Josh Matthews

Josh Matthews is a Practice Leader at HFS, based in Cambridge, UK. Josh leads HFS’s coverage of sustainability and the energy and utilities industries, built on academic and industry expertise across chemical engineering, management, and sustainability. Josh also focuses on supply chain, the TMT (telecom, media, and technology) industry, and the HFS Triple-A Trifecta of automation, analytics, and AI segments. Other subjects of interest and coverage include quantum computing and diversity and inclusion (D&I). Previously, he has covered the internet of things (IoT) and manufacturing.

 

Currently, Josh is completing a substantial enterprise sustainability study, the findings of which he will be presenting at COP26, the UN climate summit, in Glasgow this November.

 

Josh is a former City Councillor in Cambridge, where he held the opposition portfolio for Climate Change, the Environment, and the City Center.

 

Josh graduated from an Engineering and Management master’s program at Cambridge University. His research tackled operational and environmental improvements in industry, and the implementation and management of sustainable initiatives. On behalf of the university, Josh worked on consulting projects at Unilever, as well as SMEs in the tech and marketing spaces.

 

Josh had previously graduated from Loughborough University with a first-class master’s in Chemical Engineering. Over the course of this degree, he worked in the energy industry, and was a visiting researcher at UC Santa Barbara, publishing designs and analysis of low-CO2 hydrogen production in the Chemical Engineering and Technology journal.

Content By Josh Matthews

Point of View

Make automation about technology at your peril

At all levels, enterprise leaders grapple with automation’s opportunities for their processes, customers, and employees. But make this about technology at your peril: Technology is not the problem—it’s about navigating people and process change if an organization has any hope...

Point of View

Empathy, disruption, and curiosity create business and IT collaboration

In the first of many Digi-side Chats at our HFS OneOffice™ Digital Symposium, Phil Fersht, CEO and Chief Analyst at HFS Research, spoke with Anand Birje, Sr. Corporate Vice-President and Head of the Digital Business at HCL Technologies, about leading with...

Point of View

Make sustainability about outcomes and global context

It’s code red, but in climate change and broader sustainability terms, we knew that already. Business and political leaders must rapidly change their approach to sustainability across environmental, social, and governance (ESG) factors: Move away from token actions and policies;...

Point of View

Focus on business outcomes marks HFS Hot Vendors

Whether talking to analysts, customers, or investors, up-and-coming technology and business services providers need a relentless focus on business outcomes - a central theme of the entire HFS Digital Symposium held in June. There’s no template for creating a conversation...

Point of View

Develop a hyper-personalized employee experience

Designing the ideal hybrid working environment post-pandemic will be a mission-critical issue for employers to grapple with in the years to come. Employees’ needs differ drastically based on the individual and their circumstances. Leaders must over-communicate with empathy and design...

Point of View

Break down silos to supercharge EX and CX in tandem

The organizational silos that have inhibited digital transformation initiatives for years didn’t go away during the pandemic, despite the changes it forced businesses to make. These siloes hamper efforts to transform and improve customer experience (CX). To eliminate the silos...

Highlight Report

Sustainability relies on combining partner ecosystems with technology and services

Technologies and services are converging to help enterprises make transitions towards net-zero emissions and the broader UN sustainability goals – but it remains the case that no one can do it alone. Ecosystems and partnerships – combined with these technologies...

Highlight Report

Syniti’s Data Jumpstart shows that data confidence means business confidence

Data concerns keep coming from senior leadership about accuracy, quality, and general trust in data – meaning operations teams across companies are spending far too much time fixing data problems. To improve confidence and the decision-making power of data, platforms...

Point of View

Define your ERP transformation objectives and keep them time-bound

In 2019, Thales acquired Gemalto and formed Thales DIS (Digital Identity and Security). Gemalto’s ERP shift with Infosys from multiple disparate systems to a single Oracle instance was already underway. The goal was to meet its globalization challenges and transform...

Hot Vendor

HFS OneOffice™ Hot Vendors: Q2 2021

The HFS OneOffice™ Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the OneOffice. HFS analysts regularly speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS...

Highlight Report

Move on from manual sustainability: integrate carbon accounting and reporting

Sustainability reporting requirements are tightening globally – but they also vary dramatically. Despite the importance of adhering to reporting regulations, sustainability measuring, monitoring, and reporting remain heavily manual processes that consume far too much of enterprise sustainability teams’ time; to...

Highlight Report

Genpact’s Enquero acquisition helps build data engineering clients sorely need

Genpact is adding hard-to-find data engineering talent to the mix along with a compelling data quality, discovery, and lineage platform, PowerMe. For Genpact, which has historically been strongest in advanced analytics, acquiring Enquero builds upon its foundational data engineering capabilities....

Data Viewpoint

Sustainability has broken into the top of enterprise priority lists

Global 2000 enterprise leaders have outlined that environmental sustainability is breaking into their top priorities. Sustainability, across environmental, social, and governance (ESG) factors, is also a core part of many other priorities like optimizing processes (including energy, water, and resource...

Highlight Report

What UiPath may be best at is listening to customers

UiPath’s latest platform upgrade to version 21.4 highlights four key angles – continuing its quest to be the biggest (not just the loudest) Big 3 RPA vendor. The updates represent a sort of holistic approach to addressing customer needs as...

Data Viewpoint

Tech for sustainability tops the energy industry radar

Over the next 2 years, over 90% of energy enterprises expect sustainability to drive their emerging technology adoption. Our Pulse Survey data for May 2021 also shows broader emerging technology trends in the energy industry: over 80% are implementing or...

