Jul 14, 2017
From the Shared Services and Outsourcing Institute
Global Insights Pulse survey
The findings from KPMG Global Insights Pulse surveys are gleaned from KPMG firms' advisors, who work closely with end-user organizations that are actively exploring or undertaking domestic, near and offshore shared services and outsourcing, and other service delivery initiatives, as well as from leading third-party global business and IT service providers.
Key findings from the 1Q 2017 survey
- Addressing digital disruption is a top priority for organizations but where to start remains elusive.
- As with last year’s Pulse survey on digital disruption, organizations remain concerned about how best to address digital disruption and enable digitization. But many are still focused primarily on tactical benefits such as reduced headcounts and operating costs.
- Compared to the 2016 survey, organizations less often cited limited IT systems as a barrier to digitization. In fact, implementing technology that supports basic process automation is the easy part. The hard part is deciding how to use this technology to support more strategic goals.
- Robotic process automation (RPA) remains a clear automation choice to reduce costs, but organizations are also showing more interest in cognitive automation. A key question here is how and where organizations should implement cognitive solutions to address their specific business needs.
- Organizations need the right vision and, oftentimes, better and different internal skills to capitalize on digitization.
Access the webcast replay.
View the presentation slides (PDF).
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.