![]() ![]() ![]() Several service provider leaders have defended the value of the traditional labor arbitrage model, while others have called for a reality check that the old model is dead and we need to conform to a very different world of outcome-driven, automation-centric models that aggressively cannibalize obsolete engagements. Over the last couple of years at the annual NASSCOM reality check, we witnessed heated arguments regarding the viability of the long-term viability of BPM. The mood is upbeat as the Indian BPM leaders are (largely) facing up to reality and embrace the opportunity. Having met with most of the key BPM service providers with key Indian delivery ties at the annual NASSCOMBPM summit in Bangalore, these were my takeaways: We’ve reached the era where real data transformation is the missing ingredient that can really take this industry to the next level. ![]() The missing potatoes are the added element of risk that BPM services providers need to take to fix the data underbellies of their clients so they can truly start to benefit from the fruits of having digital operations to support their clients. ![]() Much the same can be said of the current state of the Indian-flavored BPM industry, where the baseline delivery of process services have been nicely spiced with disciplined execution, competitive pricing, RPA capabilities and process standardization, and the added meat is providing new levers of value with emerging intelligent automation and analytics capabilities. The Indian curry dish “bhuna” is an extension of that process where meat is added to the spices and then cooked in its own juices which results in deep strong flavours but very little sauce. Fast-forwarding to last week’s BPM bonanza in Bangalore, we can proclaim that a pretty tasty biryani is being regularly served up, and now we are enjoying one of my favorite dishes, the “bhuna”. Bhuna is a cooking process where spices are gently fried in plenty of oil to bring out their flavor. At that time, three years ago, we called out all the ingredients the industry needed to embrace to reach that next level, namely partnerships, platform plays and RPA. The NASSCOM folks fondly remember how we once described the Indian-heritage BPM (BPO) industry rather like a “biryani” – (a mixed rice dish comprised of many different ingredients that also has many different regional variants across India). However we look at this, we’re becoming a data services industry that supports the inexorable enterprise drive towards Digital Operations. In short, most folks are stepping out of the comfort zone and attempting to embrace the emergence of technology-driven value levers as part of the very fabric of the future of business process services. We were pleased to get the chance to meet with many of the industry’s finest and have some frank exchanges on what this industry must do to stay relevant and keep eking out a growth curve.Īnd, similar to the recent HfS summit in Chicago, the conversation has moved rapidly along in recent months with a genuine buzz of excitement about the future. It was good times revisited in Bangalore last week, where the Indian-heritage BPM (BPO) services firms gathered for their annual reality check, courtesy of NASSCOM, India’s leading IT and BPM services body. Rohit Kapoor (right), Chair of the NASSCOMBPM Council, hosts his first summit in Bangalore ![]()
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