Reetika Fleming

Coverage Areas: Smart analytics, insurance, and finance & accounting
Reetika Fleming leads coverage for smart analytics, insurance, and finance & accounting at HFS Research. She studies the broad use of data and analytics within enterprises, with a research focus on emerging strategies to institutionalize machine learning and other AI techniques. Her research extends into the impact of digital business models, IoT, Smart Analytics, and AI on business process services for insurance specifically, and finance and accounting broadly.
Prior to HFS, Reetika worked in the sourcing research wing of business research and consulting firm ValueNotes. Her responsibilities as Project Manager included research product design and development, managing custom research engagements, developing thought leadership through targeted content and community interaction. She also managed the unit’s web and social media strategy and presence. Reetika has led numerous research projects spanning global technology and business operations, and has led plenary sessions at HFS FORA, SSON, and various other industry events.
Reetika has completed her Masters in Marketing Management with distinction from Aston University, UK, receiving Beta Gamma Sigma honors. Prior to this, she received her Bachelor’s in Business Administration with distinction from Symbiosis International University, India. She lives in the Somerville-Cambridge area with her husband and two cats. You’ll find her crafting, gaming, or reading fantasy series at home, or traveling to world heritage sites to feed her love for old things and global cuisine with friends and family.

Content By Reetika Fleming

Top 10 Reports

HFS Top 10 Process Intelligence Products 2020

What this Top 10 Report covers HFS sees the emerging category of process intelligence as a key change agent technology, bridging the divide of siloed data, analytics, AI, and automation initiatives targeted at improving business operations. The 2020 HFS Top...

Points of View

Confused by process mining vs. discovery? Consider an AND approach with process intelligence

Are you in the market for a process mining product? Or looking to speed up process automation through a process discovery tool? Or trying to build more intelligence and analysis around your BPM tools? Congrats, you’re now wading in the...

Points of View

A Manifesto to Revitalize the BPO Industry

Click to read A Manifesto to Revitalize the BPO Industry

Points of View

Get inspiration on data monetization from Ellie Mae and Persistent’s innovative and client-focused mortgage initiative

HFS expects the US mortgage market to be worth nearly $3 trillion in 2020, the second-largest annual volume in US history. Over 43% of processed mortgages flow through Ellie Mae, a cloud-based mortgage technology company that serves lenders, and is...

Points of View

Leap on new F&A priorities and expectations

Cardinal Health shows how finance is becoming more customer-focused, predictive, and strategic   HFS analysts recently conducted a webinar with senior executives from Genpact and Cardinal Health to explore how finance organizations are reinventing their functions. As leadership teams expect...

Hot Vendors

THE HFS HOT VENDORS REPORT Q2 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 Reports

HFS Highlight: Newly launched Insurance Primer report points to the industry’s precarious balancing act ahead

HFS recently launched our inaugural Industry Primer, focused on the insurance vertical. The Industry Primers offer a comprehensive view of industry trends, including the HFS Industry Health Index, sector-specific business drivers and challenges, enterprise adoption trends for IT and business process...

Highlight Reports

HFS Highlight: Infosys BPM joins the three-comma club, crossing $1B in revenues

That’s Billion with a capital B   Infosys Ltd. recently announced its financial performance for the FY ending March 2020. The top-level results are great - the $35B firm registered growth of 9.8% and operating margins at 21.3%. But what...

Highlight Reports

HFS Highlight: Celonis brings global process mining community together with 18,000 strong at Celosphere Live

“Everyone becomes a process improver.” Those were some of Celonis co-founder and co-CEO Alex Rinke’s key words at the process mining (PM) provider’s flagship event Celosphere Live 2020. Business leaders are beginning to discover the value of both PM technology...

Industry Primers

HFS Insurance Industry Primer 2020

HFS developed Industry Primer reports to compliment our Industry Top 10 reports.   While Industry Top 10 reports cover the leading service providers offering best-in-class, industry-specific services to specific sectors, Industry Primers offer a comprehensive view of industry trends, including...

Highlight Reports

HFS Highlight: Accenture acquires Byte Prophecy to show its clients the KPI impact of their data, analytics and AI capabilities

Accenture acquired Byte Prophecy, an automated insights and big data analytics company based in Ahmedabad, India.  Byte Prophecy offers a platform-based solution, MonitorFirst that provides data visibility, delivers automated insights, and executes optimal planning.    As a part of the acquisition,...

Points of View

Enterprise leaders, consider these factors before choosing your data science and machine learning platforms

Recently, HFS published a Top 10 report on the top data science and machine learning platforms, with insights for enterprise IT leaders to consider when selecting their data science (DS) and machine learning (ML) platforms. Data science and machine learning...

Points of View

Develop transformational Jedis to drive change in your business, says Celonis’ Alex Rinke

  HFS’ Phil Fersht recently sat down with Alex Rinke, the co-CEO of the process-mining unicorn Celonis, to talk through the company’s journey, key client examples, and plans with its new funding. While the field of process mining technology is...

Points of View

Recovering from COVID-19 will involve finally fixing your organization’s data backbone

In a recent HFS study surveying 631 enterprises, smart analytics emerged as a top three spending priority, and AI was among the top five technologies (Exhibit 1). Business leaders must prioritize data and analytics investments toward better customer handling, forecasting...

Top 10 Reports

HFS Top 10 Data Science and Machine Learning Platforms

As we race toward a digitized, hyperconnected, and automated future, the demand for products and services that can support those needs grows. Enter the data science (DS) and machine learning (ML) markets—both dedicated to understanding the science of what patterns...

Points of View

Learn how Accenture’s clients are actively exploring applied intelligence for innovation

During Accenture’s recent Tech Symposium event, it presented its 2020 Tech Vision and gave a platform to its most innovative clients to share best practices from their journeys to digital transformation. HFS observed a distinct theme running through most of...

Hot Vendors

THE HFS HOT VENDORS REPORT Q1 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...

Points of View

Crack your cloud-data integration conundrum with co-innovation

Cloud data ingestion is the bane of every company trying to run large-scale analytics and ML programs. Every global business wants to have data-driven analytics built into the core of their organization. The intent is very clear: our research has...

Points of View

In the most uncertain of times, CFOs must turn to analytics and AI to shine a light on the way forward

CFOs and the finance organization as a whole have always struggled with fully embracing data, analytics, and AI technologies. Despite being the funnel through which enterprises interact with customers and suppliers, our research still shows a lack of preparedness around...

Points of View

Enterprise AI leaders must consider two ways to scale up the low-code AI platform leverage

The most recent HFS surveys (December 2019) on the adoption of AI, analytics, and automation revealed that the biggest challenge enterprise leaders are facing with these Triple-A Trifecta technologies is in achieving scale.     Exhibit 1: Most of the...

Points of View

Focus on fully delivering on your ambitious insurance vision, says industry voice of the customer research

Across property and casualty (P&C), life and annuity (L&A), and reinsurance insurance segments, carriers are seeking new ways to grow profitably and serve customers better through technology and operational transformation. While the promises from their external partners have risen in...

Points of View

Read this process mining 101 primer before your next “operational excellence” meeting

Business operations leaders are constantly on the lookout for ways to improve the running of core enterprise functions. Traditional business intelligence and process mapping tools and process discipline methodologies such as Lean Six Sigma have been the primary approaches over...

Hot Vendors

THE HFS HOT VENDORS Q4 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...

Top 10 Reports

HFS Top 10 Insurance Services 2019

  WHAT THIS TOP TEN REPORT COVERS   The HFS Top 10 Insurance services report examines the role service providers play in the dynamic Insurance industry. We assessed and rated the Insurance-specific service capabilities of 19 service providers across a...

Points of View

In the early days of enterprise AR and VR, look to your peers’ pioneering use cases to set your own strategy

  As HFS outlined in our recent POV on advances in AR and VR technologies, these technologies are rapidly shedding their reputations as consumer-focused gimmicks and are making themselves increasingly indispensable to enterprises of a particular profile. Enterprise-grade AR and VR...

Points of View

Keep an eye on AR, VR, and MR technologies as tech firms turn them from fantasy to reality

  Artificial intelligence (AI) is on the cusp of introducing major efficiencies not only to enterprises’ digital environments but also to their physical environments and operations. Leading the trend are augmented, virtual, and mixed reality (AR, VR, and MR). These technologies used in conjunction...

