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Services firms are out of runway. They must forget Labor Arbitrage and conform to Technology Arbitrage
The fundamental value creation lever in the legacy Labor Arbitrage era has been the centralization of people in a global delivery model. The fundamental value lever in the Technology Arbitrage era is all about architecting and orchestrating the rapidly changing technology ecosystem in line with the client’s business model. It’s past time for the IT and BPO Services industry to jump to a new S-curve driven by Technology Arbitrage if they wish to get back to another season of hockey stick growth.Read More
Ray Kurzweil to Keynote the HFS Spring Summit 2024!
We are thrilled to announce Ray Kurzweil as our first confirmed keynote at the HFS Spring Summit 2024, scheduled to take place from May 8th to May 9th in New York.Read More
Agentic AI without real-time data is useless… IBM now owns the real-time
IBM’s purchase of Confluent is the clearest signal yet that the AI race is no longer about models, it is about data flow. If AI is the engine, Confluent is the gas pump, and IBM just bought the plumbing for real-time, trusted, enterprise-grade data movement, which is the one capability most generative and agentic AI platforms have been lacking.Read More
Cliff riffs on GenAI’s Edison moment…
We recently had the opportunity to sit down with Cliff Justice, KPMG’s US head of Enterprise Innovation, to delve into the transformative power of AI and its implications for individuals and businesses.Read More
HFS launches large language search capability to revolutionize research access
HFS Research, the leading analyst firm focused on the autonomous enterprise, today unveiled the first analyst search capability based on Generative Pre-trained Transformer 4 (GPT-4) to search the HFS Web.Read More
Say CIAO to the CAIO in 36 months
Only appoint a Chief AI Officer if you're committed to giving them COO/CEO-level authority to kill initiatives, force standards, and drive uncomfortable organizational change, and only if you're prepared for the role to disappear within 36 months as AI embeds into every functional leader's responsibility.Read More
Start measuring your AI Velocity Gap before your market measures it for you…
On Sunday, employees live the AI dream: frictionless, instant, empowering. They connect Gmail, Calendar, and OpenTable without asking permission. They fix mistakes, automate workflows, and see instant ROI on everyday tasks.On Monday, they crash into enterprise reality: data silos, email chains, compliance debates, and governance frameworks that exist only in PowerPoint.Your best employees are already AI augmented. Your enterprise is still forming committees.This is your AI Velocity Gap, and it's probably widening every day...Read More
Don’t hide behind AI to trim your belly fat. Start redesigning your workforce
Microsoft, Amazon, Citigroup, UPS, Google, McKinsey, Deloitte, PwC, and many others have all recently laid off staff under the AI smokescreen. The headlines say it is about automation and AI readiness, but that is not the whole story... not even close.Read More
Tech-deprived CPG and retail encroach each other’s territory in search of growth
Prepare for a breakthrough year in the Generative Enterprise—powered by the potential of agentic AI to deliver end-to-end, self-improving, cross-silo processes to achieve business outcomes, the promise of deregulation, and greater access to infrastructure of the Stargate program, and a new wave of LLM innovation exemplified by China’s DeepSeek. Our Generative Enterprise Services Horizons report 2025 identified several trends: how service providers are meeting enterprise needs, effectively training people, what enterprises need more of from their service partners, and what customers and partners have to say about their service experiences.Read More
Can Manish reinvent Accenture to deliver reinvention?
I am personally excited for my good friend Manish Sharma taking on the challenge of bringing together Accenture’s crown jewels of Strategy, Consulting, Song, Technology, and Operations to spearhead its Reinvention Services capability. Today's services playbook is changing radically and all the leading providers have no choice but to practice what they preach and take themselves through painful bottom-up change, where they need to focus on repaying their legacy debts of the last two decades to reinvent their own cultures, break down their silos and create distinct value for their clients. Being a true services-as-software provider necessitates a completely integrated company operating under one mission, one culture, one brand and one united leadership team energized by working together. But if anyone can pull this off, Manish can...Read More
