Overview

From the day when supermarkets first introduced customer loyalty card schemes 20 years ago, the retail industry has been leading the way in analysing customer data to provide personalised product and service marketing. This has evolved from targeting customers with discounted offers based on purchase history to dynamic marketing based on a customer’s online behaviour.


Contents

  1. Exective Summary
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  2. Global outsourcing Trends
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  3. Outsourcing in Financial Services
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  4. Regional trends
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  5. Key Industry Transactions
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  6. Sector Focus
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  7. BPO Outsourcing Market
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets
  8. Hot Topics
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    • XXO? The convergeance off ITO and BPO
    • Political Instability in 2016-17 drives uncertainty for outsourcing in key markets

  1. Exective Summary
  2. Global outsourcing Trends
  3. Outsourcing in Financial Services
  4. Regional trends
  5. Key Industry Transactions
  6. Sector Focus
  7. BPO Outsourcing Market
  8. Hot Topics
01

Executive summary

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



02

Global Outsourcing trends

Gloabl Market Trends

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

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The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



03

Outsourcing in Financial Services

Outsourcing in Financial Services

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



04

Regional trends

Outsourcing in Financial Services

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



05

Key Industry Transactions

Outsourcing in Financial Services

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



06

Sector Focus

Outsourcing in Financial Services

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



07

BPO Outsourcing Market

Outsourcing in Financial Services

The global economy has started to accelerate its recovery and 2017 has seen global trade rebound despite the low risk appetite developed in 2016 in light of political upheaval in America and the UK.

The introduction of new regulatory initiatives such as: MiFID II, Basel III, Solvency II and PSD2 are driving the market towards more transparency and financial stability. These developments create opportunities for third party providers to develop relevant skills to provide compliance and reporting services to industry players.

Technology continues to transform the financial services landscape pushed by enhancements offered in retail and the rise of challenger banks, with third parties continuing to benefit from this overall trend. Banks are now offering digital and mobile solutions to their customers. Intelligent solutions such as robotic processing automation (RPA) and artificial intelligence (AI) have been introduced in the industry, decreasing the cost and improving quality of fulfilling repetitive processes while changing the entire human capital model. To boost profitability outsourcing providers are looking towards automation and intelligent technologies to perform repetitive tasks. Human labour remains necessary, nevertheless, for customer-facing roles and tasks involving nuanced and complex decision-making. Changing customer expectations are also driving many of the support service positions to be brought back from traditional outsourcing countries such as India and the Philippines to the economies in which the firms operate.



08

Hot Topics

  • Utilities: the importance of partnerships
  • Growth in partnerships with smaller start up vendors
  • AI and Robotics: changing the industry
  • Regulatory Change and Senior Managers Regime: Set to contine to impact outsourcing


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