Category Archives: Sourcing Change Management

Rohit’s rhetoric

Rohit Kapoor is Vice Chairman and CEO EXL (Click for bio)

EXL CEO Rohit Kapoor talks to HfS’ Phil Fersht about the future of BPO and his own company’s story

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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


Did HfS really just uberize the analyst business?

Click to read the full article over at Influencer Relations

After reading this, people will start to use the term “HfS-ize” instead of uberize


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 […]


Provider, provider on the wall, who’s delivering Trust for Digital?

HfS unveils the first Trust-as-a-Service Blueprint Report assessing service provider capability in the Digital Security Realm


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


Weekend Rant: Let’s cut this bullsh*t and have meaningful conversations again (please)


We have to fix our bullsh*t problem, or this industry will fade into irrelevance


Cognizant, Accenture, EXL, Concentrix, HGS and HP are the top healthcare payer performers


The 2015 Healthcare Payer Operations Blueprint report

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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


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


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


TCS, EXL, Concentrix and Infosys set the As-a-Service pace for Insurance


HfS Unveils the 2015 Insurance-as-a-Service Blueprint

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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


Forget Uberization, we must avoid Subwayfication

The Used-to-be-a-Service Economy

Once you lose touch with your customers’ desired outcomes, do something fast to find them again

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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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Visualizing Vishal’s first year at Infy

Infosys CEO Vishal Sikka talks to HfS on his first year in charge

Interview with Vishal Sikka, CEO and MD, Infosys