Points of View

Insurance customers must evaluate SE2 for both innovation and execution with its new investments

  SE2 made a few announcements recently, including the opening of its delivery and innovation centers in India and the launch of its Digital Engage platform. These decisions represent the company’s future as a platform-based services partner for life and annuity (L&A) insurance carriers.   Current and potential SE2 clients must consider...

Hot Vendors

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...

Top 10 Reports

HFS Enterprise AI Services Top 10 Report

What this Top 10 Report covers   This HFS Enterprise AI Services Top 10 Report examines the part service providers are playing in the rapidly growing AI landscape. The report examines 21 service providers across a defined series of innovation,...

Points of View

LTI’s newly acquired virtual analyst “Leni” could power your analytics adoption

Service provider LTI has announced its acquisition of Lymbyc, an artificial intelligence (AI) product firm based in Bengaluru, India. LTI has made significant investments in acquiring niche digital solutions firms over the last few years, such as Pega consulting firm...

Points of View

Insurers must leverage change agents to offer live-time insurance

The insurance industry is ripe for disruption as consumers seek new and innovative ways to insure risk. While for many of the large carriers, basic digitalization is already enough of a headache, for those with a greater appetite for investment...

Hot Vendors

The HFS Hot Vendors Q2 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...

Points of View

Minimize the "soul-crushing" work in Tax Management using AI at scale

AI is Nascent, New, Hard… and Inevitable. The “why” and “what” of AI have largely been defined… now it’s getting to the hard task of “how.” Most enterprises realize that the risk of not investigating and experimenting outweighs the risk...

Points of View

Look to BenefitsPlace as an example of an emerging hyperconnected ecosystem for insurance

HFS’ recent coverage outlines how important it is for insurance carriers to explore new consumer and business ecosystems to serve new customer needs. We found an example of one such ecosystem Benefitfocus, an employer benefits and enrollment platform provider. It’s...

Points of View

How Salesforce’s $15.7B Tableau grab will impact you

Salesforce (SF) has just announced its acquisition of data visualization software champion Tableau. Both firms have been at the vanguard of disruption in their markets, with Salesforce making SaaS work and Tableau rethinking the way company data should be presented...

Points of View

TCS is the “Walmart of IT services,” but it needs to reach beyond its comfort IT clients to truly drive the Business 4.0 vision

  HFS has started describing TCS as the “Walmart of IT services”—the firm can pretty much win any large deal it wants and deliver it effectively. TCS grew impressively at 9% last year to end 2018 at $19 billion in...

Top 10 Reports

HFS Top 10 Google AI Services

Artificial intelligence (AI) may be a buzzword, but it is undoubtedly also cementing itself as a key change agent in the way enterprises do business. Its capacity to derive deep insights from unstructured data, to learn and improve from its...

Points of View

Future-proof your core insurance platforms by preparing for hyperconnected ecosystems

Insurance carriers have remained distanced from their end customers due to the nature of the industry. Connected ecosystems now offer a way for carriers to plug in exactly where their customers need them the most. Insurance CIOs and IT executives...

Points of View

Automators Anonymous: The HFS Intelligent Automation Roundtable vents, commiserates, and shares learnings for the future of IA

After declaring RPA as a gateway drug for intelligent automation (IA), it was only a matter of time before we reached the stage where practitioners felt like they were at an AA meeting. AA standing for Automators Anonymous, that is....

Points of View

Atos must quickly step outside of its comfort zone to use Syntel for competitive leverage

HFS Research attended Atos’ 2019 Global Analyst Summit in Boston, its first update to the global analyst community since its $3.4B acquisition of Syntel in July 2018.   Our previous analysis from the company’s investor update assessed Atos’ immediate plans...

Points of View

Preparing for AI at scale: How an enterprise is using LTI’s Mosaic to raise its ML game

Deploying machine learning at a global scale is a growing challenge for AI adoption Our recent research into machine learning found that enterprises are bullish about AI adoption—expecting machine learning (ML) to influence many business operations in under two years....

Hot Vendors

The HFS Hot Vendors Q1 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 based...

Points of View

Make AI Relevant to Your Business Operations

Know the landscape: AI is a multi-faceted and dynamic market AI is one of the most hyped, yet most valuable, technologies available to enterprises as they look to optimize and future-proof their businesses. Automation, analytics, and AI leaders must take...

Points of View

Don’t assume your analytics partners will still be effective as you embrace smart analytics

Chief data officers, chief analytics officers, and business function leaders are being pressured into getting ahead on new opportunities with “smart analytics.” Our research on 153 enterprise operations leaders (see Exhibit 1) already shows that 60% of firms are on...

Points of View

Memory Networks Part II: AI with memory could be the holy grail of general-purpose intelligence—but is it still a fantasy?

Our recent POV on memory networks illustrated that this technology’s potential to turn today’s highly specialized AI into true general-purpose intelligence is immense. If such general-purpose AI were put in the hands of organizations, it could bring them digital transformation...

Points of View

Memory Networks Part I: Fix your AI’s goldfish memory by putting memory networks on your radar

As we recently discussed, deep learning (DL) is the most sophisticated form of fundamental AI available to enterprises today(see Exhibit 1). Deep learning networks’ multi-layered structure makes it more computationally powerful and capable of performing complex tasks than other forms...

Points of View

AI is Nascent, New, Hard… and Inevitable

  20 enterprise leaders in discussion on AI for business operations - at the Apella in New York     At a recent FORA Roundtable in NYC, produced in association with Genpact and featuring their Chief Digital Officer, Sanjay Srivastava,...

Points of View

Infographic: Analytics Leaders vs. Laggards

Analytics are increasingly part of the "secret sauce" of the enterprise. HFS Research, with support from Infosys BPM, interviewed 262 enterprise decision makers across the Global 2000 about their use of data as a strategic asset. Access the full report...

Points of View

Infographic: Enterprise Analytics Challenges

HFS Research, with support from Infosys BPM, interviewed 262 enterprise decision makers across the Global 2000 about their use of data as a strategic asset. Access the full report here.     The infographic might take a few seconds to load....

Top 10 Reports

HFS Top 10 Microsoft AI Services 2019

Artificial intelligence (AI) may be a buzzword, but is undoubtedly also cementing itself as a key change agent in the way enterprises do business. Its capacity to derive deep insights from unstructured data, to learn and improve from its own...

Hot Vendors

HFS Hot Vendors: Q4 2018

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice (read "Introducing the HFS Hot Vendors"). In the rapidly changing space of digital operations, enterprises realize they cannot be everything...

Points of View

The HFS ML Execution Guide

Building on our survey-based research report, “How to avoid your looming machine learning crisis”, HFS observes a few patterns emerging for how enterprises can get started with ML, how they can deliver value over time and develop more robust capabilities,...

Points of View

Learning from the Birds and the Bees: Start Looking at Swarm AI to Harness the Power of Human Insights and Opinions for Your Enterprise

For several decades, computer scientists and artificial intelligence (AI) specialists have been studying the behavior of social animals and insects to try and export the benefits of such systems beyond the natural world. Since the 1980s, AI specialists have been...

Points of View

Make Digital Twins Be Your Enterprise’s New Best Friend in an IoT World

As connected devices—anything from the computer built into a car or a fitness wearable to a smart gas meter or wind turbine—have become cheaper to manufacture, their use has grown rapidly. Some form of connected device or system is now...

Points of View

Smart Analytics Impacts Your Competitive Edge with Predictive OneOffice Capability

Enterprises need data more than ever. Marketplace success is increasingly dependent on delighting customers, creating disruptive business models, and running smart operations with data and technology. Even as we transition into a data-driven economy, enterprises need analytics to make strategic...

Points of View

Get Ahead of Automated Machine Learning (AutoML) to Accelerate Your AI Roadmap

Being great at data science to keep your business ahead of the competition curve is finally becoming more affordable and less complex to manage as open source technology becomes commonplace.   In this POV, we’ll explore the emergence of Automated...

Points of View

Why a Smart Analytics Strategy Is Critical to Driving Your Digital OneOffice Transformation

Analytics has gone past the point of being a “nice to have” capability and has become a “must have” for any business. It is critical for business leaders to think about getting value from data more deliberately and effectively than...

