In the face of rising economic uncertainty and an evolving regulatory space, enterprises are increasingly adopting technology-driven solutions and reevaluating their global outsourcing strategies. As part of this strategic pivot, RPA, AI, and cloud technologies are becoming central to the value proposition in the BPO market to reshape service delivery and operational efficiency. Enterprises are looking for more consultative and collaborative partnerships to improve operational efficiency and meet sustainable operation goals. Enterprises are investing in synchronous AI agent experimentation to drive productivity gains. Service providers are also investing in developing industry-specific AI/ML-based solutions and focusing on strategic acquisitions to expand service offerings and service delivery to meet enterprises’ evolving demands.
Both demand- and supply-side trends are covered in Digital Masters Process Transformation 2025 Market Insights™ and Digital Masters Process Transformation 2025 RadarView™, respectively. These reports present a comprehensive study of Digital Masters and closely examine the market leaders, innovators, disruptors, and challengers.
This report is the culmination of a rigorous, year-long research initiative wherein we assessed over 75 global technology service providers across three dimensions:
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- Current state of the provider’s business process transformation practice and the maturity of its offerings and capabilities
- Provider’s approach to and experiences with implementing transformation projects that leverage multiple business process prerequisites
- Provider’s investment approach, both organic and inorganic, and innovation strategies
Through a detailed assessment, we recognized 13 providers, whose breadth and depth of capabilities allow them to fully support their clients’ process transformation efforts.
The RadarView recognizes service providers in four categories:
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- Leaders: Accenture, Genpact, IBM, and TCS
- Innovators: HCLTech, Infosys, and Wipro
- Disruptors: Capgemini, Cognizant, Tech Mahindra, and Teleperformance
- Challengers: EXL and WNS
The following figure from the full report illustrates these categories.
“With rising economic volatility and a changing regulatory space, enterprises are moving toward technology-driven solutions and reevaluating their global outsourcing strategies,” states Aditya Jain, research leader at Avasant. “This shift is not just for labor arbitrage but also for driving growth, innovation, and operational efficiency.”
The full report provides several findings and recommendations, including the following:
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- Enterprises are not only seeking labor arbitrage through outsourcing engagements but also trying to achieve strategic growth and enhanced operational efficiency.
- RPA, generative AI, and cloud technologies are becoming central to the value proposition.
- Enterprises are increasingly investing in synchronous AI agent experimentation to drive productivity gains.
- Service providers are investing in developing AI/ML-based solutions to support industry-specific processes.
“The boundaries between technology and business processes are fading, with AI and cloud reshaping workflows and improving productivity,” said Shobhit Patnaik, partner at Avasant. “While enterprises lead in synchronous AI agent experimentation, overcoming enterprise-level AI adoption challenges will be the key to gaining a competitive edge.”
The RadarView also features detailed profiles of the top 13 service providers, including their solutions, offerings, and experience assisting enterprises in their process transformation journeys.
This Research Byte briefly overviews Avasant’s Digital Masters Process Transformation 2025 Market Insights™ and Digital Masters Process Transformation 2025 RadarView™. (Click for pricing.)