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Category: Digital OneOffice
Services firms are out of runway. They must forget Labor Arbitrage and conform to Technology Arbitrage
The fundamental value creation lever in the legacy Labor Arbitrage era has been the centralization of people in a global delivery model. The fundamental value lever in the Technology Arbitrage era is all about architecting and orchestrating the rapidly changing technology ecosystem in line with the client’s business model. It’s past time for the IT and BPO Services industry to jump to a new S-curve driven by Technology Arbitrage if they wish to get back to another season of hockey stick growth.Read More
Pharmas’ desire to accelerate results is being matched by supplier sophistication…mostly
In the HFS Horizons: Life Sciences Service Providers, 2023 study, we evaluated 29 service providers for their ability to address the cost (Horizon 1), experience (Horizon 2), and health outcomes (Horizon 3) for health consumers globally. Read More
Ray Kurzweil to Keynote the HFS Spring Summit 2024!
We are thrilled to announce Ray Kurzweil as our first confirmed keynote at the HFS Spring Summit 2024, scheduled to take place from May 8th to May 9th in New York.Read More
Accenture, Capgemini, Genpact, IBM, Infosys, TCS—the F&A entourage leading the way to Horizon 3 outcomes
HFS conducted an exhaustive research exercise into 15 of the key service providers in the latest Horizons report on F&A Service Providers, 2023, by diving deep into the capabilities of each and how they have contributed to the changing F&A landscape over the last year. Read More
Are you stuck in a transactional workforce? Only a quarter of firms are going in the right direction with their people
If your colleagues aren't passionate about your brand, barely enjoy working with each other, are struggling to delight your customers, or grow your partnerships, this post-pandemic business climate could well see your business fall away as more adventurous, disruptive, and passionate businesses steal your mindshare and usurp your competitive position. You need to evaluate your own career trajectory and decide whether you have the appetite to be on the winning side in this emerging AI economyRead More
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
2023 is the year of ‘The Autonomous Enterprise’ as economics trigger change
Inflation-driven pressures will likely culminate in a huge wave of job reductions, sparking the demand for autonomous technologies to fill the voidRead More
The OneOffice Data Cycle: Data is your strategy, automation your mindset, AI your autonomy
To be a truly autonomous organization, the principles of OneOffice hold truer than ever: workflows need to execute in real-time between customers and employees - and engage partners in your ecosystem. OneOffice is about understanding and discovering the data you must have to win in your market - right now in real-time - as the market environment keeps changing.Read More
On the first day of Xmas, my PE sent to me… a Process Intelligence firm that Microsoft didn’t want
AA is fighting for relevancy with FortressIQ acquisition – but will enterprise clients lose out in the long run?Read More
Why some service providers are grimly clinging onto the labor-arbitrage model
A new breed of service provider has to emerge, which can disrupt the legacy labor-based modelRead More
