Goodbye Denial… we’ll miss you!

Goodbye Denial… we’ll miss you!

Don’t you just love being in Denial? That wonderful place where all you have to do is show up for work, do the same old, same old… and everything just keeps on ticking along. Isn’t it so cool to wake up in the morning and proclaim to the world that you’re just so excited to […]

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype

We set out a few weeks’ ago, with support from NASSCOM, to test the views of service buyers, advisors and providers on what the BPO industry needs to do to make the leap from delivering mere efficiency to one that can provide genuine strategic value to clients (if this is indeed possible). As we filter […]

You can bet your mortgage-as-a-service on Accenture, Wipro, Cognizant and TCS

You can bet your mortgage-as-a-service on Accenture, Wipro, Cognizant and TCS

Perhaps the best example of the evolving As-a-Service delivery model that immerses all the value levers of global delivery; namely offshore talent, cognitive automation tools, analytics and the digital customer experience, can be found in the burgeoning mortgage processing industry.  With banks going all out to sell highly competitive mortgages at record low interest rates, the […]

Social media has turned us into a society of gibbering digital morons

Social media has turned us into a society of gibbering digital morons

As someone who has profited very nicely from social media (I helped build an analyst company with blogging and social at the heart of our culture), I am probably not the most appropriate person to speak out against the negative side of social media’s impact.  But, as Gerald Ronson once famously espoused to the editor […]

Did Randstad just pay $429m too much for Monster?

Did Randstad just pay $429m too much for Monster?

Usually when there is an acquisition in the tech / services space, you can always appreciate why the deal was done, no matter how cynical you try to be – there is always some gold in there to dig out. However, in the case of Dutch staffing giant Ranstad, buying the shriveled remains of a […]

We are all outcome workers, whether we like it or not...

We are all outcome workers, whether we like it or not…

If you run any type of business operation or P&L, you’re quickly realizing your number one challenge is getting your people to help you achieve the results your business needs to be successful. Your strategy has to be about promoting a mindset where people focus on what they are contributing to the business, not the amount of […]

The HfS BPO Top 50: ADP, Xerox and Accenture lead the way

The HfS BPO Top 50: ADP, Xerox and Accenture lead the way

Ever wondered who the leading 50 BPO providers are across the globe, when we add up all relevant revenues?  Well, you need look no further: Source: HfS Research 2016 estimated from services provider financials. Revenues are fitted to nearest calendar year. We attempt to make the BPO services numbers as close to HfS definitions as […]

It's cognitively conjugal as Amelia and Accenture renew their vows

It’s cognitively conjugal as Amelia and Accenture renew their vows

The most “tangible” value of cognitive automation, in today’s consumer-centric enterprise, is the use of the virtual agent, where customer engagement is increased without heavy incremental investments in support staff. This isn’t about simply replacing a real customer service rep with an avatar, it’s augmenting the existing customer experience, usually using the same or similar […]