Phil Fersht

Phil Fersht is widely recognized as the world’s leading independent analyst focused on the alignment of business operations and technology spanning over two decades.  He has a global reputation for calling out the big trends, unafraid to share his honest views, driving a narrative on the technology and business services industries that shape many leadership decisions.  His reputation drove him to establish HFS Research in 2010, which has today grown into one of the leading industry analyst firms and the undisputed leader in IT business services and process technologies.

 

In 2012, he authored the first analyst report on Robotic Process Automation (RPA), introducing this topic to the industry and is widely recognized as the pioneering analyst voice that created and inspired today’s RPA and process AI industry.

 

Fersht coined the term “OneOffice” in 2016 which describes HFS Research’s vision for future business operations amidst the impact of cloud, automation, AI, and disruptive digital business models.  OneOffice is the foundation of the virtual workforce, where automation tools augment the employee’s digital capabilities and the workplace becomes a plug-and-play, work-from-anywhere scenario. Silos between front, middle, and back-office are collapsed into one single office, where all employees are empowered and motivated by common outcomes and common values.

 

Prior to founding HFS in 2010, Phil has held various analyst roles for Gartner (AMR) and IDC and was BPO Marketplace leader for Deloitte Consulting across the United States. Over the past 20 years, Fersht has lived and worked in Europe, North-America, and Asia, where he has advised on hundreds of operations strategy, outsourcing, and global business services engagements.

 

He is also the author and creator of the most widely-read and acclaimed blog in the global services industry, entitled “Horses for Sources” now entering its fourteenth year.  He regularly contributes to key media publications and is a regular keynote speaker at major industry events, such as NASSCOM, ANDI, ABSL, Sourcing Interests Group and HFS Research “FORA” Summits. He has been named Analyst of the Year on three separate occasions by the Institute of Industry Analyst Relations, which voted on 170 other leading IT industry analysts.

 

He received a Bachelor of Science, with Honors, in European Business and Technology from Coventry University, UK, and a Diplôme Universitaire de Technologie in Business and Technology from the University of Grenoble, France. He also has a diploma from the Market Research Society in the UK and is an expert in both quantitative and qualitative research techniques.  He also trains analyst how to write in a succinct, high impact style, applying his “Five Rules of Writing” which differentiates the HFS analyst voice.

Content By Phil Fersht

Points of View

Cognizant's Ambition to Engineer the Modern Enterprise

Click to read Cognizant's Ambition to Engineer the Modern Enterprise

Top 10 Reports

HFS Top 10 Employee Experience Services 2020: HR Transformation and Strategy

The rise of employee experience (EX) is the catalyst driving competitive advantage and deeper engagement across personal, social, and organizational domains. With an imperative for people, HR leaders are driving EX within the HR function and in concert with leadership...

Highlight Reports

HFS Highlight: Capgemini pivots for some pandemic-fueled transformation pie, but it’s not quite baked.

Over the past decade, Capgemini has fought to establish its true place in the global services and consulting industry – but still struggles to compete as effectively as it should alongside the likes of Accenture and Deloitte.  If it is not careful, it could find itself stranded in the desert between the classical...

Points of View

The five automation “have-to-haves”— you won’t achieve your digital nirvana without them.

Click to read The Five Automation "Have-to-Haves"- You Won't Achieve Your Digital Nirvana Without Them

Points of View

Five ways the pandemic is forever changing integrated automation

HFS’ Digital Roundtable points to the need for sustaining momentum and driving a culture of genuine process change to achieve post-pandemic digital success. In HFS’ recent digital roundtable, with the support of Automation Anywhere, a select group of senior leaders...

Highlight Reports

HFS Highlight: With the pandemic economy being defined by the cloud, Wipro adds European muscle to its Salesforce capabilities with 4C acquisition

The battle for adding cloud talent to deliver services around the leading SaaS solutions continues unabated in this pandemic economy. If anything, the pace for acquisitions appears to be accelerating, especially in areas like Salesforce services, where enterprises are polarizing...

Highlight Reports

HFS Highlight: Cognizant magnifies its cloud muscles with its 6th acquisition: 10th Magnitude

Cloud-related outsourcing deals accounted for approximately 60% of digital deals in Q2 2020, significantly greater than any at point in recent years ( exhibit 1.) While enterprises have been strictly evaluating other investments to help them achieve rapid pivots to...

Highlight Reports

HFS Highlight: The Infosys pandemic pivot – how they transformed from media obsession to the industry’s safe pair of hands

Just a few years ago, Infosys was grappling with a leadership transition and ruthless media attention that called into question many company actions.  Spin forward to now and the company has found itself in a remarkable period of stability where...

Points of View

A Manifesto to Revitalize the BPO Industry

Click to read A Manifesto to Revitalize the BPO Industry

Market Analysis

The Enterprise Reboot - Digital Transformation is key to sustaining relevance in a new reality

The COVID-19 pandemic has further reinforced the importance of driving enterprise transformation using technology as an enabler. Technology underpins nearly every change triggered or accelerated by the crisis. Emerging technologies that enable automation, artificial intelligence, powerful computing, connected devices and...

Highlight Reports

HFS Highlight: HCL and Google team up to win the e-commerce market

On the 4th of June, 2020, HCL announced a new partnership with Google. An innocuous enough announcement when providers and vendors across the industry are quick to release press packs about their latest alliance. But digging into the detail, it...

Points of View

Propel your business operations "Straight to Digital" with Digital Associates

Enterprises’ desire to progress customer and employee engagement from physical to digital has never been more intense, and many companies have no choice but to make this shift rapidly. HFS uses the phrase “straight to digital” to refer to the...

Points of View

HFS’ Four Phases of Paradigm Shock drives the people-powered organization

Gone are the days of complacency, where we had years of relative lethargy, where most enterprise leadership were comfortable running their organizations with legacy structures, content to manage age-old processes the same way as long as the profits rolled in. ...

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

Any repeats of the Cognizant Maze attack will have significant ramifications for the whole outsourcing industry

COVID-19 has forced organizations to increase their surface area to support a larger dispersed workforce, giving hackers more opportunity to inflict damage. The recent Maze ransomware attack on Cognizant is an example of this grave issue impacting the entire services...

Points of View

Will COVID-19 put the nail in the coffin of the legacy contact center?

The coronavirus pandemic is exposing an outsourcing industry that has been wildly unprepared for an event like this in many ways, and the contact center BPO industry is no exception.  India and the Philippines have become the examples of world...

Points of View

Don’t you wish you’d done more? The digital workforce that wasn’t finally has a real chance to shine

Well, we can’t deny it was noisy, loaded with more hype than a Vegas heavyweight boxing match, and backed by more investment dollars than the GDP of a small country. Yes, folks, that was quite the automation ride we all...

Points of View

HFS 2.0: Defining Business Operations in the Next Decade

  HFS resuscitates the analyst industry by bringing unique, fresher and more impactful insights into the major innovations impacting business and IT operations today and tomorrow. We're delighted to share with you our new products and services portfolio, as we continue...

Points of View

Solve the Automation Scale Challenge with Integrated Automation

Artificial intelligence, analytics, and automation, while offering transformative potential business value, need an integrated approach across data, processes, and technologies. When deployed in isolated use cases at task-automation levels, they do not scale and provide their expected transformational impact on...

Points of View

A fireside chat with Mohit Joshi: Introspection and understanding why clients pick their partners are the keys to success

Phil Fersht recently had a candid conversation with Mohit Joshi, President, Infosys, about his views on the banking sector and the future of Infosys and the market as a whole.    Mohit openly admits that he had little knowledge of the technology...

Points of View

A fireside chat with Mohit Joshi: The banking industry must invest in technology to make sense in the new economy

Phil Fersht recently had a candid conversation with Mohit Joshi, President, Infosys, about his views on the banking sector and the future of Infosys and the market as a whole.    Mohit openly admits that he had little knowledge of the technology...

Points of View

Enterprises must beat down their process debt to help their humans achieve automation success

Many of today’s enterprise automation initiatives are delivering lackluster results due to too much focus on tinkering with technology and too little focus on optimizing processes and enabling humans to prioritize high-value work.   This was the overwhelming factor we...

Points of View

The Ants are different, even compelling, but can they drive a genuine integrated automation proposition for an industry that really needs one?

2019 was a high-octane year for AntWorks - and it laid critical groundwork for 2020. The firm generated a lot of goodwill with its “hip to be square” culture and extravert use of marketing, the color orange, and various ant...

Points of View

Drive meaningful customer experiences with equally meaningful employee experiences

  Integrated automation can enable a OneOffice experience by breaking down silos across an enterprises’ customers and employees   In December 2019, HFS hosted an executive roundtable in London to debate the impact of integrated automation on the customer experience....

Points of View

The New RPA Manifesto

  Exactly seven years ago, HFS launched the concept of robotic process automation (RPA) to the world via a seminal report and blog. We described a Blue Prism technology offering that “appears best suited for processes that are highly rules-driven...

Points of View

Ten years after, ten years onward: HFS Research Agenda 2020

We're delighted to share with you our 2020 Research Agenda, as we continue our mission to define business operations and their technology enablement in the next decade.     You may recall that last year’s Agenda centred around the theme: “Exploring...

Points of View

Mphasis is the IT services industry's hidden gem - Enterprise leaders must not skip past growing mid-tier firms

  Market forces have combined to create a lucrative business environment for ambitious mid-tier IT services firms. While the largest IT services providers vie for big-ticket engagements and footprint expansion within their largest accounts, enterprise needs for technical skills and complex...

Points of View

Infosys BPM acquires Eishtec to bolster its OneOffice offering

  The “outsourcing” market, as we know it, is changing at a faster pace than ever, and it is aligning with the Digital OneOffice. In many forward-thinking organizations, organizational silos around the front, middle, and back offices are collapsing to create organizations where...

Points 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...

Points 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...

Points of View

Trailblaze a path to your customer-centric OneOffice experience with these five strategic imperatives

  HFS Research developed the Digital OneOffice and key imperatives of a OneOffice strategy that can help enterprises design and create successful transformational experiences. We use this model to define how companies must adapt their operations to be more customer-centric,...

Points of View

BPO Service Providers: you’re facing Hobson’s Choice. Embrace Automation, or Prepare for Oblivion

    A Hobson's choice (see definition) is where only one thing is offered: the two options are taking it or taking nothing. After more than two decades of development, the cost and scalability elements of the value equation delivered by traditional...

Points of View

Want to elevate CX with integrated automation? Start with the humans

  Findings from our latest executive roundtable     A recent HFS study of 590 global 2000 enterprises found that the top strategic and operational objectives for intelligent automation are revenue growth and improved customer experience (CX) (Exhibit 1). At...

Points of View

Go big or … specialize. Chris Caldwell chats on contact center convergence

  Contact centers are alive and well, but they have changed immensely over the last few years and are still evolving. The next generation of contact center firms doesn’t reflect the legacy world of scripted, low-value, transactional phone calls; it’s...

Points of View

Why you need an integrated automation focus to drive growth

  How Indecomm is reinventing mortgage services with an Integrated Automation Platform   A recent HFS Research study of 590 major global enterprises revealed the leading strategic objective for intelligent automation (IA) initiatives is revenue growth (Exhibit 1). Enterprises have...

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...

