Key takeaways The insource/outsource/automate decision is almost never made deliberately — it accumulates through mergers, cost-cutting cycles, and ad hoc automation builds. Unpicking it requires a structured framework, not a cost comparison. Total cost of ownership calculations systematically understate outsourcing costs. In one UK energy retailer engagement, a BPO contract priced at 35% cheaper than…
The 20/80 Problem Every Company Has Last month, I walked into a client’s office and watched their finance team manually copy numbers from five different Excel files into a PowerPoint deck. Every. Single. Week. They had been paying for Microsoft 365 for three years. The solution to automate this entire process was already sitting in…
The Confusion That’s Costing You Money Last month, I watched a manufacturing client spend $80,000 on an AI agent to automate their purchase order approvals. Three months later, they’re still manually routing invoices because the AI keeps making judgment calls on straightforward rule-based tasks. They needed RPA. They bought AI. Now they have an expensive…
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