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Outsourcing is Being Transformed by the Digital Revolution

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]

Annie Garthwaite
Phone: +44 (0)1746 764909
Email: [email protected]

About Serco

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

Follow us on Twitter:    @sercoglobal, or search #sgsinsight

About Ember

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] 

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