Market Analysis

Re-platforming the enterprise: 2019 Market Primer

This market primer looks at key trends impacting the IT services market in 2019. The key theme will be the re-platforming of the modern enterprise, making businesses ready for the next wave of technology transformation. To a certain extent technologies...

Points of View

WNS makes an eye-opening shift from outsourcer to operations partner

Not many people have noticed the practical disappearance of the term “outsourcing” from the services dictionary in recent years, but the evolution of heritage “outsourcer” WNS into a firm much better described as a “business operations partner” was highly visible...

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

Integrated Automation: Why You’ve Been Doing It All Wrong

Over the last few years, intelligent automation (IA) has emerged as a catch-all term for various change agent technologies such as robotic process automation (RPA), artificial intelligence (AI), and smart analytics that are being deployed individually or in concert to...

Points of View

Cox’s exit and failure to manage Christchurch images expose our massive AI data privacy problem

To use or not to use? That is the question about data   The news of Chris Cox—Chief Product Officer and Head of WhatsApp—departing Facebook one week after CEO Mark Zuckerberg published his privacy manifesto clearly points to some fundamental...

Points of View

Mphasis Clients: Exploit their growth plans to match your OneOffice ambitions

Over two years have passed since Mphasis moved out of HP’s shadow thanks to a record buyout from private equity firm The Blackstone Group. The prominent hire in January 2017 of CEO Nitin Rakesh has had made an impressive impact...

Points of View

Atos clients: Get your share of the Syntel efficiency gains!

  Atos raised a few eyebrows in late 2018 when it stumped up $4 billion to acquire Syntel to add some major strengths to its US financial services business and expand its global footprint. These eyebrows are raised because this...

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

No-deal Brexit will Paralyze Data Initiatives for Multi-nationals

With Theresa May’s EU-approved Brexit deal overwhelmingly rejected by the UK parliament, the prospect of a “no-deal Brexit”, with all of its uncertainty, is becoming a realistic potential scenario. With this scenario as a backdrop for some hearty British pessimism,...

Points of View

Bangladesh Emerges as a Distinctive Digital Hub for Emerging Technologies

HFS Research recently visited Bangladesh to investigate start-ups, digital-native businesses, and home-grown technology firms. We found a vibrant ecosystem in Bangladesh with strong support and commitment from the government, which is resulting in Bangladesh making exciting strides toward establishing itself...

Points of View

RPA’s ticking time bomb: enterprises and service providers must make RPA talent their top priority to avoid disaster

HFS Research’s recent Top 10 RPA Services Providers 2018 report has shown that there is something rotten in the state of robotic process automation (RPA). Despite the hype surrounding the technology, there is a major stumbling block to RPA delivering...

Points of View

Exploring the Next Frontier Beyond OneOffice: HFS Research Agenda 2019

The HFS Research theme for 2019 is “Exploring the Next Frontier Beyond OneOffice.” The “Digital OneOffice” promises to create a boundary-less enterprise where there is only one office that matters—one that caters to the customer. But what’s beyond the OneOffice?...

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...

Top 10 Reports

HFS Top 10 Digital Change Management Providers 2018

Free for a limited time!   Digital is far more than simply investing in new technologies: it’s about driving new revenue and customer experiences as well as harmonizing business silos (or the OneOffice). Success in digital initiatives is also less...

Points of View

How the NHS Could Save $650m Using RPA to Combat Complexity, Save Money, and Bring Admin Staff Back from the Edge

Modern healthcare institutions are under more pressure now than ever before to provide adequate patient care and balance their budgets, whether it’s the faltering private US system or the perennially vilified UK National Health Service (NHS), in addition to growing...

Points of View

The Big Green Monster Is Back to Punish Your Lousy Cloud Carbon Footprint

Before you know it, your cloud carbon footprint is going to be as important as how you treat your employees, how you address diversity and the gender pay gap in the workplace, and how reliably you pay your suppliers.  ...

Points of View

Bring Enterprise Leaders Together to Succeed in the Behemoth Goal of Modernizing Legacy Operations

At the recent HFS FORA Leadership Council Roundtable in London, 20 enterprise C-Suite leaders shared their emerging technologies’ roadmaps for digital business operations. Enterprises represented—including HSBC, Lloyds Banking Group, Centrica, Ineos, AstraZenca, and more—engaged in discussion lead by Phil Fersht,...

Points of View

Forget “Omnichannel:” Your Future Is Intelligent Customer Engagement

Failure to listen to the voice of your customers will result in your demise, so isn’t the customer contact center more relevant than ever as the focal point of intelligent customer engagement?   You would think so. Instead, we’ve been...

Market Analysis

State of Operations and Outsourcing 2018

Is there light at the end of the tunnel for the business operations and outsourcing professionals? Or is it more confused than ever? The latest joint research from KPMG Global Advisory and HFS Research gives insight on these topics: The...

Points of View

Manifesting a (Cognitive) Vision: An Interview with Sudhir Singh

Sudhir Singh has only recently started manning the tiller that is NIIT Technologies, after joining them five quarters ago. In his own words, when he started entertaining the option of joining the IT-service-focused enterprise, what attracted him to NIIT was...

Points of View

Predictive Operations Management Can Smooth the Path to the Digital OneOffice™

In a market where the noise levels around RPA and AI are deafening, it is easy to forget that the bulk of the work in operations continues to be done by humans. Yet, as organizations are progressing their journey toward...

Market Analysis

IT Services and BPO Market Size and Forecast, 2018–2022

WHAT THIS REPORT COVERS   This report contains market size numbers, drivers and limitations across various IT and business process outsourcing services globally. Information in this document will set the right expectations about the current and future trends and buying...

Points of View

Persistently Coding: Phil Fersht talks to Anand Deshpande, Founder and CEO of Persistent Systems

There aren’t too many original techie geeks sitting in the CEO hotseats these days, but one of Bill Gate’s biggest admirers is still at it and rumored to sneak in a few lines of code when no one’s looking: Anand...

Points of View

Why AWS’ Techie Focus May Make Cloud Harder for Your Boardroom to Digest

Without a doubt, AWS has hit the sweet spot in the hyperscale cloud space. In a recently published report that tries to draw a line in the sand to predict the winner of the cloud war, AWS is unsurprisingly holding...

Top 10 Reports

HFS Top 10 RPA Products 2018

The rise of RPA is nothing short of spectacular. It has captivated the attention of digital operations executives with the promise of cost-savings beyond labor arbitrage, cost avoidance by extending the life of legacy IT, quicker implementation than traditional IT...

Points of View

HCL Hurdles Wipro into 4th Place – but for How Long with the Alight Deal?

Perhaps, given the tumultuous past few years that the major Indian outsourcers have just been through, rally racing would be a better analogy than Formula 1. But, if we’re to pause for a second and take a look at revenues...

Points of View

The HFS FORA Summit: Cambridge 2018 - The State of Digital Operations

In July 2018, HFS hosted its 19th summit for enterprise operations and IT leaders in Cambridge, UK at the home of one of the United Kingdom’s most celebrated universities. This academic location, renown for its scientific achievements, made a fitting...

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...

Points of View

Digital Strategy Needs to Be Enabled with Technology Lifecycle Management

The business and technology environment is polarized on supporting customers preferring to engage with businesses using interactive digital technologies. In some industries these digital forms of interaction enhance traditional business practices, reduce running costs and create new revenue opportunities; in...

Points of View

Is blockchain a giant digital joke?

For this year’s April Fools’ Day blog, we poked fun at blockchain and the increasing absurdity of some of its use cases. Quite a few of us out there fell for it—but most were able to delete quickly the LinkedIn...

Market Analysis

Market Index Q2 2018

WHAT THIS REPORT COVERS   A revenue performance review of the leading service providers during calendar 2017 An update of HfS top line market forecast A look at the key events and activities that impacted the market over the last...

Points of View

Our world has officially gone mad: Teleperformance just splashed a billion on Intelenet

The global market leader in contact centers, Teleperformance, has made the first bold move to shake up an industry in desperate need of a shakeup. But is this merely buying growth out of desperation, or a strategic shift to sell...

Points of View

Salesforce acquiring MuleSoft issues a death threat to service providers

The move toward platforms and away from functionality is radically changing the game for the IT and BPO services providers, which have feasted on complexity for decades. IT services firms have relied on complex apps that require constant workarounds and...

Top 10 Reports

HfS Benchmark Report: Detailed assessment of the 10 leading RPA products

WHAT THIS BLUEPRINT REPORT COVERS The market for enterprise robotic software and services is growing at a breakneck pace of 47% growth in 2018 to surpass $1.5 billion. However, there are growing questions about whether RPA can deliver on promised...

Top 10 Reports

HfS Blueprint Report: Digital OneOffice

WHAT THIS BLUEPRINT REPORT COVERS The Digital OneOffice is where the organization's people, intelligence, processes, and infrastructure come together as one integrated unit, with one set of unified business outcomes tied to exceeding customer expectations. It allows an enterprise to...

Points of View

Make Digital Your Core Strength!

We all know that the business impact of new digital technologies is massive, and we’re all warming up to it, right...? Early winners are acting boldly, while the laggards are stuck in the mud. Senior leaders who think it’s hype,...

Points of View

The era of the disruptive mid-tier provider is here: meet Hexaware's CEO Keech

The services industry has already been redefined by the rapid emergence of intelligent automation and digital technology. This has created a massive headache for traditional service providers looking to protect existing clients who still pay them for humans to provide effort,...

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...

Points of View

Using cognitive tech to connect customers to business operations

Creating an engaging customer experience is more readily achieved by embedding increasingly sophisticated digital and cognitive technologies into the very fiber of an organization’s processes, from its front office right through to its back office.   Successful organizations are both...

Market Analysis

Market Index Q1 2018

WHAT THIS REPORT COVERS   This update to the HfS Market Index gives an overview of the IT and business services market performance through Q1 2018. It provides: A revenue performance review of the leading service providers during calendar Q4...

Points of View

Defining and Sizing The Digital OneOffice Framework

WHAT THIS REPORT COVERS   In today's progressive enterprises, barriers between the front, middle and back offices are collapsing, and operations are simply becoming "OneOffice". The Digital OneOffice is the framework for the touchless digital customer experience and the creation...

Market Analysis

2018: IT Services Beyond the Tipping Point

As the year starts in earnest it’s a good idea, but a slightly dangerous one given it could bite me on the arse, to reflect on assumptions made about the market growth last year and see what the market is...

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

FORA London: Arise the Digital Middle Manager!

This POV outlines the core of the pivotal discussions held during the HfS FORA London Summit in December. The emphasis is on the crucial component of the transformation recipe—data. Understanding the centrality of data to the digital enterprise—how to acquire,...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Healthcare

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Utilities

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Manufacturing

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Energy

WHAT THIS BLUEPRINT REPORT COVERSIn 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data points...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Travel and Hospitality

WHAT THIS SNAPSHOT REPORT COVERSIn 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data points...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Telecom

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Public Sector

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Insurance

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Top 10 Reports

Blueprint Snapshot: Digital Tech Strategy Services, Banking and Financial Services

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Points of View

Taking the Robots out of Humans – A New Liberation in the Anvil

Automation technologies are more about liberating humans - or to be more specific, improving the engagement level and quality of their tasks, than challenging their daily bread. In a way, the automated processes deployed in businesses take the robots out...

