AI adoption to reshape BPO landscape, ISG projects

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Parshwa Turakhiya

23.06.2026

AI adoption to reshape BPO landscape, ISG projects — ISG report predicts AI-driven shift

ISG unveils insights from its 2026 State of BPO Report, pointing to a significant transformation in the business process outsourcing industry as artificial intelligence adoption accelerates.

The latest findings explore how technology is set to influence service delivery and reshape operational strategies for BPO firms. ISG’s analysis indicates that companies embracing AI and automation will experience both competitive challenges and opportunities. The report suggests leaders in BPO should prioritize digital transformation to remain relevant in an evolving market.

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ISG has previously called attention to challenges that utilities face in SAP modernization, highlighting the need to address governance and data readiness alongside technical changes (article). The firm has also reported on artificial intelligence adoption in retail, noting the emergence of agentic commerce solutions in enterprise technology (article). These earlier findings frame ISG’s latest focus on digital transformation for BPO firms.

This material may contain third-party opinions, none of the data and information on this webpage constitutes investment advice according to our Disclaimer. While we adhere to strict Editorial Integrity, this post may contain references to products from our partners.

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