India’s business process management (BPM) has had an impactful journey with its huge influence dating back to the 1990s, when global corporations first looked at India, they saw a cost-saving opportunity. Call centres answered customer queries. Back-office teams processed transactions. The youth and middle-class Indian parents were optimistic about the employment opportunity. It brought a new wave of social mobility and a fascinating new work culture for several. Yet, despite anchoring a new story signalling bright prospects, it somehow got stuck with an identity of being a strategic outsourcing destination for the world.
That story is changing now, where not only has BPM grown out of that identity, but it has also demonstrated resilience, adaptability, and agility, as it progresses with rapid advancements in artificial intelligence (AI). And that is what sits at the heart of BPM 3.0.
A recent Economic Times x Nasscom podcast brought together industry veterans who traced this metamorphosis of an industry from its IT Enabled Services (ITES) day to what they now call BPM 3.0 and unpacked what it means for India.
