Digital Transformation and Business Process Evolution

This technical report outlines the findings of a thought leadership paper published by ISG in collaboration with Xerox and HCLTech, focusing on the challenges faced by large and midsize enterprises in their digital transformation initiatives. The paper analyzes feedback from 125 enterprises across various industries, examining their priorities and perspectives on partnerships with Business Process Outsourcing (BPO) vendors. It identifies three key transformation catalysts—People, Data, and Technology—and discusses the current state of digital maturity among enterprises. The report emphasizes the shift in perception of BPO vendors from transactional to strategic partners, highlighting the importance of proactive engagement in decision-making processes. It also addresses the operational challenges enterprises face, including the need for effective change management and the integration of technological advancements. The findings suggest that organizations must prioritize their transformation strategies to remain competitive and resilient in a rapidly evolving digital landscape.