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Category: Buyers’ Sourcing Best Practices
How Generative and Agentic AI are Supercharging the OneOffice Data Cycle
We finally have an injection of rocket fuel from Generative and Agentic AI to create intelligent agents that can sense, decide, and act with autonomy... as long as we have our data strategy right. To be a truly autonomous organization, the principles of OneOffice hold truer than ever: workflows executed in real-time between customers and employees that engage partners right across our business ecosystems.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
Are we finally ready to ‘UnBPO’ ourselves?
Firstsource just put BPO on notice. It’s not just talking about transformation—it’s daring the entire industry to burn the old playbook.Read More
Commercial banks seriously need to up their digital game to meet the B2B needs of their customers
HFS conducted a significant deep-dive Horizons Study into the needs of commercial banks and the best IT and business process service providers to support them: HFS Horizons: The Best Service Providers for Commercial Banks, 2025. This report evaluates the capabilities of 22 service providers across the HFS commercial banking value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings.Read More
From Physical to Digital Labor: Will Salesforce’s AgentForce 2.0 replace traditional jobs and outsourcing?
Salesforce’s AgentForce 2.0 signals a new era of digital labor, redefining how enterprises manage productivity, outsourcing, and internal workforce models. By integrating AI-driven Digital Workforce Equivalents (DWEs) into its platform, Salesforce positions itself as a cornerstone of the agentic AI revolution, challenging traditional IT and outsourcing paradigms. We believe this release signals a clear path toward the services industry’s shift toward Services-as-Software.Read More
2030 HFS Services Technology Vision: The Future is Services-as-Software
By 2030, we will be engaging with services primarily through technology, minimizing human intervention and maximizing efficiency. In fact, services will barely even be services anymoreRead More
Global Capability Centers (GCCs)… The direction Indian IT must take to pivot from cost to value
While tech and BPO service providers have grappled with flagging enterprise demand and other market pressures, GCCs have thrived, with HFS estimating 2000 expected to be in full operation in 2025. So, are these GCCs genuinely the new face of Indian IT? And can they sustain their success and lead the Indian charge in global technology services?Read More
GenAI or Die
We've finally reached the point in our careers when we need to learn new and more ingenious ways of doing things. No more papering over the cracks, no more passing the problems onto someone else to fix. YOU are the problem that now needs fixing. Generative AI is your secret weapon. It tears down barriers, fuels innovation, and keeps you ahead of the curve. Adapt or perish – the choice is yours.Read More
Ten reasons why GPT-4o will pour fuel onto the GenAI smoldering platform
Having multimodal capability that brings speech, text, video, and content together into one singular neural network that we can communicate with in real-time and immerse into our day-to-day activities is the game changer we have been unwittingly waiting for...Read More
From People to Tech arbitrage: Can we really survive this Great Services Transition?
We are in the S-Curve evolution from People to Technology Arbitrage, that the Generative Enterprise demands. This is truly the Great Services Transition, where the entire financial construct of services relationships is being reinvented to capitalize on the complex new ecosystem of AI platform players, hyperscalers, data integration products, automation tools, LLM builders, and so on. Enterprises must address their debts in these four areas which have likely collected over the last 30+ years: People debt, Process debt, Data debt and Technical debt.Read More
