Category Archives: Outsourcing Research

HfS unveils the first Robotic Premier League Table

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After all the hype, HfS unveils the first Robotic Premier League Table of service providers delivering robotic automation to their clients

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TCS breaks into the HfS Global IT Services Top 10, with Cognizant poised to follow

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As we predicted last year, TCS has now become the first of the Indian majors to break the IT Services Top 10 for revenues, replacing CGI

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This week on the HfS Podcast: Who made it into the Insurance BPO Winner’s Circle?

On this edition of the HfS Podcast, Mark Reed-Edwards talks with Reetika Joshi, Research Director, BPO & Analytics Strategies at HfS. Reetika recently published the HfS Blueprint Report: Insurance BPO, which evaluated the innovation and execution capabilities of service providers in life and annuities, property and casualty, and other segments. In the podcast, we examine the [...]

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The Indian majors double their market share in just four years – what’s the secret and can they be stopped?

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It may be harder for some of the traditional providers to fight their way back into the services game than the Indian majors to continue their surge

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Moving mountains with Mike, part 1

Mike Salvino is Group Chief Executive, BPO at Accenture (click for bio)

Phil Fersht interviews Accenture’s Group Chief Executive for BPO, Mike Salvino

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Automation killed the gamification star

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Even back in ’79 the world was already beginning to zone in on the power of automation

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BPO will continue to fail miserably… without a mindset to embrace change, develop talent and tech-enable processes

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Our new “Technology in BPO” study reveals that this industry is on the brink of a significant, radical overhaul to its very core value proposition

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Three make Winner’s Circle for Multi-tower HR Outsourcing: NGA, Aon Hewitt and ADP

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HfS announces the first Blueprint Report in HR Outsourcing, with NGA, Aon Hewitt and ADP making the Winner’s Circle

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Automation: it’s about solving business problems, stupid!

Charles Sutherland (pictured left) is Executive Vice President, Research at HfS

We asked HfS’ Charles Sutherland to share his views on what is really happening with process automation and why is shouldn’t be confused with technology automation theories of yesteryear

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Five make Winner’s Circle for Insurance BPO: Accenture, Genpact, EXL, IBM and TCS

Reetika Joshi is HfS Research Director, BPO and Analytics Strategies (click for bio)

For the large insurers, many could go out of business if it wasn’t for the savings and efficiencies generated by maturing BPO delivery model – let’s take a look at the industry’s first meaningful analysis of the innovation and execution capabilities of all the leading service providers

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Getting good at GBS governance: Why heroes don’t scale

Mike Beals is Vice President, Governance Research and Strategy, HfS Research (click for bio)

This governance group has the challenge of managing an increasingly complex environment, with aspirations much loftier than in the past to achieve the right maturity levels to run GBS effectively.

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2014 shared services and outsourcing outlook Part II: Why GBS will not be bullsh*t

Ready for your next provider meeting?

While several folks make valid arguments why GBS may be a pipe-dream for their own organization (or some of their clients’ organizations), we believe they are missing the big picture

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2014 shared services and outsourcing outlook Part I: It’s time for enterprises to stop being really good at irrelevant stuff

Are you feeling relephant?

In 2014, ambitious operations leaders must begin achieve a certain degree of maturity across their operations before they can really address achieving their desired outcomes

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Why so many cost-obsessed CEOs will fail if they ignore their supplier management capabilities

Failing at managing your extended enterprise?  Then click here to course correct

Recessions are good times for business leaders who love to focus on containing costs, however, times of recovery are markedly different

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We are HfS. Yes we are!

As we gather the largest-ever superstar assemblage of sourcing leaders in New York, let’s have a look back at how we got here as an industry

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HfS lands second spot in the Analyst Value Index

Duncan and Ian

Second is good, it’s where you can pose as the alternative to numero uno. It’s like winning the silver medal for table tennis at the Olympics – and not being Chinese…

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The 2013 Enterprise Analytics Services Blueprint is announced: Accenture, Genpact, IBM, Infosys and Wipro make the Winners Circle

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And finally one of the most complex Blueprints is finally final, where we researched across the services lines to ascertain which outsourcing service providers are delivering the goods for enterprise analytics services

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Time to inoculate your firm against early-onset Zombieism… by coming to the Blueprint Sessions 3.0 this December

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When  Zombieism takes its grip on enterprise operations, many fail to realize… until it’s too late.  In fact, many of you reading this may already be exhibiting signs of early-onset Zombieism and immediate inoculation is imperative… But never fear folks, as the forthcoming BluePrint Sessions 3.0 in New York this December are specifically designed to [...]

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Senior managers are almost as disengaged as their subordinates

Christa Degnan Manning is SVP, Workforce and Talent Strategies at HfS (Click for bio)

While we did find higher levels of engagement the higher up the proverbial ladder one goes in an organization, the key take away for us was the difference wasn’t that much.

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Robotistan takes a seat at the BPO Security Council

And Robotistan holds the crucial swing vote...

Last year, we noticed there was a new nation-state “Robotistan” making its presence felt at this august world body and we, at HfS, wondered how significant a player it could become in matters of the BPO and shared services nation states.

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