Category: Global Business Services

  • Ten reasons why GPT-4o will pour fuel onto the GenAI smoldering platform

    May 19, 2024 |

    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

  • GBS (Global Business Services) is dead. Long live GBS (Generative Business Services)

    March 16, 2024 | ,

    For more than two decades, Global Business Services (GBS), the centralized service delivery model leveraging a mix of internal shared services and/or 3rd party outsourcing, has been a tried and tested modus operandi for large enterprises to save costs, drive process discipline and improve compliance.However, with the rapid advent of real generative AI capability, the current GBS model is dated, fails to deliver much (if any) value beyond cost and efficiency and has struggled to create viable career opportunities for ambitious talent.  Let’s face it, GBS is still stuck squarely in the back office and fails to provide a career track for the best and brightest to pivot their firms into the generative AI era.Read More

  • Are the Big 4 about to get their lunch eaten by GenAI?

    January 29, 2024 | ,

    Up until November 30th, 2022, the Big 4 consultants dined on the ineptitude of large enterprises to move bad processes into the cloud, while the Indian heritage outsourcers fed on the tasty scraps of supplying armies of low-wage talent at scale to keep these hulking institutions somehow functioning. Nothing has disrupted the cozy status quo of big enterprise technology transformations more than GenAI.  It has been a true leveler across the industry where suddenly everyone is operating on a level playing field, trying to convince the world they have a better GenAI story than their competitors. Our industry has been equalized, and a new set of winners are going to emerge...Read More

  • HFS is intrepid… apparently

    January 06, 2024 |

    Leading marketing strategy firm Antics has positioned HFS Research as "Intrepid" in a recent analysis of the leading tech analyst firms. Read More

  • The Truth might just help you win…

    December 25, 2023 |

    In 2024, I will push my team even harder to be brave and speak the truth in this world of bullish*t marketing, relentless hype, blatant lies, and swirl of nonsense.  We have more than doubled HFS since 2019, so there is one lesson to take away from this:  Truth sells!Read More

  • Services firms are out of runway. They must forget Labor Arbitrage and conform to Technology Arbitrage

    December 10, 2023 | ,

    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

  • 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

  • 2023 is the year of ‘The Autonomous Enterprise’ as economics trigger change

    January 21, 2023 |

    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 Six Principles of The Autonomous Enterprise

    An autonomous enterprise is one whose leadership continuously seeks to refine the data it needs in real-time to be successful.  Its governance capability ensures it has the talent, tech infrastructure, automation, and AI to deliver the data that will drive success with minimal manual interventions that impede progress and speed. The ultimate goal of an autonomous enterprise allows us humans to remove ourselves from some parts of the system so that we can make continuous improvements to the ecosystem as a whole.Read More