Thousands of articles, reports, white papers, presentations and more resources to help you establish, build and grow successful collaborative partnerships.

PULSE central


Welcome to PULSE central, IAOP's Knowledge Center. Here you will find thousands of articles, white papers, conference presentations, chapter proceeding and more to help you and your organization design, implement and manage simple or complex issues in collaboratvie partnerships.


With new articles loaded regularly, PULSE central takes the hassle out of finding information on the latest trends and current best practices.


Click the magnifying glass icon at the top right of your screen to search IAOP's website using Google search. Use the Knowledge Index option to optimize your search by industry, function, topic, etc. on articles in IAOP's archives. 


Public Article Public Article Associate Membership Required Associate Membership Required Professional Membership Required Professional Membership Required
 Public Article PULSE Magazine | IAOP's e-zine takes you deep into outsourcing with the latest ideas, advice, knowledge, and best practices, and turns the conventional upside down with stories designed to engage, inspire and challenge you. With editorial content from the leading thinkers and doers in the outsourcing industry, you’ll have the know-how, tools and resources to succeed as a new professional in today’s global economy. More »


1 Certified Outsourcing Professional® (COP) Public Article
2 Show Me the Money Public Article
3 View from the C-Suite: Rhonda Vetere, CTO, Estée Lauder Companies, Inc. Public Article
4 Key Components of an Outsourcing Agreement Public Article
5 C–S–R You Ready? An IAOP Webinar Public Article
6 Innovation in Outsourcing: The Case of The Procter & Gamble Company Public Article
7 Reducing the Complexities of Scaling Ecommerce in China Public Article
8 Socially Responsible Outsourcing: Doing Good While Doing Well Public Article
9 The State of Tools & Technology in The Outsourcing Industry Public Article
10 The Rise of Legal Services Outsourcing Public Article

 Professional Membership Required Everything You Always Wanted To Know About Chatbots - White Paper | Over 33,000 messenger chatbots have been developed since April 2016, with over half of web users relying on instant messaging every day. Messaging and chatbots are inarguable solutions for creating a simplified customer journey and experience. This whitepaper provides the various tools for understanding and developing chatbots in order to effectively engage in this new conversational experience.  More »

 Associate Membership Required Preparing Seasonal and Regular Agents with Blending Learning | In 2017, Learning Tribes, a venture of Sitel Group, introduced a blended onboarding and training solution for an international retail client that was struggling to prepare seasonal and regular agents during peak season. By delivering a customized blending learning program, the retailer was able to cut training time,  improve agent satisfaction, and deliver over $1.1 million in annual savings. More »

 Professional Membership Required Beyond Bitcoin: Blockchains for Business | Perhaps no other technology will change the rules of business more than Blockchain. Technically, a blockchain is a peer-to-peer distributed record that validates and permanently stores transactions based on encryption and community consensus. Blockchain is to transactions as the Internet is to information: it has the potential to decentralize, democratize, and disintermediate transactions. More »

 Associate Membership Required Reimagining Enterprise IT Services Sourcing | As enterprises ramp up their digital transformation initiatives, the IT Strategic Sourcing and Vendor Management (SS&VM) function faces the onerous task of establishing and orchestrating an IT services vendor portfolio that can help the enterprise navigate the proverbial IT maze and fulfill strategic business objectives. However, this is clearly easier said than done. Current enterprise satisfaction with incumbent IT service providers stands at an all-time low – 54% of all reference enterprise discussions Everest Group conducted in 2017 expressed dissatisfaction with their IT service providers. More »

 Associate Membership Required Retail Industry Whitepaper | The retail industry is ready for a revolution. Brands can no longer simple be "present" across communications and sales channels. It's no longer about brick-and-mortar retail stores or digital e-commerce websites, but about a blend of both in this "Phygital" retail era. In this White Paper, our experts will highlight the new trends in the market and point to the critical solutions for harnessing the transformation and enabling every one of you to become heavyweight contenders in your own sectors. More »

