All organizations depend on outsourcing partners and external service providers to support their core business processes and IT operations. Today these traditional service markets are being disrupted by two complementary technology forces, (a) reliable, affordable AI and, (b) the availability of ubiquitous cloud services. As these trends continue, they are converging to create a new enhanced cloud services environment that can effectively deliver “Outsourcing as a Service”.
Managing these DX trends is critical to mastering, maintaining and innovating business models and sustaining successful customer interactions. However, firms are discovering that their in-house DX capabilities are proving to be inadequate.
Since DX requires combinations of special skills that are not readily available how can enterprises successfully deal with concerns like:
- What are the motivations for utilizing external DX driven services?
- How should firms plan their the mix of outsourced and BPO services
- How do delivery performance, innovation, service excellence and continuous improvement fit in the “Outsourcing as a Service” market
Ron Babin will share views on these trends based on his experience and roles as a senior management consultant with organizations like Accenture and KPMG and as an Associate Professor at Ryerson University's Ted Rogers School of IT Management (ITM).
Ron teaches IT management courses in the undergraduate and MBA programs andhe works with the IT Executive Research Program at IDC where he is an Adjunct Researcher. Ron also has been an advisor to the IT program at the Richard Ivey School of Business and to the IT program at Sheridan College and a regular judge at the MIS case competition at the annual Inter-Collegiate Business Competition at Queen’s University.