Why Outsourcing is the Biggest Winner of the AI Revolution
Artificial Intelligence (AI) continues to reshape industries, ushering in a new era of rapid technological advancement. This transformative wave brings with it both unprecedented challenges and exciting opportunities, from redefining hiring strategies to enhancing skills—all while raising the bar on service quality and customer expectations.
This is what makes outsourcing partners the perfect complement to AI. They are the balancers of technology and human insight, the experts in building strong foundations to ensure long-term success in this new age of innovation.
“Outsourcing providers are well-positioned to thrive in a rapidly evolving market.” – Jeff Givens, JDA TSG Chief Operating Officer
Jeff Givens, a veteran in strategic planning, explains that not only do outsourcing partners have access to a global talent pool with skillsets that automation, machine learning, and AI cannot replace, they also have the organizational acumen to effectively train and integrate these hires into an organization’s key functions, such as customer service, IT support, and operations.
In fact, a recent Deloitte survey concluded that the adoption of managed or operated services is up by 45% compared to two years ago, and 80% of companies are maintaining or increasing their investment in outsourced services (source).
Why? Respondents cite improved talent sources, meeting customer demands, enhanced alignment across business and operations, and access to new capabilities as reasons for this surge.
“While AI handles repetitive functions, human talent focuses on complex, strategic initiatives that drive innovation and create meaningful value.” – Ann Piccirillo, JDA TSG SVP of People Operations
Our on-site leader in people-first upskilling and training, Ann Piccirillo, explains that innovative outsourcing firms like JDA TSG are rapidly investing in tools and technologies that support a hybrid human-AI collaboration.
After all, there are limits to AI’s intricate understanding of a client’s business. The right people—the right partner—will not only meet these needs from a skills perspective, but a people perspective.
Ultimately, this is what will make or break success for an organization: partnership. Four years ago, the main driver for outsourcing was cost savings (source). Today, the main driver is much deeper, with the value proposition rooted in having a strategic partner to rely on in a fast-paced technological landscape.
“These tectonic shifts in technological advancement highlight the need for outsourcing providers’ best-in-class traits.” – Mike Nuenke, JDA TSG Program Manager
Mike Nuenke, who holds over 30 years of experience in leadership and operational excellence, believes this is where traditional outsourcing will outshine other methods of customer-forward services.
But the key will be who companies turn to when looking to outsource. Here are some things to consider:
- Industry foresight: The right partner will be able to assess what’s next in the world of AI and ML and assist in strategic planning.
- Efficient and effective integration: The capability to appropriately integrate emerging technologies to make operational processes more efficient and effective.
- Supply to meet demand: Access to talent that has the necessary skillsets to meet customer demands and knowledge that advances business objectives.
- Consistency in adaptability: A consistent ability to adapt operational processes swiftly and smoothly to quickly meet evolving business needs and ever-changing technological advancements.
- Prioritizing humans in a digital world: Neglecting a human touch in digital processes will make or break an organization. Having a partner that prioritizes a people-first approach to strategy and operational excellence is critical.
2025 will prove what we’ve known to be true all along: Outsourcing is the past, present, and future. Not only will the traditional, long-known benefits of outsourcing become essential, but so will the ways in which we effectively leverage the technology of tomorrow.
JDA TSG is ready to take on the challenges of this new age. Are you? Set up time to discuss how partnering with JDA TSG you can retain your internal talent through upskilling, hire the people ready to advance your AI and ML goals, and scale strategically and efficiently.