Why going straight to digital from your legacy outsourcing engagement is like buying a Tesla

Why going straight to digital from your legacy outsourcing engagement is like buying a Tesla

As we discussed last week, the 2019 State of Operations data shows a strong appetite from enterprises to dump legacy outsourcing practices and reinvest in operating models that can take them straight to digital. While the desire to invest in an outsourcing model nose-dived from 62% in 2018 to 28% this year, it’s also worth looking at […]

As 47% of enterprises seek to reduce their reliance on outsourcing... we're going straight to digital

As 47% of enterprises seek to reduce their reliance on outsourcing… we’re going straight to digital

It’s taken more than 12 years – ever since the first-ever blog post written right here – but the outsourcing marketing is on the cusp of its most seismic change since the offshore revolution… the majority of enterprises are seeking to pull away from their stale outsourcing relationships and replace people with intelligent cognitive workers […]

Want to survive the AI era? YOU have a simple choice to make...

Want to survive the AI era? YOU have a simple choice to make…

  When it comes to staying relevant in today’s workforce, let’s get to the heart of the matter – YOU have a simple choice to make: Do nothing and be part of the “Frozen Middle”. Decide you can’t be bothered to learn anything new, so make sure your firm has the same attitude (or has […]

RPA is dead. Long live Integrated Automation Platforms

RPA is dead. Long live Integrated Automation Platforms

The biggest problem with enterprise operations today is the simple fact that most firms still run most of their processes exactly the same way as they did 20/30/40 years ago, with the only “innovation” being models like offshore outsourcing and shared service centers, cloud and digital technologies enabling those same processes to be conducted steadily […]

Are call centers cool again?  Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Ever since IBM sold off its Daksh business to Concentrix in 2013, “call center” has been something of a dirty word to traditional service providers and software aficionados alike. Since then, traditional IT services have flatlined as the focus has shifted to digital solutions, where the customer is front and center to emerging interactive (“digital”) technologies. Having that ability to lead […]

No-Deal Brexit isn't just a British problem: This could wipe $15 trillion off global markets

No-Deal Brexit isn’t just a British problem: This could wipe $15 trillion off global markets

In 2008 Lehman Brothers nearly took down the global banking system… in 2017 Greece’s debts were poised to destroy the European economy… today, we are staring at a stock market that gyrates up and down double-digit percentages in a single day, based on one awkward tariff tweet-up between Xi and Donald… We’re talking about the […]

Accenture, IBM, Capgemini and Wipro lead the first application services Top 10

Accenture, IBM, Capgemini and Wipro lead the first application services Top 10

So it’s now 2019, and HFS’ Ollie O’Donoghue and Jamie Snowdon waste no time in the world of the new feisty Top 10 methodology, where they take no prisoners in ranking how the leading application development and management service providers performed… The market continues to test and experiment with new frameworks and methodologies. The most notable are […]

Phil's 2018 Disruptor Awards!

Phil’s 2018 Disruptor Awards!

What better than to hand out some awards to people who have absolutely no clue they are going to win one… and for actually doing something in 2018 to impact the world of IT and business services that actually shook up the rules of the game?  And what better to offer up zero prizes beyond […]

2019 Prediction: Brexit will be abolished and the UK economy will roar back to life

2019 Prediction: Brexit will be abolished and the UK economy will roar back to life

I am not normally one for big grandiose predictions – I’m actually pretty dull when it comes to big hyperbole (I hope). Honestly, I’d love to declare that AI will destroy a third of the workforce, and then magically perform a 360-degree flip and start creating jobs.  I’d also love to declare that RPA vendors will magically […]

RPA will reach $2.3bn next year and $4.3bn by 2022... as we revise upwards our forecasts

RPA will reach $2.3bn next year and $4.3bn by 2022… as we revise upwards our forecasts

Well… it’s been quite a 2018 in the fantasy world of RPA (RPA plus RDA), where some of the fantasy dollars have magically become real, as the market hit $1.7bn – an increase of $250m from our forecast last year.  So when the more conservative of forecasters (HFS) undershoots the market by 17%, you know […]