Data Viewpoint

AI is set for continued growth in the energy industry

Forty-six percent (46%) of energy enterprise leaders claim to have AI implemented at scale; over 80% have some level of implementation. Over 75% expect their enterprise to increase AI spending over the coming 12-18 months; 45% see a significant increase....

Highlight Report

Atos launches COEs, converges decarbonization technology and services

Atos makes it clear: it wants to be the leading provider when it comes to decarbonization solutions. Seven new centers of excellence (COEs) for decarbonization solutions are opening, with two more on the horizon, continuing to bring together technology, services,...

Point of View

Stop seeing 5G as a future technology in the industrial sector

5G is proliferating across industries. It’s enabling new customer experiences, business models, and the adoption of the most cutting-edge technologies throughout processes. Our recent assessment of leading service providers in the telecom, media, and technology (TMT) industry shows how the...

Industry Primer

HFS Telecom, Media, and Technology (TMT) Industry Primer 2021

A comprehensive view of global Telecom, Media, and Technology (TMT) Industry trends and their impact on IT and business process services and technology change agents. Service providers covered are: Accenture, Atos, Capgemini, Cognizant, CSS Corp, EY, Genpact, HCL, HPE, Infosys,...

Highlight Report

Blue Prism must stay focused on enterprise-scale value

The market messaging of the Big 3 RPA firms is converging – whether it’s under the banner of cloud, enterprise-grade automation, or their products’ usability by developers and business users. Blue Prism has always owned the enterprise-level automation narrative; to...

Highlight Report

HFS Highlight: Automation Anywhere must differentiate its legitimate cloud-nativeness

Automation Anywhere (AAI) doubled down on its ambitious cloud narrative at Imagine 2021 – although no new announcements were made. Its march towards following UiPath in going public continued as a new CFO and COO with prominent IPO and cloud...

Point of View

Master your data to excel in sustainability

Become an ecosystem leader by conquering your data, road-mapping toward sustainability goals, and pulling others along with you. Providers of technology and business services are increasingly developing solutions for the data challenges in making “sustainability transitions”; these same providers are...

Point of View

Sustainability services: HFS Research will map and define the ecosystem

The sustainability services ecosystem is critical for businesses and governments to plan and meet their sustainability goals. Sustainability services providers must play a pivotal role in tackling climate change and addressing all 17 UN Sustainable Development Goals. The ecosystem, however,...

Point of View

Use combinations to power technology adoption in TMT

In our recent TMT (Telecom, Media, and Technology) Service Providers Top 10 2021 report, we surveyed 45 TMT enterprise client leaders. Improving customer experience (CX) and top-line growth were their most prominent strategic objectives, with a desire for new business...

Highlight Report

HFS Highlight: KPMG Climate Accounting Infrastructure expands the sustainability proposition

Service providers are rapidly developing sustainability services and embedding them in their portfolios, but, despite this, the sustainability services ecosystem remains fragmented and undefined. As global sustainability reporting requirements tighten - enterprises will look towards providers who can tie reporting...

Point of View

Capgemini’s Vision to Create Frictionless Enterprise Operations

The business services industry has been overdue for some much-needed changes, and now digital transformation agendas are pushing a pace of change never seen before. The future is here, and there is no time to wait. So how will service...

Highlight Report

HFS Highlight: Infosys’ chance to seize the Sustainability First narrative

Infosys has marked sustainability services for rapid growth: from a growing baseline within Engineering Services, to being a native competency for all Infosys employees In 2019, we published a call for Infosys to turn its corporate social responsibility (CSR) prowess...

Highlight Report

HFS Highlight: Capgemini seeks to shape a cross-industry 5G ecosystem

The Telecom, Media, and Technology (TMT) industry is a springboard: its innovation gives us new technologies, platforms, and combined solutions that proliferate throughout industries beyond TMT. This was one of the key findings in our recent TMT Service Providers Top...

Point of View

TMT enterprises must build a 5G roadmap to grasp the industry’s emerging narrative

All providers we profiled in our recent Telecom, Media, and Technology (TMT) Service Providers Top 10 2021 report presented a strong narrative around 5G, and claim to be investing and deploying solutions 5G is currently deployed in 8% of all...

Data Viewpoint

As the TMT services market grows—enterprises and providers can’t afford to get comfortable in their legacy relationships

HFS has estimated the TMT (telecom, media, and technology) services market to be over $150 billion per year going into 2021 based on our recent Top 10 report covering 13 of the leading service providers in the space. These 13...

Point of View

OneOffice, One World - The pandemic must inspire us to address climate change - which has no vaccination

If there is one lesson we will eventually take from COVID-19, it’s the paranoia that government and business leaders now live with: the constant fear that a crisis like this could ever catch them cold again. This paranoia must spur...

Top 10 Report

HFS TMT (Telecom, Media, and Technology) Service Providers Top 10 2021

The HFS TMT (Telecom, Media, and Technology) Services Providers Top 10 2021 report examines the role service providers play in the TMT industry. We assessed and rated the TMT-specific service capabilities of 13 service providers across a defined series of...

Hot Vendor

HFS OneOffice Hot Vendors Q1 2021

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Highlight Report

HFS Highlight: Atos builds a Nest in Life and Pensions BPO

Atos has a global opportunity in the Life and Pensions (L&P) market. Its recent contract award with UK pension provider Nest is a big deal, especially in the realms of business process outsourcing (BPO). This UK deal could be seen...

