The Evolution of BPM Services | Cost, Outcomes, and Growth

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The report conducted in partnership with HFS Research highlights the current state of the BPM industry and the readiness of the BPM service providers to adapt and evolve with the changing needs of global enterprises. The research is based on an extensive survey of 600+ Global 2000 enterprises and executive interviews with leading BPM service providers conducted between June to August 2022.

Key Findings

India expected to continue to be the bellwether for BPM industry

The Indian BPM industry with revenues at $44 billion experienced double-digit growth of over 14% in FY22E as compared to FY21 and accounts for nearly 40% of Global Sourcing spend.
India has the highest concentration of G2000 enterprises currently using and evaluating as delivery locations for BPM services

The industry must move to a new S-curve of value to keep pace with the emerging innovation focus of the G2000

Over 60% of the enterprises are focused today on driving functional digital transformation but the innovation focus is expected to move towards finding completely new sources leveraging an ecosystem mindset
Technology emerges as the source of competitive differentiation and over 90% of the G2000 enterprises are expected to increase IT budgets by over 10% (weighted average) over the next 12 months, though uncertainties like macroeconomic issues, geopolitics and delayed decision making may create some headwinds.

Technology will assume center-stage in the evolution of BPM

Client expectations from BPM services are evolving rapidly. Nearly half of enterprises (49%) strongly view their BPM relationship shifting from transactional relationship to one of strategic business partner
Technology and data capabilities emerge as the most important value creation levers to drive BPM for growth.

The future of BPM to be performance and value driven

Find new sources of value, leveraging problem solving global talent pool, using data-as-an-asset, powered by emerging technologies
BPM talent will focus on solving problems: While process / domain expertise will continue to remain important, the added focus on BPM talent will be around technology skills and soft skills (e.g., problem solving)

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