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From Human to Digital: The Future of Global Business Services

From human to digital?
The emergence of robotic process automation—and new models in global business services.

Gone are the days of mere labor 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 labor—and instead, virtualizing that labor 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.


Discover the core findings of the research From Global Business Services to Digital Business Services.

For more on the impact of digital labor and the automation of jobs on sourcing and service delivery, explore our Digital Labor site to view articles, videos, and podcasts.

Explore Global Business Services on this website.