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 15, 2013 We examine the IT Services and BPO Market from 2013 to 2017. Our primary method is a supply side model that builds market dimensions by estimating revenues from
February 5, 2013 HfS and KPMG presented an open discussion on the banking and financial services industry in 2013. See the slides here.
December 21, 2012 What are the seismic shifts in the evolving global finance sourcing landscape? HfS Research explored those grinding tectonic plates in its eye-opening September
December 18, 2012 In this document, we share our research themes for 2013.
December 16, 2012 Infosys BPO has evolved quickly into a major contender in the global BPO marketplace. The firm has quietly gone about building its BPO business streams since of
December 16, 2012 Xerox made a significant foray into the services sector with the $6.4 billion acquisition of ACS in 2010. Xerox has now completely absorbed it as well as the of
November 30, 2012 Our recent survey drew 871 sourcing industry respondents split across enterprise buyers, outsourcing providers, and advisors to debate the future of that word
November 30, 2012 HfS Research, with the support of the Sourcing Interests Group, conducted the largest-ever study of U.S. enterprises to ascertain how real the prospect of the a
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