Opportunity is extraordinary

• Globally, RPA market will grow to $5 billion by 2020 from just $183 million in 2013

• BPO providers are pre-positioned to take advantage of this growth.

Source:

Transparency Market Research IT Robotic Automation Market study

Collaboration is a survival skill

Buyers

PartnersProviders

• No one company has all assets required to capitalize on the digital opportunity

• Openness to new ideas & to partners who can deliver them, will be key

• Commercial relationships should incent all parties to innovate end-end-end.

• Winners in this new game will be great at planning & innovating together

The wrong question

• What will digital innovation mean to BPO businesses?

The right question

• How is BPO leveraging digital innovation to transform business?