HFS Hot Vendor: Ada

Ada profile

  • Lead Author: Melissa O'Brien
  • Product/Service/Hybrid: Product
  • Primary Emerging Tech: Engagement AI
  • Secondary Emerging Tech: Domain & Industry expertise
  • Functional Focus Business: Customer Enagement & CX
  • Functional Focus IT: Low Code/No Code
  • Industry: Not applicable
  • Next Gen Delivery Models: Not applicable
  • HQ Based: NA
  • Published: 2021 Q4
Ada

The volume of customer interactions is growing exponentially while customer expectations continue to evolve. Many companies, particularly those in high growth mode due to pandemic-induced consumer behavior changes, struggle to simultaneously manage customer inquiry volume and ensure a consistent experience. The Ada conversational AI (artificial intelligence) platform helps companies address customer experience (CX) at scale through automation. Ada’s automated CX framework helped its clients power more than one billion interactions last year.

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BrillioOne.ai breaks the legacy deadlock with AI-driven application modernization

CIOs can use AI to overcome complex SDLC efforts, BrillioOne.ai is an example of a services as a software solution.

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Point of View

Operational integrity is the key to flexible scaling with GenAI

GenAI transforms enterprise functions, enabling more agile workflows while thriving in well-established operational frameworks.

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Point of View

To futureproof skills, businesses must engage with the entire education system

Every business model should include engaging with schools and the entire education system as a core strategic initiative.

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Point of View

We know how to solve sustainability: Transition plan and find your critical mass

The near future for sustainability is uncertain, but the long term is not.

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Point of View

Generative Enterprise Services 2024: Our half-term report with lessons for every enterprise leader

Fresh trends and implications for every enterprise leader emerging from our ongoing research into Generative Enterprise services.

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Highlight Report

Reinventing GBS as generative business services

A fireside chat between HFS's Elena Christopher and Capgemini’s David Lumley on modernizing GBS into generative business services.

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Point of View

Transforming India’s GCCs: From cost optimizers to innovation powerhouses

GCCs shift from cost-cutting to innovation, driving growth through tech, skills, and AI. Challenges exist but are surmountable.

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Highlight Report

Amdocs taps into its telco heritage to drive growth in new industries

HFS attended Amdocs analyst event to learn how it is leveraging its solutions to address opportunities in new markets.

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Highlight Report

WNS Consult™ helps streamline and accelerate prior authorizations

Prior authorizations are notorious for reducing access to care by complex approval cycles, but the right tech can help overcome.

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Competitive Intelligence

UST: AADA Quadfecta Services Capabilities, 2024

A look at how UST performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Coforge: AADA Quadfecta Services Capabilities, 2024

A look at how Coforge performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

DataArt: AADA Quadfecta Services Capabilities, 2024

A look at how DataArt performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Impetus: AADA Quadfecta Services Capabilities, 2024

A look at how Impetus performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Mphasis: AADA Quadfecta Services Capabilities, 2024

A look at how Mphasis performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Sonata Software: AADA Quadfecta Services Capabilities, 2024

A look at how Sonata Software performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Virtusa: AADA Quadfecta Services Capabilities, 2024

A look at how Virtusa performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Wipro: AADA Quadfecta Services Capabilities, 2024

A look at how Wipro performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

WNS: AADA Quadfecta Services Capabilities, 2024

A look at how WNS performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Akkodis: AADA Quadfecta Services Capabilities, 2024

A look at how Akkodis performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Deloitte: AADA Quadfecta Services Capabilities, 2024

A look at how Deloitte performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

LTIMindtree: AADA Quadfecta Services Capabilities, 2024

A look at how LTIMindtree performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Publicis Sapient: AADA Quadfecta Services Capabilities, 2024

A look at how Publicis Sapient performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

PwC: AADA Quadfecta Services Capabilities, 2024

A look at how PwC performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Sutherland: AADA Quadfecta Services Capabilities, 2024

A look at how Sutherland performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Tech Mahindra: AADA Quadfecta Services Capabilities, 2024

A look at how Tech Mahindra performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Teleperformance: AADA Quadfecta Services Capabilities, 2024

A look at how Teleperformance performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Tiger Analytics: AADA Quadfecta Services Capabilities, 2024

A look at how Tiger Analytics performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Accenture: AADA Quadfecta Services Capabilities, 2024

A look at how Accenture performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Cognizant: AADA Quadfecta Services Capabilities, 2024

A look at how Cognizant performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Eviden: AADA Quadfecta Services Capabilities, 2024

A look at how Eviden performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

EXL: AADA Quadfecta Services Capabilities, 2024

A look at how EXL performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

EY: AADA Quadfecta Services Capabilities, 2024

A look at how EY performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

IBM: AADA Quadfecta Services Capabilities, 2024

A look at how IBM performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

Infosys: AADA Quadfecta Services Capabilities, 2024

A look at how Infosys performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

KPMG: AADA Quadfecta Services Capabilities, 2024

A look at how KPMG performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Competitive Intelligence

TCS: AADA Quadfecta Services Capabilities, 2024

A look at how TCS performed in the HFS Horizons: AADA Quadfecta Services for the Generative Enterprise™, 2024

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Highlight Report

IBM sign-posts more-with-less advantages of AI-led agentic services

IBM's agent-based system shows the industry is shifting from labor-based services to hybrid human-ai.

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Point of View

Building the ‘broker of the future’: Baldwin’s strategic GenAI deployment with Persistent

Insurance broker Baldwin Group is working with Persistent to fastcharge its GenAI adoption.

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Data Viewpoint

Strategic management of hyperscaler contracts can prevent buyer’s remorse

Our Pulse study surveyed 510 Global 2000 firms on major cloud collaboration challenges.

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Point of View

Prepare for agentic AI to shatter corporate workforces and global economies

Prepare for agentic AI to reshape workforces, flatten hierarchies, and disrupt global economies with vast social implications.

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Point of View

No burning platform? That’s a poor excuse for continually mismanaging change

Don’t wait to find your business frantically reacting to catch up.

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Point of View

Address your enterprise cultural debt first to have a fighting chance of overcoming the rest

Phil Fersht, CEO and Chief Analyst at HFS Research, talks to Cognizant CEO Ravi Kumar.

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Point of View

Indian GCCs spread their tendrils to lead the next wave of tech innovation

Enterprises that fail to recognize Indian GCCs as strategic innovation partners risk falling behind in the digital transformation.

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Horizons Report

HFS Horizons: AADA Quadfecta Services for the Generative Enterprise, 2024

The report outlines a roadmap for transformation through AI, automation, and data platforms, focusing on optimization, scaling innovation, and disruptive

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Highlight Report

Explore the future of next-gen manufacturing innovations with TCS

TCS is focusing on digital innovation in manufacturing to create customer-centric solutions and make processes efficient and agile.

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Highlight Report

AI will soon fix its long list of issues—you must be ready

Enterprises must trust in AI or get left behind by those who do – warns Cognizant CEO Ravi Kumar S.

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Point of View

‘Fastest Six’ service providers continue to demonstrate agility and flexibility

Despite the industry slowdown, the “Fastest Six” continue to double down on strategic investments, particularly GenAI.

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Highlight Report

Infosys at the forefront of next-gen automotive tech with its in-tech acquisition

Infosys acquires in-tech to enhance its capabilities in the mobility space and localize operations in the European market.

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Point of View

It’s time to restructure the influence of the six largest US healthcare enterprises

The outcomes delivered by 6 of US’s largest healthcare companies are terrible and they need to account for it.

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Point of View

From supply chains to networks, a disruptive mindset and data readiness are key to success

The term "supply chain" is a misnomer that no longer reflects the multi-tiered and interconnected reality of 2024 supply networks.

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Point of View

GenAI isn’t a threat to your job; agentic AI is

GenAI enhances jobs; agentic AI may replace them. Agentic AI autonomously handles complex tasks, threatening roles and software.

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Data Viewpoint

Time drain is not just a missed opportunity—it’s a strategic liability in an era of rapid healthcare

CFOs spend a quarter of their time on RCM—better outsourced—none on care innovation.

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Highlight Report

TCS builds Business-in-a-Box to support Xerox’s ‘Reinvention’

Xerox is overcoming dramatic business model changes with the help of the TCS business-in-a-box model.

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Hot Tech

HFS OneOffice Hot Tech: Fisent

Fisent specializes in automating complex, repetitive tasks within enterprises with applied generative AI (GenAI) process automation.

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Data Viewpoint

Modernize core banking to differentiate and future-proof beyond cost-cutting or UI polish

Banks must select their approach carefully to ensure continuously evolving systems.

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Point of View

Use our framework to win as a Generative Enterprise™

A new framework and three foundations that will help you deliver the goals of The Generative Enterprise™.

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Highlight Report

Hitachi Digital Services brings multiple entry points to help clients with IT/OT convergence

HDS aims to integrate Gen AI in IT/OT integration to meet the demand for digital engineering and create new sources of value.

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Point of View

Energy and utilities leaders must adapt to convergence or risk obsolescence

E&U leaders must adapt to sector convergence, integrating renewables, smart grids, and IoT, or face obsolescence.

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Point of View

Invest in your people—or pay more than you need to for AI

Train your way out of AI skills debt or prepare for a war for talent only those with the deepest pockets can hope to win.

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Challenger Series

HFS Challenger: Cybage

Cybage delivers value to businesses with a three-pronged approach of delivery excellence, vertical expertise, and partnership ethos.

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Highlight Report

Unit4 aims to improve the ERP experience with a new customer success model

Unit4 provides an example other vendors can follow to make it easier for customers to get more from their ERP software sooner.

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Highlight Report

Is the afterlife of RPA agentic, as UiPath suggests?

UiPath is evolving its narrative from RPA to integrated automatoin platform to agentic automation

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Point of View

New beginning for global business services value generation

How new-gen leaders in GBS are pulling away from the pack.

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Point of View

Karnataka’s draft reservation bill—a threat to Bangalore’s tech hub status—is on hold

The new labor draft bill in the Indian state of Karnataka, currently on hold, could impact IT investments.

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Highlight Report

Enterprises focused on clearing their debts are poised to scale with GenAI

Enterprises looking to scale GenAI need to address their debts, utilise COEs and address sustainability and liability.

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Point of View

BFSI's fast track to GenAI value hinges on resolving five crucial debts

BFSI's GenAI value hinges on resolving five key debts—technology, culture, skills, process, and data—to achieve sustainable value.

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Point of View

Insurers can win the digital battle by overcoming institutional complexities

Cognizant hosted an event in Hartford, to evaluate the industry’s preparedness, and served as a platform for 150 executives.

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Point of View

CFOs must become sustainability savvy to meet the evolving regulatory landscape

ESG is expected to become an integral part of financial and accounting reporting requiring CFOs to prioritize the ESG agenda.

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Point of View

Five ways GenAI disrupts the enterprise

Generative AI changes the enterprise in five significant ways - from how we use our data to how we organize and manage our teams.

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Point of View

Generative AI eats SaaS

Generative AI is allowing companies to rethink their dependence on SaaS. Building the future of software best tune and future proof for their business.

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Point of View

rhino.ai brings genAI and BRDs to automated software development

Rethink how you modernize your applications to create long-term value through universal composability that can be used on any platform.

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Point of View

AADA Quadfecta can propel the retail singularity dream, but retailers must eliminate debts

The retail singularity enabler will be the quadfecta of analytics, AI, data platforms, and automation.

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Highlight Report

Navixus helps clients navigate the reimagined path of customer experience

Tech Mahindra’s advisory arm aims to transform CX and managed services

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Point of View

How to choose the right LLM for your business challenge

Choose your LLM for its fit with your business goals and use cases and take control of your digital destiny. Business first - tech second.