Points of View

Get Started with the Digital OneOffice: The Yokohama Story

The most successful growth companies and the most valuable brands are technology led with strong digital customer engagement strategies. If your company was born digital, concepts such as virtual infrastructure, product development cycles measured in days not years, real-time data-led...

Points of View

Untangling the Gordian Knot: The HFS Dummies’ Guide to Enterprise AI

AI is one of the most hyped, yet truly most valuable, technologies available to enterprises as they look to optimize and future-proof their businesses. Any form of AI is powered by algorithms, formulaic code that instructs the software how to...

Points of View

Why your firm must embrace Explainable AI to get ahead of the hype and understand the business logic of AI

If AI is to have true business-ready capabilities, it will only succeed if we can design the business logic behind it. That means business leaders who are steeped in business logic need to be front-and-center in the AI design and...

Points of View

Mobility Is Essential to Stay Ahead of Your Insurance Market, but You Must Go Beyond the App

Distribution is the fastest changing facet of property and casualty (P&C) insurance. Digital technologies, in particular, mobility, is creating disintermediation of the traditional insurance distribution model. How can carriers catch up to insurtechs, not just from a technology, but a...

Points of View

The Dos and Don’ts of Machine Learning with Infinia ML’s Robbie Allen

HFS Research discussed the potential, hype, and progress of machine learning (ML) within enterprises in a candid conversation with Robbie Allen, CEO of Infinia ML. Robbie is currently writing a book titled Machine Learning in Practice, which includes his views...

Points of View

Synthetic Data May Hold the Keys to Unlocking Deep Learning Effectiveness

AI capabilities have become critical elements of business success for organizations in any industry—there is exponentially more data than humans can process, so algorithms must do the work. The algorithms must be well-trained and sophisticated, but a massive amount of...

Points of View

Visual Data Labeling Is Crucial To Your Computer Vision Project

Competing in the age of AI means that you’re only as good as your ability to wrangle the new “oil” or “currency”—data. To derive meaning from data for applications, AI solutions rely on a tremendous undertaking in data labeling and...

Points of View

How to Avoid Your Looming Machine Learning Crisis

This research highlights the rising prominence of machine learning (ML) as an enterprise capability, juxtaposed with the surfacing challenges surrounding ML development itself. Technology giants and early adopters have shown us that machine learning can have valuable impacts in many...

Hot Vendors

HFS Hot Vendors: Q2 2018

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice (read "Introducing the HFS Hot Vendors"). In the rapidly changing space of digital operations, enterprises realize they cannot be everything...

Points of View

HfS Industry Health Dashboard: Insurance Operations Services

The HfS health rating for the insurance industry shows the sector as lagging, based on growth metrics in the low single digits. The rating takes into account revenue and profit data, M&A growth for insurance overall and for insurtechs, VC...

Points of View

How Insurance carriers must embrace insurtech to win on customer experience

Traditional insurance carriers have a customer experience (CX) problem. The industry faces a multitude of challenges, central among them being the fact that customers don’t feel connected to their carriers, have low brand loyalty, and in, effect, have created a...

Top 10 Reports

HfS Industry Blueprint: Insurance Operations Services 2018

WHAT THIS BLUEPRINT REPORT COVERS This Insurance Operations Services Blueprint 2018 examines the state of the insurance industry and investigates the service provider landscape in terms of how they are supporting and enabling the digital transformation of insurance firms. We...

Points of View

Triple-A Trifecta pioneer Corning takes aim at data-driven RPA

In 2018, the global technology services and business operations industry continues its obsession with all things automation. HfS’ research agenda in this area is informed by what we call the HfS Triple-A Trifecta (see Exhibit 1), where value can be...

Top 10 Reports

HfS Blueprint Report: Smart Analytics

WHAT THIS BLUEPRINT REPORT COVERS The HfS Blueprint: Smart Analytics is a periodically refreshed analysis of the enterprise analytics services capabilities of key service providers, with an emphasis on the smart analytics sub-set of the HfS Triple-A Trifecta of intelligent...

Points of View

More de-Vishalization for Infosys! But… does this benefit its clients?

When Infosys changes direction, it really does change direction! It’s been barely three years since we saw Vishal Sikka take the company down a hybrid “products plus services approach”. Now the new CEO, Salil Parekh, seems to be looking for...

Points of View

HfS FORA New York: are we just kicking the can of job elimination down the road?

The HfS FORA event in New York focused on actions enterprises must take to understand the importance of these change-agents and emerging technologies, and how to apply them to their businesses effectively. It also explored the pace of change: how...

Hot Vendors

HfS Hot Vendors: Q1 2018

The HfS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice (read "Introducing the HfS Hot Vendors"). In the rapidly changing space of digital operations, enterprises realize they cannot be everything...

Points of View

Insurance Customers Demand Intelligent Automation

HfS conducted a first-of-its-kind research study involving 400 senior IT and operations executives from enterprise customers to drive a fact-based discussion on the impact and maturity of automation and Artificial Intelligence (AI) on business operations. From the study, HfS with...

Points of View

Generali Case Study: Every Insurer Needs a Solid Foundation for Digital

Each modern enterprise has a distinct set of challenges that inhibit their ability to embrace digital transformation. For the insurance industry, the myriad challenges stretch from changing customer expectations to legacy operating models that rely on traditional communication channels. However,...

Points of View

Industry Impact—The Insurance Operations Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Points of View

Did TCS Discover a Time Portal Back into the Days of Mega-Deals?

The last few weeks have been dizzying for TCS, with headline announcements to make the entire technology services industry sit up and take notice. First, in December, it announced the biggest industry deal ever—a $2.25 billion outsourcing contract with its...

Points of View

Can Genpact Pivot from Operations Execution to Digital Innovation?

Like so many of its peers in the business services industry, Genpact has undertaken a brand refresh, complete with new logo and “Transformation Happens Here” mantra. If one thing is resoundingly clear from Genpact leadership, it is the acknowledgement that...

Points of View

2018 Poised To Be the Tipping Point for Enterprise Mobility in Insurance

Insurance carriers have continued to focus on diversifying channel strategies to reach and engage with customers in the last few years. Mobility is increasingly becoming an intrinsic part of most carriers’ channel strategy, especially as customers now benchmark consumer expectations...

Points of View

Growth Beats Cost-Cutting As Insurance Stares at Disintermediation

Voice of the Customer: Insights from the Insurance As-a-Service Blueprint Research   The insurance industry faced one of its toughest years yet in 2017. On the back of continued regulatory pressure and volatility, insurers experienced the harsh impacts of industry...

Points of View

Concentrix’s Tigerspike Acquisition Adds Digital Design

“Improving people’s lives through technology.”   This is not typically a phrase you would associate with Concentrix. This mantra is now part of the service provider, however, as Concentrix acquired the company Tigerspike, which was founded on this phrase 14...

Points of View

Cultivating Business Outcomes In BFSI: The EXL Evolution

In late October, HfS Research attended a duo of Analyst Days hosted by EXL in their relatively new Digital Experience Center (DEC) in Jersey City, NJ. The stated mission of the Digital Experience Center is to serve as a collaborative...

Points of View

Jobs of the Future: The Great Human Middleware Opportunity

Discussions around Robotic Process Automation (RPA), Artificial Intelligence (AI), and a rise in the populace of virtual workers almost always correspond with the discussions regarding the loss of jobs and shrinking opportunities for humans. We analyzed the likely scenario in...

Top 10 Reports

HfS Blueprint: Insurance As-a-Service 2017

MARKET DYNAMICSIn the insurance market, we see the emphasis shifting to favor service providers with more innovative capabilities, such as the use of digital technologies including automation, analytics, mobility, and cloud, within core insurance operations. Moreover, the quality and availability...

Points of View

The Raw Truth About RPA

The market for robotic process automation (RPA) and Intelligent Automation continues to be obfuscated by smoke and mirrors. If you listen to our friends at Gartner, satisfaction levels are allegedly at an unprecedented 96% while our own data rather suggest...

Points of View

The State of Automation & AI: The C-Suite’s Number One Strategic Imperative

HfS conducted the first-of-its-kind research involving 400 senior IT and operations executives from enterprise customers to drive a fact-based discussion on the impact and maturity of automation and Artificial Intelligence (AI) on business operations.   Four-fifths of the C-Suite are...

