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​​​​Documentos de interés

A talent war is looming, and IT services may just be
 the super weapon – HfS

A lot of the discussion about future employment prospects has focused on job loss caused by technologies such as automation. However, HfS Research has revealed that the situation is far more complicated than some commentators would admit. This report considers a trend that signals the emergence of a significant skills gap by identifying the requirements most businesses are chasing, and those they find the most challenging to locate. Further, it argues that challenges caused by an increasingly mobile workforce make attracting and retaining talent more problematic. However, firms that offer the right tools and technologies to employees may hold the secret weapon to get the best and brightest into their company. Para ver estudio aqu​í.


Payroll leaders viewpoint: navigating the
subcontracting model – HfS

The use of subcontractors for payroll services delivery (either in the form of processing or compliance advisory arms) is prevalent across all leading payroll outsourcing providers. Many use them even when the underlying payroll technology platforms used do cover country-specific payroll processing needs for every country where employees are based. This is because the vendor and customer need both – a local payroll processing engine and local compliance expertise. Para ver estudio aquí.


Technology and people: The great job-creating machine – Deloitte

In a world of driverless cars, self-checkouts and telephone banking, would humans have any jobs at all? We study data from the England and Wales census since 1871 to see what history has to say about technological innovation and its effects on employment. The data show that technology has created more jobs than it has destroyed in the last 144 years. We also identify four mechanisms through which technology has affected employment in the past. Para ver estudio aquí.


Shared Services Landscape on the U.S. West Coast in 2017 –SSON​

This interactive report from SSON Analytics maps out the 479 Captive/Hybrid shared services centers across the U.S. West Coast. This report answers   questions such as: Where are the SSCs hotspots in the West Coast? What functions are most popular & what are the emerging functions? What industries are performing domain specific functions? What industries & company size are locating their SSCs in the West Coast? Where in the West Coast is there most demand for shared services talent? Para ver estudio aquí.

Top Ten Big Data Trends for 2017- Tableau

​2016 was a landmark year for big data with more organizations storing, processing, and extracting value from data of all forms and sizes. In 2017, systems that support large volumes of both structured and unstructured data will continue to rise. The market will demand platforms that help data custodians govern and secure big data while empowering end users to analyze that data. These systems will mature to operate well inside of enterprise IT systems and standards. Para ver estudio aqu​í.


Cyber Risk – Deloitte 

Recent high-profile attacks on companies including retail, media and industrial sectors have highlighted the scale of damage that is now being caused by hackers and cyber terrorists. And this growing threat comes at a time when there is also increasing focus on how organizations manage risk. Regulators, investors and senior executives are putting companies under pressure to explain how the identify risks to their business and how they ensure these are being managed within an agreed risk appetite. Para ver estudio aquí.


Technology, Media and Telecommunications Predictions 2017 – Deloitte 

This edition introduces a number of changes. For the first time Deloitte includes predictions for all of the three sector together, and not splitting them, as they have done in prior years. This reflected TMT's evolution: with every year the overlap between these sectors has become greater, and multiple predictions are relevant to more than one sector. Assigning a prediction to a specific sector had in some instances become misleading. So from this year on, all topics are part of the same list. Para ver estudio aquí.

5 Things Companies must get right with RPA – HfS

​RPA has become one of the most sought-after business transformation technologies in recent times. Any company which has labour-intensive processes, where people are performing high-volume, highly transactional process functions, will boost their capabilities and save money and time with robotic process automation. To this end, the global market for RPA Software and Services reached $271 million in 2016 and is expected to grow to $1.2 billion by 2021 at a compound annual growth rate of 36% (see article). Moreover, our recent 2017 State of Operations and Outsourcing Study with KPMG shows a considerable appetite to make significant investments in RPA over the next two years from a third of major enterprises, especially in the hi tech (51%) and banking and insurance industries (44%). Para ver estudio aquí.

Intelligent Automation in Telcom Operations – HfS

​In HfS Research's Blueprint Report Intelligent Automation 2016, we highlighted that "intelligent automation (IA) is one of the most disruptive developments our industry is facing. The market development is still nascent, but we will see exponential growth set in within the next 12 months." However, there is no commonly accepted understanding of IA or its key components, adding to the blurred perception across industries. In this Point of View (PoV), we analyze the current adoption of automation in the telecom industry, service providers' offerings for automating telecom business processes, and the role of AI in the next stage of telecom automation productivity. Para ver estudio aquí.


Blockchain Basics: Q&A for Services Buyers – HfS

​If you want to know what blockchain is and how it could be relevant to your business, this is the time to dive in and explore it. Blockchain's particularly relevant to interactions and relationships that could be more impactful on outcomes because it offers an opportunity to share data and complete transactions in a way that is "tamper-proof," ensuring security and integrity. In the services industry, we are in the early stages of exploring the potential value – but far enough along the path that it's important to be conversant in what blockchain is, and to have an opinion on the timing of when to consider a proof of concept or broader pilot program. Para ver estudio aquí. ​

Millennials vs Boomers: Are You With The Beatles
or the Bieber? – 24[7]

Whether you were born in the age of The Beatles or the Bieber, the technology you use to communicate on a daily basis may differ greatly from your other-generational counterpart. Technology advancements present new ways to make our lives easier, but the rate at which technology is developing has made it impossible for anyone to embrace all of it. Additionally, older generations are more reluctant to change their ways just because new technology claims it can make things "easier". The accelerating rate at which new technology is introduced to the public has created a divide between how different generations prefer to communicate – and not just with their friends and family. Para ver estudio aquí.


Assessing cyber risk: Critical questions for the board and the C-suite – Deloitte 

Risk has traditionally been viewed as something to be minimized or avoided, with significant effort spent on protecting value. However, we believe that risk is also a creator of value and, approached in the right way, can play a unique role in driving business performance. Take the issue of cyber risk. Increased use of technology and globalization are key drivers of cyber risk, but they are also key sources of competitive advantage. Organizations that pull back from these drivers to try and protect value will likely fall behind, while organizations that find better ways to manage cyber risk can power superior performance through increased use of technology and globalization. Para ver estudio aquí. 


Blockchain: How this technology could impact the CFO – EY

​This document follows a series of other published documents discussing blockchain basics and generating awareness in this emerging technology. We have applied the CFO's lens to discuss the impact of proliferation of this technology on the finance function. This document will provide a foundation to start the discussion with finance teams and discuss the implications of this technology. Para ver estudio aquí.


Building trust across cultures: Privacy and data protection – Deloitte 

The outsourcing industry, which continues to achieve profitable growth for organizations across sectors, is now exposed to increased privacy risks around how privacy is viewed. When it comes to transferring individuals'' data across the region, it is important to better understand these risks in order to avoid data breaches. To do so requires a shift from a privacy and data protection approach that focuses solely on compliance with existing and emerging regulations, to one that also considers the region's culture and individual expectations and so builds trust with both individuals and regulators. Para ver estudio aquí. 

Safeguarding the Internet of Things - Deloitte

​There's no escaping the reality that virtually everything an organization does to run its business relies on digital technology. The Internet of Things (IoT) has rapidly evolved into ubiquitous communication and data management through digital technology. Smart, connected objects offer tremendous opportunities for value creation and capture, but can also create tremendous risk, demanding new strategies for value protection. Para ver estudio aquí.


US tax reform impact on the technology sector – EY

​Tax reform is a clear priority for Congress and President Donald Trump, and Republican control of both houses of Congress and the White House makes the prospect of achieving significant tax reform more likely within the year. The technology industry encompasses an array of subsectors on a global scale, including semiconductors, computer hardware and peripherals, software and internet/new media. Because of the significant variances of operational models across subsectors, the effects of US tax reform would vary substantially based on an enterprise's global supply chain. Para ver estudio aquí. 


Can you still afford to ignore robotics? Why the digital workforce
is your new reality – SSON

SSON's 2017 survey identified the fact that 41% of respondents are basing their KPIs on productivity-based measures – a fact that plays well into the efficiency gains delivered by robotics. In addition, just under 40% of respondents confirm that their annual efficiency targets are today based on their ability to expand scope or absorb work without adding headcount. The key determinant of success for both of these trends is the ability to leverage technology and do more with fewer people. Para ver estudio aquí.​

Reporte Comercio Exterior de Servicios 2016 - Procolombia

​Este documento proporciona un panorama general del comercio internacional y de las exportaciones colombianas del sector servicios. Las fuentes utilizadas son la Muestra Trimestral de Comercio Exterior de Servicios (MTCES), la Organización Mundial del Comercio, la Cuenta Satélite de Cultura, entre otras. Cada una de estas fuentes permite ver el detalle de unos sectores en particular, algunas son cifras oficiales y otras corresponden a estimaciones. Para ver estudio aquí.


