IAOP OWS17 Recap: Dealing with Digital Disruption

Last week the Dizzion team attended IAOP’s Outsourcing World Summit (OWS) in San Antonio, TX. This was the 20^th annual OWS event and, while members of our team have attended in recent years, we recently became a corporate member so had a more prominent presence at this year’s conference. More than 800 buyers, providers, advisors and academics were in attendance to collaborate and discuss some of the key topics impacting outsourcing today.

The overarching theme I heard and saw at the conference was one of disruption. Change and disruption are stemming from various places, from the digital transformation so many organizations are trying to make, to uncertain political climates across the globe, to evolving business models and technologies. Keynote Kaihan Krippendorff highlighted the intersection of these disruptive themes as he kicked off the conference by urging attendees to think differently and look for unexpected ways to innovate within their businesses. Throughout the rest of the conference a few key themes continued to surface under the umbrella of disruption:

Artificial Intelligence & Automation

Several discussions and an entire learning track were dedicated to robotic process automation (RPA). Robots (or computers) can basically being used to manipulate software applications in the same way a human works with those applications to perform specific tasks. Everything from CRM and ERP functions to helpdesk and claims processing can be automated somehow using this advanced technology. As technology has advanced, integrating robotics and automation into the technology stack has become more of a reality for outsourcers and end customers alike. Professionals at the conference grappled with the best way to leverage this technology and the right balance of automation in their overall business strategies.

Digital Transformation

Plenty of organizations on both the provider and buyer side are just beginning their digital transformations, recognizing that making the digital shift will be imperative to maintaining a competitive advantage. From fully embracing agile development methodologies to implementing omnichannel communications strategies, organizations are realizing they must move quickly to keep up with evolving customer expectations around digital. A successful digital transformation was described as one that is solution oriented, dynamic and focused on business outcomes.

Workforce Diversity & Empowerment

The workforce is changing globally and nowhere is this more evident than in the content delivered at OWS17. A panel discussion focused on Empowerment for Women and Opportunity in Outsourcing highlighted several initiatives globally that are driving inclusion in outsourcing. The panel also provided insights and personal stories that lent tangible suggestions for individuals interested in advancing women’s empowerment and inclusion in their organizations. Additionally, the Global Impact Sourcing Coalition (GISC), which aims to promote a more inclusive and sustainable BPO industry through the power of impact sourcing, was front and center throughout OWS17.

A Focus on Outcomes

Finally, in the outsourcing space there is a paradigm shift being made to a focus on business outcomes. In other words, a focus on the “what” and less on the “how.” Whether completing a software development effort or striving for customer satisfaction improvements, leaders at OWS stressed the importance of clearly defining success for the business and maintaining a focus on outcomes versus solely focusing on project management, governance or other components of the overall effort.

Engaged Through Disruption

OWS17 was an eye-opening experience and I was truly impressed by the collaboration and authenticity of the attendees and conference participants. In this era of disruption, professionals were truly engaged around sharing best practices and ways to adapt and evolve in an uncertain climate. With the pace of digital transformation, organizations are going to need to continue coming together to share their findings and discuss innovative new ideas.

Dizzion is proud to be part of that discussion and collaborate with companies to help them move into the digital future. Our team had great conversations with providers, advisors and buyers alike around the role Dizzion plays in business transformation. We’d love to hear more from the great connections we made and keep the conversation going. Reach out if you’d like to engage with our team. #OWS17