Buyers’ Sourcing Best Practices
By Phil Fersht on June 20, 2016
Just stare at that digital underbelly… there’s a lot of work needed down there! When the news broke last month about the second largest IT services merger of all time (after the 2008 HP-EDS whopper), the reaction among the services cognoscenti was – and has continued to be – one of confusion. Big services mergers […]
Posted in Business, Featured Posts | Tagged Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cloud Computing, Cognitive Computing, Design thinking, Digital Transformation, Enterprise Irregulars, Financial Services Sourcing Strategies, HfSResearch.com Homepage, IaaS and BPaaS, IT Outsourcing / IT Services, OneOffice, PaaS, Robotic Process Automation, SaaS, Security and Risk, Sourcing Change Management
By Phil Fersht on May 31, 2016
RPA 1.0 is a done discussion. We know what it is, we know what it can do, we know how it can augment operations and help digitize broken processes. To this end, our brand new study on Intelligent Operations, which canvassed the dynamics of 371 global enterprises, already shows a third of them are very […]
Posted in Featured Posts, Trends & Concepts | Tagged 2015 As-a-Service Study, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cognitive Computing, Enterprise Irregulars, HfS Surveys: All our Survey Posts, HfSResearch.com Homepage, IaaS and BPaaS, IT Outsourcing / IT Services, PaaS, Robotic Process Automation, robotics, RPA, SaaS, The As-a-Service Economy
By Phil Fersht on May 13, 2016
If someone called you “back office”, I’d imagine you’d be a little bit offended. It’s probably not much worse than being called “useless”, or “about to be automated out of existence”… But I have good news for you back-office rebels – your time spent festering in the backend of yonder is finally coming to an end. […]
Posted in Featured Posts, Technology / Software | Tagged 2016 Intelligent Ops Study, analytics, Analytics and Big Data, automation, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cognitive Computing, Contact Center and Omni-Channel, CRM and Marketing, Design thinking, Digital Transformation, Enterprise Irregulars, HfS Surveys: All our Survey Posts, HfSResearch.com Homepage, HR Strategy, IT Outsourcing / IT Services, Knowledge Process Outsourcing & Analytics, Robotic Process Automation, social networking, Sourcing Change Management, The As-a-Service Economy
By Phil Fersht on May 3, 2016
Our latest research into intelligent operations reveals a customer first strategy is the biggest driver for C-Suite leaders today, so where more important to focus than what’s going on at the call center? Has there ever been a more compelling time for call center service providers to step up and prove to their clients they can […]
Posted in Technology / Software | Tagged Aegis, Alorica, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Captives and Shared Services Strategies, concentrix, Conduit Global, Contact Center and Omni-Channel, Convergys, CRM and Marketing, Design thinking, Digital Transformation, Enterprise Irregulars, EXL, hcl, HfS Blueprint, HfS Blueprint Results, HfSResearch.com Homepage, hgs, hpe, HR Strategy, IBEX Global, Infosys, Melissa O'Brien, Robotic Process Automation, Security and Risk, Sitel, Sutherland, Talent in Sourcing, Teleperformance, TeleTech, The As-a-Service Economy, Webhelp, WNS, Xerox
By Phil Fersht on April 18, 2016
When your enterprise is increasingly dependent on hiring “Millennials” with digital skills and lower wage needs, you’d better figure out a plan for creating exciting, challenging career paths, or you’re pretty much already doomed. Sadly, our Talent in BPO study from last year tells a very depressing tale when you ask BPO delivery executives what they […]
Posted in Business, Featured Posts | Tagged 2015 Talent in BPO Study, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Captives and Shared Services Strategies, Contact Center and Omni-Channel, CRM and Marketing, Design thinking, Digital Transformation, Enterprise Irregulars, Finance & Accounting BPO, Global Business Services, Healthcare and Outsourcing, HfS Surveys: All our Survey Posts, HfSResearch.com Homepage, HR Outsourcing, HR Strategy, Knowledge Process Outsourcing & Analytics, millennials, social networking, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy |
By Phil Fersht on March 24, 2016
Coming away from our Cambridge University buyers summit this week, I was pleasantly surprised by the increased level of sophistication and maturity many services buyers are now exhibiting. Gone are the provider bitch-fests and endless ranting about failed promises and absent innovation (that they didn’t pay for in the first place). Instead, there was a desire […]
Posted in Featured Posts, Trends & Concepts | Tagged 2015 As-a-Service Study, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cognitive Computing, Design thinking, Digital Transformation, Enterprise Irregulars, HfS, HfSResearch.com Homepage, HR Strategy, IaaS and BPaaS, IT Outsourcing / IT Services, PaaS, Phil Fersht, Robotic Process Automation, SaaS, Security and Risk, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy
By Phil Fersht on March 14, 2016
One of the most significant shifts towards As-a-Service delivery, in recent times, has been the investments in delivering comprehensive IT and business process services to support the enablement of leading SaaS platforms. With the gravy train of revenue the leading service providers have enjoyed from clunky on-premise ERP services, over the last 2+ decades, now […]
Posted in Business, Featured Posts | Tagged Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cloud Computing, Digital Transformation, Enterprise Irregulars, HfS Blueprint Results, HfSResearch.com Homepage, HR Outsourcing, HR Strategy, IaaS and BPaaS, IT Outsourcing / IT Services, khalda de souza, Knowledge Process Outsourcing & Analytics, PaaS, SaaS, SAP SuccessFactors, Security and Risk, Sourcing Change Management, SuccessFactors, Talent in Sourcing, The As-a-Service Economy
By Phil Fersht on March 4, 2016
“Our clients come back from conferences demanding they need an Automation and a Digital strategy, with no idea what they are”, said a senior partner in a Big 4 consultancy yesterday. I have never known a time in the world of business when there is no much hype, confusion and unsettlement. Sadly, we are now living […]
Posted in Featured Posts, Trends & Concepts | Tagged 2015 As-a-Service Study, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Confusing Outsourcing Information, Contact Center and Omni-Channel, CRM and Marketing, Design thinking, Digital Transformation, Enterprise Irregulars, Finance & Accounting BPO, HfS Research, HfS Surveys: All our Survey Posts, HfSResearch.com Homepage, HR Strategy, IT Outsourcing / IT Services, Phil Fersht, Robotic Process Automation, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy
By Phil Fersht on February 22, 2016
Oh boy – the amount of fantastical claims we are being spoon-fed by some experts in the market today is just getting a bit absurd: McKinsey believes as much as 45% of current jobs could be replaced using technology that already exists; Forrester claims 1 million US B2B sales jobs will go away by 2020; Gartner […]
Posted in Featured Posts, Trends & Concepts | Tagged Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cognitive Computing, Digital Transformation, Enterprise Irregulars, IT Outsourcing / IT Services, Robotic Process Automation, Sourcing Change Management, Sourcing Locations |
By Phil Fersht on February 1, 2016
Revisiting our As-a-Service study from late last year (click here to download your copy if you somehow missed it), we realized 10% of the respondents were in C-level positions. So we thought it worth comparing the C-Suite’s views on what would significantly impact their firm’s As-a-Service journey, when compared to their middle-management layer: Click to Enlarge Provider-replacement […]
Posted in Business, Featured Posts | Tagged 2015 As-a-Service Study, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cognitive Computing, Design thinking, Digital Transformation, Enterprise Irregulars, HR Strategy, IaaS and BPaaS, IT Outsourcing / IT Services, Knowledge Process Outsourcing & Analytics, PaaS, Phil Fersht, Robotic Process Automation, SaaS, Security and Risk, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy
