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Fighting financial crime with GenAI… less Gen-wash and more Genpact please!
Genpact makes a bold step forward to make GenAI real and impactful in fighting financial crimeRead More
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Concentrix doubles down on Webhelp to dominate traditional call center… despite autonomous CX changing the narrative
With Concentrix's mammoth acquisition of Webhelp, has the $125 billion world of call centers really become so dull that the only thing left to talk about is who’s the biggest? Traditional call center services are extremely ripe for disruption, with huge costs to be saved with the smart deployment of autonomous technologies. There are ample opportunities for tech-capable service providers to attack the CX space with digital offerings that are not dependent on voice-based butts-on-seats. So where's the real value in this 'traditional' acquisition for Concentrrix?Read More
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Genpact gets Right to the Point to bring the front and back office together… as OneOffice
We view this as the most exciting acquisition yet by Genpact, as it signifies the direction the firm is taking as a process designer, executor and engineer enabled by supporting digital and AI technology.Read More
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The Life of Brian: Prettying up a baby that’s got a bit ugly
Can Brian Humphries resuscitate Cognizant, or is it too late? Should he crush a culture, or fix what isn't that broken?Read More
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Phil’s 2018 Disruptor Awards!
Phil hands out some 'Disruptor Awards' to 10 people who impacted the world of business operations in 2018Read More
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Tiger burns even brighter as Genpact makes its instinctive move
Phil Fersht interviews Genpact CEO Tiger TyagarajanRead More
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Concentrix gets up close and personal with Teleperformance with its Convergys acquisition
Just a couple of weeks after Teleperformance splashed $1 billion in Intelent we finally see Convergys gobbled upRead More
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You just can’t lose… with Chris Boos. Time for an AI reality check
Phil Fersht talks to arago Founder and CEO Hans-Christian BoosRead More
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There’s no FTE hell with Chris Caldwell
Phil Fersht interviews Concentrix President Chris CaldwellRead More
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HfS data products get a Suvradeep-dive
HfS welcomes Suvradeep Bhattacharjee as Research Director, Market Insights and Data SolutionsRead More