In this episode, we explore the journey of Information Technology-enabled services (ITeS) from its origins in the 1960s to its current significance in the global economy. We then shift our attention to the disruptive impact of Generative AI (GenAI) on the ITeS sector, particularly in customer service. The rise of AI-powered chatbots presents both challenges and opportunities for businesses, reshaping traditional outsourcing models and prompting the need for workforce adaptation.

By adopting different strategies, organizations can redefine the playbook for IT-enabled services in the GenAI era, driving innovation and unlocking new avenues for growth and success in an increasingly digital world.