The perfect storm is being created. Never before have had so many technologies colluded to disrupt and change the landscape of so many industries. The BPO industry (earlier called as the IT-enabled industry) being a close cousin of the tech services industry is no different. Especially, when we are talking about the convergence of IT services and BPO, the technology forces have a direct impact.Business process outsourcing was once a strict cost-savings play delivered within the confines of contractual requirements. Today, buyers demand more from their BPO engagements. This leaves both sides – buyers and providers – to negotiate new ways to drive value and derive results from each contract.  Customers demand more – exceptional service, faster access to information, personalized products, quicker response rates and transaction speeds, enhanced analytics and real-time decision support systems. Organizations failing to meet those expectations will lose customers and see every bad experience recounted on social media.The disruptive technologies that are converging to create this storm are: cloud, mobility, social media, analytics, and collaboration. These technologies are changing the way enterprise services are designed and delivered. These technologies have an impact of every horizontal BPO process- be it finance and accounting, customer management, procurement, HR, business analytics, and knowledge processes. In addition, the ramifications these technologies hold for vertical industries are varied. For instance the impact of analytics on insurance is vastly different from that of retail.

Companies that have succeeded in transforming their business through the use of digital technologies and processes demonstrate significantly better financial performance than their peers through cost savings and improved customer retention.  The “five year” plan is no longer feasible companies need to be agile and to continually innovate, improve processes and push transformational change to succeed.

Indisputably, these technological forces present new opportunities for the BPO industry. For one, their clients themselves are impacted by these forces. As partners, BPO companies will have to play by the same set of rules. Or BPO companies can help their clients embrace the new realities. The former approach is reactive, while the latter is proactive.

Driving towards digital transformation requires agility, creativity and full digital adoption.  An outsourcing model that utilizes various partners can deliver a full suite of capabilities that accelerate digital transformation.  A partnering strategy is essential to successfully executing the level of change that will be involved, at the same time minimizing cost and risk.

Customer Demands

Customers demand more – exceptional service, faster access to information, personalized products, quicker response rates and transaction speeds, enhanced analytics and real-time decision support systems. Organizations failing to meet those expectations will lose customers and see every bad experience recounted on social media.

Companies that have succeeded in transforming their business through the use of digital technologies and processes demonstrate significantly better financial performance than their peers through cost savings and improved customer retention.  The “five year” plan is no longer feasible companies need to be agile and to continually innovate, improve processes and push transformational change if they are to succeed.

A Bridge between Offline and Online Worlds

Brands are only as good as the customer experience they provide, and today customers are more influential than ever. Customers are mobile and social, and expect to have a seamless interaction with a brand regardless of channel. In this interactive discussion, global organizations and their partners will try to demystify the logic and need for a shift from a multi-channel to an omnichannel experience to meet the continuously evolving expectations of consumers.

Digital Transformation

The Digital Revolution driven by SMAC (Social Media, Mobility, and Analytics & Cloud) has matured and acquired the tools to make significant change in the services landscape. Companies are reinventing themselves as Digital Enterprises that align with demands from their internal and external customers and deliver services by leveraging the true power of Digital & Internet of Things (IoT). In this session, a panel of thought leaders and digital organizations will highlight the case of New India which holds the title for the youngest start-up nation, leveraging the true power of the Digital & IOT – e-customers, e-governance & e-Businesses all encompassing.

Other boosts for outsourcing

The government of India has taken vital steps and regulatory reforms in order to make it easier to do business in India. It is also a known fact that legal expertise for ensuring confidence and certainty is the absolute imperative for entering the Indian marketplace. This panel discussion including the legal experts and their global clients will demystify the perception of complex legal and bureaucratic framework in India.

Prime Minister of India, Mr. Narendra Modi, has committed to significant investments in technology, connectivity and infrastructure, skill development and boosting the labor market.

Achieving digital transformation requires agility, creativity and full digital adoption. An outsourcing model that utilizes various partners can deliver a full suite of capabilities that accelerate the digital transformation. A partnering strategy is essential to successfully executing the level of change that will be involved, at the same time minimizing cost and risk.

The BPO Summit 2016 will discuss the opportunities and incumbent shifts in the services paradigm. The summit will showcase spots of excellence among BPO companies in riding this wave of multiple technological shifts. It aims to create an agenda and a playbook for the BPO industry to follow.

Proposed Date, City and Expected Delegate Numbers

Delegate Profile: CIOs, CTOs, VP/AVP-IT, GM/AGM-IT, CDOs, Head-BPO, IT & Business operations. Other key technology/business decision makers/influencers from International and domestic BPOs in Delhi region.