By Phil Fersht on May 21, 2016
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 […]
Posted in Featured Posts, Trends & Concepts | Tagged Enterprise Irregulars, HfSResearch.com Homepage, HR Strategy, Sourcing Change Management, Talent in Sourcing, The As-a-Service Economy |
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 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 April 12, 2016
If you weren’t able to make our excellent buyers summit at our research partner Cambridge University, we managed to crack the code (finally) on surviving in these disruptive times – in twelve simple steps. Just download our report and all will become crystal clear: (Cross-posted @ Horses for Sources)
Posted in Trends & Concepts | Tagged Business Process Outsourcing (BPO), Digital Transformation, Enterprise Irregulars, HfSResearch.com Homepage, IT Outsourcing / IT Services, Outsourcing Events, Robotic Process Automation, Sourcing Change Management, Talent in Sourcing
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 7, 2016
Go on – dare you to be honest =) Click to Enlarge (Cross-posted @ Horses for Sources)
Posted in Trends & Concepts | Tagged Enterprise Irregulars, HR Strategy, Talent in Sourcing
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
