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Category: GenAI
Meet Babak, one of agentic’s original inventors
If you’re an enterprise leader staring down ballooning tech debt, rising pressure for AI transformation, and daily new product drops that all scream “innovate now or be left behind,” stop. Take a breath—and read this wide-ranging Q&A between Cognizant CTO Babak Hodjat and HFS Executive Research Leader David Cushman.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
Trump’s tariffs will rattle the foundations of the global IT services industry to its core
The focus of a lot of US business is going to be squarely on cost reduction, and this will have a direct impact on the global IT services industry. This will result in a double whammy hit for the India-dependent service providers and consultancies as US firms will be incentivized to reshore services work back to the US, and also to invest more heavily in AI to reduce reliance on support staff in areas like application development and business services.Read More
Joe Biden to keynote at the HFS Summit
HFS Research, the analyst firm which coined the term “Services-as-Software” has added former president Joe Biden to its stellar line up of speakers, which include CNN’s Fareed Zakaria and Wharton School Professor Ethan Mollick. He will address the impact of AI on the United States under the theme “The Agentic President”.Read More
You must fight your FOBO… your Fear Of Becoming Obsolete!
You can blame your company's culture or your management's cynical approach to cost-cutting as being the key reason behind failed AI experiments, but ultimately, you need to train yourself to be an AI warrior, unafraid of the battles ahead, to stay relevant, creative, collaborative, and completely irreplaceable. You must fight your Fear Of Becoming Obsolete! 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
AI, tariffs and de-globalization could drive services creation in the US
Suddenly, we find ourselves in a world where moving work around the world carries a lot more risk... and cost. The changing nature of the US workforce supports the possibility of services coming to the US as anxious businesses look to get ahead of global risk and uncertainty. Only a fool would ignore the magnitude of what is happening in our geopolitical landscape. 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
2025 is the breakthrough year for Generative Enterprise — and partnering with a capable services partner is critical
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
Services-as-Software presents a $1.5 Trillion Opportunity for both Software and Services firms
Enter Services-as-Software—an AI-first, automated service layer that’s coming to obliterate everything in its path. No more billable hours. No more clunky SaaS. Services-as-Software is not a death knell for service providers and software vendors. It’s the $1.5 trillion opportunity of our lifetime. Read More
