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The Operational Transition from Human Labor to Digital Technologies

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The Operational Transition from Human Labor to Digital Technologies
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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, Global Research Director,
KPMG LLP Management Consulting


Outsourcing has always teetered at the crucial juncture between providing genuine business value and low-cost staff augmentation. 

Now, however, we are entering into a period of massive change in how business services are being provisioned: shifting from labor-centric services which focus on the efficient processing of transactions by a low-cost workforce, to technology-centric services such as robotic process automation and cognitive decision-support platforms to solve problems and execute transactions. 

Cliff Justice, Principal in KPMG’s Innovation & Enterprise Solutions team, explains the immense implications of this transition.

Listeners will gain an understanding of:

  • Why this trend is not like earlier automation disruptions
  • The skill requirements of a differently-trained workforce
  • New expectations around service providers


Duration: Less than 12 minutes.  Activate the recording with the play button over the image.


For more on automation's effect on sourcing and service delivery, explore our Cognitive Process Automation articles, videos, and podcasts.


For more Advice Worth Keeping, view the full list of podcasts and visit the Reality Check blog.

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