State of the outsourcing, Shared Services, and Operations industry 2017 - HfS

​The outsourcing and shared services market has been in a seemingly endless state of flux – with the current market more muddled than ever before, organizations struggling to cope with competing priorities, and confusion on the best timing and methods to exploit technologies, like process automation and evolving service delivery models. Para ver estudio aquí.



Navigating the four themes of technology Disruption – Ernst&Young

Even in an industry accustomed to waves of change, technology executives are now navigating an unprecedented period of disruption and innovation. The era of cloud computing and smart mobility is bringing about change faster, more continuously and from more directions than ever. The cloud has emerged as a transformational force requiring strategic forethought, customer engagement and agile response — not only for success, but for survival. This transformational force is global and highly complex, encompassing new business models, new entrants and new markets — and always with the looming prospect of next-wave technology disruptors. Para ver estudio aquí.


Can divesting help you capitalize on disruption? – Ernst&Young

In 2016, we witnessed unprecedented divestment activity in the technology sector, with many large tech firms increasing their emphasis on portfolio review and making bold, strategic decisions about the future of their companies. Digital transformation is driving demand for tech acquisition targets, which puts upward pressure on valuations. This demand should incentivize would-be sellers to ration. Para ver estudio aquí.  ​

AI Will Lead to Fewer Jobs. So What Should Businesses Do About It? – 24 [7] 

Robots will take 24.7 million jobs by 2027, but create 14.9 million new jobs in the same period. The answers depend on your point of view and whether you're a government leader, a business leader, or a worker thinking about your own future. Should we tax robots, as Bill Gates suggests? Should we adopt universal basic income as Musk suggests? "Ultimately," said Musk, "I think there will need to be some sort of improved symbiosis with digital superintelligence, but that's a pretty involved discussion." Para ver estudio aquí.

​The Industrial Internet and the Industrial Internet of Things – I Scoop

​We've explained what the Industrial Internet of Things (IIoT) is and posted an update on the state (and evolutions) regarding the IIoT market. Maybe you also have come across another term and concept, the Industrial Internet. Is there a difference between the Industrial Internet and the Internet of Things in an industrial context? What is the Industrial Internet anyway and does it matter? Here is what you need to know. Para ver estudio aquí.


Accelerating time-to-value in your Big Data mosaic – HfS


Every business leader wants to see results and business value from their analytics investments. However, ROI on big data projects is rarely immediate, with the level of effort typically taken in initially developing data infrastructures, talent, and analytical tools and capabilities. Moreover, business stakeholders want these results in a much more compressed timeframe, making time to value the biggest ask. Para ver estudio aquí.    


How integrated security improves digital customer experiences – HfS

​In today's interconnected environment, where customers want to be able to work with you safely without sacrificing speed or effectiveness, security is the lynchpin of great customer experiences. In fact, as more "back office" processes become visible to customers, your ability to integrate security into all aspects of your business will become a critical differentiator in the experience you can offer. Para ver estudio aquí.


Making Cognitive Real: The Transformation of Service Agents – HfS

As organizations are progressing toward the As-a-Service Economy with a dual mandate to drive down cost while increasing business agility, service delivery is ever more taking center stage when discussing strategic imperatives. Notions of Intelligent Automation are not only enabling that journey, but are also disrupting business models as well as the delivery of services. Para ver estudio aquí.


​IT Infrastructure Management Services in the Post-Digital World – HfS

​Over the past couple of years, we've put forward some different ideas on the way the industry we call (or used to call) outsourcing is evolving and changing. The market data that we are putting out at the moment doesn't give enough of a picture of the market and what is going on – with the relatively conservative (poor) forecast figures reflecting the demise and disruption of the old world, rather than sign-posting the emergence of new more innovative and exciting markets. Para ver estudio aquí.


DevOps: How to utilize it in your IT workspace – SearchITOperations

Attacks are often unmasked because they show up as a problem affecting performance of systems, operating systems or browsers. "This goes back to the old days, when people would call the help desk and complain that their machine was running slow and it was being weird," said Chris Christiansen, senior consultant at Hurwitz & Associates, a consulting, market research and analyst firm in Needham, Mass. Unlike the old days, however, the increased speed of DevOps can deepen the IT fog of war. Para ver estudio aquí.

Your best agent is  Chatbot – [24]7

Advances in artificial intelligence mean that chatbots can automate more interactions than were previously possible with older technology. Now enterprises can use artificially intelligent chatbots as virtual agents or assistants to replicate the effectiveness of their best agents and reduce customer frustration and wait times. While technology has made major leaps in the decades since chatbots were first developed, it's not an easy, do-it-yourself type of project for the enterprise. Read on to get the scoop about what chatbots can do—and can't do—for the enterprise right now. Para acceder al estudio haga clic aquí

​Exploring Firm-Level Innovation and Productivity in Developing Countries: The Perspective of Caribbean Small States – IDB

This monograph explores productivity, innovation, and firm performance, important issues that affect private sector development in the Caribbean region. Using unique and recently available datasets consisting of more than 4,000 surveys at the firm level, and covering 13 Caribbean countries, it examines a set of variables that affect productivity and innovation in the region. The chapters provide a unique perspective on the barriers to innovation, and on how access to finance, competition, foreign direct investment, gender, access to electricity, and public programs affect productivity and innovation at the firm level. The publication culminates with a review of the policy interventions that could have the most impact in increasing firm performance within the region. Para acceder al estudio haga clic aquí.

Tech Trends 2017: The kinetic enterprise – Deloitte

Blink and you could miss it. The speed at which technology advances and upgrades can seem overwhelming. In the kinetic enterprise, the only constant is change. The 2017 report outlines how companies presently must sift through the promotional noise and hyperbole surrounding emerging technologies to find those solutions offering real potential. To realize that potential, they should become 'kinetic' organizations—companies with the dexterity and vision required to thrive amid ongoing technology-fueled disruption. Para acceder al estudio haga clic aquí

Global Predictions 2017: Which trends may disrupt business? How could consumer habits change? – Deloitte

​As the pace of technological change becomes exponentially faster, it is increasingly difficult to identify the major trends that could have profound effects on enterprises and consumers. To help address this challenge, we're pleased to offer the 2017 version of Predictions from Deloitte Global, designed to provide insight into what may offer disruption and growth opportunities across the technology, media and telecommunications ecosystems. Para acceder al estudio haga clic aquí.

The blockchain equation: need = use case + comparative cost – HfS

If you believe the hype around blockchain, you've bought into the idea that all complex transactions can be solved by blockchain (if you REALLY believe the hype, blockchain eventually will cure cancer and predict Grammy winners...) Market hysteria aside, blockchain does indeed have the potential to change business and society. But it's not the answer for every computing or application problem. Not by a longshot. In fact, there are many use cases being touted now that make us scratch our heads and ask "Why would we use blockchain when other solutions work fine and are cost effective?" Para acceder al estudio haga clic aquí.

Evolution of Canadian Shared Service Centers (2000-2015) - SSON 

​Do you need insights into the Shared Services landscape in Canada? SSON Analytics reviewed internal and external data to answer these questions and more. Where are SSCs located in Canada? Which industries have most SSCs and how has that changed? What % of SSCs are multifunctional? Which industries have adopted this? Which functions are most common? How much high-value work is happening in the region? Where are Canadian SSCs headquartered? What customer geographies are serviced by Canadian SSCs? What are the drivers when deciding SSC location? Para acceder al estudio, haga clic aquí

Evolution of Latin America Shared Service Centers (Captive/Hybrid excluding BPO) - SSON 

SSON Analytics has reviewed internal and external data on Captive/Hybrid Shared Services Centres in Latin America to present this report. Here are the key findings: The LATAM SSC market accelerated in 2010, boosted by LATAM-servicing SSCs particularly in Costa Rica, Mexico and Colombia. Costa Rica & Uruguay have dramatically more SSCs per million per as opposed to top SSC country Brazil Despite volatile prices in LATAM, SSCS enjoy much lower attrition than another hot SSC destination, the Philippines.​ Para acceder al estudio, haga clic aquí

U.S. Shared Services Landscape 2017 Part 1: The War for Talent (Updated Weekly) - SSON 

​This interctive reposrt is the first in a 2 - Part analysis of nearly 1.600 shared service centers (SSCs) across the U.S. (an increase of approximately 100 since our 2015 report). Part 1: A city level analysis of the U.S. shared services landscape focusing on the war talent, displaying the talent availability, salaries and job markets. Part 2: Insights into process benchmarking - to be published in Q1 2017. Para acceder al estudio, haga clic aquí