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Market Impact Report

Unleashing the power of generative AI to build autonomous supply chains

GenAI could be a game-changer in building the autonomous supply chains of the future.

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Point of View

The big themes facing manufacturers in 2024

Manufacturers must prioritize integration of data and technology and focus on sustainability to get ahead.

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Point of View

CX leaders find they are in the same GenAI boat—and it's not moving nearly fast enough

The customer experience function is not reaping the benefits of GenAI.

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Point of View

How you can exploit LLMs to drive human-like cognition into your business processes

Understanding how your business can exploit human-like cognition with Generative AI is a new business fundamental

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Horizons Report

HFS Horizons: High-Tech Services, 2024

HFS Horizons: High-Tech Services, 2024 assesses how well service providers are helping their clients embrace holistic enterprise transformation through services

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Highlight Report

EY navigates new terrain after shelving Project Everest

EY adapts strategy after shelving Project Everest: integrates tech, prioritizes human-centric approach, and targets industry-specific solutions for market

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Highlight Report

EY & Dell Technologies provide enterprises with a path to innovation with Edge Cloud

EY and Dell Technologies (Dell) are carving a new path by offering CIOs their Edge Lab initiative to address the growing need to optimize workloads across cloud

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Highlight Report

How to police ChatGPT cheats

Most enterprises guide their teams not to pass off the work of GenAI as their own. But how should you police this?

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Point of View

The UK life and annuities market is running to stand still

It's time to cultivate demonstrated innovation from all geographies for UK insurers to complete their data and digital transformation.

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Highlight Report

Randstad Digital drives digital innovation with tech and talent synergy

Randstad Digital is poised to make its mark in the digital transformation landscape.

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Point of View

10 vertical specialists shaping the HFS Generative Enterprise™ ecosystem

How do you solve specific business problems with GenAI? Turn to vertical specialists. Here are 10 shaping the HFS Generative Enterprise™.

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Highlight Report

Cognizant expands its healthcare vertical capabilities horizontally

Cognizant is driving healthcare-as-a-horizontal to address the needs of non-native health enterprises.

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Point of View

Future-proof finance: Nordic region finance leaders are at the helm of change for the AI revolution

Nordic F&A leaders must prioritize tech modernization and transformation with the right talent and partners.

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Highlight Report

Infosys Topaz leads the charge for an AI-first future

Infosys Topaz spearheads the shift toward an AI-driven future, enhancing innovation and client solutions with its AI-first paradigm.

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Highlight Report

EX Profile: EY’s data and AI-driven path to enhanced employee experience

EY employs AI for enhanced employee experience, fostering growth, and productivity.

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Market Analysis

HFS Pulse 2024: The rise of AI-led technology arbitrage and the red herring of IT spending rebound

HFS’ Pulse data is here! Our state-of-the-market summary shows 2024 as the year of AI-led technology arbitrage with a lumpy spending rebound.

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Hot Tech

Hot Tech Digest - Top tech firms to watch (March 2024)

The Hot Tech Digest presents a curated selection of innovative startups that have captured the attention of analysts at HFS.

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Highlight Report

Deutsche Bank partners with Publicis Sapient to further its GenAI agenda

HFS caught up with Gil Perez of Deutsche Bank and Sean O’Donnell of Publicis Sapient to discuss how AI can drive real value.

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Highlight Report

EY delivers data-driven well-being for Kean University

EY aids Kean University in data-driven well-being approach; reflects shift in prioritizing holistic wellness for institutions.

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Point of View

Don’t let your GenAI project fail before it begins

Enterprises must address their data foundation to enable successful GenAI deployments.

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Point of View

Google and OpenAI fire the opening salvos of the next AI revolution

The latest GenAI breakthroughs from Google and OpenAI free enterprises to use data for decision making on a whole new scale.

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Point of View

Is your process intelligence tech rising to meet the challenges of enterprise scale and complexity?

KYP.ai’s Productivity 360 tackles core challenges enterprises face regarding process visibility and performance.

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Point of View

The HFS definition of enterprise AI

Our snackable AI glossary adds to your understanding of what stands behind the new tech shorthand you need to know.

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Challenger Series

HFS Challenger: SoftwareOne

Tackling the digital dichotomy through self-funded innovation.

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Highlight Report

Infosys’ Responsible AI cuts the fears holding the C-suite back

If you want a piece of the AI action, get some help to overcome the fears paralyzing C-suite decision making.

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Point of View

OptaFi delivers on its creation’s promise: real healthcare cloud

Industry cloud was a marketing narrative putting lipstick on a pig until OptaFi began emulating success at Sentara Healthcare.

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Point of View

Unleash the superpower of neurodiversity: A strategic imperative for EX

Embrace neurodiversity for innovation and better employee experience. Companies like IBM, EY, and RRD lead the way.

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Point of View

Three waves of GenAI "Hot Tech" power the future of work

HFS' focus on the Hot Tech shaping the future of work spots three waves of start-ups enterprise leaders must learn and embrace.

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Data Viewpoint

64% of organizations are still sorting out how to evolve their governance framework!

Nearly two-thirds of firms don’t have complete governance frameworks for low-code development, impeding EX and CX improvement!

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Point of View

GenAI could destroy the value of proprietary data

Emerging generative AI (GenAI) capabilities threaten the value of proprietary data. What does this mean for your data strategy?

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Highlight Report

Infosys makes bold move acquiring InSemi to bring “chip design as a service” to customers

Infosys acquires InSemi to bring semiconductor design services to industry, IoT, and GenAI solutions that drive business outcomes.

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Highlight Report

Optum helps independent primary care physicians participate in value-based care

Independent PCPs are core to America’s healthcare and community well-being; supporting them must be a national health priority.

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Point of View

Unlocking the transformative future of managed services

Managed services must move beyond legacy labor arbitrage and embrace innovative outcome-based models to unlock new sources of value.

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Data Viewpoint

Low-code enables competitive differentiation by accelerating go-to-market capabilities

Businesses embracing low-code development can outperform reluctant counterparts stuck in old development models.

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Data Viewpoint

New skill set emerges for successful GenAI use

Problem solving, adaptability, and critical thinking are the most essential skills that GenAI pioneers feel workers are lacking.

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Point of View

GenAI can put price transparency on steroids and make it actionable for all stakeholders

Healthcare enterprises can leverage GenAI and price data exposed by transparency rules to impact the triple aim of care.

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Highlight Report

Connect GenAI with your data better through process intelligence

HFS CEO Phil Fersht connects with Celonis Co-CEO Alex Rinke to explore the link between GenAI and process intelligence.

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Point of View

AWS ReInvents cloud service offerings with natural language querying and GenAI

Using natural language queries in cloud applications will improve productivity and reduce response time for solving issues.

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Point of View

GenAI for finance and accounting: Do we have the right data and use cases?

F&A will experience a significant impact from GenAI in the next few years, and the finance function will gradually adapt to it.

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Highlight Report

Tech Mahindra’s blueprint for growth leans on industry expansion and GenAI

Tech Mahindra's new CEO, Mohit Joshi, discusses his strategic vision with HFS CEO and Chief Analyst Phil Fersht.

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Point of View

These three topics will boost your understanding of the opportunities and perils of quantum computing

Understanding tunneling, entanglement, and superposition is vital for using quantum computing to solve problems and create value.

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Point of View

Understanding quantum computing is critical to preparing your firm for the next leap

Technology and business leaders must recognize quantum computing's key role in planning for future compute needs.

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Point of View

GenAI can fix the IT productivity paradox

Our cohort of experts suggests that GenAI may finally fix a productivity paradox.

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Point of View

Classics over coding? Skills to power success in the GenAI economy

We explore which skills organizations will demand more as they strive to capture value from GenAI.

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Horizons Report

HFS Horizons: Low-Code Services, 2023

This HFS Horizons research dives into the why, what, how, and so what of the low-code capabilities of 12 services firms.

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Point of View

Professional services navigate the ethical seas of GenAI while discovering new opportunities

In a roundtable co-hosted by RRD, HFS brought together legal, business, and technology leaders to understand how these firms are embracing GenAI.

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Point of View

Points, waves, and fields: The new physics of work

We explore what early innovators have learned about how generative AI will reshape enterprise value.

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Highlight Report

Infosys serves a winner for the ATP Tour

Infosys delivers data-driven insights for players and fans of the ATP Tour to improve the quality of the sport.

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Point of View

Data modernization is a digital imperative for enterprises to create business and customer value

Service providers and advisory firms must bring partners, domain knowledge, and tools to aid customers’ data modernization journeys.

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Highlight Report

Verizon Business and HCLTech seal $2.1b megadeal to redefine managed network services

Verizon Business and HCLTech's $2.1B partnership transforms network services globally, emphasizing the value of partnerships in telecom.

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Point of View

Infosys delivers a trusted financial ecosystem with blockchain for SIDBI

SIDBI recognized blockchain's ability to drive trust throughout ecosystems and turned to Infosys to make it a reality.

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Highlight Report

HCLTech’s AI-infused analytics solution provides real-time, actionable data insights for business users

HCLTech Advantage Analytics leverages cloud data services for real-time content search, simplifying data consumption for decision making.

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Highlight Report

UST boosts telecom services growth with the acquisition of MobileComm

UST’s acquisition of MobileComm will boost its attractiveness to technology buyers in cloud and wireless telecommunications firms.

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Point of View

Salesforce and IBM partner to bring the OneEcosystem™ to life

Salesforce and IBM joined forces to unleash the OneEcosystem™ approach, emphasizing the importance of partnerships for innovation.

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Point of View

Using low-code in your SDLC can accelerate delivery by 85%

Low-code brings visual software development, allows co-creation and speed to market, and speeds software delivery by up to 85%.

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Point of View

Standing in line is for the supermarket, not for software development

Why do we still use software development methodologies that waste time delivering impact? New tools can deliver real outcomes.

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Point of View

India's growing medical tourism calls for increasing healthcare-IT collaboration

Growth of medical tourism in India is incumbent upon collaboration between tech providers and healthcare providers.

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Highlight Report

Mphasis acquires and aggregates to meet CTOs’ AI needs

Mphasis’ AI offering could meet a range of CTO demands—if the team can train and retain.

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Point of View

Five steps to an autonomous, networked supply chain

Supply chains are recovering and becoming more networked and value-based.

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Highlight Report

Sonata Software amplifies Microsoft Fabric’s potential for the CIO

Microsoft Fabric and Sonata’s Lightning Build are attempting to ease the challenges of data for the enterprise.

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Hot Tech

HFS OneEcosystem Hot Vendor: DataSwitch

DataSwitch delivers an enterprise-grade, no-code, self-serviceable platform for data modernization and data engineering.

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Point of View

HCLTech’s “supercharging progress” claim is more than marketing for BFSI firms battling the

HCLTech hosted its first BFSI analyst event. Here are HFS' top takeaways for enterprises in the year of the digital dichotomy.

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Highlight Report

KPMG demonstrates there are many paths to building your innovation ecosystem

HFS analysts recently had the opportunity to engage with KPMG leaders and clients at its recent Tech & Innovation Symposium.

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Point of View

GEODIS turns to Tech Mahindra to drive new efficiencies with process intelligence

HFS connected with Tech Mahindra and its client GEODIS to learn why enterprises should consider it for process intelligence.

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Highlight Report

Cognizant: A worthy end-to-end digital provider for the platform economy

Cognizant’s engagement with the platform economy encompasses engineering, IT services, and business operations.

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Highlight Report

Genpact’s GenAI slashes insight-creation effort for life sciences and healthcare

Genpact has cut the labor effort for insight in healthcare by 90% using GenAI.

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Highlight Report

EY fixes flaws in GenAI to deliver large-scale code migration for financial services client

GenAI does not have all the answers when converting code, as EY discovered in its work for a financial services client.

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Highlight Report

IBM uses GenAI to help Euro telco call-center team work better

Valuable insight is going to waste in call centers. IBM found a fix with generative AI.

