HfS Network

Category Archives: Outsourcing Events

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

April 12, 2016 | Phil Fersht

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:

cambridge-report-promo

Posted in: Business Process Outsourcing (BPO)Digital TransformationHfSResearch.com Homepage

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There's a whole generation with a new explanation... in San Francisco

February 25, 2016 | Phil Fersht

Get ready! We're Coming to San Francisco!

sf-email-headerYou may have heard we just announced our first-ever Working Summit for Buyers in San Francisco at the St. Regis Hotel May 26th - 27th. The summit's theme—Vision 2020 for Intelligent Operations—brings together the IT and business process services industry's brightest minds and stakeholders. Seats are limited and available at no cost to well-qualified senior buyers. So, if you are interested, pencil us in your calendar and apply for a seat now.

Unvarnished Discussion Sessions

  • The State of the As-a-Service Economy and Intelligent Operations: Is It Here?
  • Evolution or Revolution: What does the Future really Look Like?
  • The Current State of Intelligent Automation – what’s working and what’s not for buyers
  • Service Automation: Robots and the Future of Work
  • The Digitization of the Finance Function
  • Co-inventing for the As-a-Service Economy
  • Hiring for As-a-Service Skills and the Role HR must play in the As-a-Service Economy
  • The evolution of Omni-Channel for CRM: What is it really, and does is exist?
  • Analytics and Big Data in the As-a-Service Economy… what’s really coming next?
  • Getting ahead of Trust and Security in the As-a-Service Economy
  • The C-Suite Advisor – Buyer Face/Off
  • The C-Suite Service Provider Shootout

Apply-Now-Button-Email

Featured Discussion Leaders

  • Mary Lacity, Curators’ Professor, University of Missouri
  • Lee Coulter, CEO Shared Services, Ascension Health
  • Allison Sagraves, Chief Data Officer, M&T Bank
  • Phil Fersht, CEO HfS Research
  • Carol Britton, CPO, Bank of New York Mellon
  • Charlie Aird, Global Leader, PwC Shared Services and Outsourcing advisory
  • Chip Wagner, CEO Alsbridge
  • Dave Brown, Global Lead, Shared Service & Outsourcing Advisory at KPMG
  • Dennis Howlett, Co-Founder, Diginomica
  • Dilip Vellodi, Chairman and CEO, Sutherland Global Services
  • Jay Desai, Senior Director, Enterprise Outsourcing, AbbVie
  • Gajen Kandiah, Executive Vice President and General Manager Cognizant Digital Works and Business Process Services
  • Harry Wallaesa, CEO, The W Group
  • Jesus Mantas, Head of Global Business Services, IBM
  • Joe Frampus, Partner, Avasant
  • Kevin McDonald, VP of BPO Governance, The E.W. Scripps Company
  • Leslie Willcocks, Professor, Workforce and Globalization, London School of Economics
  • Mark Voytek, Partner, Ernst and Young
  • Michael Corcoran, Head of Strategy, Accenture Operations
  • Pradip Khemani, Head of Global Business Services, Blue Shield of California
  • Scott Furlong, Partner, ISG
  • Shantanu Ghosh, SVP & Global Head – CFO & Transformation Services, Genpact
  • Srinidhi Rao, Head – Service Management and Process Excellence, Juniper Networks
  • Tony Filippone, Senior Vice President, Outsourcing Management, AXIS Capital
  • Robin Rasmussen, Partner, HR SSOA KPMG
  • Vishal Sikka, CEO Infosys
  • Wesley Bryan, Co-Founder, OneSource Virtual

Apply-Now-Button-EmailHfS Analysts

As usual, we'll have a full contingent of HfS analysts on site to present the latest data and stimulate discussions. In San Francisco, we'll have Phil Fersht, Charles Sutherland, Barbra McGann, Fred McClimans, Melissa O’Brien and Reetika Joshi.

Apply-Now-Button-Email

Posted in: Business Process Outsourcing (BPO)Captives and Shared Services StrategiesCloud Computing

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The Nasscom 2016 report: The era of unsettlement is upon us

February 14, 2016 | Phil Fersht

Last week, the HfS Leadership team went all in on the 2016 NASSCOM Industry Leadership Forum (ILF) in Mumbai with 4 presentations and panels, dozens of meetings with industry leaders from providers and clients, multiple media interviews and local delivery center visits thrown in for good measure.  So myself and Charles Sutherland jotted down our thoughts as we fought off the lurking jet-lag demons on our way back to the States yesterday...

Troubled CatMost refreshing this time around, has been the toning down of the rhetoric and hype, as most of the providers tackle the winds of change threatening a worrying decline of growth in the global services industry.

From this year's proceedings, we have taken to heart the near ubiquitous discussion of “Digital enablement and Disruption” to construct a sentiment analysis of where the stakeholders in ILF currently find themselves in their transition from a world of legacy operations to delivering what HfS has termed the “As-a-Service Economy”.

