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Category: Digital OneOffice
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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
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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
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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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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
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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
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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
