CEO and Chief Analyst
Phil Fersht is widely recognized as the world's leading analyst focused on reinventing business operations to exploit AI innovations and the globalization of talent. He recently coined the term "Services-as-Software" to describe the future of professional services, where people-based work is blurring with technology.
Fersht identifies change agents enabling organizations to access critical data and exploit the huge global talent base. He trademarked the term “Generative Enterprise” in 2023, articulating the pursuit of AI technologies based on Language Models to reap huge business benefits for organizations seeing to continuously generating new ideas, redefine how work gets done, and disrupt business models steeped in decades of antiquated processes and technology.
His reputation drove him to establish HFS Research in 2010, which today is one of the leading industry analyst and advisory firms and the undisputed leader in business and tech services and process technologies research.
In 2012, he authored the first analyst report on Robotic Process Automation (RPA), introducing this topic to the industry. He is widely recognized as the pioneering analyst voice that created and inspired today's RPA and process AI industry.
Fersht coined the term "OneOffice" in 2016, which describes HFS' vision for future business operations amidst the impact of cloud, automation, AI, and disruptive digital business models. OneOffice is the foundation of the hybrid (virtual-physical) workforce, where automation and AI tools augment the employee’s digital capabilities, and the workplace becomes a plug-and-play, work-from-anywhere scenario. Silos between front and back-office are collapsed into one single office, where employees are empowered and motivated by common outcomes and values.
Prior to founding HFS in 2010, Phil has held various analyst roles for Gartner (AMR) and IDC and was BPO Marketplace leader for Deloitte Consulting across the United States. Over the past 20 years, Fersht has lived and worked in Europe, North America, and Asia, where he has advised on hundreds of operations strategies, outsourcing, and global business services engagements.
He is also the author of the most widely read and acclaimed blog in the global services industry, “Horses for Sources,” which is now entering its 19th year. He regularly speaks at major industry events such as NASSCOM, ABSL, and HFS Research Summits. He has been named Analyst of the Year three times by the Institute of Industry Analyst Relations.
July 24, 2015 The Internet of Things (IoT) holds the promise of increased efficiency but realizing these gains often requires data gathered outside one’s enterprise. As one
July 16, 2015 HfS examines Accenture's recent sale of its Navitaire platform business including the rationale for the sale and key takeaways for service providers and service
July 15, 2015 A collection of the individual HfS Blueprint profile pages for 6 different Blueprints on EXL from 2015 back to 2013 that captures key strengths of the service
July 14, 2015 A collection of the individual HfS Blueprint profile pages for 8 different Blueprints on IGATE from 2015 back to 2013 that captures some of the capabilities is
July 10, 2015 In this report, HfS explores the shift in sourcing to working smarter through more simplified, intelligent operations, what we call the As-a-Service Economy.
July 1, 2015 New research into the Ideals of As-a-Service points to the rise of Design Thinking and the cultivation of creative ideas as critical to more than enterprises
May 21, 2015 CSC has carved itself up into a more manageable portion that will in HfS’s view make each entity an attractive investment target that it turn will maximize
May 19, 2015 Seven of the industry's deepest thinkers provide insight into the brave new world of the as-a-service economy.
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