India’s business process management (BPM) sector is undergoing a structural reset, moving from cost-led headcount delivery to artificial intelligence (AI)-orchestrated intelligent operations that promise measurable business outcomes rather than just completed tickets. In the third episode of the Economic Times x Nasscom podcast series, a panel of industry leaders traced what this shift means for workflows, workforce skills, the evolving relationship between BPM providers and Global Capability Centres (GCCs), and India's positioning in the global services economy.
For decades, India’s BPM competitiveness rested on labour arbitrage, operational scale and the ability to execute large volumes of repeatable processes reliably. But as enterprises embed AI, automation and data-driven decision tools into core operations, the value proposition is changing: from narrow task completion to “intelligent service orchestration” that combines domain expertise, human judgement and AI capabilities to drive business performance.