Market Analysis

Market Index Q4 2017

WHAT THIS REPORT COVERS This update to the HfS Market Index gives an overview of the IT and business services market performance through Q4 2017. It provides: A revenue performance review of the leading service providers during calendar Q3 2017...

Top 10 Reports

Blueprint Snapshot: Telecom IT Services, 2017

WHAT THIS SNAPSHOT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Top 10 Reports

Blueprint Snapshot: Public Sector IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Top 10 Reports

Blueprint Snapshot: Travel, Transport, and Logistics IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Top 10 Reports

Blueprint Snapshot: Utilities IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Top 10 Reports

Blueprint Snapshot: Manufacturing IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Top 10 Reports

Blueprint Snapshot: Insurance IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from...

Top 10 Reports

Blueprint Snapshot: Healthcare and Life Sciences IT Services 2017

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from...

Points of View

Sumitomo Announces Largest-ever RPA Initiative, but is it really all RPA?

What’s happened?   Major Japanese financial services conglomerate, Sumitomo, has announced an unprecedented RPA initiative with savings claimed to be in the hundreds of millions of dollars. However, while this is a tremendous public endorsement for the potential benefits of...

Top 10 Reports

Blueprint Snapshot: Banking and Finance IT Services, 2017

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from...

Top 10 Reports

Blueprint Snapshot: Energy IT Services, 2017

WHAT THIS SNAPSHOT REPORT COVERSIn 2017, HfS Published a series of four IT service Blueprints across the infrastructure and enterprise cloud, application development and management, digital technology strategy and consultancy, and IT services masters. We formed these reports from a...

Points of View

Cisco Case Study: Delivering World Class Customer Service

As we move along the Digital OneOffice journey to deliver better customer experiences, enterprises need to think big and take action in order to transform—involving many stakeholders, including service providers, as partners on that journey.   The aim of Cisco’s...

Points of View

An interview with Sanjay Srivastava, Chief Digital Officer at Genpact

Genpact has made some major investments over the last year to propel itself to the forefront of progressive digital business process management solutions that encompass elements of Design Thinking (TandemSeven), Artificial Intelligence (Rage Frameworks), its successful foray into CFO consulting,...

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...

Points of View

The RPA Bible: Your Practical & Technical Guide to RPA

The rise of automation fueled by Robotic Process Automation (RPA) has allowed the world of business operations to think different and to think fresh. It enables organizations to transform to a state where there is only "OneOffice" that matters anymore,...

Points of View

The inaugural FORA Council Mandate - Chicago 2017

In September 2017, HfS hosted its 16th summit for enterprise operations and IT leaders in Chicago.  The occasion also marked the debut session of the newly-formed Future of Operations in the Robotic Age Council (FORA). The purpose was to bring together...

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...

Top 10 Reports

HfS Blueprint: IT Services Masters 2017

WHAT THIS BLUEPRINT REPORT COVERSThe 2017 HfS IT Services Masters Blueprint provides a market overview and evaluation of the 18 largest providers operating across IT Services space, including Infrastructure Management and Enterprise Cloud, Application Development and Management, and Digital Strategy...

Points of View

The Real Impact of Digital, Automation, and AI on Enterprise Operations

This workshop presentation details the Impact of Digital Business Models, Automation and AI on Business Operations over the next five years as the OneOffice framework emerges. We lay out the market dynamics, size and forecasts and best practices for industry...

Top 10 Reports

HfS Blueprint: Finance and Accounting As-a-Service 2017

MARKET DYNAMICSThis year’s HfS Blueprint: F&A As-a-Service reflects an industry truly in transition as service buyers and service providers are moving to “finance of the future” in which finance balances its role as strategic business partner and controller. A successful...

Top 10 Reports

What Makes HfS Blueprints Unique?

  HfS Blueprint research reports are the cornerstone of our research. These comprehensive reports have emerged as highly influential guides for enterprise clients to make key decisions on service providers.    Since the inception of the HfS Blueprint in 2013,...

Market Analysis

IT Services and BPO Market Size and Forecast, 2017 – 2021

WHAT THIS REPORT COVERSThis report contains market size numbers, drivers and limitations across various IT and Business Process outsourcing services Globally. information in this document will set the right expectations about the current and future trends and buying patterns.Our goal...

Market Analysis

Market Index Q3 2017

WHAT THIS REPORT COVERS This update to the HfS Market Index gives an overview of the IT and business services market performance through Q3 2017. It provides: A revenue performance review of the leading service providers during calendar Q2 2017...

Top 10 Reports

HfS Blueprint: Application Development and Management Services 2017

WHAT THIS BLUEPRINT REPORT COVERS The 2017 HfS Application Development and Management Services Blueprint Report provides a market overview and evaluation of the 19 largest providers operating in the space. The report considers trends that are shaping the industry, alongside...

Market Analysis

Impact of Automation and AI on Services Jobs, 2016-2022

This report is an update on our forecast in 2016 that examines and predicts likely impact of the most recent wave of automation on the IT Services and BPO industry.   A lot has changed in the last year... especially...

Points of View

The HfS Triple A Trifecta: Automation, Analytics, and Artificial Intelligence

The pace of change in today’s world of business and IT operations is astounding. “Digital,” “Platform,” and “Automation” are most frequently used words that clients hear from their service providers and advisors but there is no common understanding or definition...

Top 10 Reports

HfS Blueprint: Digital Technology Strategy and Consultancy Services

WHAT THIS BLUEPRINT REPORT COVERS The 2017 HfS Digital Technology Strategy and Consultancy Services Blueprint Report provides a market overview and evaluation of the 21 largest providers operating across digital IT consulting to deployment and implementation services. The report considers...

Points of View

The 2017 AI-Powered OneOffice Premier League Table

WHAT THIS REPORT COVERS Artificial Intelligence (AI) is still a nascent market, yet deployments are starting to scale and will disrupt enterprise applications and service delivery in equal measure. However, the market lacks a clear understanding of the technical building...

Top 10 Reports

HfS Blueprint: IT Infra Management and Enterprise Cloud Services

WHAT THIS BLUEPRINT REPORT COVERS The 2017 HfS IT Infrastructure Management and Enterprise Cloud Services Blueprint Report provides a market overview and evaluation of the largest providers of enterprise infrastructure managed services. The report analyses and evaluates the largest providers...

Points of View

The Market Outlook for Robotic Process Automation

Download the slides for HfS CEO and Chief Analyst Phil Fersht's presentation at Blue Prism World 2017 on the State of RPA and how it aligns with the Digital OneOffice™ framework.

Market Analysis

Market Index Q2 2017

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q2 2017. It provides: An update of HfS top line market forecast A look at the key events and activities that...

Points of View

5 Things Companies Must Get Right With RPA

RPA as a technology is not flawed, but like any tool it needs to be applied to the right task. There are plenty of success stories around for RPA that deliver good outcomes. The poor outcomes typically come from a...

Points of View

IPsoft’s Amelia can provide the Digital glue between Front and Back Offices to create OneOffice™

Amidst all the hype and confusing marketing propaganda surrounding Robotic Process Automation (RPA), it felt like a breath of fresh air listening to customers talk about their genuine experiences with IPsoft’s cognitive solutions. The Digital Workforce Summit in New York...

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...

Points of View

A year in hindsight: How we perform work is being redefined before our very eyes

The way we get work done is being completely redefined before our very eyes. The rapid onset and maturity of smart automation and cognitive technologies is completely changing how organizations operate and interact with their customer, partners and employees. This...

Points of View

State of the Outsourcing, Shared Services, and Operations Industry 2017

The outsourcing and shared services market has been in a seemingly endless state of flux – with the current market more muddled than ever before, organizations struggling to cope with competing priorities, and confusion on the best timing and methods...

Points of View

DXC – Changing the Name Alone Won’t Halt the Nose-Dive

April 3rd saw the long-anticipated creation of a new IT and BPO powerhouse service provider – DXC.technology. This is a crucial event in the services industry, not only because it isn’t often a “new” $25 Billion services firm is created,...

Market Analysis

Market Index Q1 2017

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q1 2017. It provides: A look at the key events and activities that impacted the market over the last 3 months...

Points of View

The 2017 HfS Blueprint Agenda: Making the Intelligent OneOffice™ Real

Our 2017 research theme is all about “making it real,” where we explore real experiences in breaking down legacy silos and mindsets inhibiting change, where enterprises and their partners are placing the needs of their customers at the heart of...

Points of View

The 2017 Digital OneOffice Premier League

As HfS Research the concepts within the OneOffice™ Framework, we believe it essential to evaluate how service providers’ emerging capabilities are stacking up, not just in each distinct category, but how they align to the holistic Digital OneOffice Framework. Being...

Points of View

NASSCOM ILF: The Digital OneOffice - Getting Ahead of Today's Disruption

We are now making that final shift from the traditional global sourcing model to intelligent operations. In a few months, we won’t be talking nearly as much about automation and digital technology as the critical value levers - they are...

Market Analysis

Services In 2017 At 2.9% Growth, But Likely To Be Revised Down As Politics Trumps Economics

This market primer provides our latest size and forecast for the Business and IT Services market. We include a split between traditional IT services and our “As-a-Service” categories for both the IT Services and BPO markets.

Points of View

Defining the Digital OneOffice Organization

For an updated definition of the OneOffice, please visit this POV.   WHAT THIS REPORT COVERS   HfS defines how the Digital OneOfficeTM is becoming the operations framework for the emerging organization that has fully embraced digital business models, enabled by an intelligent...

Points of View

The 2016 RPA Premier League Table – Transformation Comes to the Fore

We are seeing the exponential growth of the Intelligent Automation deployments setting in. However, this growth occurs largely below the radar as the market communication and stakeholder management around the notion of automation remain unusually coy. This is largely due...

Market Analysis

Market Index Q4 2016 - Update

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q4 2016. It provides: A revenue performance review of the leading service providers during calendar Q3 2016 An update of HfS...

Supplier Assessments

Atos Buyers' Guide

WHAT THIS BUYERS GUIDE COVERS This is a comprehensive buyer-focused analysis of ITO service provider Atos. Within this guide, we analyze Atos's core offerings, financials, strengths, weaknesses and strategy. HfS also provides its unique take on what makes Atos a correct fit for...

Points of View

Welcome to the world of OneOffice

OneOffice is when the needs and experiences of the customer are front and center to the entire business operations.   The old barriers between corporate operations functions (often referred to as “front” and “back office”) must come down for Digital...

Supplier Assessments

EXL Buyers' Guide

WHAT THIS BUYERS GUIDE COVERS This is a comprehensive buyer focused analysis of BPO service provider EXL. Within this guide, we analyze EXL’s core offerings, financials, strengths, weaknesses and strategy. HfS also provides its unique take on what make EXL a...

Points of View

Recessions Destroy Jobs, Not Robots!

Remember the panic about jobs getting shipped offshore?   Well, that is child's play compared to the emerging tumult of fear being generated by jobs being completely eliminated by robotics.   Net-net, people are frozen stiff with fear, and it's...

Points of View

HCL and IBM Partnership Prepares for an Uncertain Future

At the end of September 2016, HCL and IBM announced a long-term extension to their partnership, focused on building out Automation and DevOps solutions for enterprise clients. Specifically, the two firms will work together on the on-going development of:  ...

Points of View

The Services Industry Stirs in its Sleep…But Can it Wake Up?

