Suzanne Leopoldi-Nichols is a business leader with over 15 years of
experience as building strategy for the future scope of the GBS in companies like American Greetings,
ADM, UPS. She is currently serving as Chief GBS Officer at WPP.
Founder & CEO of HighRadius, a fintech enterprise SaaS leader that provides
Autonomous Software for Order to Cash, Treasury & Record to Report. Sashi’s leadership has
secured the trust of 200+ Global 2000 companies.
View Podcast Summary
Dead-or-Alive Question #1: In 10 years, do you think BPOs for outsourcing will be dead or alive?
If the business fundamentals are not transformed over time, the BPOs will be very much dead.
BPOs need to make a transformation from the existing model.
Their approach to outsourcing contracts has remained stagnant for the last two decades.
Most outsourcing failures occur because of a lack of well-documented processes.
BPOs mainly focus on being cost centric rather than seeking clarity on the initial baselines.
BPOs need process refinement, which will act as a key metric for their sustenance.
Dead-or-Alive Question #2: In 10 years, will large, centralized service centers be dead or alive? Especially given the Covid effect of Work From Anywhere?
GBS leaders will need to increase networks with other leaders in the business.
Knowledge transfer with the right approach is crucial to be able to understand the evolution of GBS.
It’s crucial to leave the imprints of the knowledge with younger generations to help the future develop an even better and more sustainable alternative to this.
The statement Out of Sight, Out of Mind holds true even today and if evolution isn’t there then extinction is guaranteed.
Corporate Headquarters HighRadius Corporation Westlake 4 Building (BP
Campus) 200 Westlake Park Blvd. 8th floor Houston, TX 77079
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