Points of View

Why are enterprises still clueless about unstructured data?

Technology is now changing much faster than an organization’s ability to adapt to it. For example, digital technology is creating anomalies in data that we have yet to fully learn how to identify and use. This is evidenced in our...

Points of View

RPA Enables AstraZeneca To Deliver Rapid Business Insights

We often hear the question of “where to start” or “what’s a solid use case” for RPA. One place common across all organizations and industries is in reporting. For reports, a lot of data has to be collected from multiple...

Points of View

RPA Fundamentals With HSBC Practitioner, Brian Halpin

In all the current spin around the use (or not) of robotic process automation, a practitioner's voice came through clearly recently with real-life experience and learnings. Brian Halpin, Head of Automation at HSBC, joined HfS Research’s webinar: Achieving Intelligent Automation...

Points of View

Entering The Age Of Insurance Policy Administration As-a-Service

As an industry, we’ve been writing and talking about legacy technology constraints and challenges for several years in insurance. Carriers have been well aware of the impending expiry dates for their aging platforms, with so many still using systems today...

Points of View

Insurance Viewpoint: Use the Power of “AND” to Transform Operations

Last week, we connected with two CIOs and a sourcing head working with specialty and Fortune 500 insurance carriers as a part of our various insurance research projects. Often we find the bellwether of market trends in patterns and themes,...

Points of View

Blockchain Basics: Q&A For Services Buyers

If you want to know what blockchain is and how it could be relevant to your business, this is the time to dive in and explore it. Blockchain’s particularly relevant to interactions and relationships that could be more impactful on...

Points of View

Infosys looks to AI to reenergize its business value to clients

If you are a current or potential client of Infosys -- or wondering how automation and AI are being considered and incorporated into enterprises today -- here's a view of the Infosys approach to it including use cases and a...

Top 10 Reports

HfS Emerging Market Guide: IBM Watson Services

  WHAT THIS BLUEPRINT REPORT COVERS What makes IBM Watson both interesting and important is that IBM is one of the few companies that is trying to figure out how to get cognitive systems into enterprises – legacy environments and...

Points of View

Accelerating Time-To-Value In Your Big Data Mosaic

Every business leader wants to see results and business value from their analytics investments. However, ROI on big data projects is rarely immediate, with the level of effort typically taken in initially developing data infrastructures, talent, and analytical tools and...

Points of View

Why You Need To Care About IBM Watson’s Ecosystem

The emerging IBM Watson Services ecosystem is complex. Every enterprise that wants to get started with AI has/is/will consider Watson due to its sheer reach and range of cognitive capabilities and its API network. The early implementations out there today...

Top 10 Reports

HfS Blueprint Report: Capital Markets Operations

WHAT THIS BLUEPRINT REPORT COVERS The 2017 Capital Markets Operations Blueprint presents a comparative analysis of the innovation and execution capabilities of key service providers in this market. The scope of services within this Blueprint broadly includes front, middle and...

Points of View

In 2017, Will Banks Break the Siloes to Better Serve Customers?

For banks to remain competitive in the current climate, they will need to embrace a “customer first” strategy, with better customer experiences at the forefront. We outline some trends that will define the progress in 2017 – for banks as...

Points of View

Journey to Intelligent Operations in Banking

It’s not easy being a bank in the 21st century. Few industries have faced such a seemingly endless stream of challenges – economic downturns, intense regulatory shifts, the banking crisis and now digital disruption, all taking place over the past...

Points of View

Journey To Intelligent Operations In Insurance

Insurance carriers today have a broad spread of operations support being run across MGAs, agencies, outsourced and offshored service operations, in-house shared service centers and distributed offices. Insurance carriers need to find a bridge between the radical "digital" experiments happening...

Top 10 Reports

HfS Blueprint Report: Mortgage As-a-Service 2016

​The Mortgage As-a-Service Blueprint for 2016 is an analysis of the business process services and outsourcing market for mortgage. This Blueprint builds on the Mortgage BPO Blueprint report we published in 2014, reviewing in more detail the market and service...

Points of View

Customers Want Self-Service Their Way—Will HGS’ DigiCX Deliver?

HGS wants to make it easier and more pleasant for customers to get the right answer fast—by making self-service a more fluid experience across channels. In a recent demo for the launch of DigiCX, HGS introduced a strategy for helping...

Points of View

Bringing Collaboration and Innovation to Public/Private Partnerships

The British Columbia Ministry of Finance (the Ministry) plays a critical role in the financial and economic infrastructure within the Canadian province by establishing, implementing and reviewing the government’s economic, fiscal, financial management and taxation policies. The Ministry is responsible...

Points of View

Vision 2020 For Intelligent Operations: Making the Digital Customer Real

Using recent research from HfS into the "Intelligent OneOffice" as the starting point, the Vision 2020 San Francisco Summit explored how digital and automation will drive the move to OneOffice and the As-a-Service Economy. The HfS team unveiled data from...

Points of View

Tech Mahindra Becomes the New T in TWITCH

Welcome to the TWITCH family, Tech Mahindra! Tech Mahindra has quietly accelerated to a formidable position in the IT services industry, to add another T to the WITCH[1] acronym of leading India-heritage service providers. This is a company with deep engineering...

Points of View

How Will NIIT Technologies Move from Survive to Thrive?

During its recent Industry Analyst and Advisor Day, NIIT Technologies dove into the theme of helping clients leverage digital transformation agendas to move from “survive to thrive.” What we see of NIIT is the application of this same thinking to...

Points of View

India Bets on Future as an Innovation Hub

One look at the national newspapers and you'll see signs of India's booming tech startup scene continuing its breakneck journey—new additions, funding and market expansions. While some majors like ecommerce giant Flipkart are taking heat over growth challenges, the trend...

Points of View

Is Finance Finally Ready To Write Off Legacy And Move To BPaaS?

Grappling with change has always been hard for the finance function and "legacy" has plagued finance and accounting operations for many years now. Major enterprises have started to realize the potential for step change in operational performance with the advent...

Points of View

Genpact Is “Creating Talent” for BFS Analytics Services

The much-discussed global talent shortage for analytics skills can be observed quite evidently in the banking and financial services industry. The sector continues to undergo more regulatory change and reform, coupled with greater scrutiny from major financial regulatory bodies. The...

Points of View

Finance in the Digital Age

Digital technologies are changing the way we interact, operate and compete. With advancements in analytics and big data, automation, mobility, and cloud/Software-as-a-Service (SaaS), this onset of digital is having a visible impact on many enterprises' business models and customer behavior. As...

Points of View

Infosys Confluence Spotlights Delights that Need Cohesion

The San Francisco Infosys Confluence Summit for Infosys services clients, selected sourcing advisors, and industry analysts, has taken on a cultish culture, vaguely reminiscent of Salesforce’s Dreamforce, but for a global services firm with a strong flavor of software at...

Points of View

Are Service Providers and Advisors Doing Enough to get Digital into F&A Processes?

Finance and accounting outsourcing is a prime candidate in the industry for a “reimagining.” It’s time to get to the next generation of services evolution—As-a-Service delivery. F&A services buyers that are evaluating new agreements, renegotiating old ones, or expanding their...

Points of View

Real-Time Data Analysis at the Point of Care in the ICU

Clinicians in the intensive care unit (ICU) often work with critically ill patients in a limited space, and need to make quick decisions at that point of care. The environment includes an increasing number of monitoring and life support devices...

Top 10 Reports

HfS Blueprint Report: BFS Analytics Services

HfS Research is launching our inaugural Analytics Services Blueprint for the banking and financial services industry vertical, presenting a comparative analysis of the innovation and execution capabilities of service providers in this market. The service providers in scope are multi-national,...

Points of View

Client Centricity Must Dominate NTT DATA Acquisition of Dell Services

The HfS Research team looks at the newly announced but much speculated on acquisition of Dell Services by NTT DATA. In this POV, the team looks at the positive aspects of the deal for both service providers in a new merged...

Points of View

WNS Acquires Pharma Research Talent and Tools

With the high cost of bringing a new drug to market, pharmaceutical companies need to zero in quickly on which drugs show the best potential for medical results and growth. Therefore, companies are increasingly making the effort to identify these...

