Welcome to the era of outsourcing stability. Now let’s automate stuff
Question: Why are we becoming so obsessed with Automation and As-a-Service relationships? Answer: Because outsourcing has worked so effectively, we can now look to new levers to pull to find that next threshold of value Question: Will the next person who says “Outsourcing is just so Passé” get a punch in the face? Answer: Yes […]
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 […]
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 […]
HfS adds a new twist to Digital and IoT coverage with Oliver Marks
Oliver Marks is Research Vice President, Digital and Internet of Things, HfS (Click for bio) You may have seen we’ve been busy expanding our research team to make sure we can help executives pull all the right value levers to take their enterprises into the As-a-Service Economy. In the old days we put a lot of […]
Robotic Process Automation has now penetrated a third of enterprises. Time to advance the conversation…
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 […]
Unbland webcast warning: Getting smarter with process automation
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 […]
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. […]
Buyers perceive Accenture, Deloitte and KPMG as the most trusted consultants for achieving Intelligent Operations
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 […]
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 […]
