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Automation doesn’t dictate why we do things; It must dictate how we do them
10 years since HFS introduced RPA to the industry, and we’re finally focusing on automation as a value-lever that drives business outcomes. The pandemic has shifted the automation focus from creating efficiencies in the back office to delivering immediate business impact, where talent shortages can be overcome, where digital workflows can operate despite broken supply chains, and where businesses can function effectively in their virtual and hyperconnected ecosystems. Read More
Employees are bored and fearless to move, but see real potential if their leaders realize its no longer 2005
Service provider leaders must get their heads out of the sand and challenge both their clients and their staff to raise the value of their partnerships. The problem ultimately lies with bad leadership, not bad working attitudes. Read More
HFS makes a dash for the Ash… Ashish Chaturvedi joins the analyst dream team
Ashish Chaturvedi is taking on a global Practice Leader role for HFS Research, based out of Bangalore, where he previously worked as a Principal Analyst and Program Lead for sourcing advisor ISG Read More
Goodbye Top Ten and Hello HFS Horizons!
We are unveiling "HFS Horizons" to align the performance of service providers and tech suppliers with the outcomes they help their clients define, the great experiences their clients enjoy, and the synergies their clients are developing across their ecosystem partners to create new sources of value. Read More
Two thirds of BPO customers want to pay for achieving business outcomes… only a third for butts-on-seats
Today's current “effort-based” BPO (BPM) services model is failing, but there is hope that this industry can course-correct its outmoded ways of behaving, with two-thirds of enterprise leaders preferring an outcome-based approach. Read More
Why you may regret going back to the office…
Why you may regret going back to the office... Read More
Today’s work mindset is destroying the very fabric that keeps great companies together
With such a global assault on the stability of our lives, shouldn’t this be a time when we find some solace with our colleagues? Isn’t this a time when our bosses and colleagues are people with whom we can share our concerns and find some comfort in working together? Because the more we distance ourselves from our workplace, the more we are cutting off a valuable place that can help us through these challenging times. Read More
Is it Aiman Ezzat? It most certainly is!
As it approaches its $20bn revenue milestone, it's high time we caught up with Group CEO Aiman Ezzat to understand what's driving this growth since he took the helm over two years ago Read More
Effort, Performance, Purpose: The Three Evolutions of Services
The future of IT and business services must evolve from today's effort-based model to one that drives performance and, ultimately, common purpose between client and supplier. Read More
ERM, EY, IBM, Accenture, and Capgemini tip-top the HFS Sustainability Top 10
I sat down with Josh Matthews, our Practice Leader for sustainability, to dig into the results from this new research. Read More
