Leaders are seeking Growth through digital Transformation and Operational Excellence

In 2025’s turbulent economic, technological, and social environment, companies must deliver consistently strong performance to retain relevancy and provide value for their clients and partners.

To identify the levers for success to win in the times of uncertainty, SPS conducted research with International Data Corporation (IDC) – the world’s leading global market intelligence provider – to identify the main operational and technological priorities for global C-Suite leaders for this year and beyond.

As we look toward the end of 2025, AI is at the forefront of global business leaders' minds as they seek to differentiate their business models from the competition.

Against a volatile macroeconomic backdrop, any outdated or disjointed internal company processes fast become business risks. They are also productivity drags, making the working day harder for employees and conveying the wrong message to customers and business partners.

As a result, optimizing business practices and processes by integrating the best of emerging technology is now a top priority for executives, especially in the following key areas.

• Improved IT and cloud operations are the most obvious upgrade business leaders want to adopt.
• Across Customer Experience, businesses want to leverage personalised digital customer experience (CX) through AI-enhanced customer self-service tools and digital experience technologies. They also want to provide a better sales experience via customer relationship management (CRM) automation.
• Trust, Security, and Ethics are paramount when onboarding AI and digitalizing processes. Businesses are assessing their supply chain security, their exposure to counterfeiting risks, asking questions about ethical AI use, and considering implementing technology to improve GenAI safety.
• Business leaders said improving Talent Acquisition was a top priority when it comes to business operations optimisation.
• Performance Management is another key area C-suite chiefs are examining, from supplier performance management to finance planning across business lines.

Choosing Strategic Outsourcing as a digital skills multiplier

C-suite leaders are working to improve business performance across a variety of metrics. They want tighter security and governance, more granular financial reporting, faster, better talent acquisition and AI that enhances operations and outcomes. All these improvements are possible: but staff must be ready and equipped for the challenge.

The research found improving internal digital skills is a C-suite strategic imperative. A lack of digital capabilities is a key barrier to the success of implanting the AI and technology wish-list we have outlined above.

Both the shortage of specialized digital talent and potential training costs make outsourcing non-core processes to leading providers in specific areas a cost-effective and differentiating option.

Business Process Outsourcing grows in importance across all kinds of sectors

BPO is growing as more companies seek to access best-in-class technology and specialized solutions. Today, BPS providers have evolved to offer a wide range of innovative all- in-one outsourcing solutions combining process expertise, scalable technology, and the right people to drive operations. However, there is significant concern about data security and the real impact of outsourcing on business efficiency.

Top three features C-Suite leaders value most in a BPO provider

Conclusions from IDC’s Digital Transformation Research

The new technological paradigm, driven by profound and rapid advances in artificial intelligence, is driving a new digital transformation that requires new business approaches to remain competitive.

In response, integrating best-in-class outsourced Business Process Solutions is a top priority for senior executives. In fact, leaders identified co-creation with trusted BPS business partner ecosystems as the second most critical business objective for the technology function over the next 12 months.