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If there’s something strange with your processes, who ya gonna call? Ghoshbusters…
Anyone close to business services over the last decade would have crossed paths with one little guy with a huge brain: Genpact's Shantanu Ghosh. Read More
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Sourcing Superman of the Source, Barry Matthews
Phil Fersht interviews Source co-founder Barry Matthews about their merger with Alsbridge and his hands-on experiences of Robotic Process AutomationRead More
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Genpact looks for added bite with Tiger
After 14 years, the effervescent Pramod Bhasin, now in his 60th year, is handing the reins to “Tiger” Tyagarajan, the company's current COO, and long-serving member of the leadership teamRead More
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David Poole, Robo Conductor
Phil Fersht talks Robotic Automation and the future of Services with David Poole, Co-Founder and CEO, Symphony VenturesRead More
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If SAP is like “pouring concrete into a company”, isn’t it time to reinvent business processes?
I wanted to introduce a spectacular new personality into the HfS family, Susan Scrupski, a legendary figure in the worlds of disruptive technology and social business - and Fast Company’s “Most Influential Women in Technology” in 2010 - who's embarked on a pivotal new project with us entitled "Business Process Reinvention"Read More
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The undisputed facts about outsourcing, Part 1: Buyers are saving money, but aren’t seeing a whole lot more
Whatever the motives buyers have when they outsource, the first critical metric they must reach is to save the money they were promised at the onset of the engagement. And we have spectacularly good news for the entire outsourcing industry - the cost savings targets are being met - and being met well, with over 95% of current buyers viewing the engagements as effective for reducing their operating costs. However, that's pretty much where the good news tapers off, as the rest of the results are pretty modestRead More
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Cutting to the chase with Capgem’s Chris Stancombe
Did you hear that one about the British geophysicist who became an accountant, ran an African engineering business, has been a COO, CIO and CFO, before winding his way into the sourcing business with Accenture, and subsequently Capgemini, where he helped jump-start their BPO business? Today, Chris Stancombe has worked in BPO for nearly a decade, and now heads Capgemini's Global Finance and Accounting Outsourcing practice.Read More
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Process intelligence unlocks faster and better innovation with GenAI
When enterprises define their GenAI adoption roadmap, they must consider the value process intelligence can deliver if they want the technology to reach its full potential. Celonis Founder Alex Rinke sat down with Phil Fersht to talk about the value of partnerships with the likes of of LLaMA and Hugging Face, so it might get even easier to infuse process intelligence with your Generative AI plans.Read More
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RPA will reach $2.3bn next year and $4.3bn by 2022… as we revise our forecast upwards
RPA (RPA plus RDA) reached $1.7bn in 2018Read More
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The healthcare payor BPO situation in 2011: Will Reform shatter a complacent industry?
Despite the value health care payors provide their customers, payors’ processes are complex, manually intensive, and prone to error. One consumer’s visit to the hospital generates substantial legal paperwork, complex approval processes, coordination of benefits with other insurers, and a blizzard of bills, notices, and follow-up calls that require months to resolve. This post elaborates on the new HfS Research report on the current state of healthcare payor Business Process Outsourcing.Read More