NASSCOMBPM 2017: The Indian BPM industry graduates from from biryani to bhuna, but needs to stop celebrating the past

NASSCOMBPM 2017: The Indian BPM industry graduates from from biryani to bhuna, but needs to stop celebrating the past

Rohit Kapoor (right), Chair of the NASSCOMBPM Council, hosts his first summit in Bangalore It was good times revisited in Bangalore last week, where the Indian-heritage BPM (BPO) services firms gathered for their annual reality check, courtesy of NASSCOM, India’s leading IT and BPM services body.  We were pleased to get the chance to meet with many of […]

Some thoughts on Cloud Foundry Summit

Some thoughts on Cloud Foundry Summit

I did not make it to Cloud Foundry Summit Europe in 2017 in Basel, due to a cancelled flight,  but I did get a chance to look at some of the news from the event, which is definitely worth recounting. One data point, which is frankly staggering is that enterprises now account for more than […]

Meet F&A's new Big Seven: Genpact, Accenture, IBM, TCS, EXL, Capgemini and WNS

Meet F&A’s new Big Seven: Genpact, Accenture, IBM, TCS, EXL, Capgemini and WNS

Welcome back to the F&A business, which we’ve been tracking religiously on HfS since our very first blog post more than a decade ago, famously titled “Beyond Labor Arbitrage: The New F&A BPO Frontier”.  And how much has changed since then (ahem).  However, what has changed is the rampant excitement about the new arbitrage: RPA, where […]

Cognitive chatbots in customer service: Beyond the hype and behind the scenes

Cognitive chatbots in customer service: Beyond the hype and behind the scenes

A prominent AI company CEO and product designer explains key issues in cognitive computing and offers advice to enterprise buyers looking at intelligent agents in customer service.

What's really holding back today's CIO from digital transformation?

What’s really holding back today’s CIO from digital transformation?

The ongoing industry focus on digital transformation remains the hottest and most strategic conversation in the business of IT today. You can’t read an article or go to a conference without getting an earful on the subject these days, and for good reason: The world has become far more digital, customer tastes and expectations have […]

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

The differences between customer engagement, customer experience, consumable experience, and brand experience can have significant impacts on your company’s strategy. Paul Greenberg explains it all for you.