Category Archives: CRM and Marketing

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


The 2015 Enterprise Mobility Services Blueprint: IBM, Cognizant, Accenture, TCS, Infosys and Capgemini in the Winner’s Circle

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IBM, Cognizant, Accenture, TCS, Infosys and Capgemini make the Winner’s Circle for Enterprise Mobility Services


Here are our Autonabilized 2015 HfS predictions


17 Killer Predictions from the HfS analyst team. All of these will happen too…

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Atos and Xerox exchange holiday gifts, but can they disrupt a market asleep at the wheel?


This transaction focuses both service providers on their strengths and will help them be more effective in the emerging As-a-Service Economy


Accenture, Cognizant, Wipro and Infosys are the marketing and digital customer experience services front runners

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HfS unveils the first industry Blueprint that looks at Marketing Operations and Digital Customer Experience Management Services


Can Infovish disrupt the Indian services model and rediscover its mojo?


The Infy old guard make a bold statement to the world by putting the popular tech innovator, Vishal Sikka, in charge of rediscovering that elusive Infosys mojo


Industry analysts: a new world order is already coming


The future of analysts is about providing clients the experiences they need to be smarter and more effective at what they do, not selling them something pre-packaged that everyone else already has


HP and Salesforce team up to go after the zombie enterprise

Click to find out about private clouds embedded inside public ones...

HP and have teamed up to provide Salesforce CRM on dedicated “Superpod” HP boxes in an effort to satisfy enterprise clients fearful of having their data situated in the Public Cloud. The partnership is designed to help gain more traction with large global enterprises and highly regulated industries, while providing HP some Cloud street-cred after years of negative publicity and pride a much-needed fillip to its hardware and CRM services businesses.


Can Salesforce and Workday’s hook-up genuinely hurt the SAP and Oracle empire?

With a quarter-of-a-trillion dollars a year being plowed into integrating and managing SAP and Oracle, are the SaaS upstarts truly ready to integrate multiple cloud apps at this type of scale to challenge the status quo?


Concentrix buys its way into the customer experience management Winner’s Circle


Concentrix’s investors, SYNEXX, were clearly so impressed with IBM’s performance to reach the Winners Circle for customer experience management, they wanted a piece of the action for themselves


Teleperformance, IBM/Concentrix and Convergys make the Winner’s Circle for transforming the customer experience

Report Author, Adam Luciano, Principal Analyst, HfS Research (Click for bio)

We are proud to reveal our first Blueprint report that has gone deep into the innovation and execution capabilities of today’s leading service providers in the customer experience management industry


Replay of “Outsourcing is DEAD! Long Live Outsourcing…”


Click here for the replay & Click here for the slides. Enjoy!


It needn’t be marketing hell, with EXL

Substance over Puffery: Becky Dennis is Chief Marketing Officer for EXL

One example of an Indian-centric provider which is setting the standard for many others to follow is up-and-coming BPO provider EXL, which has not only invested heavily in local delivery resources, but has also put significant resources into developing its corporate, sales and marketing leadership in the United States.


Corsello OnDemand… on talent management, modern marketing and a little bit more

"It's not all about social media, it's about everything that we do being be very integrated".  Jason Corsello is VP Corporate Development & Strategy at Cornerstone OnDemand

Jason Corsello didn’t just turn out to be a great analyst and one of the original HR bloggers, but he’s now honing his knowledge to be a real strategist in modern marketing plying his trade leading strategy and marketing for Cornerstone OnDemand, one of the hottest Cloud-based HR tech firms on the Nasdaq today, specializing in talent management.

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Is the day of the rock star analyst officially over?


There’s been a lot of backchannel lately regarding high profile analyst departures to vendor organizations, with Thomas Otter, Gartner’s hugely popular VP for Human Capital Management, hopping to SAP’s recent acquisition, SuccessFactors.


Marketing’s Holy Grail in the modern age: Getting actionable insights from an integrated marketing optimization platform


The role of the CMO is probably the most thankless job in the modern organization: company’s executives expect great branding and messaging to be propelled through all the optimal channels to market to maximize awareness and, ultimately, increase sales.


Cheap and cheerful: Is this really as good as it gets for IT Outsourcing?

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ITO maybe a commodity business, but a new wave of collaborative BPO services is beginning to show the way


No Payne no Gain for a Chief Customer Officer… Part II

Bill Payne is IBM's CRM Services lead

In case you missed IBM’s CRM Chief Bill Payne’s return to blog-stardom during Part I, he discussed his vision for the creation of a “Chief Customer Officer” position within companies, who would report directly to the CEO. In Part II, Bill discusses shifting mindsets, the impact of analytics and evolution of outcome-centric engagements impacting the marketing function…

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Why the mid-market is the mother-in-law of outsourcing

I want the best SaaS platform, some great BPO and a bunch of data scientists...

When it comes to outsourcing, dealing with the middle-market has been somewhat akin to dealing with the mother-in-law: can be awkward to deal with, very hard to please, and always has complex demands on your patience and resources.


No Payne no Gain for a Chief Customer Officer… Part I

Bill Payne is Vice President, CRM and Industries at IBM Global Services

IBM’s Bill Payne talks to HfS about his refining vision for the future marketing function and, perhaps most importantly, how today’s businesses need to manage their most precious assets in the face of such fundamental change – their customers.

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