In September 2016, HfS hosted its 13th Working Summit for services buyers at the Ritz-Carlton, in White Plains, New York.   Entitled Cognition, this three-day event focused on the global dynamics that are shaping the services world at the moment....

Market Analysis

Market Index Q3 2016 - Update

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q3 2016. It provides: An update of the HfS top-line market forecastA revenue performance review of the leading service providers during calendar Q2 2016A look...

Points of View

Making the Leap from Effective to Strategic BPM

The report examines the business and sourcing priorities for today's business leaders, their advisors and services providers. We focus on how the change in emphasis toward a more digital world is impacting the way BPM and related services are procured and...

Market Analysis

APAC IT Services and BPO Market Size and Forecast, 2016 - 2020

WHAT THIS REPORT COVERSThis report contains market size numbers, drivers and limitations across various IT and Business Process outsourcing services being bought across the Asia Pacific region. information in this document will set the right expectations about the current and...

Supplier Assessments

Genpact Buyers' Guide

WHAT THIS BLUEPRINT REPORT COVERSThis is a comprehensive buyer focused analysis of IT and BPO service provider Genpact. Within this guide Genpact’s core offerings, financials, strengths, weaknesses and strategy are analyzed. HfS also provides its unique take on what make...

Supplier Assessments

Wipro Buyers' Guide

WHAT THIS REPORT COVERSThe HfS Buyers’ Guide to Wipro provides an analysis of the service provider’s IT and BPO capability from the perspective of our research analysts. The guide includes our unique take on Wipro as a partner for services,...

Market Analysis

Americas IT Services and BPO Market Size and Forecast, 2016 - 2020

WHAT THIS REPORT COVERSThis report contains market size numbers, drivers and limitations across various IT and Business Process outsourcing services being bought across the Americas. The report provides market sizing for three major components of the Americas region: The United...

Market Analysis

EMEA IT Services and BPO Market Size and Forecast, 2016 - 2020

This PoV provides HfS Research market sizing and forecast for the EMEA IT Services and BPO Market from 2016 to 2020. The IT services market continues to struggle as traditional infrastructure management deals fall out of favor and are replaced by...

Points of View

Podcast: Automation Will Trim 1.4 Million Global Services Jobs by 2021

On this edition of the HfS Podcast-as-a-Service, we talk with Phil Fersht about new research from HfS that shows the true impact of automation on job creation and elimination in the global IT services and BPO industry.  

Market Analysis

IT Services and BPO Market Size and Forecast, 2016 - 2020

This document provides HfS Research market sizing and forecast for the Global IT Services and BPO Market from 2016 to 2020. The IT services market continues to struggle as traditional infrastructure management deals fall out of favor and are replaced by...

Points of View

Automation Will Trim 1.4 Million Global Services Jobs by 2021

It's time we dispelled the scaremongering and hype and gave you the true picture of how advances in automation tools and methodologies such as RPA and autonomics will impact the global IT services and BPO industry over the next five...

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...

Market Analysis

The HfS BPO Top 50

This PoV examines the leading Business Process Outsourcing suppliers by revenue, giving HfS view of the Top 50 providers globally. Over the last few years, we have presented a top IT services supplier list, and this year we are presenting...

Points of View

The State of Cybersecurity and Digital Trust 2016

What are the key cyber threats faced by enterprises today? What core business initiatives are most at-risk? Do enterprises have the right technology, talent, and skills to outwit increasingly organized and sophisticated threat actors? How is executive management leveraging cybersecurity as...

Points of View

Can HPE+CSC Dominate the Digital Underbelly or has that Ship Sailed?

HPE and CSC announced the merger of HPE's Enterprise Services Division and CSC, which is expected to happen before the end of March 2017. The new company will have revenues of approximately $26 billion and around 160,000 staff. We heard CEO...

Points of View

Podcast: The State of the As-a-Service Economy and Intelligent Operations

On this edition of The HfS Podcast As-a-Service, we head out on location to the St. Regis Hotel, where HfS held Vision 2020 for Intelligent Operations on May 26 and 27. Today, we feature HfS CEO and Chief Analyst, Phil Fersht,...

Points of View

The Journey to Intelligent Operations and OneOffice —Study Findings

The operational fabric of enterprise organizations is being impacted by many factors including digital technologies like analytics and big data, automation, mobility, and cloud/Software-as-a-Service (SaaS).  We see a fundamental shift in organizational thinking from the old silio’d approaches to sourcing. This...

Market Analysis

Market Index Q2 2016 - Update

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q2 2016. It provides: An update of the HfS top-line market forecastA revenue performance review of the leading service providers during calendar Q1 2016A look...

Points of View

The 2016 HfS High-Value IT Services Top 25

​This document examines the leading IT Services suppliers by revenue, giving HfS view of the Top 25 providers in both the total IT Services and "high value" IT Services. Over the last few years, we have presented a top 10 IT...

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...

Top 10 Reports

HfS Blueprint: Finance As-a-Service 2016

The Finance & Accounting As-a-Service Blueprint for 2016 is a refreshed look at the business process services market for F&A. This Blueprint builds on the Progressive F&A BPO report we published a year ago, reviewing in more detail the market...

Points of View

Design Thinking Can Save the Services Industry From Obsolescence

On March 10, 2016, HfS Research hosted a webcast panel discussion to explore "How Design Thinking can play a role in saving the outsourcing services industry from obsolescence." We have an industry of capable resources to deliver operations services. These services...

Points of View

12 Ways to Survive the Race to Irrelevance

​In March 2016, HfS hosted its 11th Working Summit for services buyers at Gonville and Caius College, Cambridge University. This two-day event focused on the current inflection point bearing down on the sourcing community--namely the impact automation and digital technologies are...

Market Analysis

Global F&A BPO Market Size and Forecast

This study provides HfS latest market size and forecast of the global F&A BPO Services market. Based on market data through to March 2016. It provides size and forecast for the market by major F&A sub segment (S2P, R2R, P2P, O2C...

Points of View

India’s BPO Industry Seeks to Write off its Legacy with its First Indo-US Summit

HfS Research led and attended sessions at this event where BPO Service providers, buyers and advisors gathered to discuss the future of the global BPO industry and promote US investment in Indian BPO.   India's BPO market is at a...

Market Analysis

Market Index Q1 2016 - Update

This update to the HfS Market Index gives an overview of the IT and business services market performance through Q1 2016. It provides: An update of HfS top line market forecastA revenue performance review of the leading service providers during calendar Q4 2015A look...

Points of View

What Happened to BPO and What Is Truly Coming Next?

Digital disruption is here. It’s real and the BPO industry is not immune to it. BPO is experiencing unprecedented change in its journey from being a great vehicle for cost improvement and efficiencies to being a vital partner in driving...

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

“Can Do” IT Underpins the As-a-Service Economy

The last 3 years have seen fundamental changes in the expectations and attitudes towards IT and IT services, by all organizations major stakeholders: customers, employees and executives. In this document, HfS shows the change new As-a-Service attitudes are having to...

Points of View

The Principles of Business Process Partnering

Business Processing Outsourcing (BPO) has been, by many measures, a consistently successful innovation in enterprise service delivery that has matured over the last twenty years. In fact, only 13% of service buyers in HfS’ Ideals of As-a-Service study believe there...

Points of View

NASSCOM 2016: The Era of Unsettlement Is Upon Us

The HfS Leadership team went all in on the 2016 NASSCOM Inda Leadership Forum (ILF) in Mumbai with 4 presentations and panels, dozens of meetings with industry leaders from providers and clients, multiple media interviews and local delivery center visits...

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

As Onus Switches from Labor to Digital, How Will Service Providers Perform in 2016?

The fact that the market continues on a downward trajectory, in spite of growing interest in digital transformation and the shift to As-a-Service IT and business services paradigms, shows how much has been sunk into legacy operational services. With one...

Top 10 Reports

HfS Blueprint: Design Thinking In The As-a-Service Economy

The HfS Blueprint for Design Thinking in the As-a-Service Economy is the first application of the HfS Blueprint methodology in the business process and IT services market for this approach in client engagements. Today’s challenge is not only identifying what the...

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

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

The 2016 HfS Research Blueprint Agenda

In 2014, we introduced the concept of the "As-a-Service Economy" and how it is fundamentally impacting how business and IT services have to be fashioned, solutioned and delivered. Since then we have built on our research and refined our 8...

Points of View

Salesforce Moving Trust from a System of Record to Engagement and Intelligence

HfS believes that the winning providers in the As-a-Service Economy are those shifting their solution model of securing client trust away from developing and maintaining proprietary software and people. Instead, they are focusing on establishing trusted common services that include...

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),...

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...

Points of View

Wipro Gets Serious About As-a-Service with the Acquisition of Viteos

As we have discussed in our recent research on the As-a-Service Economy, the business services world is in the midst of unprecedented change as services commoditize and providers have to find smart ways to delink revenue growth and profit from...

Market Analysis

Market Index Q4 2015 - Update

This report gives an overview of the IT and business services market performance upto Q4 2015. It provides: An update of HfS top line market forecastA revenue performance review of the leading service providers during calendar Q3 2015A look at the key...

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

IBM Watson: A Sherlock to Today’s Medical Research with Spectacular Potential

Research at HfS clearly shows that Artificial intelligence, also termed as “Cognitive Computing,” is expected to play an ever-increasing role in our personal lives and our society. Recent survey data from HfS of 716 industry stakeholders across North American and...

Points of View

Time To Call Out Design Studios Papering Over Legacy Cracks

HfS predicted that 2015 would be the year in which Design Thinking would come to the fore. And we have seen a number of service providers embracing it--rolling out products and services that seek to embrace this model and embed...

Points of View

The Current Impact of RPA in F&A BPO Engagements

In almost every strategic discussion on business operations and BPO we are currently having with buyers, service providers and advisors, the topic of Intelligent Automation, and in particular RPA, continues to dominate. The industry has awoken to the mantra that...

Points of View

How Humans Can Be Effective With Intelligent Automation

Even though IT innovations are at the heart of this conversation, the IT industry has been largely silent about how automation will be impacting the future of work. This is no surprise, when you consider that the IT industry has...

Points of View

The New Dell: Integrating Enterprise-Class As-a-Service Solutions Essential

HfS examines the implications of Dell's acquisition of EMC on the services market. Focusing on the likely success of Dell as a hybrid cloud provider. Dell has finally made its long-awaited big market move, after its 2009 acquisition of Perot,...

Points of View

Lack of Automation Revenue Model Spells Disaster for Service Providers

There’s been no shortage of attention given to the topic of automation and autonomics over the past year, and it’s become abundantly clear that there is no pre-written rulebook for success, as many enterprises and service providers venture into unknown...

Points of View

From Human to Digital: The Future of Global Business Services

The global business services world is facing a dramatic shift from labor to digital. Buckle up, because it is going to happen. This report summarizes the findings of a major new study of 482 global services practitioners, detailed on a...

Points of View

The 2015 IT Services Top Ten

Last year, we observed the entrance of the first of the large India-heritage service providers into the Top 10 IT Services providers, with TCS entering the fray (see link). This year we can see signs that the competitive landscape is...

Points of View

Accenture Buying Cloud Sherpas Unveils the Value of As-A-Service Talent

Accenture has added considerable strength to its already-strong position in Salesforce services with the addition of Cloud Sherpas, coming on the back of previous Salesforce services acquisitions of Tquila and ClientHouse GmbH. In addition, there are added capabilities in ServiceNow...

