From Bots to Business Outcomes
To begin with, a major theme of the event was the shift from task automation to AI-orchestrated outcomes. Specifically, Bisen highlighted how the market has recalibrated expectations: while earlier automation efforts were focused on quick efficiency wins, clients today demand predictable, assured outcomes enabled by synchronized people, platforms, and AI.
Furthermore, he emphasized that the true value of automation lies not in the technology itself, but in aligning processes, reducing variability, and enabling consistently high-quality performance across the agent’s lifecycle.
Understanding and Reducing Agent Performance Variability
In addition, one of the most critical challenges in IT-BPM operations today is agent performance variability. Bisen broke this down into four core drivers: business uncertainty due to fluctuating agent output, agent individualization or varying learning styles and capability gaps, operational friction during training and ramp up, and management blind spots due to insufficient real-time performance data.
Consequently, the solution, according to IGT’s framework, is not more supervision—but more intelligence. By leveraging curated knowledge systems, real-time training, and AI-enabled decision support, organizations can significantly improve proficiency, reduce errors, and standardize customer experience.
SMART CX: A Framework for Future-Ready Service Delivery
Building on this, Bisen also introduced SMART CX, IGT Solutions’ model for transforming customer experience. Built on five pillars—Superior Metrics, AI-Driven Solutions, Redefined Agent Work, Transformed Value, and SMART Customer Experience—it emphasizes how AI can empower human talents rather than replace them.
Cognizant’s View: GenAI Is Accelerating Workforce Transformation
Meanwhile, for his segment, Jose Luis Marquez expanded the discussion with insights on how Generative AI is reshaping work faster than predicted. According to Cognizant’s data, 93% of jobs are now impacted in some way by AI, and nearly 40% of tasks can already be automated or AI-assisted.
Moreover, in the Philippines, Cognizant has seen double-digit revenue growth, highest cost savings, multiple new logos, high organic ramps, lowest attrition rate, and deployment of multiple AI projects across healthcare, retail, and store operations—deploying autonomous digital agents, GenAI-powered QA systems, and real-time learning tools that enhance both productivity and customer satisfaction.
Navigating the Road Ahead
Finally, the conversation concluded with four imperatives for the industry’s future:
- Expand AI into operational layers beyond traditional knowledge work
- Adopt adaptive operating models that learn and adjust continuously
- Help people adapt as quickly as systems evolve, integrating AI into daily workflows
- Build resilient skilling systems to absorb rapid technological change
Ultimately, the next era of IT-BPM is not a technology journey alone—it is a convergence of strategy, culture, leadership, processes, people, and technology working together to drive lasting transformation.
Step into the Future of IT-BPM
GenAI is reshaping the IT-BPM industry—and the right talent strategy makes all the difference. John Clements helps organizations turn AI-driven insights into real workforce impact. Whether you’re rethinking your delivery model or preparing your workforce for what’s next, our experts are ready to help.
Contact us today to get started.
