I have been telling anyone who will listen that the robotic automation of business processes is set to fundamentally change the nature of the BPO market. The stark truth is that, to date, most of the real-live success stories have been in industry verticals such as telecoms,

I had my book, ‘The Rise of Legal Services Outsourcing’, published in February 2014 by Bloomsbury. I wrote it in collaboration with Professor Leslie Willcocks of the London School of Economics and Professor Mary Lacity of the University of Missouri-St. Louis.

The book presents practices used by clients, providers and advisors to realise

This article first appeared in Outsource Magazine, seeking to answer the question: what are the ramifications for major outsourcing providers of the robotic process automation revolution?

In April 2013, Source ran an RFI process that asked the major BPO service providers for their views on this whole robotic process automation

At Source, we held regular ‘5×10’ events where 5 speakers talk for 10 minutes without any slides. This is the video of my talk on how to become epic.

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