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Why today’s business leaders must collaborate, not compete

Posted: 05/12/2016 - 20:41

“Eat or be eaten” – for centuries, this “law of the jungle” was the law of the business world, too. Beating the competition delivered power, money and influence. From the Square Mile to Wall Street, survival of the fittest meant there was only room for one victor at the top. The digital revolution changed this. Measuring success in today’s business world is no longer by the job or task performed for money. We value successful leaders for their contributions to the world as a whole and the manner of its making. What we do and how we do it matters.

Live Wires #5: Good robots and bad robots

Posted: 05/10/2016 - 20:28

Who are Blue Prism? The company isn’t yet a household name, but in automation circles it is something of a trailblazer. They actually coined the term “robotic process automation” back in 2012, and the early evangelists of RPA (such as HfS and Ovum) rapidly seized on Blue Prism case studies as the first signs of something new stirring in the world of automation. Live Wires caught up with Pat Geary, CMO at Blue Prism, to understand who they are and where they are heading.

Cloud delivery options for call centres: understanding their business implications

Posted: 05/09/2016 - 20:09

Forty-seven years ago, J.C.R. Licklider had a vision that the entire world could be connected through an “intergalactic computer network”, allowing users to access programs and data from any site, from anywhere and at any time. Today, this vision has evolved into a reality, and echoes similarities to what we call “cloud computing.”

The digital transformation journey

Posted: 05/06/2016 - 19:59

Business leaders and technology executives are deluged by the rhetoric about disruptive digital technologies coming of age, companies and whole industries going digital.

Maturing and new technology tools, combined with rapidly changing technology usage patterns of businesses and consumers, are forcing a rethink, even a re-imagination of what companies can do. Obviously there are leaders and there are followers, with every success story probably preceded by unsung failures.

Live Wires #4: Meet the RPA family

Posted: 05/06/2016 - 19:50

Robotic process automation (RPA) is a new type of software that acts as a virtual workforce. It is the hottest ticket in the already hype-fuelled world of automation, and some would say that in the next two to three years it is going to become an integral part of your operations – whether in-house, shared services or outsourced. But who is driving RPA? And if the future is RPA, who is going to make it happen so quickly?

The Mosaic: seeing the bigger picture (Part 3)

Posted: 04/28/2016 - 03:59

After lunch, the group assembled back in the conference room. Most spent some time reading through the poster on the wall, looking for more clues to help them improve.

“Ready to get started,” I said, as the group grabbed their seats.

“On to people,” Tyler announced, with a tone indicating he could see the light at the end of the tunnel.

“Yes, on to the ‘People’ column in the mosaic. Just as we defined who your key customers are, we need to define the key positions and roles in your company.”

Design thinking: a way forward for the outsourcing and offshoring industry

Posted: 04/22/2016 - 20:30

A look at the picture below shows that design thinking is all about starting with the customer and ending with the customer. This really sounds like very old wine in a new bottle. But, please do remember: a lot of very old wine actually tastes really good.   The offshoring/outsourcing industry has grown significantly. However, the industry still struggles to show the value-add - and more so prove that it is adding value to its customers.

Outsource talked again!

Posted: 04/22/2016 - 01:54

Yesterday it was my extreme pleasure to host the second in our Outsource Talks webinar series – this time, live from the SIG Summit in Orlando, Florida (which at the time of publishing still has almost a full day to go, so keep an eye on Twitter and the hashtag #SIGspring16 for a taste of what’s going on) – featuring the magnificent Linda Tuck Chapman, Matt Shocklee and

The Mosaic: seeing the bigger picture (Part 2)

Posted: 04/21/2016 - 20:30

To read the first part of this article, click here.


Walking into the conference room the following week, I bumped into Jenny and Alex, two regional managers who worked for Tyler.

“Good morning.”

“Hi there, Dean,” Jenny said, smiling and walking over.

“Just looking over the big poster,” Alex said.

“You mean the mosaic, Alex,” Jenny said, correcting him.

Q&A: Dave Putt, DCR Workforce

Posted: 04/21/2016 - 03:47

Dave Putt is Executive Vice President at cloud-based VMS provider DCR Workforce. We caught up with Dave at the SIG Summit in Orlando, Florida (get a taste of the action on Twitter via the hashtag #SIGspring16) to learn a bit more about his organisation – and to get his take on the fragmentation of work today…


Outsource: Dave, thanks for joining us today. Some of our readers may not be familiar with your organisation: can you give us a brief introduction to DCR Workforce?

IT budgets are increasing - but not as we know them...

Posted: 04/20/2016 - 20:30

Respondents to our latest CIO and IT Leadership survey are reporting a 40% increase in their IT budget, over the past year. However there is something really interesting in the underlying data which suggests that the pressure to commoditise is like never before: IT budgets that have given back savings year on year are still under pressure for a more cost-effective solution. So why do we see this discrepancy? The answer lies in one of the fundamental parts of the survey: two-speed IT.

How financial services providers can reap the rewards of migrating to the cloud

Posted: 04/19/2016 - 20:30

Before discussing the rewards available for a financial services organisation in the cloud it is important to get an understanding of the regulatory backdrop. In October 2014 the Financial Conduct Authority (FCA) launched Project Innovate, an initiative to foster innovation in the cloud. The key driver behind this project was to understand in more detail where the regulatory framework needed to be amended in order to foster innovation.

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