Featured Posts

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 […]

Cognitive chatbots in customer service: Beyond the hype and behind the scenes

Cognitive chatbots in customer service: Beyond the hype and behind the scenes

A prominent AI company CEO and product designer explains key issues in cognitive computing and offers advice to enterprise buyers looking at intelligent agents in customer service.

What's really holding back today's CIO from digital transformation?

What’s really holding back today’s CIO from digital transformation?

The ongoing industry focus on digital transformation remains the hottest and most strategic conversation in the business of IT today. You can’t read an article or go to a conference without getting an earful on the subject these days, and for good reason: The world has become far more digital, customer tastes and expectations have […]

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

Are you experienced? Customer lessons from Comcast, American Girl, and Irish whiskey

The differences between customer engagement, customer experience, consumable experience, and brand experience can have significant impacts on your company’s strategy. Paul Greenberg explains it all for you.

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 […]