-
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
-
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
-
Get ready to experience the Chief Experience Officer… meet Abby Godee Copy
HFS Research Leader, Melissa O'Brien got time with Publicis Sapient's new Chief Experience Officer, Abby Godee to shed some real light on what it means to be a CXO in 2022, and her vision for enabling experiences for Publicis Sapient’s employees, customers, and the greater community.Read More
-
Why many tech and business services CEOs are praying for a recession
The IT and business services industry is likely to benefit considerably from a global recession as cost-control takes center stage, in addition to the urgent need from enterprises to migrate securely to the cloud, automate processes and get cleaner, quicker access to data. Read More
-
Time for BPO to redefine itself as Business Data Services?
Enterprises want to buy continuous access to data outcomes and experience great service partnerships to achieve them. That is what BPO is all about and why HFS has termed the phrase 'Business Data Services' to redefine BPO as the post-pandemic era unfolds.Read More
-
We’re already living in OneEcosystem, and if you don’t yet realize it, you may be out of the game
Enterprise innovation is moving beyond the walls of an organization as the “OneEcosystem” emerges.Read More
-
Outsourcing today is about providing your firm oxygen to stay alive, not cost savings
In today’s highly complex, uncertain, and difficult business environment, outsourcing might just save your business.Read More
-
Bill aims to thrill by positioning ServiceNow as the Control Tower for Digi Transformation
McDerm-not taking no for an answer: ServiceNow keeps pushing up the enterprise value chainRead More
-
Celonis separates the wheat from the PAF to open up the Microsoft ecosystem
With SAP squarely in its rearview mirror, Celonis’s PAFNow acquisition allows it to tap an even bigger enterprise technology ecosystem... Microsoft Read More
-
Forget the Great Resignation, we’re in a Great Big Mess. Time to wake up to our new reality…
This completely unnecessary and bloody mess that Russia has created by invading Ukraine will likely have a crippling effect on Ukraine’s emergence as a technology hub and a rippling effect on global technology and business services.Read More