Points of View

2020 Forecast for IT and Business Services in Banking and Financial Services

Growth in services spend by the banking industry is being driven by the shift to As-a-service economy. Whilst the past 2-3 year we have seen the “traditional”, outsourcing and professional services markets growing either very slowly or declining. With the...

Points of View

Why Don’t Banks Have Their Analytics Figured Out?

The banking and financial services (BFS) industry has typically been thought of as one of the most advanced users of data and analytics. BFS companies were early adopters of data-driven models to do risk modeling and portfolio management, and made...

Points of View

It’s Not Just the Data: Truven Adds Talent to IBM Watson Health

Truven Health Analytics, the latest in a series of healthcare and life sciences industry acquisitions at IBM brings in an incredible amount of data—operational and financial data from over 750 hospitals, 30 million individuals’ data from health information exchanges and...

Points of View

Simplification Drives As-a-Service in Life Insurance

Simplification is at the core of the As-a-Service construct—an operational and technical state for flexibility and scalability that can quickly respond to market movements and business needs. The biggest challenge that insurance carriers face in reaching this state is writing...

Points of View

Xerox Aims to Get Fit With a Split

Xerox has announced its intention to split into two separate, independent public companies—continuing a trend of separation and divestment that HfS has seen across the IT and business services world in recent times. In short, several service providers are seeking to...

Points of View

Analyze Re Pushes Actionable and Accessible Data To De-Risk Reinsurance

Reinsurance decision-making for risk pricing and portfolio optimization has traditionally relied on the ‘gut intuition’, relationships and experience of the underwriting team, with executive committees’ strategic objectives loosely guiding the scope of business. These enterprises can no longer afford to...

Points of View

IBM Buys IRIS Analytics To See Into The Future of Fraud

IBM has just announced the acquisition of German analytics firm, IRIS Analytics. Analytics acquisitions aren’t new for IBM of course; it has invested an estimated $17B+ in analytics alone in recent years. Big data and analytics, along with cloud and...

Supplier Assessments

WNS Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on WNS covering 9 different HfS Blueprints from 2014 to 2015. Included here are: Utilities BPO (High Performer), Insurance As-a-Service (Winner's Circle), Procurement As-a-Service, Enterprise Analytics (High Performer), Progressive F&A...

Supplier Assessments

Xerox Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Xerox covering 8 different HfS Blueprints from 2014 and 2015. Included here are: Health Payer Operations (High Performer), Insurance As-a-Service, Enterprise Analytics (High Performer), Progressive F&A (High Performer), Retail...

Supplier Assessments

Sutherland Global Services Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Sutherland Global Services covering 6 different HfS Blueprints from 2014 and 2015. Included here are: Health Payer Operations (High Perrformer), Insurance As-a-Service (High Performer), Population Health and Care Management...

Supplier Assessments

Tech Mahindra Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Tech Mahindra covering 13 different HfS Blueprints from 2014 and 2015. Included here are: Software Product Engineering (High Performer), Salesforce Services, Trust As-a-Service, IoT Services (Winner's Circle), Application Testing...

Supplier Assessments

HP Enterprise Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on HP Enterprise Services covering 8 different HfS Blueprints from 2014 and 2015. Included here are: Trust As-a-Service (Winner's Circle), Health Payer Operations (Winner's Circle), Application Testing (Winner's Circle), Workday...

Supplier Assessments

Dell Services Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Dell Services covering 8 different HfS Blueprints from 2014 to 2015. Included here are: Salesforce Services, Trust As-a-Service (High Performer), IoT Services (High Performer), Health Payer Operations (High Performer),...

Supplier Assessments

EXL Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on EXL covering 8 different HfS Blueprints from 2014 to 2015. Included here are: Utilities BPO (Winner's Circle), Health Payer Operatons (Winner's Circle), Insurance As-a-Service (Winner's Circle), Population Health and...

Supplier Assessments

IBM Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on IBM covering 11 different HfS Blueprints from 2014 and 2015. Included here are: Salesforce Services, Trust As-a-Service (Winner's Circle), IoT Services (Winner's Circle), Application Testing (Winner's Circle), Procurement As...

Points of View

Size Still Matters—Will Virtusa Make a Success of the Polaris Acquisition?

Going into 2016, the IT and business services market is rife with targeted acquisitions from ambitious providers seeking to sharpen their capabilities to be competitive in the emerging As-a-Service Economy (see our research). The ability to create value for clients,...

Supplier Assessments

Genpact Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Genpact covering 10 different HfS Blueprints from 2014 to 2015. Included here are: IoT Services (High Performer), Health Payer Operations (High Performer), Insurance As-a-Service (Winner's Circle), Engineering Services (High Performer),...

Supplier Assessments

HCL Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on HCL covering 10 different HfS Blueprints from 2014 to 2015. Included here are: Software Product Engineering  (Winner's Circle), Trust As-a-Service, Health Payer Operations (High Performer), Application Testing (High Performer),...

Points of View

Evalueserve Walks the “Last Mile” with Clients in Research-As-a-Service

As the research and analytics (R&A) industry changes, 13-year-old service provider Evalueserve is not standing still. Realizing that it is no longer enough to have a responsive service for producing corporate profiles, custom reports, and research projects, Evalueserve, is making...

Supplier Assessments

Accenture Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Accenture covering 18 different HfS Blueprints from 2014 to 2015. Included here are: Utilities BPO (Winner's Circle), Salesforce Services (Winner's Circle), Trust As-a-Service (Winner's Circle), IoT Services (Winner's Circle),...

Supplier Assessments

TCS Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on TCS covering 14 different HfS Blueprints from 2014 and 2015. Included here are: Utilities BPO (Winner's Circle), Software Product Engineering (Winner's Circle), IOT Services (Winner's Circle), Insurance As-a-Service (Winner's...

Supplier Assessments

Infosys Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Infosys covering 15 different HfS Blueprints from 2014 and 2015. Included here are: IOT Services (Winner's Circle), Health Payer Operations, Insurance As-a-Service (Winner's Circle), Application Testing (Winner's Circle), Engineering Services...

Supplier Assessments

Cognizant Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Cognizant covering 16 different HfS Blueprints from 2014 and 2015. Included here are: Software Product Engineering (Winner's Circle), Salesforce Services (High Performer), Trust As-a-Service (High Performer), IOT Services (Winner's...

Supplier Assessments

Wipro Blueprint Results 2014-2015

HfS has collected in one report the individual profile pages on Wipro covering 16 different HfS Blueprints from 2014 to 2015. Included here are: Salesforce Services (High Performer), Trust As-a-Service (Winner's Circle), Health Payer Operations (High Peformer), Insurance As-a-Service (High...

Top 10 Reports

HfS Blueprint Report: Utilities BPO 2015

The HfS 2015 Utilities BPO Blueprint is the first application of the HfS Blueprint methodology in the utilities BPO market. Along with traditional BPO services, this report also highlights the use of As-a-Service platforms and commercial models as well as...

Points of View

10 Insights From Harvard Shaping Intelligent Operations

At the start of December 2015, HfS brought together a cross-section of the leading talent from both sides of the outsourcing community together in Harvard Square to discuss and debate the state of the industry.  From these two days, 10...

Points of View

Can Utilities Energize Their Operations with More Customer Centricity?

Consumer-facing industries have been acutely aware of changing customer preferences, consumerization and their growing impact on businesses. In the last five years, these companies have realized the need to engage with consumers in more personalized, contextual and convenient ways—from the...

Points of View

Is TCS’ "Default" Becoming "Digital" for Business Processes?

That’s the question HfS analysts considered during the recent TCS North America analyst day event in Boston. It started with Ananth Krishnan, Vice President & CTO at TCS, who, during his opening keynote, "Default Is Digital," painted a picture of...

Points of View

Race to As-a-Service For Banking KYC

The banking and financial services industry has had a recurring issue brought to its notice for the last 3 years – the gaps in anti-money laundering (AML) standards, know your customer (KYC) processes and other regulatory requirements. The market has...

Points of View

From Reports to Outcome: Crossing the Chasm with Actionable Insight

At HfS Research, we often see that the best analytics technologies and the brightest minds can only make a difference in an enterprise if they are channeled within the context of finding and solving the right business problem. What also...