Natural Disaster Risk Analysis ​of U.S Shared Services Hotspots - SSON

As the 2016 hurricane season draws to a close, SSON Analytics has analysed the levels of natural disaster risk in U.S. shared services hotspot cities. With this reasearch, you will be able to discover which cities are most popular for shared services in the U.S. and assess how risk of windstorm, flood and earthquake compare across SSC hotspot cities.​ Para acceder al estudio haga clic aquí​

Technology, Media and Telecommunications Predictions 2017 - Deloitte

Deloitte Global predicts that the active base of fingerprint reader-equipped devices will top one billion for the first time in early 2017. Aditionally we expect each active sensor will be used an average of 30 times a day, implying over 10 trillion aggregate presses globally over the year. Deloitte Global further predicts about 40 percent of all smartphones in developed countries will incorporate a fingerprint readers as of end-2017. We expect that at leats 80 percent of users with a fingerprint reader-equipped smartphone will use this sensor regularly; this compares to 69 percents of users in mid-2016. Para acceder al estudio haga clic aquí


The Nine Elements of Digital Transformation ​- MIT

The use of technology to radically improve performance or reach of enterprises — is a hot topic for companies across the globe. Executives in all industries are using digital advances such as analytics, mobility, social media and smart embedded devices as well as improving their use of traditional technologies such as ERP to change customer relationships, internal processes and value propositions. Other executives, seeing how fast digital technology disrupted media industries in the past decade, know they need to pay attention to changes in their industries now.​ Para acceder al estudio haga clic aquí.​ 

Defining the Digital Oneoffice Organization ​​​- HfS

A digital organization has the ability to take all the cool social, mobile and interactive tech we use in our personal lives and create that experience for all the people in its environment: its employees, customers, and partners.​ Everything about the digital organization is about engaging people in the right way by responding to their needs instantaneously, giving people their choice of medium to interact with it, be it voice, chat box, text, Facebook messenger, email, virtual agent, etc. Integrating data across all its key interaction channels is native to the digital organization - the barriers between functions, departments, and process chains have been completely eroded to create OneOfficeTM, so customers and partners will have one unified experience when they interact with it. Para acceder al estudio haga clic aquí.

Robotic Process Automation Security – SSON​​

While robotic process automation (RPA) is currently one of the most popular enablers of services, there is still plenty of mistrust, and sometimes fear, around the idea of unleashing an army of robots in enterprise systems. In many cases it is the IT department – often for the right reasons – that presents the main hurdle. While an often touted "benefit" of RPA is that the business itself can implement robotic solutions, with little input required from IT, the truth of the matter is that you´ll need IT´s engagement in design and deployment if you need them to partner on a solution, when things go wrong. Para acceder al estudio haga clic aquí. 

Market Index Q4 2016 ​- HfS

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q4 2016.


It provides:​

  1. An update of the HfS top-line market forecast.
  2. A revenue performance review of the leading service providers during calendar Q3 2016.
  3. A look at the key events and activities that impacted the market over the last 12 months​​. 

Para acceder al informe haga clic aq​uí. ​​

Growing Cybersecurity Industry – Nasscom

An increasingly interconnected world is characterized by the proliferation of digital identities, and the adoption of digital technologies and process (with social, mobile analytics and cloud as key components). While such technologies have changed everyday life and revolutionized the way businesses and governments run, their adoption and continuous evolution have brought a multitude of vulnerabilities to the fore and increased the potential impact of a cyber-attack exponentially. Para acceder al estudio haga clic aquí.

At the Intersection of International Tax and Digital Transformation – EY​​

The good news is that technology can also help companies prepare for digital taxation. That may be cold comfort for those who see digital taxation as invasive or who now have to retool and reskill their tax departments with systems expertise, data analytics capabilities and more. But the only answer is that the sooner the realization sets in and the transition begins, the better positioned companies will be for the future of global taxation. Para acceder al estudio haga clic aqu​í.

The Era of Cognitive is Changing the Notion of Service Agents – HfS

The pace of change and innovation driving the need for Intelligent Automation (IA) capabilities is astounding. Our inaugural HfS Intelligent Automation Blueprint research has outlined how many of the leading service providers are anticipating and investing in the emerging disruption that will transform the way many enterprises adopt services to manage their operations. Suffice it to say, there is a marked difference between providers building out their assets and actual adoption by clients. While the notion of IA is still clearly poorly defined in the industry, the common denominator is centered on enterprises being able to increase their operations without having to keep increasing its global labor pool to support it. Para acceder al studio haga clic aq​uí.

Managing Security to Achieve Digital Trust in 2017 – HfS

Being a digital company means customers, employees, and suppliers need to be able to trust your firm—digital trust. Success now depends on your ability to deliver this digital trust, a good working experience underpinned by the security of knowing that the client's data and other sensitive information are protected from hackers and others who would use that information in damaging ways.​ Para acceder al estudio haga clic aquí. 

The Internet of Things Ecosystem, Unlocking the business value of connected devices - Deloitte

IoT has the potential to offer business value that goes beyond operational cost savings. Providers in the IoT ecosystem have a largely unexplored opportunity to develop compelling IoT solutions that explore how the ability to collect and analyze disparate data, in real-time and across time, might transform the business. These developments will play out within and across enterprises, offering opportunities for sustained value creation and even disruption for those who can imagine possibilities beyond the incremental. Para acceder al estudio haga clic aq​uí.

Supplying the future of mobility - Deloitte

In navigating the past several years, auto suppliers have encountered any number of speed bumps and traffic delays. Leaders at original equipment (OE) suppliers have tackled automaker demands for productivity gains, stricter environmental and safety regulations, increasing liability for warranties and recalls, and the relocation of capacity as automakers have pushed into emerging markets. And somehow, through all the uncertainty and upheaval, suppliers have thrived: Since 2010, OE sales revenue growth has outpaced that of the top automakers. Para acceder al estudio haga clic aq​uí.

Delivery Location Announcements by Service Providers and Captive Centers in Q3 2016-HfS

Service Providers and Captive Centers Continue to Bolster their Location Capacities, IT and business process outsourcing trends are impacting the location choices. The cost and the tax credits remain important factors, but the talent and client proximity drive decisions. Onshore, Offshore and Nearshore locations announced during this quarter are almost proportionately spread. While the providers of outsourcing (IT+BPO) services realize the value of balanced geographic presence, many countries are also waking up to the importance of this segment. Hence, governments of many cities and states are redoubling their efforts to attract investments by creating friendlier policies and nurturing talent. Para acceder al estudio haga clic aqu​í.

Getting the Ball Rolling with RPA in Healthcare Operations- HfS

Automation is having its moment in the spotlight. But it's not new, and it's not just a moment in time; it's central to a more efficient and effective healthcare operation. What's critical to focus on at this point, from an operations perspective, is how automation—Robotic Process Automation (RPA)—can be integrated into your service delivery—whether you are a healthcare provider, payer, or service provider. Para acceder al estudio haga clic aquí. 

How to be As-a-Service in Contact Center Operations​

Contact center operations are being faced with the potential of serious impact from a number of shifting dynamics. Rising consumer expectations coupled with technology advancements are leaving contact center operators struggling to play catch up in terms of both talent and process. We found that while Contact Center operators are keen to evolve, they are still in early stages of adopting the As-a-Service ideals. Traditional butts-in-seats engagements are still the norm in this market which desperately wants to become more strategic but struggles with writing off its legacy.​ Para acceder al estudio haga clic aquí aquí. 

​From Box to Cloud - McKinsey 

Cloud computing is moving closer to the center of executives’ strategy discussions. Concerns about security and decision rights remain, but faster processing speeds, better network connections, the ubiquity of mobile devices and big data, and other technological advances are making it more appealing for companies in all industries to purchase their software as a service (SaaS) rather than buy it in a box.​ Para acceder al estudio haga clic aquí. 

The Rise of Data Exclusive - Deloitte

In recent years there have been two contrasting trends with voice. Firts, mobile voice volumes as measured in minutes have increased by 20 percent between 2012 and 2016, likely because of the increased affordability of voice minutes, the rising take up of unlimited voice packages, an increase in voice minute allowances and an ongoing substitution of fixed to mobile calling. Para acceder al estudio haga clic aquí.​

Journey to Intelligent Operations in Banking - HfS

It's not easy being a bank in the 21st century. Few industries have faced such a seemingly endless stream of challenges – economic downturns, intense regulatory shifts, the banking crisis and now digital disruption, all taking place over the past decade. To investigate how the banking industry is evolving to address these issues, HfS Research, surveyed banking leaders to take a pulse on the use of talent and technology to achieve more Intelligent Operations. Para acceder al estudio haga clic aquí. 

