With Robotics being a hot topic in the world of BPO, there have been several local responses to this global trend. I had the opportunity to debate interesting industry perspectives at a conference in Guatemala earlier this month. The panel centered on the discussion of the current state of robotics and the potential it might unleash for the BPO industry, especially in Latin America. The concept of using software robots to increase productivity has been widely discussed in several forums, and in this case my fellow panelists and I focused on the readiness to speed up automation and the potential impact on BPO and its people.
This is further evidence that Robotic Process Automation is not just a fad or trendy topic that providers use as part of their selling process. At Capgemini, it is already part of our reality when it comes to how we train, develop, and grow our people in addition to being an intrinsic component of our solutions.
Our approach to transformation which leverages Capgemini’s Global Enterprise Model (GEM) is also key to driving business value, particularly in geographies like Latin America where the level of process and technology maturity still presents significant opportunities. We have almost 100 certified GEM experts in Guatemala that are able to support transformation, which is a critical step before even thinking of automation. Automating a broken process brings no value, so we need to look at this holistically, building a process transformation roadmap that leverages automation but is based on standardization and best practice adoption.
The world is changing and Latin America is no exception to the tremendous possibilities that lie ahead for BPO providers and our clients.