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Highlight Report

Tech Mahindra bets big on integrated cloud offerings

Tech Mahindra made five big bets on its cloud offerings, hoping its proposal aligns well with enterprises’ shifting needs.

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Highlight Report

Unit4 ERP helps Magnox through people-centric transformation

Magnox’s partners with Unit4 to expand its SaaS ERP to drive outcomes across finances, people, and reporting operations.

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Point of View

How business leaders can take control of the GenAI conversation

Generative AI is rocking the business world. It summarizes, answers questions, creates content, and creates code—but what is it?

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Highlight Report

Clinion AI responds to growing demand to serve remote clinical trials

Clinion is keen to serve the growing demand for eClinical solutions that monitor and collect data in clinical trials.

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Highlight Report

Wipro helps banks push more workloads to the cloud

Wipro is combining new industry cloud solutions with deep domain expertise to help banks embrace ‘digital’.

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Horizons Report

HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023

This Horizons report delivers our 2023 assessment of 21 travel, hospitality, and logistics industry service providers.

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Point of View

DEAS leverages GenAI to harvest 30% efficiency in operations and sourcing

With everyone discussing long-term effects, generative AI is already providing immediate benefits for low hanging use cases.

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Data Viewpoint

TWILTCH revenue growth remains sluggish in the first quarter of 2023

The latest quarterly (Q1 2023) results show a continued decline in revenue growth of TWILTCH service providers.

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Point of View

GBS rebranding: The starting point to help enterprises balance growth and cost priorities

GBS leaders need to focus on value-based outcomes and rebrand as a strategic partner to drive organizational strategic objectives.

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Market Vision Paper

UST is thriving in the age of talent wars

This mid-size service provider fosters a culture of connectivity and empathy to reshape business and work.

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Point of View

Don’t get flummoxed by data estate modernization. Get focused.

Learn how a leading US Bank worked with Capgemini and Google to modernize its data estate.

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Highlight Report

LTIMindtree’s engineering+digital scale offers RCPG firms an alternative to Tier-1 vendors

LTI’s engineering pedigree and Mindtree’s digital background make LTIMindtree a solid managed services provider to win big work.

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Point of View

In conversation with Ian Barkin: Dig deep to surface process truths

HFS interview with Ian Barkin on how he sees the process intelligence space evolving.

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Market Vision Paper

Perception isn’t always reality: The case for more effective data management

The enterprise’s trust in data is high, perhaps unrealistically high. Learn about the reasons and action items.

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Highlight Report

ServiceNow pure-play Thirdera invests for global scale

Clients tend to work with ServiceNow pure-plays because “they are not GSIs”.

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Point of View

The seven hills of nearshoring: Lisbon might be Hitachi Vantara’s best-kept secret

Enterprises looking for a partner with a nearshore presence in Europe should take a close look at Lisbon and Hitachi Vantara.

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Market Impact Report

From Surviving to Thriving in Hybrid Work

This report dives into how employee experience is defining the digital workplace.

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Highlight Report

Cognizant’s Mobica acquisition helps clients unlock their IoT potential

Cognizant has acquired Mobica, an IoT software engineering service, providing enterprises with end-to-end IoT solutions.

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Highlight Report

Accenture–ServiceNow relationship offers users new options to reinvent business operations

Enterprises expand their use of ServiceNow beyond ITSM but succeed if they work with a suitable service partner in the new space.

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Highlight Report

Wipro re-purposes its retail portfolio to foster the OneOffice™ mindset

Wipro’s CIS offerings for retail now manifest a unified retail commerce vision.

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Point of View

Manufacturers must break down IT/OT silos for effective digital transformation

Get more from your manufacturing business by harnessing data from operational technology, IoT, and IT.

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Highlight Report

Optum and LHC Group’s integration shows the power of vertical integration in healthcare

Optum and LHC Group’s integration shows the power of vertical integration in healthcare.

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Highlight Report

AYR’s 2-2-4 approach takes on “impossible” enterprise IDP challenges

To deliver speed-to-value when deploying Intelligent Document Processing, AYR is offering a refreshing 2-2-4 approach.

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Highlight Report

Technology investment should support your sustainability goals. Not the opposite

SAP was barely mentioned at PWC's SAP hackathon. Good

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Highlight Report

‘Launch by NTT DATA’ tackles transformation disconnects

Launch by NTT Data promises to streamline software engineering by delivering digital, data-driven design & experience solutions.

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Point of View

Tech Mahindra’s inorganic growth is expanding its insurance portfolio

Acquisitions bring platform capabilities as well as two new insurtechs to Tech Mahindra’s insurance practice

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Highlight Report

Wipro’s EMaaS smartly optimizes for modular Medicaid and commercial plans

Wipro’s EMaaS platform is a solution addressing state and commercial health plans’ current needs.

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Highlight Report

Comprehensive data management enables decision-making for CIO and CFO functions

Syniti drives business outcomes through data quality solutions.

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Highlight Report

Reduce risk and build cloud-native program resilience with collaborative automation

A more effective collaboration between IT Operations teams and automation can reduce the risks of cloud-native transformations

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Point of View

CX and EX an “infinite loop” for driving value as uncertainty looms

Enterprise leaders at a recent HFS roundtable supported by Uniphore shared insight on reimagining CX in an uncertain world.

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Data Viewpoint

A connected energy and utilities industry beckons—so connect up your technology plans

Investment in IoT technology tops the energy and utilities industry radars going into 2023

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Market Impact Report

Ukrainian agribusiness shows sustainability can win—even in a war

Kernel’s example is a stark reminder for leaders in all industries to not flinch on sustainability at the first inconvenience

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Highlight Report

Apromore deal offers Salesforce customers fast time-to-value

In December 2022, Salesforce led a Series B funding round, which totaled $10.3 million, in process mining specialist Apromore.

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Highlight Report

Unlock your enterprise-wide information to unleash the power of OneOffice

Content-centric integrated technology can simplify information flows and unleash the potential of OneOffice™.

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Market Impact Report

Take a holistic, humane approach toward content moderation for brand safety

A real-time content moderation strategy has become a prerequisite for every online platform.

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Point of View

Employee benefits insurance provider gains “visibility at scale” through Skan

We connected with a Skan client to understand why firms with complex tech landscapes shouldn’t disregard process intelligence.

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Highlight Report

Dark side of the moon: The $10B visibility challenge facing F500 enterprises

Organizations need visibility into software systems as much as they need it into their supply chains.

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Point of View

Circular economy efforts must link across organizations and all sustainability

How a global chemicals company and EY built and implemented a circularity measurement process.

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Point of View

Atom bank’s blend of technology and banking expertise is the key to profitability

We connected with Atom’s first employee to learn how the digital-native has consistently posted profits since June 2021

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Point of View

Ireland and Israel lead cybersecurity services delivery — here is why

CISOs or cybersecurity leaders must build a coherent location strategy in their plans - Ireland and Israel have a lot to offer.

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Point of View

Forget the hybrid hype — is “homeshore” the next CX destination?

Tech Mahindra doubles down on working from home as a distinct delivery strategy

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Highlight Report

Google reveals a fresh wave of cloud innovation at Cloud Next 2022

The Next event gives food for thought on adopting Google and how it fits into enterprises' hybrid and multi-cloud business needs.

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Point of View

Awareness, training, and governance are essential to creating low code value

Low code adoption is booming and has become a technology of high interest for businesses and software development teams.

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Highlight Report

AI regulations represent a new “GDPR moment” for HR leaders

New AI regulations in the US and Europe mean HR leaders need to understand how they deploy AI - and quickly.

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Highlight Report

Hitachi Vantara doubles down on a data architecture that bridges OT and IT

Hitachi Vantara links OT and IT with Hybrid cloud to deliver data-driven opportunities.

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Market Vision Paper

CSS Corp becomes Movate to emphasize its culture for innovating with customers

The future of services is about unlocking new sources of value with outcomes-focused partnerships.

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Point of View

COP27 was mediocre. That was the worst possible outcome

A disastrous UN summit would have been better.

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Point of View

Meet the next-generation BPM industry

BPM industry leaders must be the champions of this change, or else new companies will emerge and unseat them.

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Highlight Report

Three ideation capabilities leaders must master to win

Maintaining agility, being open to alternative ideas, and staying curious are the difference between success and calamity.

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Data Viewpoint

SaaS vendors must build ecosystem-driven security integration capabilities

SaaS vendors must build ecosystem-driven security integration capabilities.

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Point of View

CDOs must focus on value, or they will drift into irrelevance

When all roads lead to data, and business is about driving value through data, will the CDO Chief Do-it-all Officers?

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Point of View

Hottest of the Hot Vendors: Singularity Systems (AYR.ai) heats up the HFS Super Summit

Snippets of the “Hottest of the Hot Vendors” session at the recent HFS Super Summit event.

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Point of View

X takes all: experience is your brand

HFS's Melissa goes all in with a Super Sumit panel on how experience is everything!

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Point of View

Shift Your App Modernization Mindset to Unlock Value and Avoid Disillusionment

Adopting the cloud is vital to becoming a dynamic organization. Follow these steps to succeed.

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Point of View

Defining a cloud-native future state is crucial to achieving sustainable success

HFS looks at how Zensar is refocusing to drive transformation efforts at velocity and a customer's opinion of their success.

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Point of View

HCLTech delivers lessons in OneOffice transformation

Lessons learned that could help make your transformation faster and more effective.

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Point of View

Metaverse in healthcare is exciting — but not compelling enough to adopt

Metaverse is just a videogame for adults without meaningfully addressing healthcare challenges despite potential use cases.

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Point of View

NEVA Discover helps clients take a data-driven approach to redesigning processes

We discuss NICE’s latest offering and how NICE believes enterprises must take a data-driven approach to their processes.

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Highlight Report

AntWorks tunes IDP solution for Pega customers

AntWorks’ cognitive machine learning (ML) IDP solution, CMR+ is now available on the Pega Marketplace. Here we analyze the impact.

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Point of View

The glaring sustainability opportunity: ecosystem leadership must overcome excuses

Our systems are not good enough to address sustainability. Too many firms use this as an excuse for not moving first.

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Highlight Report

Doculabs and Celonis connect people and technology to drive business value

This partnership is another example of how Celonis pulls partnership levers to deliver value for clients through collaboration.

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Point of View

Your cloud transformation will fail if it is not grounded in business objectives

To help envision and articulate the outcomes for cloud native transformation, we have identified six vectors.

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Data Viewpoint

Energy and utilities companies sprint to fix their supply chains

Single-source dependencies can be a nightmare – energy and utilities companies learn an important lesson from the pandemic.

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Point of View

AI holds the cards when everyone has the same access to Web3 data

In Web3, everyone has the same access to data. Advantage resides in the power of your AI.

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Point of View

Network Rail applies an AI mindset to deal with the complexity of assets

Learn from the journey of Network Rail to apply an AI-mindset rather than just looking through the automation lens

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Highlight Report

Data is the key to unlock a refreshed vision for managed services

A look at EY's angle on the managed services market opportunity.

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Point of View

To drive value for companies, you must build collaborative ways of working

CIOs must build collaborative ecosystems to tackle today’s complexity, according to Tui Airline CIO Isabelle Droll.

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Highlight Report

PwC boosts BFS services by acquiring Applications Consulting Training Solutions

PwC acquires ACTS to address a gap in its banking and financial services and Microsoft Azure for Financial Services capabilities.

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Highlight Report

“Unstoppable companies” need to adopt a new automation mindset

Market shocks highlight the value of designing to be “anti-fragile” — built not to shatter, but to benefit from shocks.

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Point of View

Learn from the SaaS choices of OneOffice™ leaders: Part seven—cloud database and data management

Seventh and final part of our series - 'Saas choices of OneOffice leaders' - covering cloud database and data management.