Points of View

As-a-Service: The New Dawn for Utilities

Changing technology landscapes, growing competition and demanding end users are forcing utilities companies to make significant capital expenditures to provide next generation products and services. Stringent industry regulation prevents utilities from recovering these expenses by automatically passing them on to...

Points of View

Wanted: Insurance Carriers to Lead the Charge on As-a-Service

Insurance carriers are torn between two opposing industry factors today: 1.     The need to get greater speed to market vs. 2.     Historically being intensely risk-averse Customers have increasing expectations for fast and personalized customer service. Insurance carriers feel the corresponding pressures for new innovative...

Points of View

Metering the Degree of Analytics Adoption in Utilities

Global utilities are undergoing a sea-shift in business models and industry dynamics. Regulatory bodies constantly threaten changes to traditional energy supply, increasing the need for compliance and constant vigilance. Financially, utilities are still struggling to regain pre-recessionary growth rates, battling...

Supplier Assessments

HP Enterprise Services Blueprint Profiles

HfS has collected in one report the individual profile pages on HP Enterprise Services covering 6 different HfS Blueprints from 2014 and 2015. Included here are: Application Testing (Winner's Circle), Workday Services, Enterprise Mobility (High Performer), Enterprise Analytics (High Performer),...

Top 10 Reports

HfS Blueprint Report: Insurance As-a-Service 2015

The HfS 2015 Insurance As-a-Service Blueprint is a refresh on our assessment in February 2014 with an additional focus on the role of As-a-Service platforms and commercial models as well as robotic process automation (RPA) and analytics in insurance delivery.

Points of View

Dell Arrives at its “Crossroads”—Which Direction Is Next?

We recently had a chance to sit down with members of Dell’s executive team (representing the Applications, BPO, Infrastructure & Cloud, and Marketing units) to discuss its ongoing initiatives and the strategic direction of its services business. Dell, noted for...

Supplier Assessments

Capgemini Blueprint Profiles

HfS has collected in one report the individual profile pages on Capgemini covering 7 different HfS Blueprints from 2014 and 2015. Included here are: Engineering Services (High Performer), Procurement As­a­Service (Winner's Circle), Enterprise Analytics(High Performer), Enterprise Mobility (Winner's Circle), Progressive...

Points of View

What Acticall Is Getting with the Sitel Acquisition

Groupe Acticall agreed to acquire Sitel this week to create one of the leading global call center provider businesses. As with the Concentrix acquisition of IBM’s CRM business two years ago, this is an example of a smaller service provider...

Supplier Assessments

EXL Blueprint Profiles

HfS has collected in one report the individual profile pages on EXL covering 6 different HfS Blueprints from 2013 to 2015. Included here are: Population Health and Care Management (Winner's Circle), Enterprise Analytics (High Performer), Progressive F&A (High Performer), Supply...

Supplier Assessments

IGATE Blueprint Profiles

HfS has collected in one report the individual profile pages on IGATE covering 8 different HfS Blueprints from 2013­2015. Included here are Engineering Services (High Performer), Procurement As a Service, Enterprise Mobility, Enterprise Analytics (High Performer), Progressive F&A (High Performer),...

Points of View

Salesforce Connections Heralded the Future of Digital Marketing Technology, But What About Services?

Mid-June, HfS analysts attended Salesforce Connections 2015, which put the Salesforce Marketing Cloud at the center of its run toward digital marketing. Salesforce showed evidence of a forward-thinking technology strategy, including moving from legacy on-premises apps (evident in its “No...

Points of View

4 out of 5 Insurance BPO Clients Want More Digital Enablement

HfS Research is in the final stages of primary research for its upcoming Insurance As-a-Service Blueprint report. This iteration places more emphasis on innovation, specifically the innovative use of emerging technologies to improve outcomes for core insurance operations. Interviews with...

Points of View

Reimagining Genpact For The As-a-Service Economy

During its recent industry analyst and advisor day in Boston, HfS analysts were invited to “reimagine” Genpact — to form a fresh picture or idea of what it could achieve with its clients, and for its business, by having “Intelligent...

Points of View

Three Factors That Will Catalyze KPMG’s Data & Analytics Growth

Last week KPMG held an analyst day event after a five-year gap, connecting analysts with global practice leaders from across its member companies. KPMG has been working to modernize and broaden its brand beyond being a big 4 tax and...

Points of View

Symphony Teleca’s Analytics Practice: Connecting Next-Gen Services

Symphony Teleca (ST) made news when it was acquired by Harman International Industries in Jan 2015 for $780 million. Harman is one of the world's biggest makers of in-car media systems and owns iconic consumer brands such as Harmon Kardon...

Points of View

Accenture Spearheads Retail Transformation With Javelin Group Acquisition

Hot on the heels of Infosys’ acquisition of retail digital experience solution provider Skava, Accenture just announced that it has acquired Javelin Group, a provider of retail strategy and digital transformation consulting services. London-based Javelin group, founded in 1997 with...

Points of View

Moving Insurance BPO into the As-a-Service Economy

The state of business process outsourcing for insurance industry processes is evolving today. HfS discussions with Property and Casualty (P&C) as well as Life and Annuities (L&A) carriers across the globe reveal that outsourcing buyers are looking for something new...

Points of View

Design Thinking: An Imperative for Successful Analytics

In February 2015, HfS Research published a POV, The Rise of Design Thinking, outlining the reasons for the sourcing market to transition to using design thinking as a core methodology instead of only relying on traditional Lean and Six Sigma-based...

Points of View

Capgemini Gobbling Up IGATE: Optimizing The Old Outsourcing Model Or Embracing The New

Introduction   It’s increasingly possible that 2015 will be the year when we see some significant consolidation in the outsourcing industry as prices reach rock-bottom, margins are squeezed to impossible levels and old-world service providers struggle to de-link headcount from...

Points of View

Insurance Majors Pulling Out The Checkbooks For Digital Innovation

HfS is seeing exciting new examples of how insurance companies are investing in digital innovation to both add new capabilities as well as to transform their existing operations.  We wanted to share some of the more recent interesting public announcements,...

Top 10 Reports

HfS Blueprint Report: Enterprise Analytics Services 2015

For most service providers, big data and analytics services are the fastest growing businesses in their portfolios. Analytics has been a key area of investment to move up the value chain and provide higher value services, from market leaders such...

Points of View

WNS: Big Enough to Scale, Small Enough to Listen

In today's maturing BPO industry, the stand-outs will be focused, nimble service providers that are structured to scale up or down as clients require, with an ability to solve problems and put together solutions with minimum fuss and expense. One...

Points of View

Breaking New Ground in Analytics as a Service

In our recent POV, Analytics Services Trends Indicate Growing Maturity in 2015, HfS observed that the analytics services market is starting to mature beyond the discrete projects and low-value work of the past few years. The Health Catalyst-Allina relationship is...

Points of View

EXL Acquires RPM Direct For Insurance Marketing Secret Sauce

EXL just announced its intention to acquire RPM Direct, a specialized provider of marketing analytics to property & casualty, life, and health insurance carriers. This is a good fit with EXL’s strategy because: Insurance is EXL’s biggest industry vertical, by revenue...

Points of View

Infosys Shows Discovery-to-Decision Platform Innovation with IIP

The big data and analytics marketplace is evolving at breakneck speed today. Organizations are expanding their sources of data analyzed to include unstructured data sets, exploring ways to get faster reporting and analysis than the static reports of the past,...

Points of View

Autonabilized 2015 HfS Predictions

It is common practice amongst analysts at the start of each year to lay out a set of predictions as to what will happen in the business services and IT marketplace and we decided to give it a try this...

Points of View

Analytics Services Trends Indicate Growing Maturity in 2015

The market for enterprise analytics services is dynamic, and by its very nature, synonymous with innovation. Global technology and business services providers and their clients regularly offer up analytics initiatives as examples of innovative new thinking using emerging technologies. This...

Points of View

Alorica Plays Catch-Up With West Acquisition

Alorica made a big announcement this month to acquire the majority of West Corporation’s agent services businesses. This is a significant move by Alorica, taking it from ~20,000 to 48,000 FTEs and with projected revenues of $1.2B in 2015. There...

