11 - 14 May, 2020 | Estoril Congress Center, Estoril, Portugal
Agenda Day 2
Tuesday, May 14th, 2019
It is undeniable that the rise of automation, analytics, and artificial intelligence (AI) has vast implications for the future of the outsourcing industry. The pace at which these industries have ballooned has led to the death of the FTE model, but the theory that outsourcing and digitization are mutually exclusive, is false. Focusing on omni-channel experiences, leveraging efficiencies through implementing intelligent automation, and creating customized experiences is becoming the norm, but precisely how are outsourcing trends impacting the SS/GBS industry?.
This panel will explore the key trends impacting business services; How far into the transformation journey are we, what are the challenges that the industry faces. What are the elephants in the room that we need to address in this journey?
5:10 PM Panel Discussion: Future Service & The Move to Digital - What are the impacts on your Human Workforce?
The World Economic Forum estimates that by 2025, 52% of tasks will have been taken over by some form of robotics or automation. Against this backdrop, we will examine the advanced automation and technological innovations such as chat bots, interactive agents, natural language processing that some BSOs are deploying and the potential implications of this activity on the human workforce. It will discuss how businesses need to be preparing for the age of automation and how they have a duty to ensure their “human workforce” has all the necessary tools at their disposal to support this change.