Category Archives: Homepage

The broader issues behind Brexit send a frightening message to the services industry

Voter analysis, Brexit

This rebellion against the establishment can be clearly mirrored in our enterprises, where similar issues of disenfranchisement are rapidly permeating with 30% of rote services jobs likely to be eliminated


Digital labor will trim 1.4 million global services jobs by 2021

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Low skilled, routine jobs drop 30% as many of these roles get phased out over the next 5 years, resulting in a net loss in the global services industry of 9%, totaling 1.4 million jobs by 2021


Can HPE + CSC dominate the digital underbelly, or has that ship sailed?

Digital Underbelly

These two firms need to be slammed together with an urgency and focus not yet seen in our industry


Futurist Gerd Leonhard to keynote at HfS Cognition this September

Futuring Gerd Leonhard will keynote at HfS' Cognition Summit this September

Phil Fersht interviews Futurist Gerd Leonhard prior to his keynote at the HfS Cognition Summit this September

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HfS adds a new twist to Digital and IoT coverage with Oliver Marks

Oliver Marks is Managing Director, Digital and Internet of Things Research at HfS

HfS welcomes digital and IoT guru Oliver Marks as Research Vice President, Digital and Internet of Things

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Meet the Dinamo driving TCS’ business process services impressive growth

Dinanath (Dina) Kholkar is Vice President and Global Head of BPS at Tata Consultancy Services

HfS’ Phil Fersht interviews Dinanath (Dina) Kholkar, Global Head of Business Process Services at Tata Consultancy Services


Robotic Process Automation has now penetrated a third of enterprises. Time to advance the conversation…

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Automation is just part of the story as enterprises look to bring the back office in line with the middle and front – albeit a very important one

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The new HP Enterprise is now the #3 high value IT services provider

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Love this merger or loathe it, the marriage of HPE and CSC has just spawned the third-largest high value IT services provider in the world

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When did employees become “costs”?

Stapler - Office Movie

Human labor should be viewed as a valuable commodity that adds value to a business, not some burden on the profit margin that needs to be eliminated


Accenture, Xerox, NGA HR, Aon Hewitt and ADP make the HR Operations-as-a-Service Winner’s Circle

HR Ops_Axis

HfS Research’s Mike Cook authors the 2016 HR Operations-as-a-Service Blueprint

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The back office is dead… long live OneOffice

Intelligent OneOffice

We’re evolving to an era where there is only “OneOffice” that matters: creating the digital customer experience and an intelligent, single office to enable it


Buyers perceive Accenture, Deloitte and KPMG as the most trusted consultants for achieving Intelligent Operations

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The focus shifts to using consultants with real change management, process transformation, analytics and automation chops


Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint

HfS unveils the 2016 HfS Blueprint for Contact Center Operations, authored by Melissa O’Brien

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The future of work is about capabilities you (should) already have

Fries with that?

New workforce trust is all about initiative, attitude, personality and trust


Accenture, Genpact, IBM, EXL, TCS, Capgemini and WNS lead the first As-a-Service lens of Finance and Accounting

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HfS Research’s Phil Fersht unveils the 2016 HfS Blueprint on Finance and Accounting As-a-Service

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Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative

Bored BPO Cat

Enterprises need to create business manager roles to energize the Digital Generation


Let’s get lean digital with Shantanu

Afraid of no processes:  Genpact's solution head Shantanu Ghosh

Genpact’s CFO guru, Shantanu Ghosh, talks to Phil Fersht about the impact of digital on the finance function


Twelve ways to survive the race to irrelevance – download your life jacket now!

We managed to crack the code on surviving in these disruptive times – in twelve simple steps – at Cambridge University

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Supply Chain Management clears the path to As-a-Service with Accenture, Havi, OnProcess, arvato and Brightstar leading

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HfS unveils the first comprehensive view of Supply Chain Management As-a-Service.


It’s time we started Being As-a-Service


Let’s start talking about how we can start Being As-a-Service today… not tomorrow, or some far off point in the future, where we just hope this all becomes somebody else’s problem.