From enthused to unsettled, service providers sober up as reality sets in

In a word, we felt the sentiment of the ILF sessions in 2016 is best described as the global IT services industry being “unsettled”.   Last year, we saw the pervasive adoption of “Digital” as the driver of future growth for every service provider at ILF, with a different definition in every instance as to what it meant. The ILF sentiment in 2015 was “enthusiastic” in a word.   Over the the course of the past year, we believe most of the service providers are awakening to the degree of change necessary to move to a new model that delivers Digital value based on technical capable offerings, untethered to huge incremental headcount investments.

While seeing some early client successes, most smart service providers are also questioning whether each is as differentiated in their capability and messaging as they believed a year ago. It is becoming abundantly clear, as the industry wakes up to the reality of what is really needed to evolve to the As-a-Service economy, that the differentiation points between service providers has become blurred - and being able to demonstrate true distinctiveness and differentiation from each other has become a very difficult task.

If in 2015, every service provider at ILF wanted to brief HfS on the excellence of their Digital offerings, in 2016 the conversations were inquiries, seeking to test the efficacy of a service provider’s messaging against that of competitors and against buyer requirements and expectations.

Six Factors causing this “State of Unsettlement”

So what has caused this change to a State of Unsettlement, amongst the service provider community in just 12 months? In short, we believe it has been a mix of six factor factors, namely:

  1. A rise in global economic uncertainty, exacerbated by the instability of the Brazilian, Russian and Chinese economies, record oil price lows, a volatile and unpredictable stock market globally and the creeping threat of deflation;
  2. The rise of new “born in the cloud” competitors, such as: Aason, Bluewolf, Equiniti and OneSource Virtual which can offer significantly more cost effective solutions and different delivery models;
  3. The increasingly viral adoption of Intelligent Automation in service delivery;
  4. A recognition that Digital is not just a supplemental technology spend to the legacy business, but a fundamental change in how the underlying business model operates (for clients and for service providers);
  5. The increased relevance and disruptive competitiveness of nimble mid-sized service providers (IT and business process) that can scale up and down aggressively to win deals, based on client needs and their own intentions to invest in the future model, such as EXL, Genpact, Hexaware and Virtusa;
  6. Increasing engagement with mid-market clients, which frequently have requirements as complex as the high-end, but cannot spend anything like the same amounts. Many of these clients will form the FORTUNE 500 of the future and most traditional service providers are simply not equipped to take these clients on profitably with their current delivery models.

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Posted in: Analytics and Big DataBusiness Process Outsourcing (BPO)Cognitive Computing

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And it's all going to kick off at #Nasscom_ILF today!

February 10, 2016 | Phil Fersht

We're excited to speak at four sessions at Nasscom in Mumbai, culminating with our State of Industry session at 11.15 this morning. Come along and discuss what's really going to hit us down the road...

No more legacy as HfS reels off the insights at the 2016 Nasscom India Leadership Forum

No more legacy as HfS reels off the insights at the 2016 Nasscom India Leadership Forum

Posted in: Business Process Outsourcing (BPO)Digital TransformationHfSResearch.com Homepage

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Three very handsome CEOs take on three advisors... only on HfS

January 20, 2016 | Phil Fersht

Posted in: Analytics and Big DataBusiness Process Outsourcing (BPO)Buyers' Sourcing Best Practices

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HfS is back in Cambridge University for another no-cheese bake off of services leaders

December 21, 2015 | Phil Fersht

The Event: The European HfS Service Leaders Summit

The Date: 21-22nd March 2016 (click for details)

The Venue: Gonville & Caius College Cambridge

The Theme:  Avoiding the Race to Irrelevance

To Apply for a Seat / lead a session (buyers only):  Email us here

This promises to be another UK style "throw the kitchen sink at everything crappy about our service industry"

We're back at Gonville & Caius College, Cambridge this Spring (Click to learn more)

We're back at Gonville & Caius College, Cambridge this Spring (Click to learn more)

Join these core discussions where we'll finally address these issues:

The Race to Irrelevance: Are we on a race to the bottom, or are we genuinely in the midst of change: Are service providers really selling what service buyers actually need?
Europeans v Americans: Who’s outsourcing smarter and where can we improve to get to the As-a-Service Enterprise?
Demystifying all that Robo Hype: What is the realistic place for a Robotic Process Automation strategy inside the enterprise - and what should Service providers be doing to support it?
Digital Transformation: It's really all about the business, stupid!
Beyond the Transition: How can service buyers and providers really share their risks to achieve longer-term gains?
Ending the Master/Slave Model: Can service buyers and providers leverage "Design Thinking" to fashion a collaborative relationship with a common purpose, common values and jointly desired outcomes?
Getting beyond the Paperwork: What does it really take, in today's environment, to execute and manage a meaningful, effective and lasting contract?
Getting past that "outsourcing career track" discussion: Is the outsourcing "profession" now part of a broader management capability?
The Message we have to Send Back to the Industry: How can we fix this industry to deliver the As-a-Service Enterprise?