Point of View

Make sustainability native: Lessons from digital transformation during COVID-19

Successful business trends follow similar paths from being early adopters’ competitive advantage to becoming native to all surviving businesses. Since the start of the COVID-19 outbreak, there’s been a forced shift to digital—and more recently we’re seeing what digital transformation...

Point of View

Embrace a production mindset to drive AI at scale, utilizing a CoE

Wipro supports National Health Service Scotland to progress toward the institutionalization and large-scale application of AI Innovation that produces real-life business outcomes is central to accelerating an organization’s journey toward the OneOffice—with the aim of connecting the front, middle, and...

Highlight Report

HFS Highlight: TCS embeds sustainability in the benefits of technology

TCS recently launched Clever Energy, enterprise-level energy and emission management system. Part of the need to make sustainability native to businesses. It is often complex to understand energy performance factors and influencers in large organizations as they are diverse in...

Highlight Report

HFS Highlight: Atos and IBM expand the decarbonization solutions ecosystem

IBM and Atos recently partnered to address the business challenges of industries where environmental impact is most commonly of high concern: the manufacturing, energy and utilities (including oil and gas), retail, and transportation sectors. The partnership has a powerful potential...

Highlight Report

HFS Highlight: Google aligns sustainability and cloud benefits

Sustainability, in all its environmental, social, and governance (ESG) forms, is increasingly driving business and IT decision-making—and businesses are setting themselves various targets at varying levels of ambition. Enterprise customers are starting to prioritize sustainability in their technology projects and...

Point of View

Bust these process automation myths for success in 2021

Process automation, especially in its most currently identifiable form of robotic process automation (RPA), has been the poster child for business-led digital transformation over the past few years. However, despite continued adoption, various “myths” about the power of process automation...

Highlight Report

HFS Highlight: Mphasis eyes an early-mover advantage with quantum computing

Mphasis has spotted a gap in the growing quantum computing ecosystem. Many quantum computing systems already exist—and they’re accessible over cloud—but Mphasis wants to be a coordinating player in the ecosystem and provide solutions and services, from consulting through to...

Hot Vendor

HFS Hot Vendors Q4 2020

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Highlight Report

HFS Highlight: Infosys aims to lead the cloud battle with the launch of Cobalt

Accelerated by the pandemic, there is a secular shift in cloud adoption. The emphasis is moving from cost considerations toward value capture and the ability to deliver services end-to-end. Service providers are responding to this by revamping their go-to-market and...

Point of View

Wake up. Technology success is not about the technology

It’s about everything else: Join the “superheroes” of technology adoption by focusing on top-level leadership, talent, and your strategic approach toward technology and data. Based on enterprises’ relative technology adoption maturity and their size and pace of technology investment, four...

Highlight Report

HFS Highlight: Accenture is set to change the sustainability game

Accenture is making sustainability native to everything it does—internally and with its clients—and is redefining how it measures its impact. Enterprise leaders and governments must follow suit.  In the recent past, we’ve called for enterprises and service providers to get ahead of the...

Point of View

Embrace the power of AND for greater emerging technology value

Go piecemeal at your peril. COVID-19 has re-contextualized and accelerated digital transformation initiatives for the majority of enterprises. The pandemic has also redefined priorities, barriers, and mindsets within whatever that pre-pandemic definition of transformation was. Enterprises are finally recognizing digital...

Point of View

The rise of attended automation: how to get it right

Unleash your employees and processes by strategically using attended and unattended automation in tandem When we talk about robotic process automation (RPA) today, we are usually referring to unattended automation: automation that uses predefined business rules to run without human...

Point of View

Automation should be native to your organization to achieve digital nirvana

In HFS’ recent digital roundtable, supported by IBM, a select group of enterprise delegates gathered to discuss automation’s role in achieving digital nirvana. The anchor of our conversation was the recently released report, The five automation “have-to-haves”—you won’t achieve your...

Highlight Report

HFS Highlight: IBM lays down the quantum computing industry roadmap

Focus your quantum conversations on:  1. Road-mapping and future potential   2. The ecosystem   3. Complementing existing technology—not replacing it  4. Business outcomes, as always…  Quantum computing will complement classical computing—not replace it. And like with all emerging technologies, it’s using them in combination that generates the most value: quantum computing will sit alongside any and...

Point of View

Explore seismic shifts in sustainability services for your green recovery

Early in 2020, we predicted that the sustainability services ecosystem would boom—especially in the run-up to COP26, the UN’s flagship climate summit. Then COVID hit, and the early moves from Accenture, EY, KPMG, and others hit a lull. Despite COP26...

Highlight Report

HFS Highlight: Genpact acquires critical e-commerce capability to expand Rightpoint

Genpact has been slowly but steadily building thought leadership and capability around “experience innovation” over the last few years. Genpact’s 2017 acquisition of experience consulting firm TandemSeven was its first big demonstration of an appetite to develop a OneOffice capability,...

Point of View

Discover the expanding AND converging telecom-media-technology (TMT) value chain

HFS Research launches its first-ever Telecommunications, Media, and Technology (TMT) Services Providers Top 10 report, due in Q1 2021. Many of the world’s best-known companies found their fame by occupying sweet spots in the individual telecom, media, and technology (TMT)...

Point of View

Can the empire strike back yet again? IBM has to double down on business outcomes to succeed with its spin-off

IBM’s intention to spin off its Managed Infrastructure Services unit is a bold move. In a nutshell, it will spin out the outsourced infrastructure business of its Global Technology Services (GTS) business unit and dub it “NewCo.” While IBM has...