Points of View

Atos and Xerox Exchange Holiday Gifts

Atos and Xerox have announced a significant new deal where Atos acquires Xerox's ITO business and a multi-year services contract to Xerox to help grow it's North American presence and build further global scale in ITO delivery. Xerox receives cash,...

Points of View

Are CPG Companies Expanding Their Analytics Agendas?

Global Consumer Product Goods (CPG) companies have traditionally undertaken a lot of data analysis across their marketing and supply chain functions for areas such as consumer demand and brand loyalty analysis, corporate demand planning, inventory management and fleet management. Our...

Points of View

Catalina On The New Consumer Truths For CPG And Retail

Catalina is a personalized digital media company that works with global CPG retailers and brands to improve sales and loyalty programs through the company’s mobile, online and in-store networks powered by the largest shopper history database in the world. We...

Top 10 Reports

HfS Blueprint Report: Marketing Operations & Digital Customer Experience Management

HfS Research believes that the marketing operations and digital CEM market will converge to focus on helping client organizations respond to the new consumer truths that ‘digital’ is spearheading. These truths include: the ways consumers learn about, experience and discuss...

Points of View

Dell Redefines Its “Ordinary World” for the As-A-Service Economy

The past few months for Dell have been anything but “ordinary” as the company worked to stay focused in a market that offered plenty of distractions. At the recent DellWorld event, HfS took the opportunity to better understand the changes...

Points of View

EXL Underwrites Its Insurance Success With Overland Acquisition

EXL recently announced its acquisition of US-based Overland Solutions, Inc. (OSI). OSI is a service provider of underwriting support capabilities including: premium audit, commercial and residential underwriting surveys and outsourced loss control services. We believe the acquisition fits well within...

Points of View

Is Sitel’s Approach to Tech Integration in CEM The Way Forward?

HfS recently attended Sitel’s analyst day event that included sessions not only with the company’s executive leadership team, but a wide selection of executives from client organizations and analysts. A large proportion of the discussions we had at the event...

Points of View

Big is Big: Accenture Brand Cache Swells with the G2000

Accenture's largest clients are spending big on digital, IT and BPO at the moment as they seek to take the lead on innovation after years of being disrupted by challengers and start-ups. Accenture's recent analyst conference gave the HfS team...

Points of View

Genpact Doubles Down on Front End Investments for Insurance

HfS recently attended Genpact’s inaugural insurance-focused event that brought together operations, sales and management executives, select marquee clients along with analysts and consultants to talk about the company’s plans for the year ahead. In this POV, we discuss the key...

Points of View

Xerox Makes Innovation a Part of its Reorganized Services Portfolio

HfS Research has focused its research in the last few years around the growing importance of innovation in IT and business services engagements. Cost reduction and process standardization are now “table stakes” for providers, and the onus in 2014 has...

Points of View

Platform Play Features in More than Half of Insurance BPO Contracts

In 2012, we published the HfS Research Business Platform Map, looking at the level of adoption of technology across the BPO market. We captured 112 business platforms offered by 21 service providers. A follow-up report, ‘Business Platforms Heating Up In...

Points of View

The Missing Link Between 'Marketing Operations' and 'Customer Experience Management’ Offerings

The business process outsourcing market for sales and marketing processes has traditionally been focused on very transactional arrangements. These have typically included voice-based out-bound sales support and in-bound customer care operations. This market has continued to mature in the last...

Points of View

Wipro Keeps The Mega-Deal Dream Alive

Wipro recently announced its latest win in the Canadian IT services and infrastructure market - a $1.1 Billion strategic alliance with Alberta-based ATCO Ltd. Over a period of 10 years, the service provider will deliver a range of outsourced IT...

Top 10 Reports

HfS Blueprint Report: Retail Operations

The retail operations marketplace has evolved over the last decade in an opportunistic manner. Buyer demand has primarily addressed traditional IT services and horizontal BPO needs (including customer service, finance & accounting and human resources outsourcing). In the last five...

Points of View

IBM Consolidates Its Analytics Services Stack

A decade since IBM first set up its strategy and analytics groups, the service provider is still witnessing double-digit growth in big data and analytics. IBM has invested $7B in organic research and development, another $17B on inorganic growth, and...

Points of View

Building Digital Bricks and Mortar with Vertical Services for Retail

For the last five or more years, the IT and business services industry has been all about verticalization - as a way of going to market and building capabilities and solutions. Major service providers are ‘industry aligned’ today, seemingly bringing...

Points of View

Accenture Combines Mobility and Analytics to Transform Retail as it Hits the ‘Digital’ Start Button

Accenture’s recent Digital webcast provided a deeper dive into the launch of the service provider’s ‘Digital’ Growth Platform. It has positioned Digital to be the main engagement point for clients to access multiple skills, bringing together three allied practices -...

Points of View

Profiling an Analytics Rising Star: Fractal Analytics

Until 2012, HfS Research’s competitive assessments, known as Form Guide analyses, served as the predecessors to our now comprehensive Blueprint reports. In our ‘Offshore Analytics Providers Market Landscape and Form Guide Analysis’ in 2011, we profiled and assessed Fractal Analytics...

Points of View

The Execution Advantage of End-to-End Marketing Operations

As we expand our coverage of the marketing function at HfS, we have observed the nascence of offerings in this space from the IT, BPO and shared services industry. Customer service and sales support was the traditional route to reaching...

Points of View

Insurance Is a Long Term Play – An Update With Dell

When we last analyzed Dell Services’ insurance BPO capabilities as part of the Blueprint, we commented on the key strengths as well as challenges that it had relative to our view of market needs and the competition. One of the...

Points of View

Infosys Impacts The Extended Enterprise With TradeEdge Platform

HfS Research has based its research on 4 major tenets – the principles of the extended enterprise. These principles are broad outlines for how buyers can: start to shift away from the legacy cost-focused, lift-and-shift outsourcing model to collaboratively engage...

Points of View

Closing The Innovation Gap In Insurance Operations

HfS recently released its Insurance BPO Blueprint where we evaluated the execution and innovation capabilities of key service providers that work with property and casualty (P&C), life and annuities (L&A) and reinsurance companies, brokers and other intermediaries globally. Our research...

Points of View

Ironshore Kickstarts Transformation Strategy with Genpact

Ironshore, a rapidly growing US specialty commercial P&C insurance company, has redefined itself and is now executing on its future target operating model in a journey that began in 2012 with a relationship with Genpact. This target operating model (TOM)...

Points of View

Analytics Buyers Wishlist for 2014

When HfS Research released its Enterprise Analytics Services Blueprint in Q4 2013, we comparatively evaluated the analytics execution and innovation capabilities of key outsourcing providers including Accenture, Capgemini, Cognizant, EXL, Genpact, HP, IBM, iGate, Infosys, TCS, Wipro and WNS. As...

Points of View

‘Digital’ is Accelerating Marketing BPO

The adoption of digital processes and technologies is speeding the growth of Marketing BPO as a unique segment of the marketplace.  A recent visit to Wipro's delivery centers has brought to life new examples of how digital marketing BPO is...

Points of View

Concentrix Continues IBM’s Push Towards Automation In Insurance

HfS Research has just launched an exhaustive Blueprint study of the execution and innovation capabilities of key insurance BPO service providers in the global Property and Casualty (P&C) and Life & Annuity (L&A) segments. Our study included an analysis of...

Top 10 Reports

HfS Blueprint Report: Multi-tower Human Resources Outsourcing (HRO)

This HfS HRO Blueprint Report is the first application of HfS Blueprint methodology on the Human Resources (HR) business function, looking at the foundational supports of the employer/employee relationship: rewards, remuneration, and recognition. In this study, HfS deliberately looked at...

Top 10 Reports

HfS Blueprint Report: Insurance BPO

In our inaugural Blueprint for the global insurance BPO market, HfS has evaluated the innovation and execution capabilities of service providers catering to life and annuities (L&A) and property and casualty (P&C) insurers, brokers, reinsurers and others (excluding healthcare). The...

Points of View

Q&A with EXL’S Analytics Group

HfS recently met with EXL’s analytics management and delivery team in their delivery center in Gurgaon, India. Over the course of a day, executives from EXL’s verticalized analytics teams briefed us on their history, their capabilities, their views on the...

