Since when did AI become the job creation antidote to automation's job destruction? Time for an augmented reality check...

Since when did AI become the job creation antidote to automation’s job destruction? Time for an augmented reality check…

We seem to have suddenly shifted from the doom and gloom of robots taking our jobs to people proclaiming that AI is going to create millions of new jobs.  And if you haven’t endured this latest round of hype, I envy your unique skill in removing fake news from your life. Suddenly AI is the […]

AI is bollocks... or is it?

AI is bollocks… or is it?

Well someone actually said it – and it may not come as a complete shock that it’s come from everyone’s favorite RPA evangelist Guy Kirkwood, of UIPath fame. Even more impressive is guy’s beautiful command of the English language to describe the latest hyped term “AI”, now that most the hypesters have got bored touting the massively disruptive impacts of […]

Enterprise Automation and AI with reach $10 billion in 2018 to engineer the OneOffice

Enterprise Automation and AI with reach $10 billion in 2018 to engineer the OneOffice

As we brace ourselves for yet another deluge of dodgy automation and AI predictions for 2018, where people just make stuff up and hope we don’t remember them in a few months, we thought we’d break the mold and actually release some real numbers based on real adoption trends and real expenditure date on software and […]

The State of Automation and AI Study 2017: 400 operations leaders air the real deal

The State of Automation and AI Study 2017: 400 operations leaders air the real deal

Finally, we can stop freaking out at all these lovely projections, such as “AI will eliminate 1.8M jobs but create 2.3M” in the next couple of years, and “47 percent of total US employment” being at risk and “AI being possibly the last event in human history”.  Oh, and who can forget that recent whopper, “96% of clients are getting […]

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 […]

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 […]

Have we finally become an industry? Have we become the Digital Operations Industry?

Have we finally become an industry? Have we become the Digital Operations Industry?

The worlds of software, business operations and services have always been chasms apart – different mindsets, vernaculars, conversations, ideas of what constitutes value – and vastly different cultures.  Software people never understood the operations folks and vice versa – each thought they were top of the corporate food chain. However, the past couple of years […]

IBM, Accenture, KPMG, TCS, Deloitte, Wipro and Atos lead the 2017 Digital Tech Consulting blueprint

IBM, Accenture, KPMG, TCS, Deloitte, Wipro and Atos lead the 2017 Digital Tech Consulting blueprint

We interviewed 300 digital technology decision makers across the Global 2000 to get up close and realistic about their experiences working with all the main IT consultants and services providers, when it comes to their consulting and strategy abilities (report can be accessed here). What’s unique about the HfS approach is we don’t allow any of these firms to […]

It's Design Thinking heaven with TandemSeven as Genpact makes its OneOffice move

It’s Design Thinking heaven with TandemSeven as Genpact makes its OneOffice move

“You guys really should evolve your lean capabilities into Design Thinking with your clients” was my conversation with Genpact’s innovation lead, Gianni Giacomelli (pictured), a year ago.  “You should also do that with your research clients” was Gianni’s response.  Exactly a year later, we open our  Research ThinkTank in Cambridge England to perform said exercises with our clients, and […]