Highlight Report

HFS Highlight: Find your supply chain’s digital thread to get a control tower that really controls!

Oracle’s cloud-based supply chain management platform, Oracle Cloud SCM, is giving clients the agility they need to respond to pandemic-shocked supply chains.  Now that the world has experienced what a disrupted supply chain looks like, everyone understands what a supply...

Point of View

Imperative 2021: Make automation native to your digital business architecture

In HFS’ second digital roundtable supported by Automation Anywhere (read about the first here), a select group of senior enterprise leaders came together to discuss their automation scale imperatives for 2021 and beyond. The delegates agreed that despite pandemic hardships,...

Highlight Report

HFS Highlight: Atos turns CSR into sustainability services as the market demands a green recovery from COVID-19

At the beginning of 2020, we predicted that sustainability services would begin evolving from a fragmented and undefined market towards a more thriving ecosystem. The behavior of traditional sustainability players like Accenture, EY, KPMG, and others, initially proved us right....

Highlight Report

HFS Highlight: Genpact’s AI-analytics combination in Formula E validates enterprise leaders’ multi-tech wish lists

Business leaders are beginning to obsess over the combination of emerging technologies—and the HFS-defined Triple-A Trifecta (Automation, Smart Analytics, and Artificial Intelligence [AI]) is front of mind for the 600 execs in our latest Enterprise Reboot survey. Sixty-five percent (65%) of these executives believe combined use of technologies is beneficial, and that...

Hot Vendor

HFS Hot Vendors Q3 2020

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOfficeTM. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Highlight Report

HFS Highlight: Concentrix is investing in global WAH at scale for the long term

The pandemic has pushed BPO providers and their clients to embrace a whole new level of flexibility as both its staff and clients have shifted to working at home (WAH) en-masse. But across the globe, a variety of legal, operational,...

Highlight Report

HFS Highlight: IBM looks to ace digital fan experience at the US Open

The little sport we have seen during the pandemic has taken place in eerie empty stadiums. Crowds are slowly returning in some cases – but it’ll be a while before we see 80,000+ attendances. Making up for it in the...

Point of View

Industrialize automation with a process bot factory

Belfius’ and Hexaware’s enterprise-wide approach fuels a journey from RPA to intelligent automation and beyond Why is it so hard to scale and industrialize automation initiatives?   The ugly truth surrounding the first seven years of RPA adoption is that...

Highlight Report

HFS Highlight: Another Monday, another RPA acquisition, another ISV – Hyland shows it’s moving from process streamlining to automating

If you’re not one of the big three RPA software firms (Automation Anywhere, Blue Prism, UiPath) it’s tough to differentiate and justify your existence. That’s not to suggest that RPA software lacks value, but we only need so many firms...

Highlight Report

HFS Highlight: Kryon proves the value of full-cycle automation at its own “Olympics” - who needs Tokyo 2020

I’m not sure that when Bruce Springsteen accepted his Grammy for “Born in the USA” in 1984, he predicted that in 2020 an automation company called Kryon would re-write it as “Full Cycle Automation”, but then again 2020’s been a...

Highlight Report

HFS Highlight: EY expands its partnership with CPG giant P&G to sure-up COVID-affected supply chains

COVID has devastated supply chains. In our August 2020 survey of 400 executives across global 2000 enterprises, supplier availability was cited as the pandemic’s most significant impact.  So, it’s little wonder that businesses are going all-in to regain control, and...

Highlight Report

HFS Highlight: DXC brings automotive innovation to its evolving brand image by acquiring CMORE Automotive

In 2019, two years after DXC Technology was formed by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, it went for the big-ticket acquisition of Luxoft - boosting its end-to-end digital transformation and engineering capabilities...

Point of View

Bolster your digital manufacturing capability through acquisitions—the Accenture way

HFS recently published an article on how acquisitions can be a tool for augmenting capability and delivering Industry 4.0 services. We discussed that Accenture is pursuing a ruthless acquisition strategy to augment its Industry X.0 practice capability. We also published...

Point of View

Improve your decision making through smart data platforms; NTT’s Accelerate SMART provides some best practices in a highly competitive market

The advent of the internet of things (IoT) meant enterprises and public sector authorities were keen to monitor their whole landscape, including assets, people, and processes, and gain insights into the same. The IoT’s continuing expansion now means an increasing...

Highlight Report

HFS Highlight: Atos brings US-based AI and data science capability into its Industry 4.0 toolbox by acquiring Miner & Kasch

Industry 4.0 means a lot of things to a lot of different people. The most consistent and cohesive narrative from our conversations with providers and their industrial clients is that Industry 4.0 is a strategy, roadmap, and mindset; it can...

Point of View

Healthcare ecosystems must rally around proven partners during COVID-19 to prepare for the aftermath, future outbreaks, and wider public health challenges

COVID-19 demands a new level of data gathering and management; most experts agree that contact tracing built on mass testing and vaccination will be the backbone of any exit strategy. While new tracking apps and emerging technologies like blockchain are...

Point of View

Keep blockchain investments real to get beyond a successful but useless POC

Musings from EY’s 2020 Virtual Blockchain Summit   Blockchain promises “creative destruction” through disintermediation, but that is a long-term vision; only 6% of executives we surveyed are leveraging blockchain to remove the need for intermediaries (see Exhibit 1). Enterprise clients...

Point of View

Prepare now for a splurge on Industry 4.0 services after COVID-19

Providers we’re speaking to during the ongoing COVID-19 crisis are united in the view that their clients will press pause on their Industry 4.0 roadmaps—with only the bare minimum adoption of emerging technologies like the internet of things (IoT), augmented...

