Explore our latest research, analysis, and thought leadership.
October 24, 2014As cloud adoption accelerates, it creates the potential for profound changes to the service provider landscape. This report explores what is likely to unfold a
October 22, 2014Robotic Process Automation has come a long way since HfS first covered this capability in 2012 and it's time now for a Maturity Model for RPA.
October 21, 2014The arrival of business platforms and process automation is changing the established forms of BPO. In this POV we deconstruct BPO to its core elements to see
October 21, 2014Learning solution pioneer Skillsoft acquired SumTotal Systems to deliver relevant, real-world support to workers where they are working and when they need it in
October 20, 2014We discuss the industry's approach to technology integration in customer experience management solutions, using for context our discussions from the analyst day
October 16, 2014New SAP HR line of business president Mike Ettling overtly declared that SAP is going to put the service in software as a service at the annual user conference
October 16, 2014Having spent $2.7 billion on Trizetto, Cognizant’s intent for healthcare could not be more clear. This report explores why its latest acquisition of Cadient,
October 14, 2014Accenture is on a roll with the G2000, between co-branding with major clients and heightened spending on digital, IT services and BPO the business is strong.
October 10, 2014This POV analyzes the 31 deals announced in September for the key lessons to be learnt and for their alignment to the recent HfS research.
October 09, 2014This PoV analyzes the location moves of 21 service providers, and eight captives in the last quarter.
October 07, 2014In an era of constant change, companies have to consider if organizational redesign, policy & process changes, technology automation, and outsourcing – or a
October 07, 2014PeopleDoc is helping GBS functions improve workforce efficiency and effectiveness through improved HR information accessibility and accountability with its and
October 06, 2014Based on HfS' attendance of Genpact’s inaugural insurance-focused event, we discuss the key messages and observations that we took away and their potential on
October 06, 2014This report serves as a Reference Guide for Service Level Metric Analysis for Finance & Accounting BPO Processes.
September 30, 2014HfS recently spent time with Xerox’s services executives to explore the new approach that the service provider is taking to grow its BPO business and the role
September 30, 2014IPsoft's release of Amelia, an artificial intelligence platform for business processes brings a new dynamic and capability to the BPO marketplace.
September 30, 2014Big results demand big bets and this year’s Volvo Ocean Race is no exception. An all-female team will face grueling conditions but with help from Accenture a
September 26, 2014More work is being done for organizations today by people that are not on the actual payroll. Companies need to develop strategic workforce plans and workforce
September 26, 2014This paper addresses how VMO and outsourcing governance groups should interact with each other, and provides a number of specific recommendations how the two
September 26, 2014TCS recently closed down its near-shore center in Casablanca, Morocco. This PoV attempts to analyze this event and its implications on the strategy of service
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