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 25, 2016
The Robotic Process Automation 1.0 story is now done. If I get subjected to one more bland-mush white paper / blog post / cheesy conference / LinkedIn update on basic RPA and I think I will automate my own bot funeral. The conversation has now evolved to Smart Process Automation, which combines workforce orchestration, RPA and cognitive […]
Posted in Trends & Concepts | Tagged Ascension, Business Process Outsourcing (BPO), citi, Enterprise Irregulars, HfSResearch.com Homepage, IT Outsourcing / IT Services, Robotic Process Automation, Security and Risk, Sourcing Change Management, The As-a-Service Economy, WorkFusion
By Phil Fersht on May 6, 2016
In 1588, the English dramatist John Lyly, in his Euphues and his England, wrote: “…As neere is Fancie to Beautie, as the pricke to the Rose, as the stalke to the rynde, as the earth to the roote.” In other words, “Beauty is in the eye of the Beholder”, which just about sums up how […]
Posted in Business, Featured Posts | Tagged 2016 Intelligent Ops Study, Business Process Outsourcing (BPO), Design thinking, Digital Transformation, Enterprise Irregulars, HfS Surveys: All our Survey Posts, HfSResearch.com Homepage, IT Outsourcing / IT Services, Outsourcing Advisors, Robotic Process Automation, Security and Risk, Sourcing Change Management, Talent in Sourcing, 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 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 18, 2016
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 […]
Posted in Business, Featured Posts | Tagged Business Process Outsourcing (BPO), Cognitive Computing, Design thinking, Enterprise Irregulars, Finance & Accounting BPO, HfSResearch.com Homepage, HR Strategy, IaaS and BPaaS, PaaS, Robotic Process Automation, robotics, RPA, SaaS, Security and Risk, Sourcing Change Management, The As-a-Service Economy
By Phil Fersht on March 15, 2016
A momentous event occurred in the world of Robotic Process Automation (RPA) today, when its pioneering vendor, Blue Prism, became the first pureplay RPA vendor to announce officially its intention to IPO. Naturally, this sparked some feverish debate among the RPA cognerati over whether we may see one of the established services firms make a […]
Posted in Featured Posts, Technology / Software | Tagged #Crazymergerideas, Analytics and Big Data, Business Process Outsourcing (BPO), Cognitive Computing, Enterprise Irregulars, Finance & Accounting BPO, HfSResearch.com Homepage, ibm, IT Outsourcing / IT Services, Knowledge Process Outsourcing & Analytics, Phil Fersht, Robotic Process Automation, Security and Risk, Sourcing Change Management, 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 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
By Phil Fersht on January 7, 2016
We’ve pooled all the big discussion topics from our recent service buyers summit in Harvard and let our analysts loose to demand 10 big things the industry needs to address if we are going to drag ourselves away from legacy land and avoid becoming massage therapists… and venture into the promised land of the As-a-Service Economy: […]
Posted in Business, Featured Posts, Trends & Concepts | Tagged 2015 HfS Buyers Summit, Analytics and Big Data, Business Process Outsourcing (BPO), Buyers' Sourcing Best Practices, Cloud Computing, Cognitive Computing, Contact Center and Omni-Channel, CRM and Marketing, Design thinking, Digital Transformation, Enterprise Irregulars, Global Business Services, HR Strategy, IaaS and BPaaS, IT Outsourcing / IT Services, Knowledge Process Outsourcing & Analytics, PaaS, Robotic Process Automation, SaaS, Security and Risk, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy
