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Are Global Evaporation Centers next? Your GCC will likely be agentified in 18 months if your board is already questionning its value
We’ve already called out that the next 18 months will witness the dying embers of labour-intensive services. That includes your GCC. If your GCC focuses predominantly on repetitive manual tasks it’s little more than a transaction factory, and it’s the first thing the board will look to automate next. It won’t gradually downsize or pivot, but will likely experience rapid, devastating headcount reductions. Just because the labor costs are lower doesn't negate the fact that these are still costs.Read More
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Say CIAO to the CAIO in 36 months
Only appoint a Chief AI Officer if you're committed to giving them COO/CEO-level authority to kill initiatives, force standards, and drive uncomfortable organizational change, and only if you're prepared for the role to disappear within 36 months as AI embeds into every functional leader's responsibility.Read More
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Agentic AI without real-time data is useless… IBM now owns the real-time
IBM’s purchase of Confluent is the clearest signal yet that the AI race is no longer about models, it is about data flow. If AI is the engine, Confluent is the gas pump, and IBM just bought the plumbing for real-time, trusted, enterprise-grade data movement, which is the one capability most generative and agentic AI platforms have been lacking.Read More
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When your lift-and-shift still stinks: How AI can finally fix the mess you outsourced
Let's be blunt... your outsourcing engagement stinks pretty bad. You’re three years into your five-year deal and you’ve got a low-cost service provider managing your old ways of working, complete with manual approvals, 23-step handoffs, meager 3% annual efficiency improvements, and weekly Excel wars. If your KPI dashboard looks cleaner, that’s only because you’ve spent more on Power BI. But here’s the good news... AI might finally be the disinfectant we’ve been waiting for.Read More
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Start measuring your AI Velocity Gap before your market measures it for you…
On Sunday, employees live the AI dream: frictionless, instant, empowering. They connect Gmail, Calendar, and OpenTable without asking permission. They fix mistakes, automate workflows, and see instant ROI on everyday tasks. On Monday, they crash into enterprise reality: data silos, email chains, compliance debates, and governance frameworks that exist only in PowerPoint. Your best employees are already AI augmented. Your enterprise is still forming committees. This is your AI Velocity Gap, and it's probably widening every day...Read More
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HFS just got Ghosh-ed!
We're thrilled to welcome Achyuta Ghosh to HFS as our new Executive Research Leader for GCCs and BPO, based in Delhi! Let's hear from him directly about his new career with HFS and what to expect from him donning purple...Read More
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Deloitte Dolittle: Stop treating AI like a magic wand
The revelation that Deloitte submitted a government report filled with AI-generated fake references and fabricated court quotes is not just embarrassing - it is a $290,000 lesson in what happens when professional judgment is replaced by blind trust in automation.Read More
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Don’t hide behind AI to trim your belly fat. Start redesigning your workforce
Microsoft, Amazon, Citigroup, UPS, Google, McKinsey, Deloitte, PwC, and many others have all recently laid off staff under the AI smokescreen. The headlines say it is about automation and AI readiness, but that is not the whole story... not even close.Read More
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Why the analyst advisor industry is getting obliterated by AI… and how to save it
The analyst and advisor industries, reliant on IP and research to market their products, are in serious trouble, and many firms will cease to exist in a couple of years. What's really worrying is the recent speed of development with AI platforms, agentic software, and LLMs, which is, quite frankly, making the use of analysts and advisors increasingly irrelevant.Read More
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Tech-deprived CPG and retail encroach each other’s territory in search of growth
Prepare for a breakthrough year in the Generative Enterprise—powered by the potential of agentic AI to deliver end-to-end, self-improving, cross-silo processes to achieve business outcomes, the promise of deregulation, and greater access to infrastructure of the Stargate program, and a new wave of LLM innovation exemplified by China’s DeepSeek. Our Generative Enterprise Services Horizons report 2025 identified several trends: how service providers are meeting enterprise needs, effectively training people, what enterprises need more of from their service partners, and what customers and partners have to say about their service experiences.Read More
