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.
May 7, 2015 HfS launches its first Blueprint looking at the fast evolving partner ecosystem around Workday for HCM and FM services.
May 6, 2015 HfS believes Design Thinking will become an integral capability for service providers in the As-a-Service Economy who are looking to make fundamental changes to
May 4, 2015 IoT is emerging as a hot area of focus in 2015 yet given the breadth of technologies and use cases around it, predefined roadmaps for adoption may resulted in
April 24, 2015 The rumored acquisition of a stake in IGATE by Capgemini in our view is a solid buy to shore up the old model but not an exhilarating embrace of the Economy.
April 16, 2015 A new research study shows that BPO has emerged as a core operational competency. The need to develop effective partnerships with service providers to achieve
March 9, 2015 WNS's focus on active listening and engagement with their client base in select industries underscores themes for growth - higher value engagement models, and
March 2, 2015 The Progressive F&A BPO Services Blueprint looks at the performance of 22 SPs in this service offering. 47% of the Blueprint scoring is tied to proven and that
February 13, 2015 RPA in BPO is now gaining visibility at the C-level and this report shares insights from 16 early adopting enterprises on why they adopted RPA, what they like
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