Point of View

COVID-19 will stall IoT, 5G, and edge spending: Telcos are the exception, and providers must get their feet in the door and build use cases

Three intertwined technologies—the internet of things (IoT), 5G, and edge computing—are all about to see a massive stall in spending, according to fresh HFS Research data from major enterprises dealing with COVID-19 (see Exhibit 1). But some enterprises covered in...

Point of View

Building collaborative partnerships is key to success in the automotive industry

The automotive sector is as complex as it is competitive, dominated by giant companies trying to wrestle market share away from their competitors. One way that leading brands are differentiating is by embedding more technologies into vehicles to bring new...

Point of View

Develop 3D printing services for continuity planning in manufacturing and healthcare supply chains

Our Industry 4.0 Services Top 10 report found service providers’ 3D printing solutions generally lacking maturity. Some were mature, but many were still developing their capability; until now, that wasn’t necessarily a mistake, because the technology is rapidly developing. COVID-19,...

Point of View

Supply chain leaders must address modern slavery to mitigate risk and save millions from forced labor; it starts with visibility

Consumers are increasingly holding businesses accountable for their whole value chains—from emissions and business disruption to the alarming rise of modern slavery. Every year, more than 9 million people enter a modern slavery industry that profits approximately $150 billion, having...

Point of View

Service design and design thinking efforts must recognize every end user; the public sector’s digital struggles are a stark reminder

Project teams, and the leaders who are building them and the surrounding talent pools, must reaffirm whether they’re asking the right questions for service design and design thinking.   Are they really considering the end user, and are they considering...

Point of View

Oil and gas execs: look to these three priorities to deliver value and alleviate uncertainty in the face of COVID-19 and a tumbling oil price

Historically, the oil and gas industry has responded to oil price peaks by spending capital to boost production, while responding to troughs by withdrawing capital and slashing operating costs. Facing COVID-19, a Saudi-Russian price war, and a systemic move away...

Point of View

Don’t ignore sustainability because of COVID-19—it will be a differentiator now more than ever

COVID-19 has brought with it an undeniable need for action and for humanity to be at its best. But many are also worrying about COVID-19’s effect on the world’s capacity for addressing climate change, both in the near- and long-term....

Point of View

Optimize manufacturing processes by finding the “golden batch”—before spending big on digital

Manufacturers must get the basics of process optimization right before going down the investment rabbit hole on emerging technologies such as AI or analytics. As these technologies start to facilitate predictive maintenance, supply chain analytics, and new revenue streams, manufacturing...

Point of View

COVID-19 and a new oil-price crash pile uncertainty onto oil and gas execs: Providers must double-down on their outcome-based approaches for technology and services

Service providers to the oil and gas sector have already been shifting to outcome-based models. The new uncertainty surrounding COVID-19 and the oil-price crash means they must double-down. Historically, uncertainty about investments has been a barrier to adopting emerging technology...

Point of View

Automotive firms must look toward partnerships that meld startup mentality with global scalability—as Accenture makes another big acquisition

The automotive sector is changing: electric cars, autonomous cars, and digital in-car experiences. The industry’s historical precedent of slow development cycles and painful negotiations with suppliers of both products and services, can’t continue. Automotive firms want their partners to act...

Point of View

BFSI firms must update their approach in order to measure and manage climate change risk

The first step for all business leaders looking to futureproof their operations against the climate change risk is engaging with the right partners—across enterprises, academia, policymaking, service providers, education, and civil society—and better-communicating what business metrics and timeframes they care...

Point of View

The BFS sector’s laggards need to stop only seeing uncertainty in sustainable finance—and think about the innovation process

Many investors still make excuses for not moving toward sustainable endeavors, often citing the uncertainty surrounding the technology, policies, and environments required to transform. While some established giants and newcomers in the banking and financial services (BFS) sector, like HSBC...

Point of View

Service providers should be scrambling to digitally transform the Indian cricket market

Service providers digitally transforming a sport is a common press release headline, but the Indian Premier League (IPL) cricket tournament has yet to see any real attention from providers, despite a $7 billion (and growing) annual revenue and a 2.5...

Point of View

Industrial IT projects must plan for providing and maintaining operational technology (OT) expertise

Industrial customers (in manufacturing, energy, utilities, and so on) have been sharing with us the experiences and challenges of their major IT projects and interactions with service providers. was particularly clear on that front) throughout their engagements:   OT expertise...

Point of View

COP26 will bring greater scrutiny on businesses’ sustainability; executives must partner with the experts now

In January 2020, HFS predicted that the sustainability services space would boom in anticipation of the demand leading up to and following a critical COP26, the UN’s next climate summit (Glasgow, November 2020), given the abject failure of COP25 (Madrid,...

Point of View

Concentrix’s marketing solutions meet manufacturing execs’ needs, but they face competing priorities and mature competitors, which all providers must address

As Concentrix pushes its position in the market for manufacturing sales, marketing, and aftermarket services, it will face not only competing executive priorities for cost and customer experience but also many established competitors. Manufacturing providers must ensure that they’re clear...

Point of View

Oil and gas giants: establish trust to get over your data constraints—and drive growth, efficiency, and business model reinvention

Oil and gas (or “energy,” as they’d prefer these days) executives are constrained by inconsistent data quality and an inability to fully utilize their best data. Along with industry-wide fear around sharing data and losing competitive advantage under margin pressures, these constraints weigh heavily on the shoulders of the industry’s leaders, who must take the first step to share their data with...