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Point of View

The A-Z (nearly) of Web3

Web3 comes charging toward us with a host of baffling buzzwords and cryptic acronyms. This A-Z decodes the ones that count.

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Point of View

Financial services firms can align entire ecosystems with sustainability

Financial services firms must collaborate throughout their ecosystems to fix the global sustainability context.

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Point of View

Overturning Roe v. Wade will grievously harm the triple aim of care

The implications of overturning of Roe v Wade will be most egregious against the triple aim of care.

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Point of View

Price transparency gives health plans and self-insured employers a financial win

Price transparency is here but impacts will show up gradually across the healthcare ecosystem and affect stakeholders differently.

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Market Analysis

Digital Health Primary Care Providers holding promise to influence the triple aim of care

This market scan focuses on providers that hold the most promise for influencing the triple aim of care.

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Highlight Report

Acquiring ARSI, Firstsource adds legal collections to its debt recovery arsenal

Firstsource’s ARSI acquisition adds a timely and effective arrow to its quiver in the current debt collections market.

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Point of View

Web3 can finally deliver the internet’s promise of democratized experiences

Web3 brings the technological muscle, finally, to make the radical promise of the web an HFS OneEcosystem reality.

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Point of View

Avoid the buffering wheel—heed experiences from cloud native transformation

Organizations must adapt their operational strategies to become cloud native.

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Point of View

Stop fiddling with your old IT services architecture to be cloud native

HFS' research agenda for IT services is all about operationalizing the OneOffice.

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Highlight Report

When business is personal: Responding to war in Ukraine

Few international firms are untouched by the war in Ukraine. How should leaders respond when business gets this personal?

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Data Viewpoint

Challenges that TTL enterprises must overcome to meet their strategic objectives

TTL executives face data security, fragmented landscape systems, and a lack of centralized data to meet their strategic objectives.

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Data Viewpoint

CX services for the next wave of customer experience requires deeper, more innovative partnerships

Enterprises are not only looking for vendor services but a better partnership with greater understanding of their requirements.

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Point of View

OneOffice™ and digital transformation in action: Energy trading

The trading team of a major global energy firm is paving the way for industry-wide digital transformations.

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Data Viewpoint

You must seriously embed “security by design” to minimize security incidents

The uncontrolled deployment of new IT initiatives has led to poor security practices, resulting in increased security incidents.

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Point of View

Four imperatives prepare you for the next generation of finance and accounting

We cover four imperatives that the future finance leaders should consider to stay relevant.

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Point of View

In conversation with Venkat Raghavan, Global Head of Enterprise Analytics, Tesco

The cross-functional needs of data science, and predictive modeling, are driving a revolution in data governance.

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Point of View

For insurance firms, SaaS modernizes fragmented, monolithic technology stacks

SaaS may be the most important investment an insurance firm can make in modernizing systems.

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Highlight Report

Clairvoyant broadens EXL’s data engineering and cloud capabilities

EXL acquires Clairvoyant with a view to supplementing the foundational data engineering and cloud capabilities in its portfolio.

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Highlight Report

AAI adds FortressIQ’s process intelligence. But will customers exploit this?

Automation Anywhere (AAI) intends to support more automation in the enterprise with process discovery embedded in its platform.

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Point of View

Look for these six enablers in SaaS to support your OneEcosystem™ ambitions

Six enablers you should demand as you select the software to build out your OneEcosystem

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Market Analysis

IT/BPO merger and acquisition activities monthly snapshot—December 2021

A monthly rollup of merger and acquisition activity.

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Highlight Report

HFS coverage of SaaS just got even BETTER!

Insight into emerging players through our new Hot SaaS program and the Hot SaaS 100

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Data Viewpoint

Finance leaders: Are you prepared for a talent revolution in the next three years?

As the world is going through a digital revolution, let's also see how this change will impact the finance function talent pool.

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Data Viewpoint

Whatever the industry, sustainability is not prioritized enough. But there is progress

Industries and organizations must align their transition plans: decarbonize to net-zero and address all 17 UN Goals

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Highlight Report

Why providers must sure up their supply chain partnership and acquisition plans for 2022

Expect a scramble for supply chain capability across consulting, technology, and services firms.

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Hot Tech

HFS OneOffice Hot Vendors: Q4 2021

Welcome to a record-breaking HFS OneOffice Hot Vendors report - our first since launch in 2018 to include 10 emerging players.

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Data Viewpoint

Process mining and discovery leads the way as enterprises seek better ways of working

Investment in Process Mining and Discovery shows we are transforming not just who and what does the work-but how it gets done.

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Point of View

The Great Resignation: Can our industry survive the great talent dearth?

Demand for talent at scale continues strongly, but where will we find the talent to deliver as The Great Resignation rages on?

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Data Viewpoint

You need shared accountability and tailored engagement to foster a cybersecurity culture

Shared accountability and personalized engagement are the two essential ingredients for building a cybersecurity-conscious culture.

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Highlight Report

HCL launches MVision to help manufacturers adapt, protect, and digitize in the post-pandemic era

We examine how HCL MVision framework enables transformation for its manufacturing clients.

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Market Vision Paper

Using simplification to solve complex business problems: The OneWipro Journey

The HFS take on Wipro’s renewed strategy with its new-ish CEO and Managing Director, Thierry Delaporte.

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Highlight Report

Workato goes large on comprehensive connectivity to serve end-to-end enterprise automation

Recognizing and responding to the need to connect existing tech estates makes for a tempting proposition.

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Point of View

Banks thinking about insourcing need to think again

Is the Great Resignation spurring a BFS insourcing trend? Read on to learn why HFS thinks not.

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Point of View

CFO Vision 2025: Driving growth now and in the future

HFS F&A roundtable finds that finance cannot survive as a back-office function without focusing on driving strategic objectives.

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Point of View

Making procurement’s vision a reality with smart technology investments

HFS roundtable finds that procurement must use technology to transform processes and find new sources to drive growth.

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Market Analysis

IT/BPO merger and acquisition activities monthly snapshot—September 2021

A monthly rollup of merger and acquisition activity.

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Highlight Report

WorkFusion and SS&C combine industry chops to tackle insurers’ straight-through processing challenge

WorkFusion is linking up with SS&C to replace document-heavy, labor-intensive insurance processes with data-led automation

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Point of View

Insurers must make data-driven digital transformation the top priority

We organized a digital roundtable bringing together industry titans to understand how insurers are driving “straight to digital.”

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Point of View

Don’t let cybersecurity hysteria get you down—the HFS manifesto will guide you

Our five core research pillars and CHIEF principles provide differentiated insights to CISOs, IT and business leaders.

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Highlight Report

AML RightSource rising—the firm bags its 5th acquisition of 2021 with QuantaVerse

AML RightSource is on a mission to be the go-to firm for financial crimes mitigation services fueled by M&A

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Point of View

The pandemic molded enterprises to embark on a digital transformation journey

HFS Symposium, Digi Chat with Phil Fersht, and Manish Sharma on enterprises digital transformation journey and market adoption.

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Point of View

Unraveling the current innovation wave and the power of technology

Are ecosystems, outcomes, and diversity the keys to successful tech adoption? Read on.

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Point of View

Focus more on data-centric new ways of working and decision making

The HFS Symposium panel Discovering Data underscored the sentiments that investments in data would increase significantly.

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Point of View

C-suite Power of One panel—change, cloud, climate, and culture

The HFS OneOffice™ Digital Symposium hosted an executive panel discussing the challenges and opportunities in 2021.

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Highlight Report

Accenture acquires HRC Retail Advisory to expand retail strategy capability

Helping retailers accelerate their digitalization amid disruption.

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Highlight Report

B2B leaders must get on track with Engagement AI or miss out on sales gold

The interface between humans and AI is getting more and more important thanks to applications with specific deliverables.

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Point of View

Make sustainability about outcomes and global context

It’s code red, but in climate terms, we knew that. Business and political leaders must change their approach to sustainability.

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Point of View

Put people first to succeed with digital transformation

Digital transformation fails for three key reasons—culture, talent, and process debt.

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Point of View

Digital leaders must build in rapid adaptability to win in today’s business ecosystems

How freight business TFG Transfracht built in the adaptability and interoperability to succeed in digital ecosystems.

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Point of View

Can we tame the business monster? The future of work and technology

At our Digital Symposium, HFS' own Saurabh Gupta was joined by Paul Roehrig for a candid Digi-side Chat.

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Point of View

Cloud native seekers can still expect innovation @ scale from AWS

HFS looks at Amazon's AWS and how it blends innovation with a strong partner program to continue to be a market leader.

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Point of View

The Global Live Industry Roundtable: Shaping the 2025 Vision for Our Industry

Panel discussion to discuss some of the key future aspects of the outsourcing industry.

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Point of View

Use “rebel talent” to reshape your post-pandemic ways of working

HFS Symposium Keynote speaker Francesca Gino’s talk of 'rebel talent' shows us how to create the capacity for innovation.

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Highlight Report

Unqork’s marketplace piles pressure on low-code, no-code laggards

The rapid rise of low-code, no-code makes it harder than ever for technology leaders to ignore.

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Point of View

When it comes to property & casualty insurance, Digital is Data

Perspectives from HFS, EXL, and a selection of its P&C clients on the data-driven future of the industry.

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Point of View

Define your ERP transformation objectives and keep them time-bound

Infosys and Thales DIS are fast approaching a single global Oracle system for distributed operations.

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Highlight Report

Capgemini's Financial Services TechnoVision 2021 framework is more than meets the eye

Capgemini has released its Financial Services TechnoVision framework externally for the first time.

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Point of View

Pfizer’s vaccine proves the Power of Emerging Tech when the Burning Platform is Red Hot

Emerging tech Pfizer brought together to win the COVID-19 vaccine race should be a wake-up call for every healthcare organization.

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Highlight Report

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

Genpact is adding data engineering talent along with a compelling data quality, discovery, and lineage platform, PowerMe.

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Data Viewpoint

Tech for sustainability tops the energy industry radar

Over the next 2 years, more than 90% of energy enterprises expect sustainability to drive their emerging technology adoption.

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Point of View

When It Comes to Life Business, Digital Is Data

Perspectives from HFS, EXL, and a selection of its Life Business clients on the data-driven future of the industry.

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Market Analysis

Merger and Acquisition Activities Monthly Snapshot – May 2021

A monthly rollup of merger and acquisition activity

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Highlight Report

ignio blends ability to act with ability to reason

HFS assesses the progress of Digitate's ignio IT-led automation approach.

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Data Viewpoint

How does cloud deployment benefit your organization?

User data points to cloud benefits sought by organizations.

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Highlight Report

Process platform EvoluteIQ accelerates its evolution

Low-code business process automation platform provider almost triples its headcount in six months.

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Highlight Report

Accenture gains cloud muscle in Europe with the Linkbynet acquisition

Accenture is consistently expanding its cloud capabilities in the European market.

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Data Viewpoint

Business Process Migration Failures

Migrating to the Cloud (and becoming Cloud Native) is a hot topic within every enterprise.  Here responses from over 800 technology and business executives 60%

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Point of View

Adopting Low Code or No Code solutions can help business and technology users adapt workloads and data to

We briefly discussed LCNC solutions on how it pivots enterprise's internal team collaboration and helps reach business requirements faster and in an agile

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Highlight Report

HFS Highlight: Atos acquires Processia to bolster its PLM and Industry 4.0 capability

Atos announced the acquisition of Processia as it aims to strengthen its digital engineering and manufacturing capabilities to support client manufacturing

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Point of View

Act Now—Before Climate Change Destroys Healthcare

Climate change and healthcare's Triple Aim of improving outcomes, reducing costs, and improving experiences impact each other.

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Highlight Report

HFS Highlight: $3 billion Boomi sets new customer records as speculation mounts about Dell being ready to

Boomi – the leading integration Platform-as-a-Service (IPaaS) provider is setting new customer records amid rumors the business may be sold off by owner Dell.

