Towards Business Services 4.0 - Digital Transformation of Business Services at a Global Technology Company

Abstract

The digital transformation brought new opportunities as well as challenges to the business services sector. New digital technologies like cognitive automation, blockchain, or process mining could facilitate all significant business aims service centres. These could contribute not only to the efficiency metrics of operation but to the effectiveness of the business as well. The different levels of digital transformation presented in this paper all contribute to these benefits, and the future holds new opportunities with the further advancement of cognitive solutions. These technologies have already proven their capabilities, but their implementation is always difficult and should be custom-made. Quantitative and qualitative research was conducted to discover business practices related to the digitalisation of the business services sector in a Central and Eastern European country. This paper provides insight into a major Hungarian-based business services centre with three unique cases of digital technology implementation projects. Through these cases, the paper reveals the process of selection and introduction as well as outcomes of digitalisation projects in the examined company. The paper ensures an overview of new technologies that could be used in the sector to build a framework called Business Services 4.0.