Point of View

Manufacturers and hospitality giants: use an integrated approach to saving water that also saves energy, emissions, and cost

In climate crisis discussions, water is quickly becoming as relevant as carbon emissions and energy consumption. The 2018 Day Zero crisis in Cape Town—when water simply ran out for the whole city—is a prime example; local industry had “met” its water targets, suggesting those targets were way off the mark in the...

Point of View

Insurance clients need their service providers to step up their IoT partnerships

A range of applications for the internet of things (IoT) in the insurance sector includes developing usage-based pricing models, precise and dynamic risk assessment, and new process efficiencies; crucially, insurance firms’ goals match these applications. Despite this, service providers are...

Point of View

Supply chain managers must embrace traceability; IBM’s double-down proves the tech and knowhow are readily available

IBM has spent a lot of time and money working on traceability in supply chains recently - citing examples that include fully traceable olive oil production, and building more transparent and collaborative connections between farmers, consumers, and the whole value chain. Supply chain managers now have more options on the table to meet the traceability and...

Point of View

Utilities’ customer experience is the digital battleground—legacy firms must prioritize it alongside cost

Utility executives must ensure that customer experience (CX) isn’t just a token “focus”—it’s largely ignored in HFS’ most recent data against a greater desire to cut costs and improve both top and bottom lines. Utility industry firms must engrain its...

Point of View

Big energy consumers must visualize and take control of their usage: smart meters and IoT platforms can make energy demand and production work for you

The rollout of smart energy meters will go a long way to addressing the difficult balance between renewable energy (RE) production and demand, as more and more firms commit to using 100% RE. Simultaneously, enterprises are visualizing and taking control of their energy consumption with more precision on internet of things (IoT) platforms....

Point of View

Cyber ranges: Pick a provider to wargame your cybersecurity—it’s unlikely that doing it in-house is wise

There are plenty of parallels between physical security and cybersecurity, and wargaming is one of them. Cyber ranges—managed cybersecurity testing facilities—are a prime way of trialing, developing, and deploying cyber-defenses.   Cyber ranges act as controlled, interactive, and realistic testing grounds; in combination with...

Point of View

Blockchain exploration efforts: accelerate and reduce costs in partnership with academia

Where talent and infrastructure can be in short supply for enterprises, executives must think outside the box to develop their blockchain solutions while simultaneously driving new efficiencies and cost-savings for their firm. Piloting blockchain initiatives in partnership with academia can...

Point of View

Don’t let a few cool 3D printing use cases make it Industry 4.0’s poison chalice

3D printing lies at the bottom of service providers’ Industry 4.0 technology offerings; there are many challenges left unsolved if it’s going to surpass cool use case videos to be the production process of the future. Providers are showing signs of solving these challenges alongside their manufacturing partners, but manufacturing...

Point of View

Drone adopters must choose between providers’ “mature” offerings and co-developing solutions for the future

  Service providers admit that drone technology is not a mature segment of their offerings (see Exhibit 1). As Industry 4.0 gets ever-closer, alongside defense, monitoring, and mapping applications, drones promise to improve the efficiency of logistics operations and automate...

Point of View

Novartis partners with Microsoft to build AI solutions—showing pharma firms why they must look to partnerships for success

  Pharma’s executives and artificial intelligence (AI) project leaders will undoubtedly have noticed the partnership between Microsoft and Novartis to leverage AI throughout the industry ecosystem and value chain. The competition to realize AI’s potential in pharma is already fierce—modeling disease, drug discovery, and diagnosis—before considering the challenges that the industry’s grappling with: siloed functions and data, cultural barriers, and ongoing operational transformations....

Point of View

Focus your diversity efforts on retention—not just hiring—to avoid losing talent

While companies’ recruitment processes must give diversity a platform, hiring is not the only problem. There’s constant talk around diverse hiring and whether “token hiring” or quotas work or are morally right, but in reality, retention is an equally, if not more critical, challenge for many businesses. Without retention, the effort to make diverse hires is essentially useless. It’s a problem throughout society—from school to the C-suite—where toxic cultures and barriers to progression lead to a wide range of...

Point of View

Industrial execs must embrace disruptive innovation through providers and partners—there isn’t enough time and resource to leave it in house

  Non-traditional disruptors are increasingly dictating the present and future of the industrial sector (encompassing the manufacturing and energy industries). Incumbent executives know this, and they also know that the talent isn’t available at scale—either internally or readily available to...

Point of View

The Decade to Deliver: Service providers must take advantage of CEOs’ drive for sustainability 

Sustainable change must be nothing short of complete business re-engineering. It must happen at an industry level—with enterprises, governments, and all third-party sectors—and not be sidelined into LED lightbulbs and fluffy PR. A recent survey by the UN Global Compact...

Top 10 Report

HFS Top 10 Industry 4.0 Service Providers 2019

What this Top 10 Report covers   HFS Top 10 Industry 4.0 Service Providers 2019 report examines the role service providers play in the evolving Industry 4.0 landscape. We assessed and rated the service capabilities of 21 service providers across...

Point of View

To competitively scale future IoT projects, you must build a baseline 5G capability—before it booms

The internet of things (IoT) has already ingrained itself in businesses, homes, and people’s lives—from the humble smartwatch to advanced industrial sensors. However, one of the IoT’s biggest hurdles remains in existing 4G infrastructure. 4G may sufficiently power your Alexa home assistant, but powering an entire smart city becomes problematic when autonomous vehicles or augmented reality need ultra-low latency to succeed for consumers en masse. If enterprises...

