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Perceived lack of innovation, rising expectations even as service levels are green and savings targets are met, and the "unfulfilled promise" of digital technology all cause waves of discontent and unrest in the outsourcing market.
Our research has shown that 77% of senior executives are ready to replace legacy outsourcing service providers with "As-a-Service"-driven providers. They want a change that will help them tap into the promise of digital technology to get to a new threshold of value, the way that a couple of decades ago they were able to deliver cost savings through labor arbitrage.
We believe Design Thinking--a staple of the product industry for defining problems and developing solutions in a collaborative and iterative approach--can help service providers and buyers step outside the current processes and engagements and shift the impact of outsourcing.