Research

Points of View

Eradicating the Innovation Dearth in BPO: Practical Advice on how to Achieve it

As the BPO industry matures, buyers are becoming increasingly disappointed that they aren’t receiving “innovation”. Phil explores buyer expectations and steps to achieving real progress beyond “operational” improvements.

Points of View

Reaching new performance thresholds with managed finance & accounting services

This primary research based report reveals the experiences and expectations of a selection of today’s most experienced enterprise Finance and Accounting BPO buyers which have achieved innovation with a major provider.

Points of View

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

HfS shares buyer and provider observations about sole source deals along with practical suggestions: while they usually do create value, the single source process is no less painful than a competitive transaction.

Points of View

Outsourcing negotiations for the real world

HfS Research is often asked to help prepare clients for their negotiations and renegotiations with outsourcing providers. This best practice report focuses on outsourcing negotiation issues that will help clients earn a fair deal.

Points of View

CSC stakes its claim to prosper in the new IT services ecosystem

CSC has struck out in a new direction towards a long-term position as a ‘service integrator” and laying out a cloud strategy that goes beyond the usual hype. We analyze their plans for thriving in the new IT services ecosystem.

Points of View

Is Global BPO Insurance Ready to Grow Up?

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

Points of View

Desperately Seeking Innovation in Business Process Outsourcing: Enterprises Speak Out

This report dives into the experiences and expectations of today’s enterprise BPO buyers when it comes to achieving innovation, offering actionable recommendations for improving their BPO innovation agendas.

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