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Point of View

To win trust, business leaders must take control of AI

Business leaders must understand how and why their machines make decisions so they can maximize their data strategies.

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Point of View

Emerging technology adoption has a people problem

Digital fluency is required to reap the benefits of emerging technology

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Highlight Report

HFS Highlight: Solink’s new use cases enable work-from-anywhere managers to build better experiences

Solink’s new use cases enable work-from-anywhere managers to build better brick-and-mortar experiences with connected data

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Point of View

Connect the dots between the back and front offices using Pegasystems to deliver a OneOffice experience

Pegasystems has the components to assist you in your OneOffice journey. Here we explore how.

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Highlight Report

HFS Highlight: Quorum becomes energy’s big beast of BPM

Former HFS Hot Vendor Quorum becomes energy’s big beast of BPM with M&A moves to extend capabilities and footprint

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Point of View

Your workforce has changed Now, the C-suite must adopt a NATIVE automation mindset

Business leaders on the charge toward OneOffice must rapidly come to terms with new ways to get work done. The race is on.

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Highlight Report

HFS Highlight: TCS embeds sustainability in the benefits of technology

TCS launches Clever Energy, enterprise-level energy and emission management system.

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Highlight Report

HFS Highlight: Accenture acquires industrial robotics and automation solutions provider Pollux

For the first time, Accenture has acquired an industrial robotics solutions provider, Pollux. This acquisition will expand Accenture’s capabilities in the of

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Highlight Report

HFS Highlight: TCS launches the Autoscape™ Solution Suite to drive innovation for connected and vehicle

In January 2021, TCS launched the Autoscape solution suite to accelerate the initiatives and innovation in the areas of autonomous and connected vehicles for to

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Point of View

Unchain Your Supply Chain - Adopt the OneOffice Mindset

COVID-19 shined a spotlight on supply chains, illuminating the cracks, and in December HFS organized a digital roundtable to discuss them.

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Data Viewpoint

HFS Data Viewpoint: Covid accelerates OneOffice interdisciplinary culture of data-fuelled, real-time

Covid accelerates OneOffice interdisciplinary culture of data-fuelled, real-time adaptability

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Highlight Report

HFS Highlight: Accenture’s Technology Vision 2021: Leaders have to Rise Up for a Once in a Generation

Accenture published its Technology Vision 2021 report and included an analyst briefing and discussing why is has shifted from more technology-centric to HFS its

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Point of View

Focus on digital led growth imperatives to survive and thrive

Infosys and Citizens Bank share experiences in rapid acceleration of digital transformation

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Point of View

Avoid the seven deadly IT automation sins to drive real outcomes

With often bewildering noise levels around automation, it is not easy to find your bearings in a foggy technology landscape. Thus, we are taking stock of the on

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Highlight Report

HFS Highlight: The OneOffice Emerging Tech Stack enables enterprise-wide decision-making when certainty

The OneOffice Emerging Tech stack offers the listen-learn-respond capabilities to power decision-making in our increasingly complex business environment

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Data Viewpoint

HFS Data Viewpoint: OneOffice Mindset in demand in the race for talent

Talent is the top enabler of the HFS OneOffice drive toward true digital transformation. Fifty percent (50%) of high-performing Global 2000 companies are and to

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Highlight Report

HFS Highlight: IBM’s seemingly innocuous acquisition of cloud payments fintech, Expertus Technologies,

Ever a core cog in the global core banking and payments ecosystem, IBM announced its acquisition of Expertus Technologies, a Montreal-based fintech and existing

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Highlight Report

HFS Highlight: Design sophisticated digital self-service to provide top-notch citizen experiences

ASR and NLU are the building blocks for intelligent self-service in the public sector

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Highlight Report

HFS Highlight: Cognizant continues to strengthen its digital engineering capability with Magenic

In January 2021, Cognizant has agreed to acquire Magenic Technologies, a custom software development services company in the U.S. Magenic is Cognizant's third

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Point of View

Five questions to ask about SLAs as you move to the cloud

The adoption of cloud solutions can create significant business outcomes for organizations. However, these changes require new contracts and agreements with and

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Point of View

The Hitchhiker’s Guide to Cloud Native: Align People, Process, and Culture

The shift to cloud native will dominate the next decade and drive companies to adopt HFS’ Digital OneOffice perspective. Technology will be the agent of for

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Highlight Report

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

Mphasis has a vision for providing quantum solutions—but it needs to rapidly educate potential clients if it wants to get an early-mover advantage.

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Highlight Report

HFS Highlight: Birlasoft is unlocking the power of digital through its eight pillars of growth

In December 2020, we attended the Birlasoft analyst and advisor day to know more about its overall strategy, key capabilities, and flagship client engagements

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Highlight Report

HFS Highlight: Daimler has got the timing right to embrace cloud through partnership with Infosys

Understanding the criticality of choosing the right IT service provider as a partner, in combination with its focus on slashing cost, Daimler has partnered with

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Highlight Report

HFS Highlight: Wipro signed a large contract with Metro AG to help the client organization on digital-led

This highlight discusses the latest big transformation deal that Wipro has signed with Metro AG.

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Point of View

Nowhere to Hide: Embracing the Most Seismic Technological and Business Change in our Lifetime

400 Global 2000 executives share their views on protecting, adapting, and digitizing their businesses in the new reality

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Point of View

New digital reality dictates reimagining customer and employee experience expectations

20 enterprise leaders share their strategies for transforming CX and EX in a virtual world

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Highlight Report

HFS Highlight: Accenture continue to strengthen their Industry X with the acquisition of industrial firm

Accenture is constantly deepening its expertise in supply chain and digital manufacturing capabilities by making pivotal acquisitions into Accenture Industry X.

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Highlight Report

HFS Highlight: HCL’s innovative and business-impact oriented solutions are driving engineering services

Explores engineering capability and key client engagements of HCL in different segments of engineering services across industries.

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Highlight Report

HFS Highlight: HCL positions “Digital Engineering” as next-generation services to accelerate the of

Explores HCL engineering segment including its alignment with overall HCL vision and strategy, key client engagements, and differentiating factors

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Point of View

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

HFS provides an assessment on IBM's announcement to split the company by spinning out Managed Infrastructure Services

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Point of View

Pinpointing major areas of growth will be the key to provider’s survival in the pandemic economy.

Every industry is experiencing different challenges thanks to the pandemic, and service providers must develop a unique strategy to support them

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Highlight Report

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

Focus on the power of AND for Triple-A success, whatever the business setting

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Highlight Report

HFS Highlight: Will the pandemic grind the Mphasis growth story to a halt? We don’t think so…

HFS recently attended Mphasis’ Virtual Analyst and Advisor Day to check how this dynamic mid-tier growth firm has been faring during this cruddy year.

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Highlight Report

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

Concentrix aims to endure as a WAH leader

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Highlight Report

HFS Highlight: HCL's DRYiCE software progresses toward the OneOffice

HFS assess the progress of HCL DRYiCE, a set of proprietary AI and Automation solutions

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Highlight Report

HFS Highlight: Accenture’s customer engagement acquisition strategy is aimed at OneOffice dominance in

Creative Drive and N3 are the latest additions to Accenture's CX portfolio

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Point of View

Five ways the pandemic is forever changing integrated automation

HFS’ Digital Roundtable points to the need for sustaining momentum and driving a culture of genuine process change to achieve post-pandemic digital success.

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Point of View

Use service partners to import fresh thinking to your industry

An agricultural equipment manufacturer partners with Infosys to ensure farmers have the tools and capabilities they need to feed the world

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Point of View

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

Let’s not limit the possibilities with a reductive approach to mining vs. discovery. “Process intelligence” gets at the heart of the unifying outcome that

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Point of View

Modernize and transform your business with low-code/no-code development

This POV outlines the main advantages of low-code/no-code development, and acts as a primer to our series of service provider profiles in this space

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Point of View

Use integrated automation to align your employee and customer experiences

How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX

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Point of View

Employ flexibility and integrity to woo enterprises with cultural affinity

What does cultural fit really mean? This article explores how providers can differentiate through the flexibility and integrity of their staff.

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Market Analysis

Accenture’s earnings confirm the industry’s expected struggles—and offer a glimmer of hope for

Accenture’s recent Q2 2020 earnings give service providers the opportunity to understand the state of the market after the initial shock of COVID-19.

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Point of View

Want good, cheap, and fast software delivery? Budget for testing!

“We offer three kinds of service—good, cheap, and fast—but you can only pick two.” Shifting testing into the heart of an agile development project takes

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Point of View

To secure IT assets, believe nothing and trust no one

Thinking about security in terms of keeping the bad actors out is no longer enough. Assume they can get in and think about how you will stop them when they do.

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Highlight Report

HFS Highlight: Infosys partnership with Celonis will help streamline client's SAP S/4HANA migration

Infosys clients looking towards SAP S/4HANA migration should take note of the provider’s latest partnership with process mining unicorn Celonis.

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Highlight Report

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

HFS recently launched our inaugural Industry Primer, focused on the insurance vertical.

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Highlight Report

HFS Highlight: DXC and Tradeshift collaborate to transform procure-to-pay

In this report we cover procure-to-pay process collaboration between DXC and Tradeshift

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Highlight Report

HFS Highlight: Process automation enters a deeper dimension with Pega’s X-ray Vision

With technical debt and system complexity contributing to cumbersome processes, organizations need connective tissue across the disconnected systems that

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Highlight Report

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

Highlights DXC's focus on autonomous driving technology and its recent acquisition of CMORE Automotive

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Highlight Report

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

Find out how Byte Prophecy augments Accenture's data analytics and AI capabilities

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Highlight Report

HFS Highlight: HCL Domino gets new low-code capabilities in the firm’s latest investment in platform

Since acquiring Domino from IBM, HCL has been working to revive the platform, making it one for enterprise clients to keep on their radar.

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Highlight Report

HFS Highlight: EXL PayMentor is taking debt collection digital

EXL have developed PayMentor, a modular solution that aims to streamline early-stage debt collection, and boost effectiveness.

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Highlight Report

HFS HIGHLIGHT: Hexaware invests in cloud solutions to help clients through the post COVID-19 era

Recent HFS Research anticipates a spike in cloud investments as enterprises try to handle accessibility challenges with core systems.This article focuses on

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Point of View

Bolster your digital manufacturing capability through acquisitions—the Accenture way

In this PoV, we discuss how this latest acquisition is a win-win scenario for both Accenture and Callisto.

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Point of View

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

Leadership needs to pivot at a pace many have never experienced, and only time will tell if organizations can ignite their people to turn the tides.

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Point of View

SBA and RPA: Could the real badly-behaved bot creators please stand up? Everyone is saying “It wasn’t

The SBA prohibited lenders from using RPA. And there is one big lesson for practitioners to learn from this, namely that automation cannot live in a vacuum.

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Point of View

Learn from the Paradigm Shock: Ignore BCP/DR at your own peril

The IBM GBS story to scale WFH post Covid-19

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Point of View

Retail and CPG firms must meaningfully apply integrated automation initiatives to engage customers in the

Mars, Inc shares its response to today’s paradigm shock

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Point of View

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

Providers must prepare their clients, partners, and narratives for an Industry 4.0 rush after COVID-19—while focusing on key short-term technologies

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Point of View

Enterprises should get used to constant process evaluation and WFH practices to survive not just the but

Taking a look at some of the best practices for process evaluations that enterprises should be taking during COVID-19 and beyond.

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Point of View

Providers must look to blockchain to fix the lack of supply chain transparency exposed by COVID-19

Providers must invest in and refine their blockchain solutions to win over clients looking towards transparent supply chains in the midst of COVID-19.

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Point of View

Sourcing teams must look for strong regional teams - Capgemini shores up capability in APAC with Whitesky

Capgemini's acquisition of Whitesky Labs adds Salesforce and Mulesoft talent to help shore delivery in APAC.

