Technological advancements in processes—including robotics, digitization, and artificial intelligence—are making some aspects of outsourcing agreements increasingly unpredictable. Tried-and-true methods of creating predictability through service quality and price certainty are being challenged by these models of predictive analysis and iterative change that underpin many of these outsourcing solutions.

Many industries view automation and digitization as critical to their growth strategies. Many financial services companies, for example, rely on advancements in artificial intelligence and robotics to bring new products and services to the marketplace. It is critical, therefore, that both buyers and providers of outsourcing services be prepared to address how these advancements, which create an ever-changing operational environment, impact expected pricing and efficiency outcomes.

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