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.
February 2, 2015 New research shows that 78% of European enterprises are looking at robotic process automation as way to respond to the workforce challenges created by the
January 28, 2015 Enterprise buyers/clients of sourcing: some guidance here on how, when, and why to get on the path to the "as-a-service" economy.
January 22, 2015 We did it, we went out on a limb and with the help of our robotic process automation capability we have created our predictions for 2015.
December 31, 2014 HfS looks at the possibilities created by the recent deal where Atos acquires Xerox's ITO business and an ongoing services contract in exchange for cash.
December 18, 2014 HfS Research announces its 2015 Research Agenda that will focus on the evolution of the "As-A-Service Economy."
December 11, 2014 Digital Technologies are changing the way businesses operate and compete. This report explores recent survey data to highlight how savvy enterprises are taking
November 6, 2014 The "as-a-service economy" is quickly taking over as the new source of value creation in business services. This report identifies the 10 tenets that HfS are
November 3, 2014 The market for services is changing rapidly and as the new "As-A-Service Economy" comes to the fore a new OPEX and CAPEX investment model will be required for
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