Points of View

How HfS Defines Digital

These days, it seems that everything you read in the business and technology press or marketing materials from vendors of one type or another references the term “digital” in some way. Yet, there isn’t much consistency in how digital is...

Points of View

Government-As-a-Service: How the “Eight Ideals of As-a-Service” Help Federal Agencies Find New Value

In today’s Digital Revolution, where technology is increasingly at the heart of everything we do, it is time to retire legacy operating models, systems, and terminology. Like the end of the Industrial Revolution in the nineteenth century, there are many organizations...

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),...

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

The Lack of Ethics in Enterprise AI and Intelligent Automation

A raft of luminaries ranging from Stephen Hawking and Steve Wozniak to the figureheads of Artificial Intelligence (AI) at Facebook and Google, Yann LeCun and Demis Hassabis, have signed a petition warning of a “military artificial intelligence arms race” and...

Points of View

Three Critical Lessons for IoT

The Internet of Things (IoT) holds the promise of increased efficiency but realizing these gains often requires the ability to gather data from well beyond one’s own enterprise walls. As one does, this PoV explores three critical implications to keep...

Points of View

Was-A-Service: Why Accenture Sold Its Navitaire Business

HfS examines Accenture's recent sale of its Navitaire platform business for airlines and rail operators to industry competitor Amadeus for $830 million. This POV looks at why this sale was completed now after years of Navitaire being a leading example...

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

Beware of the Smoke: Your Platform is Burning

The report finds that while cost effective business services will always be important, achieving the next threshold of value creation is dependent upon transitioning to the emerging As­-a-Service Economy.In this model, value is delivered via on-demand, highly scalable plug-and-play services...

Points of View

Why Design Thinking Can Save the Outsourcing Industry

New research into the Ideals of As-a-Service, which canvassed the viewpoints of 178 major enterprise operations executives, points to the rise of Design Thinking and the cultivation of creative ideas, as critical to more than four-out-of-ten enterprises today, in terms...

Points of View

Implementing Portion Control at CSC

This week’s announcement that CSC would be dividing into two new entities, one for US Public Sector contracts and the other for Global Commercial contracts is a welcome and necessary step. CSC is a capable, trusted veteran of the services...

Points of View

The Sourcing Savants Dissect The Burgeoning As-A-Service Economy: Is It A Brave New World?

To celebrate HfS's fifth anniversary Phil Fersht, Founder and CEO, HfS Research, summoned seven of the industry's deepest thinkers and plied them with probing questions, seeking insight into the brave new world of the as-a-service economy. In case you missed...

Top 10 Reports

HfS Blueprint Report: Workday Services 2015

HfS launches the first comprehensive assessment of service providers partners for Workday across the value chain of Plan, Implement, Manage, Operate and Optimize. Eighteen individual service providers (and Workday itself) are profiled in addition to examining the current and likely...

Points of View

The Rise of Design Thinking

Being successful in the As-a-Service Economy requires ambitious service providers to make fundamental changes to their whole approach to service design and delivery. At the heart of this evolution, is a shift to service solutions being designed with real business...

Points of View

Embracing IoT Demands Embracing Design Thinking as Well

We have been identifying the rise in prominence of design thinking across many service providers for well over a year now and as we highlighted in this PoV, we anticipated it to continue coming to the forefront in 2015. One...

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

The BPO Profession in 2015: Today’s Accidental Career Path, Tomorrow’s Capability Broker

This research report highlights many positive aspects of the BPO career that lead to a role that HfS is calling the "Capability Broker." The Capability Broker is the operations executive who is leveraging effective internal and external partnerships to drive...

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...

Top 10 Reports

HfS Blueprint: Progressive Finance & Accounting Business Process Outsourcing Services

Progressive F&A BPO is based on the eight ideals of the "As-a-Service Economy" and service providers are moving towards this new ideal. We see the overall market growing 9% with strong demand for the off-shore centric delivery model albeit with...

Points of View

Insights From Early BPO Adopters of Robotic Process Automation

Robotic process automation (RPA) has been the talk of the BPO industry for the last 18 months as service providers bring the capability into their offerings for the enterprise. In this report, we spoke with 16 enterprises who were early...

Points of View

Europe: If You Can't do Arbitrage, then Automate

Limited flexibility and tight labor regulations have made it difficult for many European enterprises to become prepared for the advent of the "As-a-Service Economy". A forthcoming study from HfS and KPMG has identified that 78% of European enterprises are looking...

Points of View

The Road Less Traveled: Getting on the Path to As-a-Service

Getting on the path to the “As-a-Service Economy” today is a bit like bringing to life the classic Robert Frost poem in which he contemplates two paths in the woods – the one that is clearly well traveled, and the...

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

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

HfS 2015 Research Agenda

HfS announces it 2015 Research Agenda and line up of industry-leading Blueprints.  For 2015, HfS is focused on the evolution of the "As-A-Service Economy" which includes: Enabling Technologies, Operating Models and Platforms, Enabling Talent and The World We Live In...

Points of View

Disrupt or be Disrupted: The Impact of Digital Technologies on Business Services

New enabling technologies appear to create dramatic opportunities for changing the way businesses operate and compete. Yet with all the attention directed at Digital today, it is fair to ask whether it is merely another fad or truly the next...

Points of View

The Ten Key Tenets of the Emerging As-a-Service Economy

The biggest "value creator" in the business services market is rapidly changing away from labor arbitrage to technology driven "as-a-service" advances that are directly enhancing employee, partner and consumer effectiveness within enterprises of all sizes.  In this POV HfS introduces...

Points of View

Service Buyer and Advisor Perceptions of IT Outsourcing Provider Performances

Findings from the 2014 State of Outsourcing Study As part of the 2014 State of Outsourcing Survey, HfS Research asked 312 Enterprise Buyers and 347 Advisors on their perceptions of IT Outsourcing service providers.  They provided responses across 6 aspects...

Points of View

Does Your Service Provider Have A Winning Investment Strategy for the As-A-Service Economy?

Being successful in the emerging "As-A-Service Economy" will require that service providers step up the intensity of their investment (OPEX and CAPEX) programs beyond what was required in the labor-arbitrage model.  HfS looks at some of the key questions that...

Points of View

Advancing GBS Effectiveness using Leading-Edge Enterprise Service Management Techniques

Slides from our October 30, 2014 webinar; Advancing GBS Effectiveness using Leading-Edge ESM Techniques, co-sponsored by HfS Research and KPMG Shared Services and Outsourcing Advisory. Click here for the slides and Click here for the replay.

Points of View

The Cloud's Impact on IT Services Providers

As cloud adoption accelerates, it creates the potential for profound changes to the service provider landscape. HfS and Avendus Capital undertook a series of interviews with senior leaders across the Cloud landscape to explore the impact on how projects are...

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

F&A BPO Service Metric Analysis

This report serves as a Reference Guide for Service Level Metric Analysis for Finance & Accounting BPO Processes.

Points of View

Cognizant Makes the Biggest Indian Bet Yet on Healthcare

With the second year of the Affordable Care Act implementation rapidly approaching, Cognizant has made a major step to changing the competitive dynamic of the market for IT/BPO services to both healthcare providers and payers. The largest acquisition yet by...

Points of View

Executive Report: The State of Services and Outsourcing in 2014

Findings of our survey - the largest annual quantitative research study on services and outsourcing, conducted in June 2014.   Click here to access the replay from our September 19, 2014 webinar that examined the findings of this study.

Points of View

The Future for Outsourcing Governance Solutions

Many enterprises are trying to transform their business service functions but don’t have the needed governance capability and maturity to succeed. This lack of maturity might come in the form of a shortage of adequately skilled staff, an inconsistent approach...

Market Analysis

The HfS Market Index: EMEA: IT Services and BPO Market Size and Forecast, 2014 - 2018

HfS Research has compiled a new market sizing and market forecasting report looking at IT Services and BPO in different geographies.     This report looks at EMEA where we forecast 3.1% CAGR 2013-18 for the IT Services Market and...

Market Analysis

The HfS Market Index: Asia Pacific: IT Services and BPO Market Size and Forecast, 2014 - 2018

HfS Research has compiled a new market sizing and market forecasting report looking at IT Services and BPO in different geographies.     This report looks at Asia Pacific where we forecast 4.2% CAGR 2013-18 for the IT Services Market...

Points of View

Accenture Makes Significant As-a-Service Play; Merging Operations, Cloud and Infrastructure

While some services and consulting firms have their heads buried in the sand, clearly in denial that the services model has already entered into a fundamental shift, others are recognizing that they need to get ahead of this – and...

Points of View

Healthcare Convergence: Ways Healthcare Providers Can Thrive in a Brave New World

The level of integration necessary to successfully manage operational, financial, and contractual risk for health outcomes requires an even greater level of convergence than the industry has achieved to date. A new approach to M&A, together with shared services and...

Points of View

How Global Business Services Governance is Ripping Up the Old Outsourcing Rulebook

Global Business Services is a hot topic of conversation in executive suites around the world as leadership faces the challenges of sub-optimized service delivery channels. The future of business services is shifting to a GBS model with a higher level...

Points of View

The New Table-Stakes and Desired Outcomes of Global Services

In June 2014, 45 of the services world’s best and brightest stakeholders gathered in Cambridge UK to debate the immense transformational journey engulfing the world of BPO and IT services.  This POV captures the main insights from this event when...

Market Analysis

The HfS Market Index: North American IT Services and BPO Market Size and Forecast, 2014 - 2018

HfS Research has compiled a new market sizing and market forecasting report looking at the IT Services and BPO markets for North America 2013-18.  North American IT Services growth is forecasted ~4.1% CAGR for the period and BPO ~4.1% as...

Points of View

Sticking to a Progressive Game-Plan: Ferro and Capgemini Develop a Value-Based BPO Relationship that Goes Beyond the Basics

When Ferro selected Capgemini to be their BPO and ITO partner, Ferro was also in the midst of a financial crisis.  But by operating and governing the contract under the principles of “Progressive Operations” both parties were able to build...

Points of View

Sticking to a Progressive Game-Plan

This webinar reviewed how Ferro, a Cleveland based manufacturer of technology-based performance materials, contracted with Capgemini to undertake a transformation of key operations.    Click here for the slides   Click here for the replay    

Points of View

Outsourcing: Presumed Dead, or Poised for Reincarnation?

Outsourcing... has any business activity been so brutalized in recent years?   Many advisors proclaim it already dead and buried, some providers have removed the word from their nomenclature, while some buyers use terms like "rightshoring."     But can...

Points of View

The Four Principles of Progressive Operations

The Four Principles of Progressive Operations: Understanding Value Beyond Cost from Business Operations Integrating Services Across the Extended Enterprise  Reorienting and Redefining Operations Talent Evolving to Digital Processes and Services    

Market Analysis

Global Business Services: Market Size and Forecast 2013- 2018

Global Business Services Market Size and Forecast 2013- 2018.

Points of View

Procurement Value Index 2014

The 2014 Procurement Value Index surveyed 495 procurement professions across buy-side enterprises, procurement outsourcing advisors, service providers and consultants, as well as procurement technology suppliers to look at the current state of the procurement function.     Conducted in conjunction...

Points of View

Strong BPO Performance Inspires Wipro's Continued Growth

This document examines Wipro's Q1 2014 calendar results (Q4 2014 fiscal). What follows is the analysis of Wipro's key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances....

