Gone are the days of mere labour arbitrage, functional consolidation, and lean process models to deliver business processes at scale. Today, leading companies are shifting away from processes based on low-cost labour—and instead, virtualising that labour through robotic process automation (RPA).
So, it may be time to bid farewell to global business services as we know them - and say hello to a new breed of digital business services.
How are those services starting to take shape? What challenges are buyers and providers facing? In this paper, we explore some of the results from a study of 482 global services buyers, providers, and advisors in multiple industries. From Global Business Services to Digital Business Services was conducted by KPMG and HfS Research during November and December of 2014.