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Predictions for the year ahead: Technology and services revolutions in 2014

Featuring:  Arindam Dutta, Worldwide BPO Business Analytics Service Line Leader and APJ BPO Director, Hewlett Packard Company 


What is going to change for BPO in the coming year? We looked in our crystal ball to find out.


The Social Channel: The proliferation of online communities and social networks has created a new channel – the Social Channel, for consumers to share their experiences and voice their opinions about everything. We expect to see a substantial push forward to Customer Intelligence 2.0 or Live Customer Intelligence with contextual, predictive analysis to enable more precise, targeted signals from the social channel. 


The dynamic social channel engages customers, prospects, partners, influencers, and employees—touching virtually every key constituent in an organization’s value chain. These channels are reshaping how customers evaluate and choose products, how brands are perceived, and how business processes interact with the customers. The ability to model, identify, understand, measure, and react in a timely manner to sentiment, opinion, preference, and behavior is transforming the way companies interact and manage relationships with their customers.


crystal-ball.jpgThe explosion of data and new technologies will require organizations to ruthlessly look to streamline their processes to survive and prosper in an increasingly complex world.  Through slashing non-value-added activities, companies can not only survive, but differentiate through accelerating throughput, reducing errors, enhancing data integrity, increasing transparency and reducing costs.  The technology and process expertise needed by enterprises to survive with increasing proliferation of technology and data will be a severe challenge for most firms. We believe that standardization, eliminating duplicate or ineffective systems, reducing points of input and required outputs, digitization, and enabling new technologies will be the key elements to achieving process simplification and competitive differentiation.


Global Business Services: We believe BPO providers must be collaborative and embrace hybrid models with Global Business Services (GBS) groups.  Strategic partners can help clients fill gaps, provide competition for internal groups to sharpen their delivery, provide a fresh perspective on the effectiveness of the organization, supply new ideas on processes and technologies, and act as change agents to push the transformation agenda.  We have multiple examples of firms having a GBS model and taking a hybrid approach for outsourcing key activities to HP, while other tasks remain at internal centers.  It provides for a consistent global delivery model, process owners, and standards.   In our experience, clients that are utilizing GBS and working with us as an outsourcing partner can better manage and reduce their risks, and realize benefits faster and with more certainty.


To hear more from Arindam on what he sees as the changing face of BPO in 2014, check out his recent interview with Global Services Magazine.  'As-a-service Models Will Displace Traditional BPO Delivery Models'



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About Arindam Dutta


Arindam has 18+ years of experience in internal and external Arindam Dutta.pngmarket facing, management and executive roles with major MNCs and has a successful track record of working with clients across multiple geographies & industries with a major focus on Finance and Accounting. For the past 14+ years he has been in working in the BPO Industry focused on delivering business value in various senior operational and customer facing roles (Director, VP and GM), these roles have encompassed operations, transitions, consulting, presales & business development. He joined HP in 2006 and currently heads the BPO APJ region and is accountable for the performance of the BPO business for the region, providing strategic direction and driving growth and profitability. He is also the global head of Business Analytics service line and is accountable for driving innovation, market awareness and growth in this space. 


Dutta holds a Bachelor of Commerce from Calcutta University and is a certified cost accountant from the Institute of Cost Accountants of India.

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