Symphony’s CEO David Poole, who previously led multi-billion dollar outsourcing and shared-services firms, was recently interviewed by our partner, UiPath, as part of their Innovator Interview Series.
David’s thought-provoking interview addresses the most important facets of the automation landscape and where companies are going. Here are a few highlights:
David begins with how his extensive BPO and shared services background led him to Symphony. Symphony Venture’s four co-founders realized “RPA was an opportunity that was going to change the market, disrupt BPO significantly, and be a great opportunity for shared services in large corporations.” As one of the earliest proponents of process automation, Symphony now sees an emerging understanding of RPA’s potential. “Month by month, we’re seeing clients who are much better educated [about RPA],” he says, adding that Symphony’s focus is to “help organizations understand the extent of this technology.”
But RPA is only the start. Intelligent automation capabilities like cognitive technology and artificial intelligence are also part of the future of work. David notes that these technologies will become “part of the tool kit,” along with RPA capabilities like UiPath, that companies use in combination to provide superior service and user experience to their customers. Symphony often advises clients on the “ecosystem of technology” that they should be using, David says. RPA is a very significant part of it right now, “because the cognitive piece hasn’t caught up with the hype.”
The discussion then moves on to the disruption in the BPO industry as a result of automation technology. Just like David stated in a Horses for Sources Interview, BPO providers are resisting the change because it challenges the model that they have built their businesses around. However, he notes that not all BPO providers are in the same boat: “We have several clients that are BPOs. The ones that stand to benefit the most are those that are already very outcome focused.” In other words, outcome-based BPO providers will have an advantage in leveraging RPA, whereas FTE-based providers will have more trouble adjusting to business model transformation.
Read more about David’s insights on RPA, Intelligent Automation, and the changing BPO models:
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