- Search
Category: Business Process Outsourcing (BPO)
-
IBM doesn’t need to sell more products, it needs to sell the Enterprise AI Harness it built on itself
Value in enterprise AI is migrating from the model layer to the harness around it, and the providers who capture that value will be the ones who can prove they have run the harness on themselves. IBM has done exactly that as Client Zero in its consulting business, moving beyond a platform on which work gets done to changing how work gets done, with AI woven into how decisions are made, how work moves across functions and how outcomes are measured. IBM has the trust, the stack and the moment, but it has to sell beyond the CIO, and at its October Analyst Council, IBM acknowledged this and doubled down on its plans to make that happen.Read More
-
The Services-as-Software™ Framework: Building Sovereign Intelligence in the Age of Rented AI
Services-as-Software™ is the HFS operating framework that enables enterprises to build Sovereign Enterprise Intelligence by capturing and codifying human expertise, then continuously improving it through execution. Our Services-as-Software™ Enterprise Intelligence Model connects leadership intent with business execution through six tightly integrated layers, all guided by a clear strategic objective. Every organization begins with an outcome it is trying to achieve, whether improving customer experience, accelerating product innovation, reducing risk, or transforming operational performance.Read More
-
How Anthropic is devouring IT services
Accenture has 30,000 Claude-trained practitioners. Deloitte rolled out Claude to 470,000 employees while Cognizant deployed it to 350,000 more. Infosys signed its own major Anthropic deal last week, covering regulated industries. That is over one million practitioners already committed to Claude delivery, while most of their competitors are still reviewing governance frameworks and unsure where to place their agentic bets.Read More
-
Stop treating FDE as optional: Your AI Flywheel will not spin without it
Who actually wires AI into your live systems, governs it in production, and makes it keep working when the AI software vendors leave the room? The answer is Forward Deployed Engineering (FDE). If your transformation strategy does not have it, you are building an AI theater, not an AI operating model. Read More
-
Welcome to the last 18 months of labor-intentive services
The defining question for 2026: can services relationships demonstrate Services-as-Software capability and accountability for business results, or are both sides still pretending their effort-based contracts deliver "transformation"? Because those providers and buyers who can't answer that question by mid-2027 will find themselves explaining to boards why their "strategic partnerships" became obsolete. Read More
-
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
-
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
-
Can Manish reinvent Accenture to deliver reinvention?
I am personally excited for my good friend Manish Sharma taking on the challenge of bringing together Accenture’s crown jewels of Strategy, Consulting, Song, Technology, and Operations to spearhead its Reinvention Services capability. Today's services playbook is changing radically and all the leading providers have no choice but to practice what they preach and take themselves through painful bottom-up change, where they need to focus on repaying their legacy debts of the last two decades to reinvent their own cultures, break down their silos and create distinct value for their clients. Being a true services-as-software provider necessitates a completely integrated company operating under one mission, one culture, one brand and one united leadership team energized by working together. But if anyone can pull this off, Manish can...Read More
-
Services-as-Software threatens to kill off BPO specialists as WNS eyes Capgemini as a strategic exit partner
As speculation of a Capgemini takeover of WNS hots up, you have to question the future of BPO specialist firms as the worlds of services and software continue to blend together in a rapidly emerging $1.5 trillion market, which HFS last year termed "Services-as-Software".Read More
-
If you can’t move your people, then move your code — Services-as-Software is the new trade route
If you can’t move your people, then move your code — Services-as-Software is the new trade route with agents supercharging our workforce. Protectionism isn't just disrupting your current vendor relationships—it's fundamentally transforming how services are delivered to your organization. As more governments try to lock down supply chains, labor markets, and data flows, service providers are left with no choice but to accelerate their shift toward Services-as-Software. Read More