Points of View

Japanese Ambition for TCS as it Breaks the 300,000 Staff Barrier

This document examines TCS' Q1 2014 calendar results (Q4 2014 fiscal). What follows is the analysis of TCS' key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

Slow Growth Momentum Drains Confidence from Infosys

This document examines Infosys' Q1 2014 calendar results (Q4 2014 fiscal). What follows is the analysis of Infosys' key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

Six Market Disruptions that will Challenge the Indian Services Majors in the Next 3 to 5 Years

Today's traditional Indian majors are on safe ground for another 2 to 3 years before major disruptive changes come to the provision of services. You just need to look back 5 years to see how quickly the landscape can shift....

Points of View

SIG Buzzes to the Progressive Sourcing Sounds of Nashville

 We heard four key themes from the presentations and the hallway discussions at this year’s SIG Global Summit in Nashville.   The desire to move to progressive sourcing is greater than ever. Internal buyer management is taking center stage for...

Points of View

TCS Breaks into the HfS IT Services Top 10

This document examines the competitive landscape for IT Services in 2013, listing the leading providers by revenue for the calendar year. It provides further insight into how the competitive landscape is likely to change over the next 2 years and...

Points of View

Q4 Results Increase Confidence in 2014 Growth: Provider Wrap-Up Q4 2013

This document examines the leading IT and business service providers revenue growth in Q4 2013. Providing a rundown of the factors that are driving revenue growth in the main industry players during the quarter and looking at how these companies...

Points of View

The Ultimate Robotic Automation Debate

An HfS webinar that discusses how organizations can create the right balance for their finance shared services and outsourcing strategies in today's maturing operations environment and evolve to a global operating model that can scale more effectively, standardize processes and...

Points of View

Accenture's Results Keeping Us Sweating in the Blocks Once More

This document examines Accenture's Q1 2014 results. What follows is the analysis of Accetnure's key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

The Indian Majors Have Doubled Their Market Share of IT and Business Services in Four Years – Will it Continue?

This document looks at the growth enjoyed by the onshore- and offshore-centric service providers over the past 4 years. Looking at the factors that have made this group of providers as successful as they are and whether this growth is...

Points of View

BPO on the Brink of a New Generation: Technology Transformation

The old way of doing business process outsourcing (BPO) is fast running out of steam in today’s maturing business environment. Half of today’s BPO engagements are essentially reproducing the same processes for their clients that they were managing pre-engagement, merely...

Points of View

The Progressive BPO Train has Left the Station – Is IBM on It?

Since the divestment of its voice business to Concentrix (see link), HfS has been focusing on IBM’s medium-term strategy with its BPO business lines, with the prime focus of enterprise clients shifting towards a two-pronged requirement of operational and transformational...

Points of View

Event Report: The Sourcing Industry Blueprint 3.0: Globally Designed. Together.

The inaugural Blueprint Session 3.0 revolved around four major challenges facing all industry participants: Overcoming the singular focus on cost that strips the industry of its value Leveraging outsourcing as one of a variety of vehicles used to achieve business...

Points of View

Genpact Prepares for the New Generation of Consultative Business Process Engagements

This document examines Genpact's Q4 2013 calendar results. What follows is the analysis of Genpact's key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

The 2014 Outlook for the Extended Enterprise

Renewed economic growth, the onset of the digital enterprise, a rebounding outsourcing market and the rise of process robots.  That’s what we’re having to contend with in 2014, so we dredged up a plethora of experts for an HfS webinar...

Points of View

The 2014 HfS Research Agenda

HfS has announced its 2014 research agenda and industry-leading Blueprint Reports.  The core theme for 2014 is centered on “Defining the Extended Enterprise of the Future” across the four following research themes: Achieving Value Beyond Cost: Focusing less on the...

Points of View

IBM Exits the Low-End Server Business to Re-Focus on Big Enterprise Services

Nine years after spinning off its PC business to establish Lenovo, IBM has finally divested its low-end server business to the same firm to raise capital for investments in other cloud-related initiatives.  With the mass commoditization of the server business...

Points of View

Wipro Rediscovers its Mojo as Infrastructure and BPO Deliver Results

This document examines Wipro's Q4 2013 calendar results (Q3 2014 fiscal). What follows is the analysis of Wipro's key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

Sellers Beware: Clients are Demanding More, but do they Have their Act Together?

Providers and buyers need to be smarter about assessing their suitability for each other.

Points of View

The New “Indian Accenture”? TCS Gears Up for a Digital 2014

This document examines TCS' Q4 2013 calendar results (Q3 2014 fiscal). What follows is the analysis of TCS' key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

Heroes Don’t Scale: Establishing an Effective GBS Governance Strategy

According to a new research study by HfS Research and KPMG LLP, 49% of large corporations expressed their intent to migrate to a global business services (GBS) model over the next two years. In part, this means these enterprises will...

Points of View

GBS Revealed and De-Hyped. Really!

Google and Wikipedia might not know exactly what Global Business Services (GBS) is, but we do! HfS Research hosted an information-packed Webinar in October 2013 entitled "GBS Revealed and De-Hyped." Phil Fersht, Founder and CEO of HfS Research, likened GBS...

Points of View

Who's Going to Challenge for Indian IT Services Supremacy in 2014?

IT services is only growing at barely 4% globally, so when we look at the double-digit growth of the Indian majors, it’s more because they are winning business from the Western incumbents providers than merely exploiting new areas of business...

Points of View

Q3 Service Provider Wrap-Up: India Resurgent

This document examines the leading IT and business service providers revenue growth in Q3 2013. Providing a rundown of the factors that are driving revenue growth in the main industry players during the quarter and looking at how these companies...

Points of View

The Global Business Services Industry Study

Our landmark report, conducted with KPMG, outlines why GBS is changing the game of business services delivery. The changes taking place in business services operating models and effective sourcing strategies are coming to represent the most significant and impactful value...

Points of View

Cost-Obsessed CEOs will Fail if they Ignore the Shortcomings of their Supplier Management Capabilities

Recessions are good times for business leaders who love to focus on containing costs. Saving money is the name of the game, and executives who achieve this for their organizations become heroes. However, times of recovery are markedly different. The...

Points of View

HP and Salesforce Team-Up to Satisfy the Zombie Enterprise

HP and Salesforce.com have teamed up to provide Salesforce CRM on dedicated “Superpod” HP boxes in an effort to satisfy enterprise clients fearful of having their data situated in the Public Cloud. While many industry stakeholders quickly questioned whether the...

Points of View

2013 F&A BPO Technology Service Provider Review

We want to understand whether the deployment of technologies by service providers is fundamentally revolutionizing the F&A BPO marketplace in 2013, years after that first seemed possible. We interviewed 13 of the leading F&A BPO service providers to understand how...

Points of View

Genpact Q3 2013: Genpact Digests New Deals as its GE Business Declines

This document examines Genpact's Q3 2013 results. What follows is the analysis of Genpact's key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

The Art of Services Governance

HfS and KPMG recently hosted a Webcast on the principles of governance. Here are the highlights and opinions of those who attended.

Points of View

The Industry has Finally Spoken: GBS Revealed and De-Hyped

HfS and KPMG have spoken to over 400 major enterprises throughout September, including more than one hundred executives in leadership roles, to get the real deal on their operations and how they intend to approach the tenets of Global Business...

Points of View

The Industry has Finally Spoken GBS Revealed and De-Hyped

HfS and KPMG have spoken to over 400 major enterprises throughout September, including more than one hundred executives in leadership roles, to get the real deal on their operations and how they intend to approach the tenets of Global Business...

Points of View

TCS Q3: Remains the One to Watch

This document examines TCS' Q3 2013 results - fiscal Q2 2014. What follows is the analysis of TCS' key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

Supplier Watch: Infosys

This document examines Infosys Fiscal Q2 (Q3 2013 calendar) results. What follows is the analysis of Infosys key financial data. This data is updated quarterly to include the latest financial results, comparing and examining current results against past performances.

Points of View

When In-Memory Matters

How important are In-Memory databases to database buyers and service providers? What features are most important, what myths should be understood, and what is the difference between speed and performance in In-Memory databases?

Points of View

Announcing the HfS Governance Academy

The HfS Governance Academy provides an advanced series of instructor-led online and classroom-based training programs, designed to help global enterprise clients across the Americas, Europe and Asia/Pacific regions govern their Outsourcing and Shared Services environments more effectively and strategically.

Points of View

Accenture Procures Procurement’s Hottest Property: Procurian

You know a market's heating up when the leading specialists started gettting picked up by the top tier, and Accenture today made a massive $375 million statement of intent in the procurement and supply chain management BPO industry by acquiring...

Points of View

The Disruptive BPO Industry Forecast

While the traditional BPO market has ballooned over the past 12 years to surpass $300 Billion in annual expenditure this year, it is the “disruptive” BPO services markets which are fast becoming the growth drivers for the future. This document...

Points of View

Can Salesforce and Workday’s Hook-Up Genuinely Hurt SAP and Oracle?

With $250 billion a year being plowed into integrating and managing SAP and Oracle, the SaaS upstarts face a massive task to integrate multiple cloud apps to challenge the status quo.

Points of View

Q2 Service Provider Wrap-Up

This document examines the leading IT and business service providers revenue growth in Q2 2013. Providing a rundown of the factors that are driving revenue growth in the main industry players during the quarter and looking at how these companies...

Top 10 Reports

HfS Blueprint Market Landscape - Transformational Customer Experience Management Services

The Transformational CEM Services HfS Blueprint Market Landscape is part of a series of ongoing Blueprint Reports by HfS. This report does a deep dive into the CEM/CRM market size and forecast, key market dynamics, the competitive landscape, and a...

Top 10 Reports

HfS Blueprint Competitive Analysis - Transformational Customer Experience Management Services

The Transformational CEM Services HfS Blueprint Report is part of a series of ongoing Blueprints by HfS. Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across numerous facets in two main categories:  innovation and...

Points of View

Executive BPO Provider Profile: Capgemini

With revenues of €10.3 billion in 2012 and a headcount of approximately 125,000 globally, Capgemini challenges the leading global IT and BPO providers with its strong technology and process heritage. Moreover, its European roots, combined with its evolving footprints in...

Points of View

The Microsoft CEO's Job of Removing Elephants

What goal and characteristics should Microsoft consider for their next CEO? How would a new CEO’s excellence in reputation management and telling a story of innovation help Microsoft’s long-term fortunes?

Points of View

Moving Beyond Adequate: Principles of Progressive Shared Services & Outsourcing Governance

The art of governing a shared services and outsourcing operation has never been this challenging as we limp out of economic stagnation. The recessionary mindset is really quite simple: keep a lid on costs and keep the 'lights-on'. However, a...

Top 10 Reports

HfS Blueprint Market Landscape - Procurement Outsourcing Services

The HfS Procurement Outsourcing Market Landscape, 2013 is based on the following inputs: Procurement Enterprise Buyer Interviews: 33 enterprise buyers were recently surveyed per their buying intentions and attitudes towards Healthcare Payer BPO services during December 2012 and January 2013,...

Top 10 Reports

HfS Blueprint Competitive Analysis - Procurement Outsourcing Services

The Procurement Outsourcing (PO) market (~$3.4B)  has quickly become one of the fastest growing BPO segments in the market (CAGR 12.4% over the next 5 years) as a result of piggybacking from a mature F&A offering. Finance’s P2P linkages to procurement...