Journey to Intelligent Operations in Insurance -HfS

Insurance carriers today have a broad spread of operations support being run across MGAs, agencies, outsourced and offshored service operations, in-house shared service centers and distributed offices. Insurance carriers need to find a bridge between the radical "digital" experiments happening on the front end, with the global middle office and back office service delivery backbones they have put together over the last couple decades.​ Para acceder al estudio haga clic aquí. 

The Global Competitiveness Report 2016–2017​ - World Economic Forum

The Global Competitiveness Report 2016–2017 is being launched at a time of rising income inequality, mounting social and political tensions, and a general feeling of uncertainty about the future. Growth remains persistently low: commodity prices have fallen, as has trade; external imbalances are increasing; and government finances are stressed. However, it also comes during one of the most prosperous and peaceful times in recorded history, with less disease, poverty, and violent conflict than ever before. Against this backdrop of seeming contradictions, the Fourth Industrial Revolution brings both unprecedented opportunity and an accelerated speed of change. Para acceder al informe haga clic aquí. ​​

Industry 4.0 and Distribution ​Centers, Transforming Distribution Operations Through Innovation - Deloitte

Industry 4.0 technologies enable warehousing facilities to adapt to significant changes in their business. The last several years have seen the migration away from warehouse-based stockpiling of inventory to high-velocity operations, pushing more products through the same physical assets while bringing down overall costs. Known as distribution centers (DCs) rather than warehouses, they are an important component of the supply chain infrastructure and are increasingly treated no longer as cost centers, but rather as strategic facilities to provide competitive advantage. As the need for greater order customization, shorter lead times, better quality control, reduced labor costs, and higher production output is increasing, adaptable advanced technologies a​re emerging as a solution to achieve these goals.​ Para acceder al informe haga clic aquí. ​

Best Practices for Critical Information Infrastructure Protection (CIIP)- BID

Over the past few decades, Latin America and the Caribbean (LAC) has witnessed numerous changes in its development, with most being beneficial. Notwithstanding considerable variation, most countries experienced technological modernization and economic growth. Positive changes relate to sizable growth and expansion of the region's network infrastructure sectors, such as transport, energy, and information and communications technologies (ICT), among others. Para accede al informe haga clic aquí. 


​We may live in a time where there are real advances in the availability of digital, analytics, automation and cognitive technologies, however, these can only be truly effective and impactful, once enterprises have re-designed their processes to achieve their desired business outcomes. The opportunities to reshape Business Process Outsourcing (BPO) or Business Process Management (BPM) engagements to deliver much greater strategic value and outcome alignment have never been so strong. Ambitious service buyers are driving their service providers to prove their value and their appetite to invest in them. Para acceder al informe haga clic aquí. ​

The Global Information Technology Report 2016 - WEF

The exponential speed of developments; disruption across all major industries; and the impact on entire systems of production, management, and governance are what differentiates these developments from previous "industrial revolutions." However, while all these developments will bring many benefits, they also carry risks. If managed well, they have the potential to give rise to innovation that will drive growth and social impact. If not handled appropriately, challenges such as the rising threat of cyberattacks that expand into the physical world, privacy issues, and the polarizing effects of technologies on labor markets could derail these benefits. Para acceder al informe haga clic aquí. ​

BPO top 50 - HfS 

Ever since the recession of 2008 and the subsequent recovery, the shape and direction of the BPO business has been challenging to predict. A popular myth in the sourcing world is that a poor economic climate leads directly to offshore-centric outsourcing to drive out operating costs; however, this is just not the case. During the 2008 recession, outsourcing growth took a significant hit as many enterprise organizations shied away from radical business decisions. In spite of some economic recovery in recent years, market conditions have remained challenging as enterprise buyers questioned the true ROI of outsourcing business processes. While there is clearly money to be saved through labor arbitrage, many enterprises have invested in their own shared services centers to drive productivity, believing they can drive their own savings through centralization, internalized offshoring of work and better streamlined technology systems. Para acceder al informe haga clic aquí. 

Engineering Services Outsourcing Trends in Q2 2016 ​

Welcome to the Q2 2016 edition of our quarterly engineering services outsourcing trends analysis. Every quarter we bring you our research and analysis of available financial results of leading global engineering service providers, engineering service outsourcing deals, mergers and acquisitions, key partnerships agreements, location moves of ER&D service providers and enterprises and their alignment to the recent HfS research.​ ​​Para acceder al informe haga clic aquí. 

Achieving Maximum BPO Value: How Smart Buyers Structure Contact Center Relationships

Deloitte Global predicts that by the end 2016 fewer than 25 percent of information technology (IT) jobs in developed countries will be held by women. Lack of gender diversity in IT is both a social and economic issue. Global costs may be in the tens of billions of dollars; according to one study, the gender gap in IT costs the UK alone about $4 billion annually. Given that cost, gender parity (roughly 50 percent women in IT jobs) seems a reasonable goal oer the long term. Why are the 2016 numbers less than half that goal, and why aren´t they improving faster?. Para acceder al informe haga clic aquí. 

Market Index Q2 2016 ​- HfS

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q2 2016.


It provides:​

  1. An update of the HfS top-line market forecast.
  2. A revenue performance review of the leading service providers during calendar Q1 2016.
  3. A look at the key events and activities that impacted the market over the last 3 months​​. 

Para acceder al informe haga clic aquí. 

Aligning the Organization for Its Digital​ Future​ - Deloitte University 
Many companies are responding to an increasingly digital market environment by adding roles with a digital focus or changing traditional roles to have a digital orientation. The list of “digital” business roles and functions is extensive and growing. There are now digital strategists, chief digital officers, digital engagement managers, digital finance managers, digital marketing managers, and digital supply chain managers, among other positions. Despite the proliferation of digital roles and responsibilities, most executives recognize that their companies are not adequately preparing for the industry disruptions they expect to emerge from digital trends. Nearly 90% of respondents to a 2015 global survey of managers and executives conducted by MIT Sloan Management Review and Deloitte1 anticipate that their industries will be disrupted by digital trends to a great or moderate extent, but only 44% say their organizations are adequately preparing for the disruptions to come. Para acceder al informe haga clic aquí. 

E-Commerce in Asia - Asia Briefing ​

As the digital revolution transforms shopping habits worldwide, emerging markets in Asia stand out as enormous opportunities for foreign investment. Rising internet penetration, a growing consumer base, and rapidly developing logistics infrastructure contribute to burgeoning e-commerce activity in all three of China, Vietnam, and India. Accessing these markets is complex, however, making it essential to weigh the benefits and drawbacks of various entry models and how they help or hinder access to target demographics and future growth. This report outlines the e-commerce markets in China, Vietnam, and India and offers guidance on establishing a presence in these vibrant regions. Para acceder al estudio haga clic aquí. 

Digital Globalization: The New Era of Global Flows - MacKinsey Group

The web of global economic connections is growing deeper, broader, and more intricate. Yet much of the public discussion surrounding globalization is stuck on the narrow topic of trade surpluses and deficits. This lens fails to take into account the new and more complex reality of a digitally connected global economy. While the global goods trade and financial flows have flattened since the Great Recession, cross-border flows of data are surging. They now tie the world economy together just as surely as flows of traditional manufactured goods. Today’s more digital form of globalization is changing who is participating, how business is done across borders, how rapidly competition moves, and where the economic benefits are flowing. Even though advanced economies in general continue to be the leaders in most flows, the door has opened to more countries, to small companies and startups, and to billions of individuals. Para acceder al informe haga clic aquí. 

The International Trading System in the Digital World- ITC

IT & IT-enabled Business Services has seen rapid growth in relative importance vis-à-vis the traditional Tourism and Transport sectors.  Intermediate business-to-business trade in so-called “other commercial services”, which are dominated by ICT and business services, is the fastest growing component of world trade today. We are still only in the initial stage of the digital age, but developing countries are already participating actively in this 21st century services trade. In such sectors, physical barriers affecting land-locked countries and island states are less important. ​Para acceder al informe haga clic aq​u​í.​ 

Achieving Maximum BPO Value: How Smart Buyers Structure Contact Center Relationships - ​Everest Group

The global third-party BPO industry is valued at approximately US$150 billion today. The industry and its services have evolved significantly over the years. While it began largely as a cost optimization play focused on non-core business processes, BPO engagements have fundamentally changed over the past several years. The scope of BPO engagements has expanded to encompass the entire business process value chain, supporting a wide variety of objectives including agility, flexibility, compliance, and improved business outcomes, among others. The dynamic nature of the industry has had an impact on the buyer-service provider relationship as well. In the past, buyers focused on multiple service provider relationships for risk mitigation and cost optimization purposes. With the focus moving towards business outcomes, buyers are now investing more time and effort on individual relationships. As a result, there are fewer but more meaningful BPO partnerships that also succeed in capturing better business value.​​​  Para acceder al informe haga clic aquí. ​

The Internet of Things- Deloitte

Increasingly, forward-thinking organizations are focusing their Internet of Things (IoT) initiatives less on underlying sensors, devices, and “smart” things and more on developing bold approaches for managing data, leveraging “brownfield” Internet of Things infrastructure, and developing new business models. Meanwhile, others are developing human-impact, Internet of Things use cases for boosting food production, cutting carbon emissions, and transforming health services. Para acceder al informe haga clic aquí.

