Read the PULSE Magazine OWS17 Coverage Issue:
Great Digital Expectations: Great Momentum for U.S. Contact Centers
Research Corner: Service Automation Trends – Now, Soon, Later
The OWS17 Coverage Issue: Still Moving Mountains and Reaching the Summit
We started the general session on Day #1 of OWS17 with this live audience polling question posed by Megan Carlyle of Fannie Mae, chair of IAOP’s strategic advisory board executive committee: Is the glass half full, half empty, doesn’t have enough ice or is there no glass at all? While mainly designed as a way to check that the clickers for polling were working, the response by 50 percent of the delegates that the glass is more fully set the stage for the rest of the Summit, demonstrating the optimistic outlook our industry leaders have.
Despite the many factors influencing outsourcing both positively and negatively, our industry came together for three and a half days at the JW Marriott Hill Country in San Antonio, Texas to harness the power of disruption.
While mainly designed as a way to check that the clickers for polling were working, the response by 50 percent of the delegates that the glass is more fully set the stage for the rest of the Summit, demonstrating the optimistic outlook our industry leaders have.Despite the many factors influencing outsourcing both positively and negatively, our industry came together for three and a half days at the JW Marriott Hill Country in San Antonio, Texas to harness the power of disruption.
As I shared at OWS17, it has been amazing to see the growth over the past two decades. When a small group of about 150 of us met for the first Summit in 1998, we thought outsourcing might be a passing trend.
Since then, we’ve seen outsourcing take hold, gain strength, morph and grow. And once again, it is redefining itself and heading in different directions with new business models and the strength of as-a-service among other key trends. (Read more in our State of the Industry report).
Thank you to our founding members and the many delegates who return year after year to learn the latest and make this the powerful event it is. And if San Antonio was your first Summit, we’re so glad you joined us and look forward to having you as an actively involved member of our association with collaboration at the core. Of course, we couldn’t do it without our sponsors, corporate partners, speakers, and the leadership of our boards and chapters – and I truly appreciate you all.
Throughout the sessions and in the exhibit hall, the strength of outsourcing as a global platform to transform businesses was continuously demonstrated as we heard about successes, shared best practices and made valuable new connections.
We heard from thought leaders like Kaihan Krippendorff, author of Outthink the Competition, on how we should look for the 4th Option. Keynote speaker Jared Weiner forecast a future that is both exciting – and scary.
We learned about the new liquid workforce and how technology is changing generations so fast we shouldn’t even use the alphabet anymore to name them. The millennials are redefining the concept of work and the office environment. And what about the power of the “cybrids,” an estimated 2 billion people who have fully symbiotic relationships with technology?
We had important conversations about two initiatives – women empowerment and impact sourcing – that need everyone’s involvement. For more, see our stories on these movements that IAOP is helping to lead and learn how you can play a key role in changing the face of our industry.
Enjoy reading and seeing photos from our annual awards luncheon, the Perfect Texas Experience, IAOP’s new Chapter Headquarters, our PULSE Publisher’s Cup Golf Tournament and more highlights. We also bring you the results from the networking sessions on automation trends.
The coverage will continue in our May/June issue with a focus on talent, top five Summit breakout sessions, nearshoring and more great pics from the event. So please keep reading PULSE!
All of us at IAOP came away from OWS17 with the belief in our strong future, inspired and energized with new ideas. I hope you did too. As Kaihan noted, don’t worry if people laugh at you, now’s the time to find that 4th Option.