HfS Network

Category Archives: Buyers' Sourcing Best Practices

The first industry mandates for the Future of Operations in the Robotic Age

The first industry mandates for the Future of Operations in the Robotic Age

HfS has compiled the first mandates from the inaugural FORA Council session in Chicago

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The State of Automation and AI Study 2017: 400 operations leaders air the real deal

The State of Automation and AI Study 2017: 400 operations leaders air the real deal

HfS unveils the 2017 The State of Automation and AI study:  The C-Suite's Number One Strategic Imperative

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The future is about services, not software

The future is about services, not software

Phil Fersht argues that most software products today have 10-50x the functionality clients need... hence the onus moves to how you work with it, more than which product you use

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Ian Maher... Sourcing Star

Ian Maher... Sourcing Star

Phil Fersht interviews Ian Maher, the automation and outsourcing genius behind the Hanover Insurance Group

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We are all outcome workers, whether we like it or not...

We are all outcome workers, whether we like it or not...

Does anyone care how hard you work, or do they care what you have achieved?

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Can HPE + CSC dominate the digital underbelly, or has that ship sailed?

Digital Underbelly

These two firms need to be slammed together with an urgency and focus not yet seen in our industry

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Robotic Process Automation has now penetrated a third of enterprises. Time to advance the conversation...

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Automation is just part of the story as enterprises look to bring the back office in line with the middle and front - albeit a very important one

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The back office is dead... long live OneOffice

Intelligent OneOffice

We're evolving to an era where there is only "OneOffice" that matters: creating the digital customer experience and an intelligent, single office to enable it

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Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint

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HfS unveils the 2016 HfS Blueprint for Contact Center Operations, authored by Melissa O'Brien

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Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative

Bored BPO Cat

Enterprises need to create business manager roles to energize the Digital Generation

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