​​​​​​Digital reinvention in action- What to do and how to make it happen- IBM 

Digital technologies have altered how people and businesses interact. Digital forces have created unprecedented levels of industry dislocation and are fundamentally changing business economics. To succeed in t​his disruptive environment, organizations will need to offer compelling new experiences, establish new focus, build new expertise and devise new ways of working. Business leaders will face a stark choice: Either digitally reinvent their enterprises, or watch as their businesses decompose around them. Successful digital reinvention will involve a fundamental reimagining of how an organization operates and how it engages with its environment.​ Para acceder al informe haga clic aquí.

The digital overhaul- Rethinking manufacturing in the digital age- IBM

The digital age has brought with it a new way of thinking about manufacturing and operations. Labor rate changes in emerging economies, coupled with challenges associated with logistics and energy costs, are influencing global production and associated distribution decisions. Significant advances in technology, including big data and analytics, the Internet of Things (IoT), robotics and additive manufacturing, are shifting the capabilities and value proposition of global manufacturing. In response, manufacturing and operations require a digital overhaul: The value chain must be redesigned and retooled and the workforce retrained – quickly. Para acceder al informe haga clic aquí.​

Digital Transformation- IBM 

Individuals and businesses alike are embracing the digital revolution. Social networks and digital devices are being used to engage government, businesses and civil society, as well as friends and family. People are using mobile, interactive tools to determine who to trust, where to go and what to buy. At the same time, businesses are undertaking their own digital transformations, rethinking what customers value most and creating operating models that take advantage of what’s newly possible for competitive differentiation. The challenge for business is how fast and how far to go on the path to digital transformation.​ Para acceder al informe haga clic aquí.

The expansion of higher education in Colombia: Bad Students? or Bad Programs?​- BID

Rapid expansion in the demand for post-secondary education triggered an unprecedented boom of higher education programs in Colombia, possibly deteriorating quality. This paper uses rich admnistrative data matching school admission information, wages and detailed socio-economic characteristics of the Young graduates, and standardized test scores pre- and post-tertiary education, to assess the heterogeneity in​ the value added generated by higher education program. Our findings show that once we account for self-selection, the penalty of attending a recently created program that initially appeared to be lar​ge becomes much smaller, and close to zero.​ Para acceder al infome haga clic aquí.​​

A methodological framework for comparative land governance research in Latin america and the Caribbean- BID

This paper is part of a broader initiative to support the improvement of urban land management and housing services throughout Latin America and the Caribbean. Strengthening urban land governance is critically needed to prevent corruption in the land sector, curtail false land claim documentation, protect the environment, and modernize property assessment procedures that essential for the financing of public services. Para acceder al informe haga clic aquí.​


The impact evaluation of Cluster development programs methods and p​ractices- BID

Do cluster development programs work? Do they fundamentally encourage the essential inter-firm linkages and coordination? Do they lead to enterprise development, larger employment, and export growth, and if so, after how long? Do other firms benefit from these programs? This research offers insight into quantitative methods that help answer these questions.​ Para acceder al informe haga clic aquí​.​

The journey to government’s digital transformation- Deloitte

In the coming decade, several factors—an aging population, the rise of Millennials, budget shortfalls, and ballooning entitlement spending—could reshape the way government delivers services. But the introduction of new digital technologies is likely to be the most important factor of all. Indeed, governments from Toronto to Seoul are in the midst of a historic (and frequently wrenching) transformation as they abandon analog operating models in favor of digital systems​. Para acceder al informe haga clic aquí.​

Tech Trends 2016 Innovating in the digital era- Deloitte

In a business climate driven by powerful digital forces, disruption, and rapid-fire innovation, every company is now a technology company. Whereas technology was traditionally confined largely to operations and execution, its digital expression now informs all aspects of business, from ideation to delivery. We witness daily how it drives product design, upends venerable business models, and rewires competition. Para acceder al informe haga clic aquí.​

Where do you fit in the new digital ecosystem? An overview of the trends shaping the technology, media, and telecom industry- Deloitte 

​This research aims to demystify the trends shaping what we call the digital ecosystem, to show the trends’ direction and how they intersect; we look at what’s behind today’s value shifts and offer a structured way to view these trends. In presenting a new framework—based on analysis of ecosystem companies over 30 years and interviews with TMT strategists—our goal is to help you anticipate and leverage the trends with the goals of competing successfully and staying relevant. Para acceder al informe haga clic aquí.

7 Things you need to know about virtual mobile infrastructure​- SierraWare

This paper describes the challenges introduced by BYOD and the advantages and drawbacks of today’s mobile security solutions. This paper also introduces virtual mobile infrastructure (VMI) lays out the seven requirements that organizations should consider when evaluating VMI solutions.​ Para acceder al informe haga clic aquí.

SSON’s Annual State of the Shared Services Industry Report

With much of the discussion around Shared Services evolution hinging on new opportunities that have presented themselves in recent history, SSON recently canvassed its members to find out how they were positioning themselves to become more relevant and offer better service in the coming years. ​

In this exclusive report SSON is pleased to share with you an overview of how North American based Shared Services have responded to our ​questions. Para acceder al reporte haga clic​ aquí 


CX Gaps Are Fixable – Faster Than You Think- IntelliResponse ​

How do you close the customer experience gap? It sounds like an enormous undertaking, but the truth is it's a lot easier to do than you might think IF you know where to focus first. This paper helps you uncover problem areas in your CX and includes visual examples of digital CX technologies that are specially designed to plug those gaps for good. Para acceder al informe haga clic aquí.

The marriage of mobile and Data Analytics- CIO Decisions​​

Delivering the right information to the right person at the right time has been a CIO priority since IT organizations were invented. According to the Society for Information Management, CIOs have ranked business intelligence/analytics as their No. 1 IT investment for the past six years. Para acceder al informe haga clic aquí.​

Shifting into high gear: mitigating risks and demonstrating returns- Erns't​ and Young​

Organizations are looking to use FDA due to concerns over growing current and emerging threats, as well as the increasingly complex regulatory environment. Across all industries, the fastest-growing threats in the fraud risk universe are from cyber breaches and insider threats — and respondents recognize the importance of harnessing FDA to respond to these new threats. Para acceder al informe haga clicaq​uí.​

Run and transform: application services and the new sourcing paradigm- Alsbridge​

Once a peripheral topic at board meetings, technology is increasingly becoming a core element of business strategy and corporate identity. “Google” as a verb, “digital” as a noun and the “uberification” of everything underscore the extent to which technology has disrupted and redefined how business leaders approach their jobs. In this environment, effective IT outsourcing is more important than ever, and while cost reduction remains a priority, enterprises increasingly focus on leveraging technology to aid competitive differentiation and foster innovation, open new channels of service delivery, expand and penetrate customer base and foster revenue growth. ​ Para acceder al informe haga clic aquí. ​

Dividendos Digitales: informe sobre el desarrollo mundial- World Bank​

Las tecnologías digitales se han extendido rápidamente en gran parte del mundo. Los dividendos digitales —los beneficios más amplios en términos de desarrollo derivados de la utilización de estas tecnologías— no han avanzado en la misma medida. En muchos casos, las tecnologías digitales han impulsado el crecimiento​ ampliado las oportunidades y mejorado la pres​​tación de servicios. ​

  • ​Para accerder al informe en español ​haga clic aquí.
  • Para accerder al informe en inglés haga clic aquí​.

The foundation of future automotive retail: Omni-channel customer engagement- Deloitte
As the rise of the connected consumer takes shape, how can the automotive retail industry—typically focused on brick and mortar—shift its thinking around sales and marketing and engage with the connected consumer? Para acceder al informe haga clicaquí.