Points of View

Outsourcing is Dead, Long Live Outsourcing!

New joint research from KPMG LLP (KPMG) and HfS Research (HfS) and extensive KPMG client experience reveal the true state of the outsourcing market and its emerging place in the framework of global business services.After five years of economic purgatory,...

Points of View

Around the World and Back Again: Sourcing Services in the USA

  The United States is becoming an attractive sourcing location for IT and business services, but how viable is it, and what needs to occur to see more services evolve in Uncle Sam’s backyard, employing U.S. talent? HfS Research, with...

Points of View

Visa Reform: Much ado about nothing, or a nuclear threat to the Indian sourcing model?

HfS Research, in conjunction with Wells Fargo Securities, has conduced an industry-wide survey of enterprises, advisors and buyers of outsourcing services to gauge how concerned they are about the measures, if they are to pass Washington. Moreover, we have asked...

Points of View

Podcast: Finance and Accounting Outsourcing Market Landscape 2013

Ron Walker, a principal in KPMG’s Shared Services and Outsourcing Advisory practice, and Phil Fersht, CEO of HfS Research and author of the popular services industry blog Horses for Sources, discuss the key findings of that study. Listeners will gain...

Market Analysis

HfS Market Index N.A.: IT Services and BPO Market 2013 – 2017, Q2 2013

This document provides HfS Research’s market sizing and forecasting for North American IT and BPO services market from 2012 to 2017. The data in this report takes full calendar year 2012 results into consideration. This report analyzes the North American...

Points of View

Legal Services Outsourcing—A Market Overview

HfS examines market for Legal Process Outsourcing (LPO). Recent cost pressures in corporate legal departments has driven them to seek alternatives to traditional law firms and are increasingly turning to LPO for bulk legal work. The market for legal services outsourcing...

Points of View

The State of Outsourcing Talent... The Industry Has Spoken!

 HfS Research interviewed 282 major enterprises currently engaged in outsourcing relationships to understand whether they - and their services providers - had the right mix of talent to achieve both their short and long term business objectives when outsourcing. The resulting...

Points of View

A Tour of Robotistan: Outsourcing's Cheapest Destination

 Wish you had a robot to help tackle your workload? Well, you're not alone, and the premise has become more of a reality than you might think. As seen in the print edition of The Economist, the attraction of employing...

Points of View

State of the Outsourcing Industry 2013: Executive Findings

  IT and Finance & Accounting Dominate Outsourcing Plans:   Close to a third of high-end enterprises view Global Business Services as mission-critical Enterprises still very focused on achieving operational results when they outsourcing High-end enterprises focused on cost, mid-market...

Points of View

Is Good Enough Really Good Enough? The Great Talent Paradox in Outsourcing

People, Process, and Technology—we all know the key levers for business transformation. And we all claim that the people dimension is the most enduring source of competitive advantage. So why does talent so often get the short end of the...

Market Analysis

The HfS Market Index: European IT Services and BPO Market Size and Forecast, 2013 - 2017

    Updated January / February 2013 Market sizing based on service provider financials to Q3 2012 Sizing methodology   HfS’ market sizing relies on a consistent primary methodology that is used for each service category. HfS's primary method is...

Points of View

HfS Blueprint Market Landscape - Finance and Accounting Services

  The HfS Finance and Accounting BPO Industry Landscape, 2013 is based on the following inputs: F&A Enterprise Buyer Interviews 399 enterprise buyers were recently surveyed per their buying intentions and attitudes towards F&A BPO services during December 2012 and...

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HfS Blueprint Competitive Analysis - Finance and Accounting Services

The F&A BPO HfS Blueprint Report is the first of its kind in the global services industry. Unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across a number of facets under two main categories:...

Market Analysis

The HfS Market Index: Asia Pacific IT Services and BPO Market Size and Forecast, 2013 - 2017

  IT Services to growth 5.3% in 2013, 4.8% CAGR to 2017:   Growth led by strong professional services spending as slow economies bounce back in 2013 – pent up demand in Japan during H2 2013 Professional services preferred way...

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

The Sourcing Industry Blueprint 2.0

  Forty-one major enterprise buyers of outsourcing and eight leading service providers came together in New York City (April 2012) to discuss these challenges inherent in today’s outsourcing relationships between the enterprise buyers (customers) and their outsourced service providers. In conjunction...

Market Analysis

HfS Market Index: IT Services and BPO Market 2013 – 2017, Q1 2013

Sizing methodology HfS's market sizing relies on a consistent primary methodology that is used for each category. HfS's primary method is a supply side model that builds market dimensions by estimating revenues from the most significant service providers in each...

Points of View

The State of Banking and Financial Services in 2013: Webcast Slides

HfS and KPMG presented an open discussion on the banking and financial services industry in 2013. Joining Phil Fersht and Michael Koonts of HfS were David Kane and Stan Lepeak of KPMG. The four experts discussed the following topics: Market...

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What's Next in Finance Global Business Services?

  What are the seismic shifts in the evolving global finance sourcing landscape? HfS Research explored those grinding tectonic plates in its eye-opening September 25th Webinar with KPMG. The emerging trends include the following:   Although cost savings remain important, the new...

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HfS Research Themes for 2013

In 2013, we're planning research focused on the four industry challenges facing all global organizations: Value Beyond Cost: Changing the corporate mindset from cost-savings myopia to value-creation and growthThe Future Global Operating Model: Leveraging sourcing and shared services as vehicles...

Points of View

Executive Profile: Xerox BPO Services

  Xerox made a significant foray into the services sector with the $6.4 billion acquisition of ACS in 2010. Xerox has now completely absorbed the company as well as the branding, with the brand name Xerox henceforth (with the exception...

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Executive Company Profile: InfosysBPO

  Infosys BPO has evolved quickly into a major contender in the global BPO marketplace. The firm has quietly gone about building its BPO business streams since inception via the buyout of F&A provider Progeon, exactly six years ago and...

Points of View

HfS Survey Results: 2012 US Domestic Sourcing Study

The United States is becoming an attractive sourcing location for IT and business services, but how viable is it, and what needs to occur to see more services evolve in Uncle Sam’s backyard, employing U.S. talent? HfS Research, with the...

Points of View

HfS Survey: Rebranding of Outsourcing--Time to Lose the “O” Tag?

Our recent survey drew 871 sourcing industry respondents split across enterprise buyers, outsourcing providers, and advisors to debate the future of that dreaded word "Outsourcing."The majority of both Buyer and Provider respondents would prefer to drop the term “outsourcing”, but...

Market Analysis

2015 Market Size and Forecast for Finance and Procurement BPO

As procurement outsourcing services have matured, more organizations are adding distinctive strategic sourcing and tactical purchasing to the scope of their F&A relationships. As such, we are reporting them together to support our clients who frequently combine the two product...

Points of View

GBS: Getting Strategic About Global Sourcing Governance

  When it comes to managing outsourcing and shared services, most organizations fail to establish mature and effective governance and service management processes. Our new groundbreaking research, in which we canvassed the views of 188 senior business executives from major...

Points of View

Executive Company Profile: HP's BPO Division

  After its acquisition of EDS in 2008, HP struggled to find its place in the BPO market. Since that time, HP has regrouped, and its outsourcing services are grouped under the HP Enterprise Services umbrella. HP announced a multi-year...

Market Analysis

Surprising Trends in IT Outsourcing

  The head-long rush to use programmers in India is ebbing. CIOs are suddenly taking more of a “pick your spots” approach: some outsourced IT work may still be done in Bangalore, but some may be done in Detroit or Cleveland....

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Robotic Automation Emerges as a Threat to Traditional Low-Cost Outsourcing

 Why outsource when you can automate? For most organizations, the answer is IT bureaucracy. Budget bottlenecks and IT’s ability to convolute any process improvement with massive waterfall technology implementations, even when the need is immediate, make automation a challenge. Yet...

Points of View

Avoiding Provider Visa Traps

  Global delivery models require significant personal interaction between onshore and offshore buyer and service provider personnel. From CIOs who mandate specific onshore-to-offshore ratios to business leaders who need experienced resources to manage transitions and drive continuous improvement, staff in...

Points of View

Executive Company Profile: Genpact

  Genpact has emerged as one of the “Big Four” finance and accounting (F&A) BPO brands over the last decade, breaking the mold of the traditional “Western” providers and leading the evolution of India-headquartered providers into the BPO industry.  Today,...

Points of View

Sourcing to the USA

What lies behind locations decisions today?Where in the USA should you consider locating services?What methodology should you use to drive location decisions?How have other companies made their decisions?

Points of View

Podcast: Profiling the Changing Service Provider Market

  Phil Fersht, CEO and founder of HfS Research and author of the services industry's most popular blog Horses for Sources, discusses the dynamic and shifting outsourcing service provider market. There is a bifurcation of the market as some providers...

Points of View

Accenture Acquires Octagon Research Solutions as Competition Heats up in Pharma

  Accenture's recently announced acquisition of Octagon Research Solutions lies at the juncture of two broad trends: the pharmaceutical industry's increased interest in outsourcing solutions and the IT and business process outsourcing industry's focus on growing industry-specific capabilities.   In...

Points of View

Executive Company Profile: Accenture's BPO Business

  Accenture has very effectively evolved its 20-year-old BPO business to become a market leader in terms of market share and vision. Accenture’s sophisticated and collaborative approach to BPO fits well with the needs and demands of many of today’s...

Points of View

Achieving High-Performance BPO

In June of this year, several sourcing heavyweights gathered for an informative and lively hour-long debate about the future of business process outsourcing. Chaired by Accenture, the HfS event included a panel of speakers representing nearly every element of the...

Points of View

Executive Company Profile: EXL Services

EXL Service, or more commonly marketed as “EXL,” provides business services to a number of Global 2000 clients. The company splits their offerings into two broad sets exemplified by the new clients EXL acquired in the first quarter of 2012:...

Points of View

Executive Company Profile: WNS

WNS is a mid-tier service provider based in India, but they may be one of the best-kept secrets in the BPO market today. WNS has three primary distinctions from other large India-based BPO service providers: » WNS is a pure-play...

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Where offshore analytics is heading in 2011

The end game of conducting analytics is to gain business insight, understand performance and plan wisely for the future. To survive in today’s globally competitive environment, companies need to continuously use analytics to explore and investigate historical data. Analytics may...

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Systematic multisourcing delivers innovation and robust service integration

As firms increase their sourcing, they need to stop and rethink the model. Adding more IT and business service providers into the mix without reference to a common framework creates problems of provider misalignment and gaps in the service delivery...

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Cloud turns the spotlight on governance

Buyers: How well do you think your governance interfaces and mechanisms could handle a move to the Cloud? Data ownership, compliance, service assurance and contingency are huge issues that your governance needs to nail down. If your business is going...

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The HfS Research 2011 Outsourcing Predictions

The HfS Research 2011 Outsourcing Predictions

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Tips for making the promised BPO benefits real – alignment, focus and integration

When young to middle-age couples break up after a period of dating, there’s almost inevitably a rebound relationship, amongst one if not both of the parties (not that any of the two authors of this piece of research would know...

Points of View

Deep Thought: The Death and Rebirth of Outsourcing

Phill Fersht and Martyn Hart of the National Outsourcing Association have a wide ranging discussionIn recent months a debate has arisen around the utility – or otherwise – of the term “outsourcing”: is that one word sufficient, or appropriate, to...

