HRO Today December 2019 - 22

2020 Forecast
chatbots and automated virtual assistants mobilized to
answer basic questions. Advanced analytics are beginning
to be applied to identify the most cost-effective treatments
and healthcare providers.
Learning Services
More organizations are embracing an integrated learning
BPS model that is characterized by a collaborative
partnership and focused on performance, with training
objectives aligned with wider business objectives.
Organizations are buying learning services in more
piecemeal ways, starting with a single service and then
adding other learning services over time. The top drivers
for engaging in a learning BPS relationship are:
* cost savings;
* the benefi ts of long-term partnership;
* access to expertise around learning trends and the latest
platforms;
* higher learner engagement through better content and
2020 HR OUTLOOK:
LEARNING SERVICES
* The global learning BPS market is forecasted
to grow at 3.5 percent annually through 2023,
with more organizations seeking learning
transformation services. With single bundle
purchase likely to remain the norm, growth will
come from organizations of all sizes.
* Overall, the drivers for learning services will
remain the same for the foreseeable future, with
demand for a better learner experience taking top
priority.
* Organizations' willingness to embrace learning
transformation and budget constraints will remain
as key inhibitors until digital transformation
becomes the norm, not the exception.
* Time-consuming and costly services like
authoring niche or specialist content will diminish
in the long term as the advantages of automation
begin to dominate and curated content grows.
* Continued investment in services and
technologies that enhance the learner experience,
enabling anytime, anywhere, any device access, in
bitesize chunks, in a range of enjoyable learning
formats, will be the order of the day.
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HRO TODAY MAGAZINE
| DECEMBER 2019
delivery; and
* a standardized approach to learning.
Recruitment Process Outsourcing (RPO) Services
Recruitment priorities for organizations focus on addressing
talent shortages, embracing technology and tools, and
becoming more agile. The pace of change is accelerating
and more organizations are seeking external expertise from
RPO partners to help them navigate these challenges.
RPO partners have adapted to the changing market by
offering more choices in RPO models and programs, and
have begun bundling their expertise into consultancy
services that are sold as either standalone advisory services
or as part of an RPO program.
Organizations that have partnered with RPO partners for
at least one contract cycle are focusing on how continuous
improvement in services and technology, including better
market insights and improved candidate experience,
can minimize the impact of talent shortages on their
businesses.
2020 HR OUTLOOK:
RPO SERVICES
* The global RPO market is estimated to grow in
the low double-digits annually through 2023. Midsized
organizations that lack internal recruitment
resources will embrace RPO programs in greater
numbers than large organizations.
* Drivers for RPO will become more tiered,
ranging from traditional drivers like cost savings
and sourcing expertise to more sophisticated
drivers associated with the maturity of programs,
like quality of insights.
* As more RPO partners expand their global
footprint, so too will organizations as they seek a
centralized and standardized experience across all
their talent acquisition activities.
* As the global talent shortage worsens, talent
management services, including the internal
development of existing employees through
upskilling and reskilling, will become more
prevalent as a complementary offering to pure
RPO programs in addition to employer branding
and recruitment marketing services.
Gary Bragar is HR services research director of NelsonHall.
HRO Today December 2019

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