The altering landscape of marketing- Deloitte

Deloitte Digital conducted a study of social content to understand the evolving landscape of marketing. We reviewed quantitative and qualitative data to determine top-of-mind concerns for CMOs, which revealed four key trends. Para acceder al informe haga clic​ aquí.

Corporate accelerators: spurring digital innovation with a page from the Silicon Valley playbook​- Deloitte

A growing number of innovation-hungry companies are taking inspiration from Silicon Valley: They are setting up accelerators that nurture start-up companies while giving themselves access to fresh ideas and new technologies. This tactic won’t likely produce home-run results in every case, but for corporations seeking to innovate more and grow faster, it may be worth exploring.​ Para acceder al informe haga clic​ aquí.

Navigating the new digital divide- Deloitte

This report explores the digital preferences of consumers, especially how the use of digital devices impacts in-store shopping behavior. It is based on a survey of thousands of consumers in nine different worldwide markets.​ Para acceder al informe haga clicaquí.

​​Cognitive technologies enhance enterprise software- Deloitte

Deloitte Global predicts that by end-2016 more than 80 of the world's 100 largest enterprise software companies by revenues will have integrated cognitive technologies into their products, a 25 percent increase on the prior year when 64 of the top100 had launched products and services which featured one or more cognitive technologies in 2015. By 2020, we expect about 95 percent of the top 100 will have incorporated one or more cognitives technologies. Para acceder al informe haga clic aquí.

Trends 2016: the future of customer service- Forrester​

This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.Para acceder al informe haga clicaquí. 

Patient engagement strategies in a digital environment: life sciences companies respond to changing patient expectations​- Deloitte

Life sciences executives are responding to the pharmaceutical industry’s changing focus toward holistic patient management and improved real-world outcomes. But are they moving swiftly enough, and in the right direction? New ecosystem participants outside of the traditional health care enterprise—wearable health monitors, mobile wellness apps, device companies, telecom companies, and more—are fast moving in order to cater to changing patient expectations. Para acceder al informe haga clic aquí.

Global Review 2015- Erns't​ and Young

Under our Vision 2020 plans we​ are explicit about our purpose of building a better working world, and this has given us great momentum both inside and outside the organization. It has helped us engage with our clients and guide our successful work on their complex issues; it has also helped us attract, retain and motivate our people. We are proud of this year's results, which saw fast-paced growth across all of our service lines and in each geographic area.​ Para acceder al informe haga clicaquí.

Clever machines at your service- Everest

We are seeing wave upon wave of technology-enabled change in the global sourcing market. Smart automation technologies, in particular, are coming in at a time when the market has already been disrupted by the rise of Robotic Process Automation (RPA). Smart technologies are intelligent software with machine- learning capabilities. These derive their intelligence in a variety of ways including big data, patterns, or natural language capabilities. Para acceder al informe haga clic aquí. ​

​​​Global Business Services: better together- Deloitte

The term "Global Business Services" ​has been applied to a wide variety of models that attmpt to coordinate service delivery across multiple functions, such as finance and HR. Some organisations view Global Business Services simply as having cooperation among all their functional shared services centres, perhaps with some common forums to share learning. Para acceder al informe haga clic aquí.

Upshifting value and talent through Robotic Process Automation (RPA)- Deloitte

Robotic Process Automation (RPA) is fast emerging as the key lever to drive productivity for Business Process Services (BPS). While automation has been part of the strategy of enterprises for years, the broad-based emergence of RPA in the past two to three years offers a new and powerful tool. This has created a compelling avenue to pursue the next wave of productivity and quality gains for the enterprises. Para acceder al informe haga clic​ aquí.

Drilling down on dual eligibles: how an analytical segmentation approach can help organizations with their health care quality and cost-control strategies- Deloitte

There has never been a better time for health care organizations to understand how to efficiently and effectively leverage data analytics to improve care and lower costs.​ Para acceder al informe haga clicaquí. 

Smart device, smart pay: taking mobile payments from coffee shops to retail stores- Deloitte

Traditional e-commerce and digital wallet companies—as well as mobile device manufacturers— are actively investing in developing a point-of-sale (POS) physical presence in retail stores to capture the growth in mobile payments (mPayments) at POS terminals.Para acceder al informe haga clic aquí.

Corporate development strategy: thriving in your business ecosystem​- Deloitte

To create successful transactions, today’s deal environment demands new levels of creativity and forward thinking from corporate development professionals. Whether the question is where to find targets, how to structure terms, or when and what to communicate with shareholders about a transaction, one sure ​answer is that what worked yesterday may need to evolve and adapt to an increasingly fast-paced and ever-evolving environment to succeed tomorrow. Para acceder al informe haga clic ​aq​​uí.

Tholons 2016 Top 100 outsourcing destinations​

The generally tepid movement of destinations in the Tholons 2016 Top 100 Outsourcing Destinations Report reflect the lingering impact which both geo-political and geo-economic disturbances left upon the world in 2015. Such incidents have not only caught the world’s collective attention, but have likewise influenced the short-term courses of global commerce and politics. Para acceder al informe haga clic ​aquí​.

How shared-services organizations can prepare for a digital future​​- McKinsey

To complement their efforts to build innovative customer experiences, companies should consider ways to digitize back-office functions and optimize company performance.​ Para acceder al informe haga clic aquí​.

Expand market reach: connecting fragmented buyers and sellers- wherever, whenever- Deloitte

New distribution channels make it possible to reach more customers with a wider range of products than was previously available. New producers and sellers can take advantage of emerging distribution channels to transcend geographic proximity, leading to an increasingly fragmented producer market that is no longer limited by the scarcity of shelf space. ​Para acceder al informe haga clic aquí.​​

Meet the changing needs of connected customers: how companies must adapt to survive in an experience-based economy​- F​​orrester

​Your customers are more connected, more empowered, and more distracted than ever. To compete in this volatile world, companies need a new approach to delivering customer experiences. This report details the changing nature of customer behaviors and shows how companies must adapt to survive in an experience based economy. Para acceder al informe haga clic aq​​​​​​​uí.​​​​​​


Closing the digital divide IoT in retail’s transformative potential- ​Deloitte

Nearly two decades have passed since the Internet began to fundamentally reshape the retail landscape. From the earliest dotcom vendors to the rise of e-commerce giants, retailers old and new have grappled with the ever-evolving ways consumers find and purchase goods. Today, at last, many businesses are coming to terms with Internet-enabled retail, adopting omnichannel models that provide seamless shopping with greater choices and lower prices across online, in-store, and mobile platforms.​ Para acceder al informe haga clic aq​​​​​uí.​​​​​​

T​he business leader's guide to robotic and intelligent automation- Deloitte

As the nature of work has changed, so too have the methods of automation. Robotic process and intelligent automation tools can help businesses improve the effectiveness of services faster and at a lower cost than current methods, but with important limitations. Para acceder al informe haga clic aq​​uí.​​​​​


Cognitive technologies in the technology sector: from science fiction vision to real​​​-world value​- Deloitte

Artificial intelligence is certainly no longer considered science fiction—or a source of expensive R&D efforts with unmet potential—by major players in the technology sector. Instead, we are in the midst of a real-world paradigm shift: the final stages of a decades-long transition from the scientific discipline known as artificial intelligence (and its various sub-disciplines) into an array of applied cognitive technologies made more ​widely available through innovative enterprise architectures unique to the business culture of the technology sector. Para acceder al informe haga clic aq​​​uí.

Perspectivas de la OECD  sobre la ​​economía digital 2015- OECD

El presente, es un resumen en español de las perspectivas de la Organización para la​ Cooperación y el Desarrollo (OECD), sobre la economía digital  para el 2015, el informe completo presenta una visión global de la economía digital, sus fundamentos, crecimiento y expansión. De igual forma las principales tendencias en política y regulación de las comunicaciones así como temas de seguridad y privacidad. Para acceder al informe haga clic aquí.

Trade, global value chains and wage-income inequality – OECD
The rise in global value chain (GVC) participation has coincided with significant changes in the distribution of wage income both within and across countries. This paper sets out to identify the linkages between these phenomena. It shows that GVC participation has a small effect on the distribution of wages and, when it has, it can reduce wage inequality when it concerns participation related to low-skilled segments of the labor force. Para acceder al reporte haga clic aquí.

How ready are Latin American shared services for the 5 mega trends – SOON
This report covers the feedback from Latin American Soon´s members, with specific reference to the 5 'mega trends' that are disrupting service delivery: Process Optimization, Digital Transformation, Data Analytics, Automation and New and Evolving Skill Sets. Para accede al reporte haga clic aquí

Dialogo empresarial de las Americas – BID
El Informe incluye una serie de recomendaciones y propuestas de alianzas público-privadas elaboradas por el sector privado de la región y dirigidas a los Jefes de Estado y de Gobierno que participarán de la Cumbre de las Américas. Para acceder al documento haga clic aquí.