Points of View

A Blueprint for the Industry known as "Outsourcing"

On April 24-25, 2012, many of the outsourcing industry power brokers gathered in New York for a defining two-day working session called the "HfS Sourcing Blueprint Sessions."This was the largest-ever gathering of senior outsourcing customer executives (buyers) without providers or...

Points of View

The Significance of Global Business Services Rises as Outsourcing Outcomes, beyond cost reduction, fall short

“Global Business Services” (GBS) is a strategic governance framework that helps organizations transform business support functions into services that solve business problems and create new, more effective solutions for both internal and external customers of the organization. GBS focuses on...

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The Future of Global Business Services, Executive Summary

In February-March 2012, HfS Research and PwC jointly conducted a groundbreaking survey, The Future of Global Business Services, to identify the drivers and results of organizational efforts to improve business support services. This is an executive summary of the results.

Points of View

TCS Executive Profile

With a compounded annual growth rate (CAGR) of 21.14%, the Indian-headquarted services giant Tata Consultancy Services (TCS) has been steadily bringing onboard new BPO clients across a wide cross-section of industries.  This executive profile covers TCS's financials, delivery locations, horizontal...

Points of View

The State of Global Sourcing in Q2 2012 (presentation)

Uncertainty with outsourcing is putting the emphasis back onto shared services, with outsourcing as a delivery componentBuyers with an even balance of outsourcing and shared services feel much more in control over their processes and in better shape to meet...

Points of View

IT’s Blue Print time, April 25th New York, New York

On 25th April 2012, after a defining two-day working session for power brokers of the outsourcing industry, the leading buyers of both ITO and BPO services will confront today’s critical issues impacting outsourcing, to establish a Blueprint for the sourcing...

Points of View

Human Resources Transformation: Is It Driving Business Performance?

Our research shows that aggressive global expansion and changing workforce characteristics have elevated the importance of recruiting, talent management, and performance management. While some human resources executives have transformed their administrative-focused organizations and regionalized departments to improve their strategic value...

Points of View

Cloud will transform business as we know it: the secret’s in the source

HfS Research, working in collaboration with the Outsourcing Unit at the London School of Economics, fielded a survey to over 1,050 global respondents at the end of 2010 to quantify the impact of IT service delivery set around third-party Cloud...

Points of View

Review of 2011 and 2012 Predictions for the Outsourcing Industry by HfS Research and Wells Fargo Securities (Webinar)

Slides from HfS Research and Wells Fargo Securities joint industry webcast, presented by Phil Fersht, Ed Caso and Esteban Herrera, reviewing the key outsourcing dynamics of 2011 and made some predictions for 2012. The webcast recording can be accessed by...

Points of View

The State of the Outsourcing Industry in 2011

2011 marks the year when the outsourcing of business processes became a mainstream component of corporate operations strategy, while IT outsourcing has truly become a commodity market.  Many enterprises took BPO strategies off the table during the economic crisis years...

Points of View

The Three Tenets Of Global Business Services Execution: Customer Alignment, Accountability, And Economies Of Scale

Turning processes on their heads to align them with corporate strategy is a challenge for the best of business leaders – especially when many are non-standard, fragmented, or even siloed. There is no doubt that reforming the plethora of prior...

Points of View

The Retail BPO Market Landscape and Service Provider FormGuide

The retail industry has been experiencing many fundamental changes over the last three decades, for example mass globalization of markets and volatile changes to consumer spending behaviors.  However, the very essence of this industry is still the same – organizations...

Points of View

Databook: The State of Outsourcing in 2011

The State of Outsourcing Study was distributed in an online format to a broad community of business and IT services industry stakeholders during July 2011, which included buyers, service providers and consultants.  The networks included the HfS Research community, of...

Points of View

What Are Business Platforms and Why Do They Represent the Future of Outsourcing?

Business Platforms are the future of business process outsourcing and represent the true fusion of the benefits provided by standardized business processes, cloud computing, and SaaS in a singular managed service delivery model.Today, most enterprises are experienced outsourcers. They’ve earned...

Points of View

Capgemini Adds Significant Order-To-Cash Depth With Vengroff Williams Acquisition

Capgemini has significantly bolstered its capabilities in the competitive Finance and Accounting Business Process Outsourcing (F&A BPO) market with its recent acquisition of order-to-cash (OTC) services provider Vengroff Williams and Associates (VWA). Our only surprise at HfS is that is...

Points of View

Getting Smart about the Cloud: How Cloud Computing is Impacting Business and how Enterprises should Plan for it

Cloud Computing is refashioning the cost, quality, speed and flexibility by which businesses can access - and suppliers can deliver - services to support business needs..  As Cloud-based services mature, many business functions can reduce their reliance on on-premise software,...

Points of View

The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing

In today’s business environment, nine out of every ten enterprises have shared services and 97 percent manage outsourcing relationships. However, the majority have yet to benefit from combining shared services and outsourcing into one integrated global business services framework. This...

Points of View

The Pharmaceutical Industry Sourcing Landscape in 2011: Pharmaceutical Outsourcing Expands To Include Core Services

The pharmaceutical industry provides essential support to the healthcare system by innovating, manufacturing, marketing and supplying drugs. Over the last few years, the most prolific change in the industry has been the expansion of focus, from primarily research and development...

Points of View

Trapped by Procurement BPO? How to Pull Your Organization Out of the Mire

We’ve been holding our collective breaths since about 2005, waiting for a barrage of giant Procurement BPO deals to clutter the analysts’ quarterly listings. Yet when it comes to larger BPO outfits in particular, big engagements are still few and...

Points of View

The Banking Industry BPO Landscape in 2011: Getting Back To Basics

The banking industry has gone through some very rough years, starting back as early as 2007, and it will continue to encounter considerable uphill battles over the unforeseeable future. Many of its challenges resulted from banks’ own actions, regulatory gaps...

Points of View

The F&A BPO Market Landscape in 2011: Re-emerging from the Recession, Re-focusing on Business Outcomes

HfS believes the market for finance and accounting business process outsourcing (F&A BPO) services is poised for a new phase of growth, as businesses recover from the Recession and focus on new strategies to drive more efficient operations in an...

Points of View

Key Considerations for Outsourcing Payroll

Human resources data is the fulcrum of any business. The ability to have real-time, integrated information about staff profiles and performance, compensation, and location is paramount to providing management with crucial information to make decisions.Moreover, for the international corporation, the...

Points of View

Offshore analytics providers

HfS Research’s recent Market Landscape report, Where offshore analytics is heading in 2011, supports this HfS FormGuide. The HfS Form Guide offers buyers a quick way to identify and understand the providers operating within a particular market niche. HfS analysts...

Points of View

The legal process outsourcing landscape in 2011

Savings from the use of Legal Process Outsourcing range from 44% through to an even more breathtaking 90%. However, outsourcing deals that are driven only by a desire for savings seldom achieve their full potential; cost has to be viewed...

Points of View

The CPO In 2011: The Toughest Job In The Global 1000

 Chief procurement officers (CPOs) may have the toughest corporate job in the world.  Their internal stakeholders are a raucous group who require everything from enterprise-class software to staplers and McKinsey consultants to TV advertising now! Their current potential suppliers deploy well-trained...

Points of View

The five themes driving the 2011 HfS Research Agenda

HfS Research has shaped a prolific research agenda in 2011 that focuses on five themes:Industry-specific sourcing strategiesBanking, insurance, utilities, energy, healthcare payor, pharmaceuticals,manufacturing, retail and legalHfS Research analysts are focusing heavily on specific sourcing dynamics and trends within industry sectorsHorizontal...

Points of View

Designing an Optimal Procurement BPO Program: Process Expertise and Realized Improvement

When Spend Matters and HfS Research decided to jointly cover the procurement BPO market in this research series, the first thought through our collective minds was simple: what’s gone wrong in a market that should have grown much faster than...

Points of View

Findings from the HfS/LSE Cloud Business Services Study

A joint research study of over 1050 global enterprises, conducted by HfS Research in conjunction with the Outsourcing Unit at the London School of Economics.

Points of View

Latin America - The next sourcing frontier or an afterthought?

In Spanish, the word “servicial” is a high compliment. It describes a person who is always ready to lend a hand, who senses what others need before they even ask. Parents teach the concept to their children, in hopes that...

Points of View

Genpact Looks to a New Era Beyond GE

In its first industry analyst conference, leading business process outsourcing (BPO) provider Genpact emphasized its business, today, is much broader than supporting General Electric’s back office and primarily delivering finance and accounting (F&A) services. The global service provider surpassed the...

Points of View

The IT outsourcing and business process outsourcing industry landscape in 2010

 The uptake in outsourcing services has always had an inverse relationship with the state of the global economy, and the recent economic crisis has proven to be no exception. When economies are in advanced periods of recession, most businesses plan...

Points of View

Cloud - the Delicate Sound of Thunder

Cloud gives organizations an inexpensive, easy, and quick way of adding new servers and hosting new Web based applications with little upfront investment.

Points of View

Reaching new performance thresholds with managed finance & accounting services

This report dives into the experiences and expectations of a selection of today’s most experienced enterprise Finance and Accounting (F&A) BPO buyers, when it comes to achieving innovation. We spoke to a collection of major F&A BPO customers which have...

Points of View

The Trouble with Sole Source - Five ways to keep your sanity during a non-competitive transaction

HfS has seen a dramatic increase in non-competitive outsourcing deals in the last 24 months and we expect to see even more in the future. The rationale is compelling: both parties get to a deal faster, without competitive pressure, while...

Points of View

Is Global BPO Insurance Ready to Grow Up?

This report investigates the global insurance BPO market and today's providers capabilities to empower insurers by integrating and transforming processes, tools, technology, as well as risk strategies.

Points of View

Desperately Seeking Innovation in Business Process Outsourcing: Enterprises Speak Out

Innovation is now the critical ingredient for most buyers of Business Process Outsourcing (BPO) services--unequivocally proven by a new HfS Research study. Most buyers of BPO services are initially delighted when they trimmed 30% of their costs on one process,...

Points of View

Service providers siloed by vertical industry are stifling innovation with clients

Achieving Innovation, defined as “deploying new and creative ways of achieving productivity or top-line growth”, has been a hot topic in outsourcing for years, but has now emerged as a key competitive differentiator for BPO providers. The lack of innovation...

Points of View

Recruitment process outsourcing: despite its potential, HR executives continue to resist the outsourcing culture

In years gone by, most companies would never have dared move the management of recruiting processes over to a third party provider. However, will this ethos change in today’s uncertain environment?The squeeze of an uncertain post-recession economy, combined with fresh...

Points of View

Capgemini differentiates its services on global delivery, but can it compete on price?

Capgemini has emphasized its global delivery acumen, by showcasing its expanding European delivery center in Krakow, Poland, to industry analysts and advisors.This dovetails with Capgemini's strategy of positioning its delivery centers in Latin America (see earlier article), Guangzhou (China) and...

Points of View

Mahindra Satyam - the bleeding has stopped, but can it regain its Tier 1 India provider status?

Mahindra Satyam recently staged its first conference as a new entity, to announce to industry that its new structure was complete, and it was a serious IT-BPO services competitor. Resurrecting itself from the biggest scandal in Indian outsourcing history, a...

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