|By PR Newswire||
|March 28, 2014 09:53 AM EDT||
HAMPSHIRE, United Kingdom, March 28, 2014 /PRNewswire-iReach/ -- New relationships and new commercial models are essential says Serco and Ember's latest though leadership whitepaper.
Just as the digital revolution continues to change the ground rules in customer engagement, it is also changing the shape and scope of customer management outsourcing. This is the key finding in a new Serco and Ember Services whitepaper which suggests a seismic shift is taking place in the perception of what outsourcing can deliver, how it needs to be contracted and how it should be assessed.
"I would go as far to say that any outsourcing decision made over two years ago is likely to be redundant and should be re-assessed in light of the Digital Revolution," says Mike Havard, Director of Ember Services, at the launch of the 'Outsourcing: Transformed by the Digital Revolution' whitepaper.
The whitepaper highlights the evolving expectations of today's customers who choose to interact across multiple channels and expect their needs to be met at every touch point. And it demonstrates how such demands are creating new outsourcing relationships based on the behavioral shift required to accelerate the adoption and growth of new digital channels.
"Outsourced Service Providers with the capability and experience for truly transforming processes to deliver real change are setting the markers," comments Keith White, Service Solutions Delivery Director at Serco. "Those who can provide reassurance when driving the adoption of digital channels alongside customer-based efficiencies are leading the move towards more compelling outcome-based commercial models - where a client is optimising the potential for service transformation and the outsourcer is incentivized to deliver it."
"The Digital Revolution is not a one-off event," continues Mike Havard. "It is, by its very nature, a dynamic and ongoing experience - and the goalposts are always on the move. It is in this context that the outsourcing world is being turned on its head, as target outcomes are driven by agility, the ability to invest in new technologies and new approaches to customer engagement - and, of course, the sharing of risks."
The 'Outsourcing: Transformed by the Digital Revolution' whitepaper was presented to industry analysts and advisers at a special event at The National Theatre on 26 March and is available HERE.
For more information, please contact:
Christie Cox, Director of Communications
Tel: (701) 429-8816
Email: [email protected]
Phone: +44 (0)1746 764909
Email: [email protected]
Serco is an international service company, which combines commercial know-how with a deep public service ethos.
Around the world, we improve essential services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and - most of all - deliver to the public.
Serco's BPO business offers transformational customer management solutions to meet the requirements of today's multi-channel service environments. Over 60,000 employees are engaged with its customers' customers, holding over 90 million interactions in 40 languages every year around the globe. Serco's international delivery platform is based in 13 countries and 100 locations across the world and enables it to offer total flexibility in location, delivery and technology.
As a dynamic global service organization, our people have the expertise and intimate knowledge of our customers' markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.
More information can be found at www.sercoglobal.us
Follow us on Twitter:[email protected], or search #sgsinsight
Ember is a customer management consultancy that knows how to secure value for its clients. As part of our wider customer management strategy and operations consulting, our outsourcing engagement services will design and cost the optimum outsourcing model for you, identify and engage with the best delivery partner for your organization and help you with effective governance or mediation of your partner relations. This is about enabling you to transform your balance sheet, drive your customer engagement and the resulting P&L performance as well as effectively managing the business risks of such change.
Media Contact: Christie Cox, Serco, 701-429-8816, [email protected]
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.
Mar. 23, 2017 07:15 PM EDT Reads: 4,237
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
Mar. 23, 2017 06:00 PM EDT Reads: 1,252
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Mar. 23, 2017 04:15 PM EDT Reads: 2,417
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...
Mar. 23, 2017 03:45 PM EDT Reads: 584
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
Mar. 23, 2017 03:45 PM EDT Reads: 1,725
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
Mar. 23, 2017 03:30 PM EDT Reads: 1,676
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Mar. 23, 2017 03:30 PM EDT Reads: 1,569
Providing the needed data for application development and testing is a huge headache for most organizations. The problems are often the same across companies - speed, quality, cost, and control. Provisioning data can take days or weeks, every time a refresh is required. Using dummy data leads to quality problems. Creating physical copies of large data sets and sending them to distributed teams of developers eats up expensive storage and bandwidth resources. And, all of these copies proliferating...
Mar. 23, 2017 03:00 PM EDT Reads: 6,169
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
Mar. 23, 2017 02:30 PM EDT Reads: 2,350
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
Mar. 23, 2017 02:30 PM EDT Reads: 4,057
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Mar. 23, 2017 02:30 PM EDT Reads: 1,421
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
Mar. 23, 2017 02:15 PM EDT Reads: 1,161
Pentaho has announced orchestration capabilities that streamline the entire machine learning workflow and enable teams of data scientists, engineers and analysts to train, tune, test and deploy predictive models. Pentaho’s Data Integration and analytics platform ends the ‘gridlock’ associated with machine learning by enabling smooth team collaboration, maximizing limited data science resources and putting predictive models to work on big data faster – regardless of use case, industry, or languag...
Mar. 23, 2017 01:00 PM EDT Reads: 2,097
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
Mar. 23, 2017 12:45 PM EDT Reads: 1,663
SYS-CON Events announced today that Addteq will exhibit at SYS-CON's DevOps Summit at Cloud Expo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Addteq specializes in creating innovative solutions to solve business processes through the use of DevOps automation. Addteq was founded on the firm belief that automation is essential for successful software releases. Addteq's products and services are centered around the fundamental approach of understanding the pr...
Mar. 23, 2017 12:30 PM EDT Reads: 2,729