The eight essentials of Innovation- McKinsey
This report explains why innovation is increasingly important to driving corporate growth and brings to life the eight essentials of innovation performance, which includes: Aspire, Choose, Discover, Evolve, Accelerate, Scale, Extend and Mobilize. Para acceder al reporte haga clic aquí.


Digital business era: stretch your boundaries - Accenture
This Accenture Technology Vision 2015, shows an annual view of the technology trends that will have a profound impact on enterprises for the next three to five years. It focuses on how Digital businesses, in aggregate, are creating a hyper connected world where companies, consumers and even everyday objects have instant capabilities to act and interact with each other digitally across the globe. Para acceder al reporte haga clic aquí.


The human Capital report 2015- World Economic Forum
The Human Capital Report provides the Human Capital Index, which quantifies how countries are developing and deploying their human capital and progress over time. It gives an approach to human capital, evaluating the levels of education, skills and employment available to people in five distinct age groups. In addition it provides information on the talent base in each country, including information of education levels of the employed as well as the specific qualifications of the latest entrants to the workforce. Para acceder al reporte haga clic aquí.


The mobile ecosystem growth and evolution - Deloitte
The 2014 US edition of the Deloitte Global Mobile Consumer Survey presents some consumer trends across a variety of topics, from devices to services to emerging technologies. It was fielded in 22 countries and includes 37,000 consumers–2,000 in the US This year's survey took a deeper dive into how obsessed the U.S. consumer has actually become – and the results are surprising. Para acceder al reporte haga clic aquí​. 

State of the industry 2015- IAOP & ISG
This report, is based on a survey of IAOP members and ISG customers and contacts conducted in December 2014, The audience included more than 50,000 outsourcing professionals representing a diverse sample of industries, sizes, and locations around the world. Organizations are changing how and why they outsource, and these changes have important implications for customers and service providers alike. Para acceder al informe haga clic aquí.

Global value chains and ​trade negotiations- National Board ​​of Trade ​​​KommersKollegium​
The role of global value chains (GVCs) in international trade has been analyzed during recent years by international institutions and in the academic literature. The purpose of this report is to stimulate such a discussion by analysing how the growth of GVCs influences the political economy of trade negotiations. Para acceder al reporte haga clic aq​​uí​.​

Global IT r​​​eport– WEF
The 2015 edition of The Global Information Technology Report estimate the state of networked readiness of 143 economies using the Networked Readiness Index and examines the role of ICTs in supporting inclusive growth through a number of contributions by leading experts and Practitioners.  Para acceder al reporte haga clic aquí.

Panorama TIC-MinTIC
Este reporte periódico de MinTIC muestra el comportamiento del sector TIC en Colombia, este incluye aspectos macroeconómicos, cifras importantes de empleo, nivel educativo y un comparativo de la evolución del sector en Colombia y el mundo. Para acceder al reporte haga clic aquí.


​Annual Report 2014- Brasscom
This 2014 Annual report shows the role of Brazil in the international scenary, supported by macro-economic data as well as different Strategies for the development of the Brazilian Industry, some study cases and trends. Para acceder al reporte haga clic aquí.​

The BPO Profession in 2015: Today's Accidental Career Path, Tomorrow's Capability Broker – HfS
This research report focusses on many positive aspects of the BPO career that lead to a role that HfS is calling the "Capability Broker." In this report, they explore how BPO professionals feel about their roles and career options, particularly with the increasing use of automation, analytics, and other technologies, and their impact on the role of trust and collaboration between service buyers and service providers in effective BPO engagements.  Para acceder al informe haga clic aquí.


Philippine Information Technology and Business Process Management  – IBPAP
The information technology and business process management (IT-BPM) and global in-house center (GIC) industry in the Philippines has grown at an annual rate of 30 percent over a decade. In these Report IBPAP presents how Philippine IT-BPM sector has grown since 2006 and its current state and positioning, its role on the Global market as well as the Government role to transform Public-private Partnership. Para acceder al reporte haga clic ​​aquí.

5 Principles of Cybersecurity- World Economic Forum
With the rapidly expanding of "digitalization" of assets  cybersecurity is now  one of the top issues that corporative boards must face, The National Association of Corporate Directors' Cyber Security Handbook identified five core principles for corporate boards to enhance their cyber-risk management. Para acceder al artículo haga clic aq​​​​uí.

Putting Data to work - Business Roundtable
Cross-border data flows have become as pervasive as the Internet itself, connecting companies both large and small to business units, trading partners, workers and customers around the world. This report shows the importance of data to operate efficiently, deliver goods and services, and expand into new markets around the world. Para acceder al artículo haga clic aquí.

Cross-Border Data Flows Enable Growth in All Industries - ITIF
As the global economy has gone digital, countries around the world have started engaging in new forms of protectionism to restrict the flow of data across borders. This report illustrates how restrictions on cross-border data flows affect businesses in a wide variety of industries and regions of the world. It provides a series of case studies to highlight companies in traditional industries that are taking advantage of cross-border data flows. Para acceder al artículo haga clic aquí.


"India tomorrow transformed by Innovation and Technology"- NASSCOM
This report showcases the impact of the technology industry across different dimensions. It contains a collection of examples of the impact delivered by NASSCOM members to organizations across different sectors and geographies, as well as examples of eGovernance programs and innovations of specific domains. Para acceder al artículo haga clic aquí​.

​​Are you ready for 3-D printing- McKinsey​
McKinsey & Company have made a survey of leading manufacturing, it showed that a large percentage of respondents were unfamiliar with technology additive manufacturing and another percent said they thought that printing 3 - D could be relevant, but needed to learn more about it. In this report they show their results and the benefits that 3D printing would bring to innovate in different types of business. Para acceder al documento haga clic aquí​.

NASSCOM Annual Report 2014-15
The NASSCOM annual report contains a set of events, activities and researches  that they have made during 2014, it also mention skills development ,member organizations as well as annual review: 2014 government policy issues and association overviews. Para acceder al documento haga clic aquí.

This weekly report includes some Equity research, comments and news as well as different important activities and events.  This one includes Notes From India, IT Services, Business Process Outsourcing and some important sector news. Para acceder al documento haga clic aquí.

Why CIO´s should be business-strategy partners
This article includes a survey that MCKinsey & Company made, they found that when CIOs play an active role in business strategy, IT performance on a wide range of functional and business tasks improves. Para acceder al documento haga clic aquí.

NASSCOM Annual Report 2013-2014
El Reporte general sobre la asociación NASSCOM contiene los siguientes temas: consejo ejecutivo, compañías miembros y el panorama en lo transcurrido de 2013 a 2014 entre otros temas de interés.​ Para acceder añ documento haga clic aquí​.

​​​BPO On the brink of a new generation technology transformation
El siguiente documento explora las tendencias actuales de como las empresas implementan sus herramientas y plataformas tecnológicas en el mejoramiento y desempeño del sector del BPO.​ Para acceder al documento haga clic aquí.

New Delivery Centers to Cross the BPO Chasm
Reporte del centro de investigación Horses for Sources (HfS) en el cual se observan dos perspectivas del sector de Outsourcing, nuevos modelos de entrega y generación de valor al cliente.​ Para acceder al documento haga clic aquí​​​.

Philippines Animation Industry October 2014 Tholons​​
En este documento Tholons presenta el estado y algunas cifras del sector de animación en Filipinas. Se estima que la industria ha generado 131 millones de dólares en el 2013, cifra semejante a la reportada en 2012. De hecho la tendencia entre el 2011 y 2014 indica un comportamiento constante, mientras el crecimiento desde 2008 era en promedio de 10%. ​Para acceder al documento haga clic aquí.

The Global Competitiveness Wells Fargo 2014-2015
El Foro Económico Mundial emitió el “Global Competitiveness Report 2014 - 2015” en el cual presenta una lista de los 144 países más competitivos a nivel mundial, para ello presenta un perfil detallado de cada una de estas economías identificando sus fortalezas y debilidades. En esta oportunidad, Colombia ocupa la posición número 66.​ Para acceder al documento haga clic aquí.

The impact of political st​​ructures in th outsourcing industry THOLONS
El apoyo del gobierno para las industrias de servicios de Outsourcing es vital, ya que involucra la política y la toma de decisiones para el desarrollo del Estado. Sin embargo, en la ultima década se ha puesto en duda la capacidad de las estructuras de gobierno de generar políticas y leyes que involucren y favorezcan la industria de servicios de Outsourcing. A lo largo del documento se abordan diferentes estructuras de gobierno y varios tipos de industrias de servicios de Outsourcing.​​​ Para acceder al documento haga clic aquí​.

