Why the broader issues behind Brexit send a frightening message to the services industry
The vote for Brexit wasn’t really about debating the finer points of EU membership – it was a big thumbs down for the establishment from over half the UK voters who feel disenfranchised. This is a reflection of the ever-widening gap between the wealthy and the working classes, the educated and the uneducated, the socially-connected […]
Digital labor will trim 1.4 million global services jobs by 2021
It’s time we dispelled the scaremongering and hype and gave you the true picture of how advances in automation tools and methodologies, such as RPA and autonomics, will impact the global IT services and BPO industry over the next five years. The current debate on these issues is as polarizing as it is confusing. On […]
Futurist Gerd Leonhard to keynote at HfS Cognition this September
Futuring Gerd Leonhard will keynote at HfS’ Cognition Summit this September Now we have finally managed to get past that frightfully riveting conversation about doing some rudimentary process automation with our invoice processing and customer collections (aka RPA 1.0), we can finally get to the heart of what new technology capability – much of which […]
When did employees become “costs”?
It suddenly dawned on me what the core issue is with the future of the workplace: the simple fact that company leaders and their stakeholders started viewing employees as walking costs at some stage over the last 30 years, and have devoted a huge amount of focus and energy trying to figure out how to remove […]
The back office is dead… long live OneOffice
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. […]
Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint
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 […]
The future of work is about capabilities you (should) already have
Soon there will be nowhere left to hide. Everyone’s value is under the microscope from colleagues and management alike. Whether you turn widgets, manage a process, a set of processes, lead teams or manage team leaders leading teams… or run a whole division… or even an entire organization, you are under constant scrutiny in today’s […]
Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative
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 […]
It’s time we started Being As-a-Service
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 […]
Why it’s time for Robotic-BPO to break the mold of legacy F&A engagements
Amidst the relentless robo-hype in our current era of robotic rhetoric, it’s fast-emerging that many buyers and service providers are really struggling to work together to create workable Robotic Process Automation initiatives – in many cases, neither are willing to make the necessary investments, trade-offs or sacrifices to make his work. So let’s start with […]