Points of View

Dell Reinforces Private Growth Strategy

HfS analysts recently attended Dell’s analyst and advisor day in Bangalore, India. The event was focused on the company’s growth in India, primarily around its domestic business. As of now, Dell India has established thriving business units for the Enterprise...

Top 10 Reports

HfS Blueprint Report: Enterprise Analytics Services

Service providers are betting big on growing out their analytics capabilities in the next two years – and with good reason. We view analytics as a transformative force for the IT and Business Services industry. Analytics is helping providers bridge...

Points of View

Counting on Collaboration for Outsourcing Success

This case study looks at the secrets behind Capgemini and International Paper's successful and long term BPO relationship. By exploring how exploiting best practice implementation, the importance of collaboration and how to build flexibility through strong governance built a relationship...

Points of View

Genpact’s Pankaj Kulshreshtha on Analytics

Fifteen years ago global conglomerate GE established an analytics center in Bangalore, India to complement its in-house US analytics teams. With the aim of accessing global talent for complex high-end analytical modeling, the practice rapidly expanded its range of analytics...

Points of View

Capgemini Stretches into Big Data Cloud with ‘Elastic Analytics’ Solution

Paris-based consulting, technology, and outsourcing firm Capgemini launched a new business intelligence (BI) analytics solution last month dubbed “Elastic Analytics.” The cloud-based offering uses the Amazon Web Services (AWS) technology platform to deliver “Big Data” analytics capabilities to its global...

Points of View

Key Opportunities in Outsourcing Insurance Analytics

Analytics is not new to the insurance industry. Data has traditionally been valued to fine-tune the actuarial and underwriting process. In the last few years, however, the scope and applicability of analytics within the insurance organization has grown exponentially. Best...

Points of View

Guatemala: The Nearshore Collections Hub of the Future?

HfS analysts recently had the opportunity to spend a few days in Guatemala visiting Capgemini’s delivery center and interacting with local government officials. Overall, we believe Guatemala has a lot of potential as a sourcing destination when integrated with a...

Points of View

Serco’s Global Services Offerings: A Rapid Profile of Serco’s BPO Capabilities

In this document, we examine the newly consolidated BPO division of frontline services giant, Serco. The company has built a tremendous business on the back of running myriad frontline services for organizations in the public as well as private sectors...

Points of View

State of the Industry 2013: Insurance Summary

This presentation focuses on insurance buyers' views, observations and intentions for 2013 and beyond, when it comes to IT Outsourcing (ITO) and business processes outsourcing (BPO). The results are based on the HfS State of Outsourcing study 2013, updated January/February...

Points of View

Leaders Roundup: Banking and Financial Services Outsourcing

  HfS Research concluded extensive research into the banking and financial services BPO market in Q3 2012. We held exhaustive briefings and interviews with key service providers and discussions with buy-side organizations to understand major issues and provider capabilities. This...

Points of View

MedeAnalytics - The Healthcare Analytics Experts: A Rapid Profile of MedeAnalytics’ Analytics Offerings

HfS Research’s “State of Outsourcing” study recently found that analytics is among the top three outsourcing initiatives for pharma, life sciences, and healthcare buyers. These buyers also will be the most aggressive in increasing the scope of analytics in the...

Points of View

Analytics: Pumping New Life info Healthcare Payers

Ever since President Obama declared war on US healthcare costs in 2011, healthcare payers have been pushed into the limelight and forced to act. The marketplace is essentially undergoing a transformation to add new business models (B2C) and customer groups,...

Points of View

Starting a BPO Journey in Expert Mode

The post-recession banking organization continuess to face a long and arduous journey to growth, profitability, and restoring the faith of society in the banking system. Banks that have emerged from this dark era successfully are the ones that have been...

Points of View

Transforming Marketing Optimization for a Retailer: Infosys’s Consumer Genome Project

The marketing function continues to evolve in 2013 along the path established in the last few years. Unsurprisingly, digital marketing, social connections, and mobile interactions demand more and more attention, and emerging technologies such as advanced analytics and big data...

Points of View

Business Services Outsourcing in Banking and Financial Services: 2013 Market Report

  The banking and financial services (BFS) industry has endured one of the most turbulent times ever in the history the global financial markets; however, two key questions remain unanswered:   Have companies learned from the recent crisis and are they...

Points of View

Capgemini BPO: Thoughts for the Year Ahead

Capgemini reported a solid performance in the first half of 2012, and the BPO business was the most dynamic. In the last decade, the French IT giant has earned a strong reputation as one of the leaders in finance and...

Points of View

Assessing Global Insurance BPO Providers: The HfS FormGuide

  Given that times are tough for global insurance carriers, we believe that shared services and outsourcing will play a pivotal role in the coming years. Carriers are increasingly leveraging third-party service providers to help navigate challenging market conditions. Sensing...

Points of View

Assessing the Key Service Providers in the Insurance BPO industry

  HfS conducted extensive research into the insurance business services space (Life, Annuities and Pension and Property & Casualty segments) between February-April 2012. We held exhaustive briefings and interviews with key service providers and discussions with buy-side organizations to understand...

Points of View

Assessing the Insurance BPO Market Landscape in 2012

  HfS conducted extensive research into the Insurance business services space (such as, Life, Annuities & Pension, Property & Casualty, and ReInsurance) between February-May 2012. We held exhaustive briefings and interviews with key service providers and buy-side organizations to understand...

Points of View

Top Ten Buying Behaviors BPO Providers Wish Would Change

Between February and April 2012, HfS Research conducted extensive research into the insurance business services space (life, annuities and pension, property and casualty, and reinsurance). We put out RFIs to key BPO service providers and held exhaustive interviews with them....

Points of View

It’s All Hands on Deck: Building Tomorrow’s Enterprise at Infosys

HfS Research analysts attended the recent Infosys Global Analyst Relations Summit held in Boston over July 30-31, 2012. Our primary perceptions through sessions and conversations are summed up in this document. We believe the company certainly has ambitious plans for...

Points of View

Procurian Fuels its Energy Spend Solutions by Acquiring Utilities Analyses

Leading procurement solutions provider Procurian announced its acquisition of Utilities Analyses, Inc. (UAI) this week. The indirect spend specialist has extended its energy-saving solutions with this addition, deepening the company’s capabilities to optimize spending for its clients. UAI is an...

Points of View

Mastering the Digital Media Challenge: How Centro Helped an Ad Agency Unlock Growth

Marketers and advertisers scratch their heads wondering about creative new ways of engaging with their audiences online, even as they struggle to catch up with yesterday’s definition of “digital marketing.” Exploiting analytics, emerging technologies and growing social media channels sound...

Points of View

Transforming the Insurance Middle and Back Office: Do Buyers and Providers Have the Answers?

Lowering claims cost, reducing the risks of fraud and standardizing operations are top priorities for carriers as they navigate growth through economic volatility. Our new research takes a close look at middle and back office challenges faced by carriers today...

Points of View

Business Platforms Heating Up in Insurance

Business platforms are helping insurers drive down costs, consolidate data/better analytics, standardize workflows and improve operations. This RapidInsight explores the major reasons the insurance vertical has adopted business platforms and highlights through analysis of 20 business platforms the leading providers...

Points of View

Analytics Outsourcing: Less Brawn and More Brains Required

The value proposition of data isn’t in the gathering of it, but in the actual analyzing of patterns and taking action. Buried within mega data warehouses is the information that executives can use to unlock opportunities to grow revenue, make...

Points of View

Marketing BPO Services Solving The CMO's Dilemma

Marketing as an outsourced service – the very thought would have seemed impossible a few years ago. With the rise of customer empowerment and the increasing relevance of online, social channels, Chief Marketing Officers (CMOs) are seriously considering outsourcing aspects...

Points of View

Global Utilities Outsourcing

The utilities industry has undergone many changes over the past hundred years, but is facing possibly its biggest change, with the introduction of smart grid technology. This will allow utilities to monitor and manage energy consumption patterns and trends of...

Points of View

The Utilities Sourcing Landscape in 2011: Are Global Utilities Outsourcing Smarter?

Over the span of the last hundred years, utilities have transformed from nationalized “natural monopolies” to de-regulated, privatized, competitive enterprises. Other major changes include stricter environmental regulatory compliances, the incorporation of smart grid technologies, cost pressures from rising input prices,...

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