Point of View

HFS' IoT Startup Landscape

  HFS' first-ever startup landscape report looks at the emerging startups and SMEs defining the future and the now of the Internet of Things (IoT) space - in parallel to our IoT Services Top10 and Hot Vendor reports.   We...

Point of View

Industrial IoT cybersecurity rests on integrating digitally native and legacy devices (and people)

  As Industry 4.0 cements itself in enterprise strategies, the industrial sector must come to terms with an Achilles’ heel. The internet of things (IoT) is proving to be a pioneering change agent for industry, and cybersecurity is naturally a...

Point of View

Industrial executives must clarify their ambitions for cognitive and ML technologies

  HFS’ 2019 State of Industry survey results portray total confusion surrounding cognitive technologies and machine learning (ML) in the “industrial” space of manufacturing and energy (including oil and gas):   The C-suite is investing in and paying attention to...

Point of View

Infosys clients must race to exploit their provider’s untapped sustainability prowess

  Infosys, as an enterprise, has been recognized by the UN for its sustainability. Its clients must now push Infosys to translate this internal corporate social responsibility (CSR) prowess and its powerhouse sustainability partnerships into its services—and deliver the same...

Point of View

Cybersecurity is everyone’s problem: Leaders, build up your ecosystems and cover all bases.

  You could produce a bible-length dossier on cybersecurity. Indeed, HFS’ State of Cybersecurity survey in 2018 found that it’s on everyone’s radar, but that there is also a damning lack of skills, too much suspicion, and a race for...

Point of View

Sustainability serves the whole enterprise—providers must be equally holistic in their approach

  We spoke with Justin Keeble, an MD leading the sustainability arm within Accenture Strategy, about the past, present, and future of sustainability services—a still undefined space that is growing rapidly. In Part 1 we discussed the three eras of...

Point of View

Providers must unlock all their capabilities to play in the sustainability services game

  Three eras of sustainability services have brought us to where we are today: corporate social responsibility (CSR), understanding sustainability’s value, and now, business reengineering. We spoke with Justin Keeble, an MD leading the sustainability arm within Accenture Strategy, about...

Point of View

Wipro is redefining how clients navigate digital services: Enterprise leaders must shift mindsets to leverage the firm’s growing capabilities

  One of the major defining characteristics of the IT services market for the past decade has been traditional firms’ ability to reinvent themselves as digital. The challenges are myriad. First, the core IT business isn’t going anywhere; it’s an essential building block of the modern enterprise....

Top 10 Report

HFS Top 10 Internet of Things (IoT) Service Providers 2019

What this Top 10 Report covers   HFS Top 10 Internet of Things (IoT) Service Providers 2019 report examines the role service providers play in the evolving IoT landscape. We assessed and rated the IoT service capabilities of 23 service...

Point of View

Insurers must embrace the IoT predict-and-prevent model and grow profit margins

  The insurance model leaves insurers with the burden of repair and replacement pay-outs—it’s a high-risk industry. Pressure on margins is increasingly making insurance a cut-throat game. Ultimately, some things can’t be helped, such as natural disasters, but as new...

Hot Vendor

The HFS HOT VENDORS Q3 2019

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS Hot Vendors...

Point of View

“Straight to digital” is not doomsday for smart service providers. Genpact just had its best quarter in six years! (Part Two)

  Part 2 of the two-part interview series with Genpact’s CEO and Chief Strategy Officer   The traditional offshoring-driven labor-intensive outsourcing model is finding its bottom (and fast) as enterprises aspire to go “straight to digital.” One service provider that’s...

Point of View

“Straight to digital” is not doomsday for smart service providers. Genpact just had its best quarter in six years!

  Part 1 of the two-part interview series with Genpact’s CEO and Chief Strategy Officer   The traditional offshoring-driven labor-intensive outsourcing model is finding its bottom (and fast) as enterprises aspire to go “straight to digital.” One service provider that’s...

Point of View

Service providers ignoring sustainability are fast becoming laggards

  It’s fair to say the sustainability services space is not mature—if it exists at all. Sustainability consulting prowess lies with the likes of McKinsey, but you’ve got to do some real digging through traditional service providers to find any...

Point of View

(Real) Holograms: If you’re about to miss the boom, here’s what you need to know

  The limits of what 2D technology can achieve by mimicking 3D have been reached, whether it’s 3D TVs, augmented reality (AR) (like the unprecedentedly popular Pokémon Go), or virtual reality (VR) headsets. True 3D display, or “holography,” is about...

Point of View

Service providers to the public sector must fuel local-scale innovation to propel nationwide transformation

  Citizens increasingly expect their local and national authorities to serve them with greater efficiency and accountability. Despite this, public sector digital transformation is still a very nascent space, with “best practice” hard to formulate and instill. If the providers who service the public sector hope to reap the benefits...

Point of View

Partnerships fuel the hyperconnected economy; service providers must be the brokers

Partnerships are all the rage these days. To cross the chasms between businesses, policymakers, academia, and civil society, service providers can be the foundation of cross-party collaboration; their enterprise clients are the most critical stakeholder in pioneering these partnerships. The groups in Exhibit 1 have vastly varying priorities, and to bridge these gaps:    Providers must ensure their enterprise clients understand the business value of partnerships with non-enterprise groups. ...

Point of View

Executives must focus on sustainability, or prepare for a new wave of lawsuits

  Evolving scientific evidence of climate change coupled with changing legal interpretations means that a new wave of lawsuits is washing over enterprises—whether they’re the source of environmental damage or just an indirect partner. The historical culture of outsourcing with closed eyes is disappearing as businesses find that their...

