Post by ISG (Information Services Group)

Buyers want providers to lead on AI. But many are not ready to govern AI-enabled BPO on their own.  That creates a real opening for providers.  The opportunity is not just to add AI into delivery. It is to bring the controls, transparency and performance measures buyers need to trust it.  Traditional SLAs are not enough when automation starts doing more of the work. Providers need to show how AI affects cost, speed, quality, exceptions and business outcomes.  That is where BPO starts to move from outsourcing to optimization.  Download the State of BPO 2026 report - link in comments ⬇️ #BusinessProcessOutsourcing #BPOgovernance #AIEnabledBPO | Prashant Kelker, Angela Kreiter, Stanton Jones, Shafqat Azim, Alex Bakker, Michael Dornan, Namratha Dharshan, Robert Stapleton