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Which Service Providers will help our healthcare organizations survive, even thrive, post-ACA?
Much as I’d like to, I can’t foresee the actual future of the U.S. Affordable Care Act (ACA) or healthcare policies under President-elect Donald Trump..Read More
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Everything you ever wanted to know about the Energy sector but never dared to ask…
HfS analyst Derk Erbé talks about the energy sector, and the expected effects of creeping automation and Donald TrumpRead More
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HfS strikes HR tech gold with Steve
HR technology veteran Steve Goldberg joins HfS as Research Vice PresidentRead More
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What I Hope to See at the HR Tech Conference in Chicago Next Week
What I Hope to See at the HR Tech Conference in Chicago Next WeekRead More
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Beware men in gray suits: Clients want more senior women, more real client stories and less automation hype
Brand new data from the HfS-Nasscom 2016 BPO study has some revealing dynamics on the role of womenRead More
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Employees are Customers too – Enterprises must channel their “inner” Omnichannel
In a recent podcast about omnichannel, an interesting spin on the topic came up. As posed by my colleague Fred McClimans: “Omnichannel applies to the internal business/partner operations just as much as the consumer side of the market - why isn't this given enough attention? Or is it?”Read More
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Budgets? We don’t need no stinking budgets! Or do we? An interview with Accenture’s Bill Phelps
I recently had the opportunity to sit down with Bill Phelps, Managing Director, Accenture Security, to discuss our report. Bill was one of my co-collaborators in this research effort, and I was curious to get his take on both the survey and its implicatioRead More
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Forget about Omnichannel hype when your Basic Customer Service Sucks
Everyone is talking about how to get to the right strategy for omnichannel customer communications, yet no one really knows what it means.Read More
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10 issues defining the services industry in 2016
The HfS analyst team demands 10 big things the services industry needs to address in 2016Read More
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Automation: Flavor of the month or disease of the decade?
45% of buyside outsourcing relatinship leads see partnering with their provider on automation strategy as their main area to find new valueRead More