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Point of View

Develop digital customer tools that are seamless for customers and employees

Asynchronous messaging should simplify interactions for both the consumer and the agent.

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Point of View

Salesforce services providers must understand that client satisfaction, results from collaborative and

This POV presents the voice of the customer from the recent Salesforce Services Top 10 report, 2020.

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Point of View

Make security spending a priority during COVID-19: Enlist security service providers to secure your area

COVID-19 has caused chaos for enterprises, creating unprecedented challenges with the increase in employees working from home. These challenges have raised and

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Point of View

It’s time to level up the focus on IoT: IoT will be the backbone in the fight against future epidemics

In this PoV, we will discuss how IoT technology is being used to fight COVID-19 and why IoT needs more focus from service providers.

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Point of View

Front-office service providers must leverage smart investments to weather the COVID-19 storm

Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge

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Point of View

To drive patient-centricity, the life sciences industry needs to stop acting like a B2B industry

Consumer-driven medical devices are taking the industry by storm

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Point of View

Mortgage innovation cannot stop at the front office! Lenders must beat down back-office process debt to

Mortgage lenders are making strides toward the Digital OneOffice using emerging tech and process optimization—but they need to think bigger than task-specific

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Point of View

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

Addressing modern slavery is not just about brand image and mitigating business risk—it’s a moral (and legal) obligation.

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Point of View

F&A BPO buyers must consider the current technology climate and the environment when assessing locations

With so many aspects to consider- technology, politics, talent, environmental constraints, etc.- F&A BPO buyers must take a holistic approach when it comes to

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Point of View

Don’t overlook China for manufacturing outsourcing because of COVID-19 supply chain disruption

This PoV acts as guidelines for enterprises making decisions about diversifying their manufacturing operations from China.

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Point of View

The retail and logistics industries must look to AI to prepare their supply chains for the impacts of

The COVID-19 crisis has shocked the retail and logistics sectors, who have been fighting around the clock to ensure that it did not impact day-to-day business

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Point of View

Focus on integrated manufacturing to improve manufacturing operations

We discuss how manufacturers can integrate their operations value chain activities and provide guidelines that manufacturers should follow to implement in their

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Point of View

Leverage blockchain applications to fight COVID-19

In this PoV, we analyze the potential of blockchain to fight COVID-19, including several examples of how it has already helped us fight this pandemic.

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Point of View

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

Times of crisis must drive a new digitally optimized customer service model

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Point of View

COVID-19 will impact supermarket supply chains: producers of nonperishables must brace for roller-coaster

Bulk buying and mass panic will not last forever- current high-demand manufacturers must adapt accordingly.

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Point of View

Technology, media, and telecom—it’s your time to shine. “Digital transformation” seemed now, it

The COVID-19 pandemic will spur digital transformation initiatives across the globe. Social distancing has massive implications across the technology, media,

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Point of View

Enterprises must get creative with experience strategy to survive COVID-19

With quarantines and “social distancing” practices becoming commonplace, enterprise leaders need to adapt to this new way of life as well, re-thinking many

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Point of View

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

As we all adjust to the new abnormal, this is the time for the digital workforce to shine.

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Point of View

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

COVID-19 has created a burning platform for finance leaders to embrace analytics and AI for the best chance of success.

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Point of View

It’s not just healthcare industries that need to worry about COVID-19: Every enterprise should be to in

Cybercriminals are once again out in force, and just when you thought they couldn’t get any lower, they have quickly taken the opportunity to strike

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Point of View

COVID-19: CIOs must balance the need for immediate remote access and chaotic cloud environments

In this report, we tackle the issue CIO's are facing today as they rush to accommodate remote working in the Covid-19 crisis.

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Point of View

CX Providers must shift to digital integrated business services - Teleperformance’s TAP framework them

In this PoV, we highlight some of the key initiatives and client engagement details of Teleperformance and recommend pathways that other service providers must

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Point of View

Prioritize operations management to drive Industry 4.0 implementations

We explore the manufacturers’ challenges in this space and prescribe actions that manufacturers should keep in mind for Industry 4.0 deployments.

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Point of View

AI leaders, focus on AI governance and lifecycle management: Leverage AI GRC as a service

When AI becomes pervasive, governance and management of AI solutions’ lifecycle become a key challenge for all enterprise AI leaders who have embarked on this

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Point of View

Concentrix’s marketing solutions meet manufacturing execs’ needs, but they face competing priorities

Manufacturing providers have a strong focus on sales, marketing and aftermarket services; to cut through the competition, success stories must shine.

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Point of View

As challenger banks’ profits fail to match their growth, incumbents must continue to invest in digital

Despite continued growth from challenger banks they are struggling to make profit – incumbents investing in their own offerings could outlast them.

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Point of View

Telcos must be aware of the existential threat that tech giants present—this goes way beyond revenues;

The potential for disruption and disintermediation is high and telcos need to look beyond cost cutting and innovate their offerings and operations.

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Point of View

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

Part 2 of 2: HFS CEO Phil Fersht talks with Mohit Joshi, President, Infosys, about the banking sector, the future of Infosys and the wider market.

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Point of View

Enterprises must put humans first when using digital associates to create OneOffice experiences

Create intelligent interactions by using a human-first approach to designing digital associates.

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Point of View

Workday services customers and partners, stay abreast of the innovations at Workday to make the most of

In this POV we outline how customers and service providers can capitalize on market opportunities in the Workday services market in 2020.

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Point of View

The Ants are different, even compelling, but can they drive a genuine integrated automation proposition

2019 was a high-octane year for AntWorks as the firm's leadership laid critical groundwork for 2020, generating a lot of goodwill

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Top 10 Report

HFS Top 10 Robotic Process Automation (RPA) Software Products 2020

This report evaluates how well 17 RPA software companies are supporting and enabling their clients to scale their automation programs and drive real change.

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Point of View

Big energy consumers must visualize and take control of their usage: smart meters and IoT platforms can

A smart meter-IoT platform combination is a ticket to visualizing and controlling energy usage, cost-saving, and promoting a renewable energy market.

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Point of View

Focus on making cognitive assistants understand human behavior, not mimic humans

Cognitive assistants must be able to handle queries and form responses with precision, yet maintain social and cultural boundaries between humans and

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Point of View

Vendors: It's time to cut the crap out of your marketing strategy

For too long, service providers have focused on being everything to everyone - We take a look at how product-minded software development firm Nexient is taking

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Point of View

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

3D printing, for now, remains small scale and complex—but manufacturers can’t be complacent: find the right providers and partners for your firm.

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Point of View

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

Despite the promise of drone technology, mature services are few and far between – but crucially, there are some, and far more in the build-up phase.

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Point of View

Are your IT systems working against you? BFS firms must address creaking IT as it comes under the

Governments and corporate clients are putting more pressure on banks to sort creaking IT; they must act swiftly to avoid outcry and financial losses

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Point of View

Industrial execs must embrace disruptive innovation through providers and partners—there isn’t enough

Embrace industrial innovation while it’s booming via partners and providers, or realize too late that you can’t transform quickly enough to catch up.

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Point of View

Is OVH the cloud market’s best-kept secret? You need to know about this France-based firm with

When we think of major cloud players - the same three or four firms make the list. But new firms like OVH are starting to gain ground in the market.

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Point of View

Developing the Hyperconnected Airport for Next-Generation Passenger Experience

How the Greater Toronto Airports Authority is reimagining and modernizing operations to become an experience focused business

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Point of View

The New RPA Manifesto

HFS annouces their seven-year RPA manifesto - the industry's only realistic approach to the future success and longevity of RPA.

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Point of View

CIOs would be foolish to ignore Alibaba Cloud, even if it struggles to gain traction outside of APAC

Alibaba Cloud may be a regional player now, but the firm is investing heavily to take the battle to the major cloud giants. We examine why CIOs must include in

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Point of View

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

As the Industrial IoT expands, cybersecurity's importance must be translated across IT and OT departments, and new and legacy devices.

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Point of View

Need to address unstructured data challenges with RPA? Combine it with intelligent capture.

With the Triple-A Trifecta on the brain, HFS attended ABBYY’s recent customer- and partner-focused Content IQ Summit in Nashville to see how the company is as

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Point of View

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

Security leaders must bridge the gap between policy, academia, vendors, service providers, and society... and do it quickly.

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Point of View

Change the game with verticalized AI: NIIT Technologies’ unique play as a post-digital firm

Enterprise AI leaders must leverage AI solutions at the intersection point of horizontal technical AI capabilities and vertical-specific depth.

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Top 10 Report

HFS Enterprise AI Services Top 10 Report

This HFS Enterprise AI Services Top 10 Report examines the part service providers are playing in the rapidly growing AI landscape.

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Point of View

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

2D has reached its limits in mimicking 3D. True “holography” and AR are reinventing customer and worker experiences, minus the historical barriers.

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Point of View

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

How the highest performing organizations across the Global 2000 companies are rethinking operations and transforming interactions to support the customer

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Point of View

Take a “People-First” Approach for Omnichannel Success

How a leading sportswear company partnered to evolve its omnichannel platform from back to front

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Point of View

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

With the public sector crying out for transformation, providers must develop ecosystems that pioneer scalable use cases and define “best practice”

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Point of View

Providers must build a bespoke toolset and strategy to save the modern banking industry

Over a decade on, the Financial services industry is still reeling from the 2008 financial crisis - whether that's the changing regulatory environment or market

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Point of View

IT Leaders must find the right partner to migrate to the cloud and tear down legacy data centers. Do DXC

As enterprises push more workloads and services into cloud environments, what happens to their empty data centers? We speak to two providers catering to the for

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Point of View

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

Mid-size IT service provider LTI just announced its acquisition of Lymbyc, an artificial intelligence (AI) product firm based in Bengaluru, India.

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Point of View

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

BPO quality can be delivered in so many ways, but if you can’t leverage automation to do this at scale with significant cost reduction, you will be out of the

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Point of View

Disruption picks up pace in financial services—drive innovation or risk irrelevance

The explosion in fintech and other emerging technologies creates opportunities to radically overhaul business models and business practices.

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Point of View

Put Culture and Talent at the Heart of Your CX Partnering Strategy

Showcasing why talent and culture are so important to CX partnering strategy, through a glimpse into Teleperformance University and the Athens multi-lingual

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Point of View

You must integrate Automation to achieve Genuine Scale: How arago HIRO’s approach is helping clients

The Triple-A Trifecta of automation, artificial intelligence (AI), and smart analytics has compelled the C-suites to address their business objectives. Goals

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Point of View

Insurers must leverage change agents to offer live-time insurance

The insurance industry is ripe for disruption as consumers seek innovative ways to insure risk and change agents offer considerable opportunities.

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Point of View

Funding is flooding into insurtech startups—use them to drive innovation

For years, insurers have coasted with little to no impact from new and emerging technologies. However, the clock has run down—now’s the time to innovate

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Point of View

Process industry transformations must find a unique way of being agile

Process industries keep falling behind on the road to Industry 4.0 - agile transformations are tough, but they must find a unique path.

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Point of View

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

UK utility execs are split between cost-leadership, their customers, and sustainability; they must choose now, as "auto-switching" sweeps the market.

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Point of View

EMBRACE DIGITAL TECHNOLOGIES AND DATA-DRIVEN CULTURE TO DRIVE SUPPLY CHAIN TRANSFORMATION

Explains the characteristics and enabling technologies of the digital supply chain and guides an enterprise’s journey into this space.

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Point of View

Effective innovation hubs must make a clear link between cool tech and solving business problems

HFS Research visits Infosys Raleigh Innovation Hub on their first Analyst address.

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Point of View

Avoid IoT project pitfalls and deliver business value from the outset

IoT success is about outcomes, not just technology. Follow these 5 pathways to find real business value from the rapidly expanding IoT market.

