ISG to Present Emerging Digital Sourcing Models at IAOP Outsourcing World Summit 2.0

Sessions to explore how outsourcing and design thinking can add value in the digital world

STAMFORD, Conn., Feb. 13, 2020 (GLOBE NEWSWIRE) -- Emerging delivery models that will fuel outsourcing success in the digital era will be the focus of presentations by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, at the IAOP Outsourcing World Summit 2.0, February 17–19, at the Renaissance Orlando in Orlando, Florida.

On Tuesday, February 18, Jan Erik Aase, director and head of ISG Provider Lens research, and Stanton Jones, director and principal analyst, ISG Research, will lead the breakout session, “How Digital Disrupts Outsourcing,” at 5 p.m. The ISG experts will assert that automation technologies now meet client needs previously met by traditional outsourcing, and will challenge providers to adjust and adapt their offerings.

“Digital is not the same game with new rules,” Aase said. “Digital is a new game that brings service providers exciting new market opportunities, with automation, artificial intelligence/machine learning (AI/ML) and cognitive computing impacting both the type of support enterprises seek, and the people at the core of outsourcing. At the IAOP OWS 2.0, we will explore the emerging delivery models that will shape the industry and allow outsourcing professionals to add value and meet new client needs in the years ahead.”

Going forward, enhancing customer experience will be a critical success factor for businesses in all vertical markets, Aase said. ISG finds most enterprises are embarking on either an employee-centric digital journey to develop the workplace of the future, or a customer-centric digital journey aimed at business transformation. The enterprises that are pursuing digital journeys are at different maturity levels, and not all service providers can support their customers’ current or planned digital maturity. 

“Many providers continue to refer to design thinking, agile organization and scrum as a novelty when in reality, these have become business as usual,” Jones said. “ISG has observed that traditional service providers, which had developed their AI platforms for internal use and automation, have now improved the functionality of these platforms to make them available for consumption as a service. Similar advances must take place across every type of technology.”