 Associate Membership Required Top 5 RPA Myths Dispelled | Robotic Process Automation (RPA) is all the rage these days; however, while adoption continues to accelerate, myths persist. In this fact-based webinar deck, Everest Group dispels the five most common myths based on in-depth research into the practices of the Pinnacle (or best performing) Enterprises™. The deck uncovers the truth behind these myths and reveals how the best performing organizations are realizing a 50% improvement in operational metrics through RPA implementation, and 30% cost savings on RPA investments. More »

 Associate Membership Required The Future of Procurement in the Digital Age | To become a strategic contributor that enables business outcomes, procurement has to move beyond cost savings and compliance, and many have already done some thinking; a definite vision is coalescing for what the procurement of tomorrow will look like. However, how do we get from where we are today to what will be required tomorrow? How do we move our procurement organization along the capability continuum in order to achieve the forward-looking vision of the function? In other words, how are we to realize the procurement of the future? More »

 Associate Membership Required Creating Business Value Through a Next-Generation Smart Digital Workforce | Digital transformation has a survival necessity in this era of disruptive business models and rapidly-changing markets. Until recently, most automation projects have been done in silos, confined to task-level automation, and mostly targeted at achieving short-term tactical benefits. However, enterprises are now exploring benefits beyond the task level, developing digital capabilities for to achieve targeted business outcomes. One key to success is a smart digital workforce with enterprise-grade SDA technologies and solutions that can help the organization achieve strategic business outcomes. More »

 Associate Membership Required Driving Enterprise Chatbot Adoption | The enterprise chatbot landscape is undergoing a significant shift, driven by the evolution of the digital workplace. The chatbot landscape is now accelerating toward the third generation of technology evolution; whereas first- and second-generation chatbots were focused on reducing manual intervention and reducing cost, third-generation chatbots leverage machine learning and automation to provide a marked increase in user experience and productivity. To realize these benefits, enterprises need to change their approach, overcome internal change resistance, and define the business case clearly.  More »

 Associate Membership Required Reimagining Workplace Services | The enterprise workplace is undergoing a profound transformation in today’s digital age. Fundamental organizational structures and talent models across industries are experiencing significant disruption. More »

 Associate Membership Required Omni-Channel Customer Engagement: Inspiring Loyalty by Driving Great Customer Experiences | If you own a business or head the marketing department of any organization, you will know the hard work and resources that go into building digital assets. More »

 Professional Membership Required EOS18 | Presentations | Links to all the presentations available from EOS18, held June, 2018 in Brussels, Belgium. More »

 Associate Membership Required Trinidad & Tobago Breaks Through Into Top Tier of Global Services Destinations | The global landscape for service delivery, whether Business Process Outsourcing (BPO) or in-house shared services is never static. Global executives in the process of shortlisting locations are unwise to simply return to the default choices of a decade ago. Things change. There is no better proof of this than the twin-island nation of Trinidad & Tobago making a striking first appearance on A.T. Kearney’s recent ranking of the world’s most desirable global service delivery locations in their 2016 A.T. Kearney Global Services Location Index. More »

 Professional Membership Required Vested Outsourcing: Redefining Winning in Business Relationships | The 21st century demands businesses innovate, create value, and get sustainable results. The University of Tennessee’s Kate Vitasek has been studying some of the world’s most successful outsourcing relationships — including IAOP GEO award winners - for over a decade. The results? The best achieve award-winning results by redefining how they “win” in their business relationships. Her work has led to six books, including Vested Outsourcing: Five Rules That Will Transform Outsourcing and Vested: How P&G, McDonald’s and Microsoft are Redefining Winning in Business Relationships. More »

 Associate Membership Required Digital Singularity: Innovation Reborn | Digital technology is now omnipresent, and it’s doing nothing less than rewiring human society. The brick-and-mortar approach to selling consumer goods is disappearing—fast, and the very definition of what constitutes work (and what constitutes value) is shifting beneath us. There is profound uncertainty in all this change, but there is also profound, unparalleled opportunity that’s happening before our eyes. In this session, we’ll talk about the society-wide solutions that the Digital Age demands, and we’ll argue a case for why humankind is better positioned to engineer those solutions than ever before. More »


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