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.
April 12, 2013 We examine the finding of our survey--the largest-ever quantitative industry study covering both IT and business process outsourcing--conducted from December to
April 9, 2013 Outsourcing initiatives only deliver sustainable value when enterprises and their outsourcing providers invest in developing the talent that actually fuels the
March 29, 2013 HfS’ State of Outsourcing 2013 Study, conducted with the support of KPMG covers 1355 major enterprise and supplier industry stakeholders.
March 25, 2013 The F&A BPO HfS Blueprint Report is the first of its kind in the global services industry. Unlike other quadrants and matrices, the HfS Blueprint identifies a
March 25, 2013 The HfS F&A BPO Industry Landscape 2013 uses input from F&A Enterprise Buyer Interviews, Service Provider Briefings and F&A Contract Information, HfS Analysts
March 10, 2013 IT Services to growth 5.3% in 2013, 4.8% CAGR to 2017.
February 27, 2013 This report highlights a successfully evolving partnership between a major US-based bank and a leading service provider, Genpact.
February 18, 2013 The Blueprint for the Industry Known as “Outsourcing” identified four challenges the outsourcing industry faces: Value Beyond Cost, The Future Operating and
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