Point of View

Manufacturers must push their providers to focus more on sustainability

Manufacturing is undergoing a sustainable revolution. However, while HFS’ Manufacturing Services Top 10 2019 found that providers have mastered arts like supply chain management or sales and marketing support for manufacturing clients, their sustainability services lag; carbon footprint management, green...

Point of View

Care providers must blend digital and data with user-centric design as the population ages

  As life expectancy grows, so does the demand for social care. Digital, data, and device innovations have the potential to cut overhead costs while simultaneously improving the quality of both care patients’ and workers’ lives. Social care providers in...

Point of View

Take advantage of providers’ end-to-end security offerings to focus on IoT innovation

  The Internet of Things (IoT) is ballooning—predicted to generate up to $11 trillion per year by 2025 As the IoT expands, so does the threat of cyber-attacks, detailed in recent HFS coverage. Baseline standards for the regulation of IoT...

Point of View

The Undercover Analyst: Back by unpopular demand, featuring real analysis!

  We’re moving away from the relentless political satire in recent weeks (Hey, we’re only human!). We recently caught sight of an animated discussion on the future of Facebook’s new cryptocurrency at a local bowling alley.       HFS’...

Point of View

Process industry transformations must find a unique way of being agile

Failing fast is not a luxury that process industries can afford. Intense capital requirements, rigorous quality assurance (QA) processes, to name only 2 challenges, mean that all sectors of the process industry—oil refining, cement, steel, and the rest—are stuck in...

Point of View

UK energy suppliers must decide: Will they play the cost game or focus on customer experience and sustainability?

  HFS’ Industry Blueprint: Utility Operations 2018 report found that executives’ priorities are split two ways. Thirty percent see growing bottom-line profit as the key business priority, while 23% go for customer experience. Sustainability is also causing a strategy headache—The...

Point of View

Avoid IoT project pitfalls and deliver business value from the outset

Providers are rapidly moving toward end-to-end IoT (Internet of Things) solutions, fueled by expanding ecosystems of partnerships. Your IoT strategy must have the same ambition that we’re seeing in the service provider community; it needs to take advantage of the...

Point of View

Leadership teams have a vital role to play in the future of talent—they must take it seriously

    There is an imminent talent crisis facing most enterprises. At one end of their business, teams are facing existential change as large portions of their work are automated away or replaced entirely by digital technologies. At the other...

Point of View

How Blockchain can connect consumers to the supply chain—improving your topline and avoiding public outcry

Catering to consumers who want sustainable products is retail’s megatrend, with two-thirds willing to pay a premium. Retailers are feeling the pressure to jump on the fair trade, organic, and vegan bandwagons, and address serious issues such as modern slavery....

Point of View

Look Beyond Legacy Education To Avoid Falling Foul of Major Talent Shortages

Technology is evolving at a pace that only the most successful enterprises can keep up with (see Exhibits 1 and 2). Enterprises that hope to succeed in the hyperconnected economy cannot wait for traditional education to catch up—they must embrace...

Point of View

Sustainability: it’s time to get your act together or miss out on the value that others are currently realizing

If you continue to ignore the business benefits and social impact of sustainability, your enterprise runs the risk of losing public goodwill, employee morale, and competitive edge in its markets.   Sustainability is not a constraint; as the world demands...

Point of View

How a smart combination of Blockchain and IoT can improve your workplace safety and lower insurance costs

  The average workplace accident costs a US enterprise $20,000, and the most serious fatalities can breach $100 million; whether or not a company is in an inherently dangerous industry, safety is its number one priority.   Acceptance of workplace...

Point of View

Process industries must combine synthetic data with human experience to capture AI value

Process industries are crying out for advanced analytics, yet they stagger behind much of the manufacturing space on the journey toward Industry 4.0. Despite accounting for over 50% of its $35 trillion global output, process production that encompasses oil, steel,...

Point of View

Enterprises can’t afford to be (totally) cynical when it comes to academia

Enterprises are fretting over the talent shortage blocking their path to being a major player in the hyperconnected economy; 45% see a lack of internal talent as a major inhibitor. Despite this, only 14% are taking action, and of those,...

Point of View

Make Sure Your Service Provider Is as Invested in Sustainability as Your Customers

Many conscientious enterprise leadership teams are rapidly upping their sustainability game as their customers start demanding nothing less – traceable goods, ethical practices, low carbon footprints, the list goes on.   To this end, they must choose service providers with...

Point of View

Cybersecurity must be a critical element of your IoT strategy - or suffer potential calamity

It’s now very much in vogue to stick sensors and processors in just about every new device being rolled out—even your shoes aren’t safe.  This ever-expanding use of IoT to deliver solutions means that security teams can no longer ignore...

Point of View

Manufacturers must have effective on-site and hyper-connected approaches if they truly aspire to find their Industry 4.0 nirvana

Manufacturers are facing the ballooning hype of “Industry 4.0”— commonly presented by suppliers and consultants as a top-level mash-up of any semi-applicable technology. As we hurtle into this hyperconnected economy (Exhibit 1), manufacturing must define its own path: one different...

Point of View

Process industries’ digital needs must be treated separately from discrete manufacturing

Process industries make up over 50% of the £35 trillion global manufacturing output, producing fuels, chemicals, cement, metals, paper, plastic, food, and drink, but their attributes differ significantly from general manufacturing or consumer goods. They have been historically lumped together...