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Point of View

Why transactional F&A must be “invisible” to elevate finance as a strategic partner

Enterprises have always wanted far more for far less from their from F&A function. But the old days of finding cheaper labor and some better packaged software

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Point of View

Why you need an integrated automation focus to drive growth

This voice of the customer (VOC) report spotlights Indecomm Global Services, a provider of SaaS-based technology and services to the mortgage industry, and its

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Point of View

Enterprises, Escape Your RPA Pigeonhole Today to Achieve End-to-End Automation

HFS interviewed enterprises using RPA, service providers delivering RPA services, and RPA software companies to triangulate on the best ways to combine RPA and

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Point of View

The Brexit Cybersecurity Talent Crisis: Enterprise leaders must act now or leave themselves exposed to a

After a sobering review, it’s clear that security leaders must put the groundwork in now if they want to weather the impending Brexit talent crisis.

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Point of View

When should you worry about investing time and energy in understanding quantum computing?

Quantum computing is a truly exciting emerging technology. It is a new type of computing that provides a fundamentally new way of solving particular Quantum new

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Point of View

10 imperative actions to get ahead of People, Power, and Politics in AI

The 3P challenges - People, Power distance and Politics - can eat the best of AI algorithms and solutions for breakfast, lunch and dinner. These softer than the

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Point of View

Why it’s important to understand Alight’s new capabilities in Workday services with Appirio

This POV details Alight’s additional capabilities after acquiring Appirio’s Workday service practice.

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Point of View

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

Insurance carriers have remained distanced from their end customers due to the nature of the industry. Connected ecosystems now offer a way for carriers to plug

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Point of View

Accenture is officially a full service digital advertising and marketing partner. But can you break down

Accenture Interactive’s latest and largest buy of Droga5 Signals a Capability Shift to OneOffice and beyond but are the enterprises ready?

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Point of View

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

Deploying machine learning at a global scale is a growing challenge for AI adoption. This POV details the challenges, and an enterprise's approach to ML with

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Point of View

Energy and utility firms must invest in blockchain to thrive in this decentralizing market

The energy market is under significant threat and incumbents must prepare themselves now for renewable energy fuelled blockchain revolution.

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Point of View

Blockchain will create genuine transparency for enterprises’ use of renewable energy. Act now.

With the social and economic impact of environmental causes becoming so critical, you must embrace blockchain to stay in the game.

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Point of View

Wipro clients must improve their understanding of digital outcomes to leverage the firm’s growing

This report examines why enterprise leaders need to build a better understanding of digital outcomes to make sense of changing business models.

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Point of View

Traditional banks: risk losing your customers if you can’t offer them better access

High street banks, you have a problem! Customers are demanding new ways to access and interact with their finances.

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Point of View

DISMISS DIVERSITY AND INCLUSION INITIATIVES AT YOUR OWN PERIL

HFS presents insights on what needs to change in the modern workplace to create sustainable businesses, gleaned at its inaugural International Women's Day

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Point of View

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

A deep-dive into the key demand-side perspectives that emerged from client interviews from our recent smart analytics research.

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Point of View

GBS leaders must align their shared services for the digital age or face extinction

Enterprise leaders are under increased pressure to pivot their businesses to meet the needs of consumers and ensure operations are agile enough to support these

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Point of View

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

Deep learning networks are the apex of AI sophistication, but don't have the equivalent of a memory. Without some type of memory, DL networks are incapable of

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Point of View

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

Deep learning networks are the apex of AI sophistication, but don't have the equivalent of a memory. Without some type of memory, DL networks are incapable of

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Top 10 Report

HFS Top 10 Application Development and Management Services 2018

HFS Top 10 Assessment of leading Application Development and Management service providers

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Point of View

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

Swarm AI is helping organizations make complex decisions that require tapping into the collective opinion of large groups of people.

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Point of View

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

Digital twins could be the form of AI to give enterprises a competitive edge in an increasingly connected world of IoT devices.

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Point of View

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

This POV looks why healthcare leaders should investigate robotic process automation (RPA), which battles complexity, digitizes broken workflows, reduces costs,

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Point of View

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

In this POV, we’ll explore the emergence of Automated Machine Learning (AutoML) which is making it much more feasible to use machine learning algorithms to

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Point of View

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

It is critical for business leaders to think about getting value from data more deliberately and effectively than in the past.

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Competitive Intelligence

Buyers' Guide to Sutherland Global Services 2018

HFS Buyers’ Guides are the premium digest on service providers capabilities, strategies, strengths, weaknesses, and financial performance.

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Point of View

Medopad and Babylon Health: Start-ups Help Patients Become Smarter and More Forward-Looking with Their

We look at two start-ups transforming how healthcare is approached to boost outcomes and support providers’ operational and delivery models.

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Point of View

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

Mobility is fast emerging as a fundamental insurtech capability. How should carriers rethink their distribution channels and product mix for it?

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Point of View

Solutions Portfolio and Close Client Relationships Are Priorities for Software Product Engineering

Voice of the Customer: Software Product Engineering Services. We spoke with more than 30 clients to understand their experiences working with service providers

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Point of View

Visual Data Labeling Is Crucial To Your Computer Vision Project

As visual data labeling advances, computer vision will be thrown open to every business looking for AI-driven competitive advantages.

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Point of View

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

A record of the key findings from the HFS FORA Summit in Cambridge (July 2–3, 2018)

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Point of View

Are you ready to move your digital transformation into a higher gear?

The next wave of digital will require faster, better controlled operations. Change gear before your competitors.

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Point of View

Why Blockchain has a future in Energy

Energy blockchain is the red-hot topic everyone is talking about, but what can it do for the energy transition?

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Point of View

A reality check on who is winning the IoT platform battle

This PoV focuses on the top 5 most used IoT platforms who are the current "winners" in the IoT platform space

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Point of View

The Digital OneManufacturing Framework defines success in Industry 4.0

Industry 4.0: The shift from mass production to mass customization

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Competitive Intelligence

Buyers' Guide to ITC Infotech

HfS Buyers’ Guides are the premium digest on service providers capabilities, strategies, strengths, weaknesses and financial performance.

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Point of View

Prioritize communication to survive the data rights paradox

Clear communication will help your enterprise survive in the GDPR age.

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Point of View

You’ll never be a Digital Enterprise until...

you’ve Integrated your Digital and Traditional Customer Channels.

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Point of View

Salesforce acquiring MuleSoft issues a death threat to service providers

Salesforce has made its largest-ever acquisition, as is takes aim to become the defacto one-stop-shop customer enterprise management suite.

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Point of View

Services expertise and industry knowledge are top priorities for Automotive Customers

Voice of the Customer: Automotive Engineering Services

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Point of View

Stitching the digital thread

How engineering service providers can help manufacturers with digitizing their value chains and staying ahead of the competition

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Point of View

How Insurance carriers must embrace insurtech to win on customer experience

Insurance carriers have an opportunity to harness insurtech to differentiate on customer experience. Here’s how.

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Point of View

10 fintechs that banks must have on their watchlists

Fintechs aren’t disruptive anymore, they’re the new face of finance

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Point of View

Essential factors for automotive engineering go-to-market success

Advanced capabilities and client partnerships are essential for automotive engineering go-to-market success

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Point of View

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

Our research allowed us the opportunity to learn about the RPA initiatives coming together at an organization where the automation leaders are doing exactly and

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Point of View

Avoid SaaS deployment failure by prioritising post-go-live services

Enterprises are failing to maximise the benefits of their SaaS deployments because they under-estimate the importance of ongoing management services.

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Point of View

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

Phil Fersht interviews Hexaware's energetic CEO R Srikrishna (aka "Keech") to shed some light on what makes a mid-tier provider like Hexaware tick

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Top 10 Report

HfS Blueprint Report: Automotive Engineering Services

The 2018 Automotive Engineering Services Blueprint analyzes 25 service providers including trends, and major market activities.

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Point of View

Amazon has reinvented Procurement and forces you to change with it

‘Amazonification’ drives the improved buyer experience imperative and better applications of technology in sourcing and procurement

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Point of View

A simple guide to avoiding poor quality IoT service providers

8 suggestions to consider before engaging with a Service Provider on an IoT project

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Top 10 Report

HfS Blueprint Report: ServiceNow Services 2018

This Blueprint takes a detailed look into the ServiceNow Services practices of major providers.

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Point of View

Insurance Customers Demand Intelligent Automation

Major study findings spotlight the emerging reality of intelligent automation for insurance carriers.

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Point of View

Services and Pricing are Top Priorities for Aerospace Engineering Services Customers

This report outlines client buying behavior and preferences in the aerospace engineering services market.

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Point of View

Allianz Takes an Ecosystem Approach to Intelligent Automation

The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.

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Point of View

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

The last few weeks have been dizzying for TCS, with two mega-deal announcements making the entire technology services industry sit up and take notice.

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Point of View

IoT Services: A Customer’s Top 10 Considerations for 2018

We predict that 2018 will be another +30% growth year for professional services firms’ internet of things (IoT) business.

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Point of View

What Enterprise IT Services Clients Want in 2018

This report dives into over 1000 client interviews conducted in 2017 to find out what IT services clients want in 2018.

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Point of View

Mergers and Acquisitions: Clients Deserve Better

Based on qualitative feedback from clients, this report examines the impact of the recent spike in M&A activity for a range of client engagements

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Point of View

The Blockchain Reality Check: Where Are We and What Can We Expect in 2018?

This PoV assesses the challenges that pioneering enterprises face in adopting blockchain and highlights several initiatives underway to manage these

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Point of View

The Power Of A Generative Ecosystem in Health and Human Services

Examples of how ecosystems are delivering impact in CA, KY, NC, and Ontario for citizens through health and human services.

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Point of View

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

RPA initiatives, in general, have not nearly met cost savings and productivity targets anything near these touted outcomes.

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Point of View

Growth Beats Cost-Cutting As Insurance Stares at Disintermediation

"Voice of the customer" trends coming out of the Insurance As-a-Service Blueprint 2017, based on interviews with 24 insurance services executives

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Point of View

Industry 4.0 Services Go-to-Market Strategy

The top strategies adopted by the Industry 4.0 service providers to expand their businesses.

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Point of View

Pushing the CX Envelope Supported by SaaS and Mobile

This report dives into the trends impacting the application services market uncovered during the Application Development and Management Blueprint.

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Point of View

SuccessFactors Services: A Growth Market That Requires Strategic Thinking

This report outlines client buying behavior and preferences in the SAP SuccessFactors services market.

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Point of View

Outsourcing Contract Practices in the Age of Intelligent Automation

Update Your Outsourcing Contract Practices to Capture the Potential of Intelligent Automation While Mitigating Risk.

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Point of View

Turbulence Ahead: Major Trends Wreak Havoc in the Infrastructure Space

Digging through the wealth of data generated from the Infrastructure Services blueprint, this report uncovers some of the major trends at play.

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Point of View

Un-Learning to Embrace a Digital OneOffice Culture

Lessons from the Chicago Summit in cultivating a OneOffice culture

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Point of View

Accelerate Data Strategy to Drive Business Outcomes

This report depicts the journey toward data-centric models with a view to drive business outcomes

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Point of View

AI will shift the balance of power to the mega ISVs

This report outlines that the market for AI enabled services is no longer confined to lower level Machine Learning.

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Point of View

Why are enterprises still clueless about unstructured data?

Companies need to be conscious of looking for unstructured data as they design their integrated OneOffice operations for the future.

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Point of View

Client Investments in CX and Security Are Likely to Keep Consultants Busy

A report analysing the quantitative and qualitative data gathered in the recently published Digital Technology Strategy and Consultancy Blueprint.

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Point of View

The need for end-to-end solution partners in Engineering services

This report outlines client buying behavior and preferences in the embedded and semiconductor engineering services market.

