69 points of view from our industry teams — filter by industry or topic, or search. Figures in each article are sourced or labelled.
Parents no longer judge their India centres on headcount and rate cards. They want outcomes they can see — products owned, controls that hold, AI that pays back. That shift is as much a data problem as a talent one.
Service desks measure SLAs after the fact. The same ticket data, read by a handful of well-chosen models, tells a team lead which tickets will breach while there is still time to act.
A dashboard can be green while the service is not. Pauses without customer contact, closures bunched before reporting dates, changes that skip the CAB and leavers who keep access are rarely found by sample-based audits. Testing every record changes that.
Access requests are one of the most repetitive jobs in any capability centre — and one of the riskiest to automate. The answer is not to avoid agents, but to design them so that nothing is granted without a named approver and everything is logged.