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.
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.
The combination of emerging technologies Pfizer brought together to win the race to deliver a safe COVID-19 vaccine should be a wake-up call for every organization still pondering its operational engagement with artificial intelligence (AI), smart analytics, and automation. Under...
The business services industry has been overdue for some much-needed changes, and now digital transformation agendas are pushing a pace of change never seen before. The future is here, and there is no time to wait. So how will service...
In 2017, The Economist published a story titled, “The world’s most valuable resource is no longer oil, but data.” Since its publication, this assertion is no longer controversial. “Data is the new oil” has become a common refrain, and there...
Business leaders must get ahead of artificial intelligence (AI) and understand how and why their machines make decisions. By doing so, they can both maximize their data strategies’ success and give customers and employees the confidence and evidence they need...
When the KPIs are simply “lives saved,” there has never been a more significant case for artificial intelligence (AI) to augment the work of data analysts and provide rapid insights. Service providers can plug the skills and know-how gaps so desperately...
Since Nitin Rakesh took the helm as CEO in January 2017, Mphasis’ laser-like focus on applied emerging tech has enabled a remarkable turnaround, sustained growth, and notable acceleration during the 2020 pandemic year. As we progress through 2021, hopeful but...
The robotic process automation (RPA) market has changed substantially in the last year. As the global pandemic shone a bright light on the precise state of every enterprise’s digital maturity, or lack thereof, the need for RPA was further cemented...
If there is one lesson we will eventually take from COVID-19, it’s the paranoia that government and business leaders now live with: the constant fear that a crisis like this could ever catch them cold again. This paranoia must spur...
70:30 is post-pandemic goldilocks ratio of in-office: WFA for contact center services The benefits of digital services are all about being faster, cheaper, and more profitable—and the work-from-anywhere (WFA) economy had a huge impact on call center services. In short,...
The recent partnership between Google and Automation Anywhere (AA) has a lot more meat to it than your usual “we now integrate with…” RPA (robotic process automation) announcement. The need to automate processes in the cloud to deliver the data...
When companies with the size and stature of Aetna, Amazon, Nationwide Insurance, Microsoft, and Unilever commit to maintaining a hybrid work model well beyond COVID-19—when home working is encouraged—then businesses must prepare for a seismic shift in not just how,...
New research by HFS Research, supported by Blue Prism, surveyed 400 of the Global 2000 enterprises. The results show that over 96% of enterprises are pursuing automation as the catalyst for modernizing their legacy business processes and ultimately achieving a...
Wipro goes big and bold with its BFSI and consulting-driven acquisition of Capco The pandemic economy has leveled the playing field for many service providers—and Wipro is no exception. Enterprises must move at speed to make themselves work-from-anywhere capable, and...
2020 was the year that smart enterprises realized they had no choice but to migrate their core business operations into the cloud. While you can limp along for a little while with most of your staff working from home, your...
Design thinking is re-emerging as a critical transformational activity in 2021 as enterprise leaders move beyond their "fix-and-survive" mode to compete effectively in the "work-from-anywhere" economy Design thinking is an iterative process for solving problems creatively, fleshing out the desired...
Customer data platforms meet three critical “must-haves” for marketers—cloud, speed, and anticipation Customer data platforms (CDPs) meet three urgent needs for marketers to champion a OneOffice mindset. The cloud-based platforms can handle the pandemic-accelerated trend to work from anywhere, they...
We’re on the precipice of the New Dawn of 2021 and beyond, and we’ve got serious work to do. The billion-dollar question on everyone’s lips is making a rapid pivot to the OneOffice Mindset, which means understanding the smartest way...
The global pandemic ripped its way through traditional business operations, where nearly a million Global 2000 employees in the US, India, and the UK had been happily executing work from service centers for the last few decades. Most centers worldwide...
There have been decades of hype in AI, but where there has been myth, there has also been reality. Test your knowledge of the truth vs. hype with industry luminary, Sandeep Dadlani, Chief Digital Officer of Mars, in conversation with...
Salesforce stakes its OneOffice claim with the biggest-ever cloud acquisition. Salesforce has confirmed rumors that were swirling around for days by splashing out a whopping $27.7 billion on Slack. While this deal looks exciting on a press release - as it pits Salesforce aggressively against Microsoft as a...
Welcome to Vision 2025 – a stake in the ground and a North Star to give organizations across the globe an essential roadmap to thrive. What is clear is that technology alone cannot absorb what has been the biggest shock...
“It is not the strongest or the most intelligent who will survive but those who can best manage change.” – Charles Darwin. To survive and thrive, we have to look at a core sets of skills–and new applications of existing...
Click here to read Nowhere to hide: Embrace the most seismic technological and business change in our lifetime
Quad’s real-life experience of envisioning, deploying, and scaling automation across 29 departments. The HFS Research team is on an exciting adventure to share the real, unvarnished view on robotic process automation (RPA) experiences from customers worldwide. In partnership with Automation...
Click to read 'Cognizant's Ambition to Engineer the Modern Enterprise'
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...
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...
Click to read The Five Automation "Have-to-Haves" - You Won't Achieve Your Digital Nirvana Without Them
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...
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...
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...
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...
Click to read A Manifesto to Revitalize the BPO Industry
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...
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...
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...
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. ...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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...
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...
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,...
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...
When it comes to data integration and automation, there’s a series of complex decisions that business units and IT departments must tackle to determine the best course of action for both the short and long term. Application Programming Interface (API)-level...
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...
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...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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...
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,...
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,...
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...
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...
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?...
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...
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...
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...
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. ...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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,...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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,...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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.
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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.
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...
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...
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...
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...
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...
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...
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...
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: ...
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....
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...
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...
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...
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...
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,...
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...
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...
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.
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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),...
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),...
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),...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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),...
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...
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...
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...
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...
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...
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),...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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.
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...
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...
This report serves as a Reference Guide for Service Level Metric Analysis for Finance & Accounting BPO Processes.
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...
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.
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...
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...
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...
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...
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...
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...
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...
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...
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...
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
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...
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
Global Business Services Market Size and Forecast 2013- 2018.
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...
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....
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.
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.
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....
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...
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...
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...
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...
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.
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...
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...
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...
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...
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.
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...
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...
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...
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.
Providers and buyers need to be smarter about assessing their suitability for each other.
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.
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...
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...
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...
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...
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...
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...
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...
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...
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.
HfS and KPMG recently hosted a Webcast on the principles of governance. Here are the highlights and opinions of those who attended.
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...
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...
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.
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.
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?
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.
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...
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...
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.
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...
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...
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...
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...
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?
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...
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,...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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:...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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....
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...
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...
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,...
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?
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...
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...
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...
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...
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:...
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...
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...
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...
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...
The HfS Research 2011 Outsourcing Predictions
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...
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...
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...
“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...
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.
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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.
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...
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...
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...
Cloud gives organizations an inexpensive, easy, and quick way of adding new servers and hosting new Web based applications with little upfront investment.
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...
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...
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.
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,...
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...
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...
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...
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...
