Featured Stories

How Intelligent Automation Can Help Achieve SLAs in Document-Driven Processes

It’s a familiar scenario: Your organization is coming up on year-end and starting to feel the pressures of achieving your service level agreements (SLAs). Naturally, talks about improving over the previous year is driving the conversation, yet many are still trying to match resources to metrics for this year.

Regional Site Tracker: Latin America and the Caribbean

Latin America and the Caribbean have important roles to play in the evolving outsourcing industry. Latin America and Caribbean Outsourcing Council (LACOC) is IAOP’s newest assembly of thought leaders helping the association in efforts to deliver value to Latin America and Caribbean members.

Getting Intelligent Automation/RPA Right

Robotic Process Automation (RPA) as a technology has come of age. In the recent past, RPA has become mainstream and continues to evolve at a rapid pace. RPA is a technology that automates repetitive and time-consuming business processes by deploying ‘bots,’ that imitate a human interacting within digital systems.

View from the C-Suite with Scott Nelson, Colliers’ New CEO, Occupier Services, Global

After heading Occupiers Services in the Americas for global commercial real estate services leader Colliers International, Scott Nelson was named CEO of the global business this summer.


Since joining Colliers in 2009, Nelson has developed and steadily grown the business organically year-over-year. Under his leadership, Colliers continues to do more with regional and global occupier clients, by adding real value through enterprising, advisory-focused services and a unique approach to technology services.

Chapter Spotlight: Social Responsibility in Outsourcing (SRO)

IAOP’s newest chapter launched in August and is already making waves in the industry and our membership. Aimed at promoting social responsibility awareness in our industry, it’s working to develop best practices supporting the concept “doing well by doing good.”

Nominations Open for IAOP Awards

IAOP is seeking nominations of super-star individuals, teams and organizations for recognition at OWS2.0. Know a colleague who is a change-maker, proven leader or innovator? We want to give them the attention they deserve. Submit your online application for consideration by our judges’ panel for the five award programs.

Featured Whitepaper

Global research findings from NTT DATA show new digital technologies, increased competition and evolving customer expectations drive 61% of financial services and insurance companies to shift away from traditional, vertically-integrated business models of offering customers only their products. FS&Is are moving toward creating a Digital Business Platform that allows them to operate with fintechs, insurtechs and others in a global ecosystem to provide consumers value, 24/7. Findings show 9 in 10 global FS&Is believe in the need for transformational digital change. Learn how FS&I executives in six countries are combatting current market forces, including potentials like Apple, Facebook and Amazon.

Dr. Marci Rossell, Former CNBC Chief Economist and Co-Host of SQUAWK BOX

OWS2.0 Preview: Big Economic Questions Answered by Summit Keynoter

Is the U.S. headed for a recession? That’s the biggest question on everyone’s minds today. And IAOP is bringing a former CNBC Chief Economist to the main stage at OWS2.0 to answer it. Dr. Marci Rossell, who also co-hosted Squawk Box, will present the opening keynote on Feb. 17 at the Renaissance Orlando.

IAOP Brings Impact Sourcing Community Together

Keynote OWS2.0 Panel, SRO Chapter and GISA Demonstrate Strong Interest

When the impact sourcing movement was getting started, IAOP identified it as “a trend to watch.” From those early days to today’s widespread acceptance, IAOP has been an advocate and influencer bringing together like-minded professionals to advance social responsibility and impact sourcing.

Monitor Risk in Real Time

IAOP Webinar Provides Third Party Management Life Cycle
In today’s information society where digital technologies immediately deliver real-time communications, monitoring for risk has become a continuous process that no longer needs to wait for monthly performance reviews or scorecards. What steps do customers need to evaluate risk at every stage of the sourcing lifecycle in the rapidly changing world of digital convergence? Learn more and play back webinar!

OWS2.0 Preview: Get AHEAD With These Talks

Just like the well-known TED Talks, the ideas you’ll hear in the new AHEAD Talks will be worth spreading throughout your organization. These short 18-minute presentations at OWS2.0 focused on technology and the workforce of the future will get you thinking and stir some Summit excitement.

GOV19 Preview: Governance in the Digital Era

Governance in the digital era must be designed to ensure effective and efficient controls while supporting agile development and identifying opportunities. Wait no longer to dive deep into this compelling topic than November 13 when IAOP presents GOV19 in Chicago.


Delve into Theranos, a company started with Elizabeth Holmes’ vision of providing blood testing in a radically different way. “You will not want to put this riveting and masterfully reported book down. No matter how bad you think Theranos story was, you’ll learn it was far worse.”


In this issue, Jag Dalal, COP, Director of Thought Leadership, IAOP provides some perspective on how the industry has – and continues to – evolve. Read on for his analysis on offshoring work coming back to the U.S. and a look at an old strategy that doesn’t necessarily work in digital times.


Congratulations to our newly professonals! “Being a COP helps others to have more confidence in what I do and bring to the relationship. It says I care enough to study and keep up on my industry as Its changing so I can bring the most current knowledge and best practices to my clients.”

Chapter Spotlight: IAOP’s Northern California Chapter and Women Empowerment, Leadership & Diversity (WELD) Chapter


These two dynamic chapters have planned an exciting fall line up for IAOP members and guests to take advantage of live and virtual programs on topics that matter in the workplace. Get involved with one or both of these chapters, today! Learn more!

From the PULSE Blog!

Bahamas Deserves Close Consideration for Specialty, High Value BPO and Nearshore Service Delivery

A niche player, The Bahamas offers significant advantages in the right scenarios. Recent hurricane headlines don’t tell the whole story. The Bahamas is a resilient country with first-world infrastructure, a dollar economy, political stability. The Bahamas was, is, and will be open for business.

The Ethics of Artificial Intelligence

Imagine you’ve applied for a job or for a loan, and you’re told you’re unsuccessful. You’re curious as to why, and so you use GDPR legislation to request access to the information the company holds on you. You obtain your data – and at the same time, you discover that the decision was made using artificial intelligence (AI) algorithms that screened out your application for no obvious reason. Or, imagine this …

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