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 […]

OneOffice or DumbOffice? Service providers are bifurcating again

OneOffice or DumbOffice? Service providers are bifurcating again

In the old days of labor arbitrage centric outsourcing (which of course doesn’t happen anymore) we had two quite clearly defined sets of service provider – The offshore providers, which rarely interacted above director level and did the low end lift and shift routine work. The integrators, which worked primarily with the IT and operations […]

Will you really have to retire at 50? Not if you're smart about marketing your experience and your lifestyle

Will you really have to retire at 50? Not if you’re smart about marketing your experience and your lifestyle

I think I just read one of the most (brutally) honest and practical articles by a guy called Len Kendall, an LA-based marketing executive with a clear penchant for writing. His piece is based on two premises: The market no longer allows for employing older workers who deserve higher salaries Technology is killing jobs at […]

Automation Impact: India's services industry workforce to shrink 480,000 by 2021 - a decline of 14%

Automation Impact: India’s services industry workforce to shrink 480,000 by 2021 – a decline of 14%

Last week (see post) we revealed the true impact of the emergence of Intelligent Automation on the global industry of 15 million IT services and BPO workers, revealing a net decrease of 9% and ~1.4 million jobs. The HfS future workforce impact model predicts the likely impact of the most recent wave of automation on […]