This report identifies key trends shaping business process management and outsourcing. It helps enterprises identify how peers are transforming their operations, how outsourcing engagements are evolving, and provides Avasant’s view.

This report also highlights areas where service providers are focused on developing capabilities to meet the evolving needs of enterprises to help them be future-ready.

Why read this report?

Traditionally, enterprises have considered IT and business process transformation as separate. Business process management is shifting from a people-led approach to a digital-led approach. Rising use of BPM software, enterprise resource planning (ERP), robotic process automation (RPA), and artificial intelligence (AI) is driving the convergence of business processes and IT transformation.

Avasant’s ongoing interactions with enterprises have highlighted the adoption of business process transformation, especially since the COVID-19 pandemic. Disruptive technology and domain expertise has gained more significance. Traditional enterprise-vendor relationships will move toward more strategic partnerships.

The Business Process Transformation Horizons report identifies key trends shaping business process management and outsourcing. It helps enterprises identify how its peers are transforming their operations, how outsourcing engagements are evolving, and provides Avasant’s view.

Methodology

The industry insights and recommendations presented are based on our ongoing interactions with senior executives, vendors, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.

About the report (page 3-6)

Executive summary (pages 7-8)

Business process transformation market trends (pages 9-18)

- COVID-19 creates disruption in the socio-economic structure
- Shift in drivers of business process outsourcing
- Enterprises that had already outsourced could mitigate the COVID-19 impact
- Acceleration of BPO adoption
- Emergence of digital operations
- Low- to no-touch solutions adoption increases due to COVID-19 disruptions
- Enterprises are strengthening their data analytics capabilities
- Enterprises adopting AI-based technologies
- Adoption of platforms and BPM tools surges amidst COVID-19

Evolution of business process outsourcing engagements (pages 19-25)

- Shifting nature of outsourcing engagements
- Demand for digital FTEs
- Enterprises leveraging providers for process reengineering & optimization
- Digital operations is driving IT-BPO convergence
- Service providers with system integration capabilities gaining traction
- Data and analytics become integral to BPO engagements

Business process transformation service providers’ future-readiness (pages 26-34)

- Shifting nature of outsourcing engagements
- Demand for digital FTEs
- Enterprises leveraging providers for process reengineering & optimization
- Digital operations is driving IT-BPO convergence
- Service providers with system integration capabilities gaining traction
- Data and analytics become integral to BPO engagements

Read the Research Byte based on this report.