The third-party market for Business Process Services (BPS) has significantly evolved over time, with innovation playing a vital role in driving this progress. The term innovation is frequently used in the BPS context, but its meaning is not always clear. This viewpoint defines innovation in BPS and highlights its key elements: people, technology (including the data component), operating model, and process excellence.
A strong governance and commercial incentives mechanism support these elements. Additionally, we have developed a maturity framework to outline various levels of innovation based on the specific characteristics of the BPS engagement. This framework allows providers and enterprises to evaluate the maturity of their BPS engagement.
In this viewpoint, we understand innovation in a BPS engagement and aid providers and enterprises in fostering sustained innovation. The report also provides best practices and examples of how innovation is being cultivated in BPS constructs.
Scope
All industries and geographies
Contents
In this report, we:
Explore the importance of BPS and its evolution over the years
Define innovation in BPS and outline key elements of innovation
Establish the innovation maturity framework
Present best practices for adopting innovation in BPS engagements
Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology have significantly disrupt…