The Global Information Report 2014 WELLSFARGO​​
Este último reporte emitido por el Foro Económico Mundial (FEM) contiene datos y cifras del estado actual de los "Networks", perfiles de países y tablas de datos. De igual forma se habla sobre los riesgos de “Big Data”. Para acceder al documento haga clic aquí​.

2014 IT and Business  Services market growth  forecast
La firma Horses for Sources (HfS) revela en este reporte las proyecciones del crecimiento del sector BPO e ITO, analiza el mercado y sobresalta los aspectos más importantes a tener en cuenta.​ Para acceder al documento haga clic aquí​.

Tholons Top 100 Outsourcing Destinations 2014 Regional Overview
El centro de investigación Tholons lanzo un documento en el cual hace el listado del top 100 de destinos outsourcing del mundo. El documento está organizado por regiones, desde las más influyentes hasta las que tienen menor impacto en el mercado BPO/ITO/KPO. Dentro de las regiones más destacadas se encuentra Asia pacifico, Centro y Sur América con mejores desempeños, entornos de negocios y otras características.  Por otro lado, Europa y África poseen características coyunturales a nivel mundial. Para acceder al documento haga clic aquí.

Six market disruptions that will challenge the Indian Services majors in the next 3 to 5 years ​​
La empresa de investigación Horses For Sources emite el siguiente documento en el cual habla sobre los grandes jugadores de India en el sector de servicios, y cómo el panorama puede llegar a cambiar con los llamados cambios disruptores “disruptive” para las empresas de este sector y su sostenibilidad a futuro.​ Para acceder al documento haga clic aquí.

Learning from the pioneers of Offshore Outsourcing
Este documento resalta el impacto que Outsourcing en el siglo XX y habla sobre el llamado “Milagro Indio”. De igual forma, hace una introducción al tema del Crowdsourcing como modelo de negocios el cual puede generar nuevos cambios principalmente en el sector de Tecnologías. Para acceder al documento haga clic aquí.

Reporte Digital Operations for the digital business – Accenture

El presente reporte explora el camino que han recorrido las operaciones digitales y el modelo digital del BPO. Así mismo, explican su significado y su importancia para las empresas, revelando el alcance de tecnologías innovadoras tales como: social media, dispositivos móviles, análisis de datos y Cloud Computing.​ Para acceder al documento haga clic aquí.

Comparative analysis of the institutional and business enviromets fot ICT industry in six Latin am
presenta en este documento un análisis comparativo de los aspectos institucionales más importantes y el ambiente para hacer negocios en Argentina, Brasil, Chile, Colombia, Costa Rica y México. Para acceder al documento haga clic aquí.

Philippine Information Technology and business process management (IT-bpm) road map – IBPAP

Este documento presenta el estado de la industria de IT – BPM en Filipinas, su importante crecimiento y participación en elmercado mundial. Finalmente, presenta el rol que desempeña la Information Technology and Business Process Association of the Philippines IBPAP.  Para acceder al documento haga clic aq​uí.

Key findings from the state of the industry survey 2014 – IAOP

The International Association of Outsourcing Professionals – IAOP con la colaboración de Accenture realizó un informe sobre la evolución del outsourcing a nivel mundial e identificó las 7 tendencias del mercado. Para acceder al documento haga clic aq​uí.

Human Capital Report WEF
Through the Human Capital Report, the World Economic Forum seeks to provide a holistic, long term overview on how well countries are leveraging their human capital and establishing workforces that are prepared for the demands of competitive economies. Para acceder al documento haga clic aquí.


The Global Information Technology Report 2014 – WEF
En este informe el Foro Económico Mundial presenta el perfil detallado de 148 economías con el objetivo de ofrecer una visión general del estado de las Tecnologías de la Información y la Comunicación a nivel mundial.Para acceder al documento haga clic aquí.


Death of the Contact Center – Intelliresponse
El siguiente documento explica las razones por las cuales el call center tradicional quedó atrás y presenta 7 tips para que los encargados de servicio al consumidor evolucionen y se mantengan al mismo ritmo de las tendencias del mercado y de las preferencias de los consumidores. Para acceder a la noticia haga clic aquí.

Global event Calendar Gartner​
Agenda global de los eventos de la firma de investigación Gartner. Para acceder al documento haga clic aquí.


High performance IT – Accenture
En este reporte la firma Accenture habla sobre como la revolución digital está trayendo cambios a la industria de los bienes de consumo empaquetados (CPG – Consumer Packaged Goods). Por lo cual, se ve la necesidad de aprovechar las nuevas oportunidades y aproximaciones a clientes por medio de una hoja de ruta establecida para las empresas del sector en el largo plazo. Para acceder al documento haga clic aquí.

Reporte brecha de talento digital - Universidad EAFIT
El objetivo principal de este documento es Identificar la brecha existente entre los programas y l​os procesos de formación universitaria y requerimientos de las industria TI, sugiriendo alternativas para que los profesionales recién egresados tengan mejores elementos, herramientas y recursos para integrarse al mercado laboral del sector de TI y para generar incidencia del sector productivo de TI en la orientación de los programas de formación en el nivel superior.​ Para acceder a la informacion haga clic aquí.

Healthcare convergence – HfS
La firma Horses for Sources emitió la siguiente presentación sobre el sector de Healthcare, en la cual se encuentran temas correspondientes a los cambios de proveedores en la industria de Healthcare, servicios compartidos, soluciones de Outsourcing y otros temas de interés. Para acceder al documento haga clic aquí.

Global Innovation Index 2014 – WIPO
La World Intelligence Property Organization (WIPO) u Organización Mundial de la Propiedad Intelectual emitió este año el Reporte del Índice Global de Innovación 2014, cuyo principal tema es el factor humano como eje de la innovación. Es reporte está compuesto por ocho capítulos y apéndices dentro de los cuales se destacan: El factor humano para la innovación. Para acceder al documento haga clic aquí.

Strategic analysis of Outsourcing deals 2014 
La firma Horses for Sources emitió el siguiente documento con el objetivo de identificar las tendencias y los puntos claves que reflejan el comportamiento actual del mercado, a partir de los acuerdos de Outsourcing realizados en Julio de 2014. ​Para acceder al documento haga clic aquí.

To Outsource governance, or do it yourself - HfS
Managed Governance Services (MGS), as an alternative to Do-It-Yourself (DIY) Governance, should be assessed against Capability, Capacity, Concentration, and Cost criteria to determine its viability and feasibility for a given environment.​Para acceder al documento haga clic aquí​.

SCM BPO Location Attractiveness
This paper discusses the Supply Chain Management BPO (SCM BPO) location attractiveness of key countries, both in terms of their current share and their future potential, based on how the Blueprint respondents detailed their current delivery maps.​ Para acceder al documento haga clic aquí.

Analysis of the contact center Outsourcing Services market in Colombia - F&S
Este estudio examina las principales tendencias del sector del Outsourcing en Colombia y provee proyecciones de la demanda del mercado en el largo plazo.Para acceder al documento haga clic aquí.

Global Cloud Scorecard 2013 BSA
En este reporte se encuentra la evolución año a año de las políticas del tema del “Cloud Computing”. Temas de políticas propuestas por BSA tales como: privacidad, seguridad, protección de la propiedad intelectual y otros. Para acceder al documento haga clic aquí.

Is good enough really good enough? The great talent paradox in Outsourcing – HfS
El principal objetivo de la investigación realizada en este documento es confirmar el valor agregado y sostenible que otorgan las iniciativas de Outsourcing cuando tanto las empresas como sus proveedores invierten en el talento humano desarrollado, el cual mejora el desempeño de los procesos de Outsourcing. Para acceder al documento haga clic aquí.

Global software survey - BSA 
La encuesta de software realizada por la firma BSA revela que en 2013 el 43% del software instalado en computadores personales no posee ​licencia oficial. De igual forma, se observa el crecimiento de tendencias de computadores tables en países desarrollados y computadores de escritorio en países emergentes. Así mismo, se encuentran temas como: porcentajes de IT managers con políticas de software y vacíos entre trabajadores y IT managers respecto a políticas y otros temas de interes. ​Para acceder al documento haga clic aquí​.
ANDI - Asociación Nacional de Empresarios de Colombia @ 2014 Todos los Derechos Reservados
Desarrollo y diseño por JEDUCA S.A.S Tecnología & Comunicaciones