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No if’s about it: the how, who, what, and where of a digital labor center of excellence when you outsource

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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, Global Research Director,
KPMG LLP Management Consulting


Most enterprises that outsource service delivery to a third-party service provider have in place a center of excellence (CoE.) These CoEs typically focus on streamlining processes, and governing how the two parties’ complementary skills and resources should work together to drive outsourcing excellence.

But when digital labor enters into the contractual agreement between the buyer and the provider, a considerably different shape, form and flavor of governance – what we call a digital labor CoE – is required to effectively address the expanded universe of involved stakeholders and risk and control issues. 

In this podcast Thomas Hall from KPMG Management Consulting, and Kelly Combs from KPMG’s Risk Advisory group, sat down with Stan Lepeak to discuss:

  • Why establishment of your digital labor CoE needs to be an integrated, cross-functional effort
  • Why your company’s strategy drives where the CoE resides, who should populate it, what operational functions it should perform, and what risks you and your partner should maintain
  • Why sourcing contracts need to bring productivity from digital labor out from behind the service provider‘s curtain.
Duration: Approximately 15 minutes. Activate the recording with the play button over the image.

Related insight

For more on this topic listen to the other podcasts in this series: 

Is your outsourcing contract digital labor ready

Wrangling digital labor risk with governance

Discover the digital labor risks and opportunities for businesses that use outsourcing services and the providers that deliver them, read Digital labor promises major disruptions to outsourcing.

For more on intelligent automation, explore our Digital Labor site to view 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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