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Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic
The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capabilityRead More
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Time for some Sharma Karma
Phil Fersht sits down with Accenture's Chief Exec of Accenture Operations Manish SharmaRead More
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The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality
OneOffice is the mindset to put real digital transformation into action, and there has never been a burning platform like the Work-From-Anywhere (WFA) revolution to force this changeRead More
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The Umph behind Humph: after 15 months in the Cognizant hotseat, Brian Humphries dives deep on the pace of change, the lessons learned… and much more
Cognizant CEO Brian Humphries moves beyond the business talk and straight to the deep end – the personal, the humble, the lessons learned – and the stakes set firmly in the ground.Read More
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Wipro must appoint a ruthless CEO with teeth to escape its current predicament
When Wipro’s CEO Abid Neemuchwala announced his resignation it was a shock for employees and the industry as a whole... but it was less of a surprise to those who knew him wellRead More
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RPA isn’t having a renaissance, it’s catalyzing broader White Collar automation and AI to top $16bn
RPA has opened the gateway for augmenting White Collar roles, now we're progressing far beyond thatRead More
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Is the Big 3 RPA stranglehold about to be challenged? AntWorks patiently times its move
Phil Fersht and Elena Christopher visiting with the AntWork team for the firms first analyst briefing in the MaldivesRead 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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It’s never too late for Tech Humanist Kate
The final countdown is on for the end-of-year reality check leadership extravaganza. HFS FORA New York is where we measure the genuine pace at which we're Hurtling into the Hyper-Connected Economy.Read More
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SYKES acquires Symphony becoming the first call center provider with significant automation capability
Call center provider SYKES disrupts the BPO industryRead More