Category Archives: Business Process Outsourcing (BPO)

Rohit’s rhetoric

Rohit Kapoor is Vice Chairman and CEO EXL (Click for bio)

EXL CEO Rohit Kapoor talks to HfS’ Phil Fersht about the future of BPO and his own company’s story

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The HfS 2016 Blueprint Research Agenda …at your service

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The analyst industry’s most ambitious 2016 research agenda

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HfS brings O’Brien’s brains on board

Melissa O'Brien is Research Director, Contact Center and Omni-Channel Operations, HfS (Click for Bio)

Melissa O’Brien joins HfS as Research Director, Contact Center and Omni-Channel Operations

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Life beyond automation? Consider the H Factor

Technology is useless without the H Factor to drive it...

The H Factor: Being smart humans who can intelligently apply tech, not be replaced by it


Did HfS really just uberize the analyst business?

Click to read the full article over at Influencer Relations

After reading this, people will start to use the term “HfS-ize” instead of uberize


Meet the Fresh Prince of Capgemini… Mike Small

Mike Small is the Global Sales Officer, BPO at Capgemini

Mike Small, Global Sales Officer, BPO at Capgemini talks to Phil Fersht of HfS

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Outsourcing is on life support, with many providers failing to invest in As-a-Service

Providers unwilling to change the model

If I have to hear another advisor, lawyer or provider sales executive whining about their lack of business, I am just going to tell them straight – “You’re a dinosaur, you are selling a capability from a bygone era. The reason clients don’t call you anymore is because you are not offering them what they […]


Accenture, Deloitte, Capgemini and Bluewolf lead the industry’s first Salesforce Services Blueprint

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HfS Research unveils the industry’s first Services Blueprint analysis


And finally… The Agenda for the Harvard Working Summit for Service Buyers


Who else can put on an event and oversubscribe it before even releasing the bloody agenda?  Didn’t people realize the central theme this year is invoice processing transformation in Kazakhstan? Well, the long wait is over and we’re proud to  present a slightly eccentric and highly knowledgeable line up of industry luminaries for our upcoming HfS Working […]

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Provider, provider on the wall, who’s delivering Trust for Digital?

HfS unveils the first Trust-as-a-Service Blueprint Report assessing service provider capability in the Digital Security Realm


Meet General Gary

Gary Novak, KPMG China

Phil fersht talks to KPMG’s Gary Novak and what he’s learned being in China the last few years


Join us in NYC next week to give BPO a much-needed face lift

BPOi NYC Conference

Let’s get together in New York next week to reminisce about that wonderful  phenomenon that was BPO, which – of course – is now a thing of the past, with everyone digitizing and automating their business operations, while adding layers of artificial intelligence to help make groundbreaking business decisions. Who needs BPO anymore, right? In fact, us humans […]

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Cannibalize or face extinction (if you want to survive in the As-a-Service Economy)

hannibal the cannibal

Most service providers are not structured for success….. and the problem lies at the top


Harman, Tech Mahindra, IBM, Accenture and Atos leading the Internet of Things phenomenon


HfS Research unveils the first industry assessment of service provider performance and potential with IoT


IBM makes a meteoric rise into the HR-as-a-Service big three


Every HR head wants a Workday rollout… and every SI wants a SaaS services acquisition


Nasscom Wrap: Grasping for digital identity, but needing a dosa reality


I find myself feeling conflicted between excitement and frustration for the future of Indian-centric BPO services.


Ready to strut your stuff at #NasscomBPM this week?

Find out what's making Chandra, Vishal, Tiger and TK strut their stuff in Bangalore this week

Find out what’s making Chandra, Vishal, Tiger and TK strut their stuff in Bangalore this week…

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Why Accenture’s acquisition of Cloud Sherpas is both an offensive and defensive move

Accenture acquires Cloud Sherpas

As-a-Service has to be all about empowering the client, not the consultant


Long live the freemium analyst model…

Leading analyst firms in 2015/16

Interim results from the 2015/16 Analyst Value Survey, as revealed by influencer guru Duncan Chapple


Weekend Rant: Let’s cut this bullsh*t and have meaningful conversations again (please)


We have to fix our bullsh*t problem, or this industry will fade into irrelevance