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After more than a decade of successfully riding the business process outsourcing (BPO) wave, Capgemini has changed tack, adopting a more holistic approach to business processes.


  • The market has experienced significant changes: changing market expectations; the emergence of automation technologies, from chatbots to robotic process automation, with artificial intelligence still to make an impact; and progress made to date with successfully completed components of digital transformation.

Features and Benefits

  • Assesses Capgemini's holistic approach to processes.
  • Analyzes market trends in the BPO market.

Key questions answered

  • What has changed in the main BPO markets in recent years?
  • How have deal economics changed in this area?

Table of contents

Ovum view

  • Summary
  • All former Capgemini lines of business catering to processes now fall under "Business Services"
  • Demand for traditional outsourcing gives way as viable alternatives emerge
  • Capgemini shifts focus to delivering improved business outcomes


  • Further reading
  • Author