Are BPOs stuck in the cost-cutting mindset, neglecting the crucial need for process improvement?
Join us for today’s GBS Masterminds Podcast as we delve into this hot topic and explore six key “dead or alive” questions with Suzanne Leopoldi-Nichols, a trailblazing GBS leader with over 20+ years of experience.
💡 Here's a quick rundown of what we’ll be covering:
How BPOs must evolve to avoid obsolescence [03:23]
The pandemic's shift: flexibility vs. rigid SSCs [05:06]
Why RPA needs to adapt to system changes [06:46]
The essential role of AI in the future of GBS [08:23]
India’s enduring role as a top service center amid rising costs [10:42]
Why GBS remains crucial for cost optimization [11:39]
The value of networking with experienced mentors for emerging GBS leaders [13:00]
✒ Quote by Suzanne Leopoldi-Nichols
“And the current BPOs are, unfortunately, they're focused more on the cost and not the process.”
🎙 Episode resources
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