Category Archives: Buyers’ Sourcing Best Practices

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


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

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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


Glenn gives us Government-as-a-Service (GaaS)

Glenn Davidson, Managing Director at Accenture Federal Services

Glenn Davidson, at Accenture Federal Svs, discusses with HfS how Government-As-a-Service is shaking up public sector operations


How Robotic Process Automation has become a right dog’s breakfast

Dogs Breakfast RPA

The services industry has gone careening up RPA hype creek, powered by advisor and provider-infused methane


Social intelligence and reputation are the keys to survival in this automating world


Welcome to the socially-intelligent workforce, where your reputation is everything


Hello As-a-Service Economy, goodbye Outsourcing, Part 2

State of Denial

We need to reach that pivot-point where business leaders make real, definition investment actions to change their operations


Good heavens, it’s Liz Evans…

Liz Evans

Phil Fersht interviews Liz Evans, KPMG’s leading practitioner for governance and relationship management

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Hello As-a-Service Economy, goodbye Outsourcing, Part I


HfS defines the Eight Ideals of The As-a-Service Economy and the evolution from legacy outsourcing


HfS unveils the first application testing blueprint report

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HfS unveils the first application testing blueprint report


The lack of ethics in enterprise AI and intelligent automation

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We need to talk more openly about the future governance of artificially intelligent environments


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

John Haworth, Chairman of the HfS Sourcing Executive Council, talks to Phil Fersht about why he joined HfS and the upcoming buyers’ summit in Harvard Square

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Forget the sharing economy, we’re in the uncaring economy

The Sharing Economy

People care mosy about enjoying the outcomes of what they pay for, not the efforts made to achieve those outcomes


Our Dallas working summit really rocked… next up Harvard Square!

Highlights from the recent As-a-Service HfS Working Summit in Dallas, Texas

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Why Design Thinking can save the outsourcing industry

Design Thinking

Without Design Thinking, enterprises are really just retrofitting expensive solutions into legacy processes and likely wasting a whole load of time, resources and money. It all starts with Design Thinking.


Ready for a reality slap around the face with a wet kipper?

The next HfS Service Buyer Working Summit will be held in Harvard Square, Cambridge MA, 1st-2nd December 2015

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Building your personal brand in the As-a-Service Economy

Personal Branding

Building our personal brands is the critical ingredient for furthering our career potential in this unraveling As-a-Service world