Brexit will will rip out the underbelly of the British economy - and we'll likely never recover

Brexit will will rip out the underbelly of the British economy – and we’ll likely never recover

    However which way you analyze all the economic indicators, and whatever your opinion may be regarding Britain’s relationship with the European Union (EU), removing the movement of EU labour into the UK will create a perilous shortage of labour, particularly for low-to-mid skilled professions.  If anything, removing worker base at the lower end of […]

RPA is a gateway drug - and magically these guys agree too! Don't you just love coincidences..

RPA is a gateway drug – and magically these guys agree too! Don’t you just love coincidences..

And here we go again… Our now-infamous headline “RPA is the gateway drug. AI is the drug…” has now magically appeared on the Forbes website in an article entitled “Robotic Process Automation: A Gateway Drug to AI and Digital Transformation” authored by Babson Professor Tom Davenport and Carla O’Dell, Chairman at AQPC:     (Cross-posted @ […]

SYKES acquires Symphony becoming the first call center provider with significant automation capability

SYKES acquires Symphony becoming the first call center provider with significant automation capability

Disruption is more ripe in the call center space than any other corner of the services industry, and $1.6bn provider SYKES just upped the ante to feverish levels by becoming only the second-ever service provider to acquire deep RPA and intelligent automation expertise, since Accenture picked up Genfour 18 months ago. And $70m cash is a not insignificant […]

Seven deadly misnomers why these billion dollar RPA valuations are insane

Seven deadly misnomers why these billion dollar RPA valuations are insane

It’s not been possible to escape the wild world of RPA valuations these past few months, culminating in the recent claim from UiPath and its investors that the firm is worth $3 billion, despite the reality that AA’s annual revenues this past year are ~$100m, Blue Prism’s ~$55m and UiPath’s ~$65m (HFS estimates). As much as I would love to celebrate […]

Barely a third of outsourcing deals are now safe: Window-dressing legacy engagements is over

Barely a third of outsourcing deals are now safe: Window-dressing legacy engagements is over

We’ve been talking about the legacy model of butts-on-seats “mess for less” outsourcing fizzling out for years, but somehow the same old candidates have clung on grimly to the same old model, relying on clients that still find a modicum of comfort negotiating rate cards down to the lowest common denominator, content to hobble along […]

It's Bots-on-Seats as IBM, Cognizant and Accenture lead the HFS TOP 10 Cognitive Assistants

It’s Bots-on-Seats as IBM, Cognizant and Accenture lead the HFS TOP 10 Cognitive Assistants

The word “Chatbot” is officially banned:  they treat conversations like they’re a game of tennis: talk, reply, talk, reply.  There is little to no context and zero intelligence, just pre-programmed responses only set up to deal with a pre-set finite number of frequently asked questions.  It’s a  legacy customer experience that most of us go out of […]

Tinker, experiment, explore, then disrupt: The Hyper-Connected Enterprise will be driven by Intelligent Automation.

Tinker, experiment, explore, then disrupt: The Hyper-Connected Enterprise will be driven by Intelligent Automation.

As business operations have advanced through several inflections points over the last three decades, the core component at the heart of these changes has been the emergence of digital interactivity driving the hyper-connected global business – only made possible by intelligent automation. Digital connectivity has transformed both front and back offices over the last three […]