The digital revolution your business truly needs
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Unveiling our approach for enterprise success
In the era defined by rapid technological innovation and evolving consumer demand, digital transformation has emerged as a critical imperative for organizations across industries. In this perspective, our thought leadership paper aims to uncover the relevant challenges faced by enterprises during their digital transformation initiatives and explore how BPO organizations adapt to address these mission-critical engagements.
This understanding is further enhanced by an independent survey conducted by ISG that captured feedback from 125 large and midsize enterprises in industries such as manufacturing, healthcare and life sciences, digital print services, technology services, retail/CPG/travel and hospitality/e-commerce.
Curious to explore how leading partners address the emerging needs of the above industries? Download our thought leadership paper today and learn how partners leverage their domain expertise, technology and workforce skills to help organizations adapt to the macro-economic changes and foster their growth trajectory.
Key tenets for your organization’s successful transformation
Three transformation catalysts
Enterprises should constantly monitor people, data and technology
Enterprises’ current state
In terms of digital maturity, operational challenges and immediate transformation priorities
BPO vendors as strategic partners
Participating in critical decision-making activities and developing strategic KPIs
Leading the way through strategic partnership
As organizations were constantly revisiting and reinventing their operating models to keep with the technological advancements and meet the changing client requirements, Xerox also embraced innovation as a cornerstone of its transformation journey. Collaborating closely with us, Xerox has adopted advanced digital approaches to proactively cater to client needs.
Over a span of a decade-long partnership, Xerox and HCLTech revamped operations, transformed several processes, enhanced technological implementations and usage, leveraged data for actionable insights and nurtured talent capabilities to address evolving requirements. This comprehensive approach made the transformation journey holistic and balanced.
Wondering what it takes to navigate a decade-long transformation journey? Get all your answers by downloading our thought leadership paper now.
Key highlights of our transformational engagement:
- We re-engineered the cash applications process for Xerox in partnership with HighRadius resulting in significant automation, reduction in bank fees and productivity efficiency
- To create a unified one stop shop, we created a 360° portal to enhance client experience
- Xerox leveraged our TOSCANA© to enable digital transactions, validate duplication and increase orders
- We created a centralized ticketing platform that resulted in significant increase in transactions and efficient productivity
People, data and technology
Digital transformation is a lifecycle of changes. It’s an organization-wide journey that impacts people, data and technology. These three catalysts play a significant role in an organization’s lifecycle of changes.
People: As technology continues to advance, the role of humans in the workforce has shifted towards offering more value-added services rather than just transactional tasks. This shift necessitates a broader skillset encompassing not only digital and technical knowledge but also business acumen, domain expertise and a combination of soft skills like decision-making, empathy, problem-solving and critical thinking.
Data: In today's business landscape, data is the new oil, emphasizing the necessity for enterprises to adopt robust data strategies to thrive. Despite the abundance of potentially unstructured data, organizing it effectively can unlock immense benefits and insights for all departments within an organization.
Technology: Technology is essential for digital transformation, but it's not a standalone solution. While advancements like GenAl have opened up vast possibilities, enterprises recognize that merely implementing technology isn't enough.
Interested in ensuring success for your next digital transformation initiative? Discover our actionable strategies for leveraging people, data and technology effectively.
Collaborating beyond traditional roles
As enterprises navigate through industry shifts and digital transformations, they are confronted with a pressing need for advanced data security to safeguard against cyber risks, talent shortages, business resilience and continuity.
In response to these evolving needs, businesses are expecting their partners to transcend traditional roles, co-innovate and contribute strategically to their overall business and technology transformations. Nearly 40% of organizations anticipate their partners to play a more strategic role in driving business growth and innovation, reflecting a shift towards collaborative and forward-thinking partnerships.
Ready to unlock the secrets of accomplished business partnerships? Download our thought leadership paper and learn how you along with your business partners like us can think beyond, co-innovate and grow along with your clients.
Top expectations across each transformation lever
- More than 65% of enterprises have stated the expectation that their partners will help them with advanced data security and access management, thereby improving their overall security posture
- Over 55% of the organizations expect their partners to provide access to a talent pool, especially for in-demand skills
- About 35% of companies rely on their partners to help them with business continuity in situations such as geopolitical tensions, rising inflation and attrition
Author’s perspective
“The next-generation evolution of the shared services represents our transformation-enabled environment where our partnership with HCLTech has empowered us with significant cost savings and delivered industry-leading capabilities centered around digital, engineering and AI, powered by a broad portfolio of technology services and products.”
David Hughes
Vice President, Global Shared Services & Order to Cash, Xerox
“HCLTech offers a robust digital framework for enterprises, facilitating the transformation of their business operations and empowering organizations to capitalize on these changes for better-informed decision-making. With a comprehensive range of capabilities, HCLTech is equipped to drive organizational transformations. On those lines, HCLTech and Xerox partnership and Xerox's digital transformation journey is a testament to HCLTech's digital capabilities and successful execution.”
Namratha Darshan
Chief Business Leader, ISG
Our authors
Xerox
David Hughes
Vice President of Global Shared
Services and Order to Cash
ISG
Namratha Dharshan
Chief Business Leader
HCLTech
Bob Carroll
Senior Vice President, Digital Process Operations
HCLTech
Bhavdeep Singh Sethi
Vice President, Digital Process Operations
Curious to learn more from our expert authors? Download our thought leadership paper now for exclusive insights and tangible solutions.