Service buyers email us here to apply for your seat...

None of that famous Cambridge cheese, honest!

None of that famous Cambridge cheese, honest!

Posted in: Buyers' Sourcing Best PracticesCaptives and Shared Services StrategiesDesign Thinking

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Save the dates for our 2016 HfS Buyers Summits

December 06, 2015 | Phil Fersht

After the brilliant "back to reality" conversations at our Harvard Summit last week, where we crammed 53 senior enterprise buyers into a fantastic room with the HfS team and some very "game" sponsors, we are thrilled to unveil our 2016 Summit Agenda, starting with a return to Cambridge University in March, a debut Summit in San Francisco in the Spring, and a major industry gathering in September.  We'll be rolling out themes, speakers, crazy new ideas and lots of associated buzz in the coming days and weeks...  click here to learn more and apply for your places.

Next stop in the HfS quest for operational perfection... Gonville and Caius College, Cambridge

Next stop in the HfS quest for operational perfection... Gonville and Caius College, Cambridge

Click here to learn more and apply for your places.

Posted in: Business Process Outsourcing (BPO)Buyers' Sourcing Best PracticesCognitive Computing

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

October 21, 2015 | Phil Fersht

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 Summit for Service Buyers, in Harvard Square, Cambridge, MA, December 1 - 2:

Here's a mere sprinkling of the luminaries joining us for the December summit:

A mere sprinkling of the luminaries joining us for the December summit.

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Posted in: Business Process Outsourcing (BPO)HfSResearch.com HomepageHR Strategy

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

September 27, 2015 | Phil Fersht

The BMP Masala Dosa Reality: Great product, Weak Message

My recent experience of dosas, one of Southern India’s favorite food snacks, typifies the potential and shortcomings of India’s BPM (Business Process Management/Outsourcing) industry. The product is fantastic once you experience it, but, as a Westerner, you probably haven’t got a bloody clue what you are actually buying.

“It’s a bit spicy, sir” was the response, when I asked what the Mysore Masala dosa actually was. At that stage, I just took the plunge, but a little more description of why this food product is very tasty and will meet my desired hunger-fulfillment outcome, would have really helped close that deal.

This scenario isn’t a million miles from the typical experiences of dealing with an Indian-heritage business process service provider....

Coming back from the excellently well-attended and content rich 2015 NASSCOM BPM strategy summit in Bangalore this past week, I find myself feeling conflicted between excitement and frustration for the future of Indian-centric business process management / operations services.

My excitement

Execution is better than ever. India-based process delivery is getting really good. The tiresome client whining about poor execution and failed promises is become fainter than ever, with the vast majority now proudly talking about how smoothly their offshore operations are running. At HfS, we

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Posted in: Analytics and Big DataBusiness Process Outsourcing (BPO)Cloud Computing

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Making hay after the sun has set on legacy outsourcing... meet John Haworth

July 29, 2015 | Phil Fersht
John Haworth, HfS

John Haworth is Chairman of the HfS Sourcing Executive Council (Click for bio)

So what do you do after a rollercoaster career working in ERP software, HR services, sourcing advisory and finally the BPO lead for one of the largest healthcare insurers?

Where do you next take a career, which was centered on traditional services and outsourcing, when all you want to do is challenge the old model and bludgeon a path towards the new?

Of course, you already knew the answer... come to HfS and make some serious trouble.

John has been intimately involved with the HfS community for several year as a service buyer and has long talked to me about his desire to "saw off the legacy".  So when we reached the size and need to have a dedicated leader of the buyer rebels, armed and ready to hive off the turgid, valueless detritus of yesteryear's transaction-dom, there was noone better to ask to fill the spot.  And he loves it so much he's already written more research pieces than the analyst team in his first month on the job.

So let's find out a bit more about John's plans for the HfS buyers council and a little about himself too...

Phil Fersht (CEO, HfS):  Good afternoon John! You took the decision recently to join us at HfS Research and we'll talk about that in a minute, but first could you could give us a bit of your own background?

John Haworth,Chairman of the HfS Sourcing Executive Council: Like a lot of people I think I'm in this industry somewhat by accident. The reason it wasn't by design is because to some degree the industry as we know it didn't exist, so there wasn’t anything for anyone to aspire to become part of. I think if you go back twenty years you'll find strong BPO examples starting to show up. But the seeds had been planted in this industry before that, largely by ITO players and “service bureaus”

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Posted in: Business Process Outsourcing (BPO)Buyers' Sourcing Best PracticesCaptives and Shared Services Strategies

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