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Point of View

Genpact Picks up Design Firm on Digital Journey to OneOffice

Genpact has announced its intention to acquire TandemSeven, a customer experience design firm with a dynamic journey mapping tool

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Point of View

The Good, the Bad, and the Ugly of Infrastructure and Cloud Services

A report looking at the quantitative and qualitative client data gathered in the recently published infrastructure and enterprise cloud Blueprint.

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Point of View

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

The HfS “Triple A Trifecta” provides a clear and crisp articulation of the emerging change agents to transform business operations.

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Top 10 Report

HfS Blueprint: Application Testing Services 2017

The 2017 Application Testing Services Blueprint analyzes how service providers are supporting the journey toward Digital Transformation

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Top 10 Report

HfS Blueprint: IT Infra Management and Enterprise Cloud Services

The first in a series of IT Services Blueprints, this reports assesses a providers operating in the infrastructure and enterprise cloud space.

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Top 10 Report

HfS Blueprint Snapshot: RPA Providers

The 2017 RPA provider Blueprint Snapshot evaluates the leading RPA provider and provides an assessment of the market dynamics.

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Point of View

Defining the Digital OneOffice Organization

HfS defines how the Digital OneOffice is becoming the digital operations framework for the emerging organization.

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Point of View

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

This RPA Premier League Table captures the shift toward transformational projects.

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Top 10 Report

HfS Blueprint Report: Intelligent Automation 2016

The inaugural Intelligent Automation Blueprint assesses 24 leading service providers on their capabilities.

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Market Analysis

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

This document provides HfS Research market sizing and forecast for the Americas IT Services and BPO Market from 2016 to 2020.

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Point of View

SaaS Services Success Requires a Different Approach

This PoV outlines some of the challenges and recommendations for service providers offering SaaS services.

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Point of View

Knowledge: The Elixir to Drive Out HRO Inhibitions

In this second of the series, HfS zeros in on what is inhibiting the adoption of outsourced or hybrid shared service HR.

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Point of View

Viva the Revolution! The Age of the Candidate is Here

HfS will launch a Blueprint identifying the changing shape of the Recruitment Process Outsourcing market as it adapts to the As-a-Service Economy.

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Point of View

The Journey to Intelligent Operations and OneOffice —Study Findings

This report looks at the evolution of sourcing and enterprise operations, from back office efficiency to the Intelligent and Adaptable OneOffice.

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Point of View

Can Capgemini’s ODIGO Shed New Light on Customer Experience?

Capgemini begins to emphasize integrating the ODIGO interaction platform with business process services.

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Point of View

Cielo Leads the RPO Race but Its Plan Needs Refinement

HfS recently attended Cielo's analyst and client summit in Milwaukee.

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Point of View

Predictive Analytics, Outcomes and Scalability: Keys for SuccessFactors

SuccessFactors recently hosted its Influencer Summit in San Francisco, which we cover here.

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Point of View

Accenture Expands Global Cyber Ops with a BANG!

Accenture launches its Cyber Fusion Center for cybersecurity ops. Can its focus on automation, collaboration and analytics set it apart?

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Point of View

#CXforum: Gut-feel doesn't cut it - measuring true ROI of #CX Initiatives

Is there a way to meaningfully, and financially, measure the ROI of #CX-related expenditures?​

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Point of View

Have HRO Service Providers Tapped into the Power of HCM Analytics?

With data gathered in the upcoming HRaaS Blueprint, HfS lifts the lid to examine the maturity of analytics within HRO.

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Point of View

Utility Regulators Play the Cloud Catch-Up Game

Utility regulators are waking up to the reality and the possibilities of cloud computing and As-a-Service, looking to take away cloud adoption hurdles.

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Point of View

It Is About Intelligent Automation, Stupid!

We have to go back to emphasizing the Continuum of Intelligent Automation. The Continuum represents a disparate set of automation approaches.

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Point of View

Broadening the Intelligent Automation Discussion Beyond RPA and Autonomics

Automic’s Business Automation platform is addressing challenges typically not yet part of the Intelligent Automation discussion.

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Point of View

Acquisitions in HRO Are a Response to the Emerging As-a-Service Economy

In recent years, the HRO market has seen numerous acquisitions. As 2016 continues, we see no signs of it slowing down.

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Point of View

RSA’s 2016 Cyber Security Conf: “Tech, Tech, Tech, Analytics & Tech”

The 2016 Conference didn’t disappoint, with plenty of glitzy cyber tech and a few lingering questions about the future of digital trust and cyber security.

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Point of View

It’s Time for the End of Average BPO

Legacy BPO built around FTEs and systems designed with "average performance" are doomed to fail. So BPO has to change now.

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Point of View

Simplification Drives As-a-Service in Life Insurance

The OneShield deal gives us greater evidence of the insurance mid-market embracing As-a-Service far more willingly and rapidly than larger enterprises.

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Point of View

E is for Energy: How Alphabet is Gaining Competitive Advantage Through Smart Energy Investments

The Silicon Valley giants have huge energy needs. How do these companies make sure they have enough energy supply to keep their operations running? Google bets

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Point of View

Designs on Your Business: IBM's Deals Start to Ad Up

IBM announced the purchase of German digital ad agency Aperto days after the acquisition of US based agency Resource/Ammirati.

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Point of View

Davos Report: Deconstructing the Future Workforce

A report published at the World Economic Forum in Davos suggests broad disruption and job losses--critical reference points for the As-a-Service journey.

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Point of View

Managing the Transition Toward Systems of Engagement

By facilitating the transfer of unstructured data to structured workflows, ServiceNow’s offerings are targeting critical intersections of the ideals of the

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Point of View

Anticipating the Financial Implications of the As-a-Service Transition

The financial implications of the shift to the As-a-Service Economy will increasingly become a topic in discussions with shareholders and financial analysts.

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Point of View

Rage Is Adding Breadth To The Intelligent Automation Market

HfS recently met with the leadership of Rage Frameworks to see where its approach fits on the Continuum of Intelligent Automation.

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Point of View

IBM: Hacking Cyber Security with App Exchange?

IBM hacks the market with its App Exchange, highlighting the increasing value of data-centric, and enterprise-wide, approaches to digital trust.

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Point of View

Delivering MRO in the As-a-Service Economy

In the last in our series on MRO, we focus on opportunities the As-a-Service Economy will create for MRO to become an agile enterprise capability.

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Point of View

Understanding Consumers in Design Thinking Brings Providers, Clients Closer

We highlight how a simple yet powerful dataset of household consumption pattern can help design your next engagement model with the clients.

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Point of View

How to Make MRO a Proactive Contributor to Your Enterprise

MRO can be a more proactive, better managed capability so that enterprises can be more effective and adaptable with a well-defined supply chain.

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Point of View

Six Strategic Challenges to Cyber Security Today

Dealing with 21st century cyber risks requires a detailed plan of action and buy in from the C-suite to the consumer.

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Point of View

Cyber Security Needs a Reset to Adapt to Emerging Threats

Despite great progress over the past few years, the overall cyber security market is far from mature and needs a general resetting of expectations between and

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Point of View

Co-opetition in Full-Swing as Accenture Inks a Smart Partnership with AWS

AWS and Accenture announced the formation of a new business group aimed at helping clients move their business to the cloud.

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Point of View

IBM Prepares its GTS Business to Compete in the As-a-Service Economy

HfS examines the strategic changes IBM has made to its GTS business.

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Point of View

The Rise of the Digital Transformers?

All hail the rise of the Digital Transformer, a new breed of board-savvy, change-driven leader, charged with transforming enterprise-wide risk management, and

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Point of View

How to Advance the Industrialization of Testing Services?

The testing community needs to find its voice about being integrated into evolving organizational principles such as SSC and GBS or provide a distinctive and to

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Point of View

Chinese Telecom Firms Open R&D Centers in India to Gain Foothold in Massive Market

The strategic moves of Chinese telecom firms validate the predictions in our recent Engineering Services Blueprint of growth in engineering services from our on

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Point of View

Beware the “As a Servitude” Economy: Cloud Rollouts Suck Up a Lot More Resources Than You Think

Lest the world think, as they may, that HfS is an unalloyed booster of the As-a-Service Economy, we offer a caution for your consideration.

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Point of View

Autonomics Advances the Conversation Beyond RPA

Arago's expansion into the US market is a reference point that the notion of autonomics is the next wave to create value in process automation beyond RPA.

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Point of View

Why Aren’t We Talking About Testing Services?

Testing providers need to proactively engage with clients on the fundamental shift that the emerging As-a-Service Economy represents. The testing community has

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Point of View

Can Today’s Providers Deliver the Elements of Digital Trust?

BPO and IT managed security providers (MSPs) must offer security solutions that enable enterprise and brand outcomes, directly reinforcing and improving the and

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Point of View

Will We Drown In Automation?

Will a whole industry of service providers and all the jobs they provide be wiped out by the forces of automation? We don't think so as we can find examples in

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Point of View

Accenture Spearheads Retail Transformation With Javelin Group Acquisition

Accenture’s acquisition of the Javelin group complements its vision of positioning itself as an end-to-end digital partner for this next wave of growth for

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Point of View

IPsoft Acquires ab1 Group Recognizing the Transformational Character of Process Automation

HfS believes that the discussion of RPA and autonomics needs to recognize the transformational opportunities of and requirements for these technologies.

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Point of View

Betting Big & Being Agile: Atos Brings Core Strengths to the “As-a-Service Economy”

Atos is a service provider who is bringing core strengths of an agile and open culture together with a willingness to make big bets to the "As-a-Service as it

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Point of View

Digital Opportunity In Asia-Pacific

Digital appears to be a significant opportunity in Asia-Pacific but surprisingly it is not on the radar screens of many regional service providers.

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Point of View

Workforce Support Services Demand Diversity

Beyond attractive locations HR service centers must support diversity in all forms from language and culture to SaaS and managed services. A clear human capital

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Point of View

How the CTO is changing BPO

To remain relevant to evolving client needs, BPO service providers must be investing in creating a strong CTO position and empowering that role with the budgets

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Point of View

Luxoft – A Next-Gen Services Provider for a Next-Gen Market

In the face of a changing market, Luxoft provides us with a model for how to operate a next generation IT services firm. In doing so, it sheds light on how the

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Point of View

Wipro Keeps The Mega-Deal Dream Alive

Wipro recently announced its latest win in the Canadian IT services and infrastructure market - a $1.1 Billion strategic alliance with Alberta-based ATCO Ltd.

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Point of View

Reorienting HR to Create the Employee Experience

As marketing drove new business growth by addressing the customer experience, HR needs to actively design new workforce service models focused on the employee

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Point of View

Buyers Must Avoid Legacy Solution Architects to “Cross the BPO Chasm"

In order for clients and service providers to move to the world of "progressive outsourcing", the skills and capabilities of solution architects need to change.

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Point of View

Can a Computer Make you Coffee?

IBM, a leading developer of cognitive computing technologies is continuing to evolve IBM Watson by enabling it to enter into the self service segment of CEM and

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Point of View

Legal Services Outsourcing—A Market Overview

HfS examines market for Legal Process Outsourcing (LPO). Recent cost pressures in corporate legal departments has driven them to seek alternatives to law firms

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Point of View

It's Not You, It's Me: Change Management Ownership

Reports from our large community suggest that executives are deeply troubled by low rates of change adoption.

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Point of View

Starting a BPO Journey in Expert Mode

This report highlights a successfully evolving partnership between a major US-based bank and a leading service provider, Genpact.

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Point of View

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

HfS and KPMG presented an open discussion on the banking and financial services industry in 2013. See the slides here.

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Point of View

Introducing Provider Capability Blueprints

This document introduces the Provider Capability Blueprint, our methodology to evaluate service provider marketplaces.

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Point of View

Executive Company Profile: WNS

WNS is a mid-tier service provider based in India, but they may be one of the best-kept secrets in the BPO market today.

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