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.
November 11, 2011 Turning processes on their heads to align them with corporate strategy is a challenge for the best of business leaders.Yet, the benefits of implementing a (GBS)
October 31, 2011 Although undergoing change, retailers' essence is still inventory and demand management, supply chain optimization, and meeting margins. To them, outsourcing to
October 30, 2011 The analysis of responses of 1538 IT-BPO Buyers, Providers and Advisors received over July-August 2011 have proven that the initial goal of outsourcing, to out
October 11, 2011 Business Platforms are the future of business process outsourcing and represent the true fusion of the benefits provided by standardized business processes, and
August 12, 2011 Capgemini has bolstered its capabilities in the competitive F&A BPO market with its recent acquisition of order-to-cash services provider Vengroff Williams and
August 10, 2011 This report presents Cloud adoption strategies, an analysis of business benefits, concerns, challenges and contractual issues that need to be addressed and the
July 17, 2011 Organizations have yet to benefit from one integrated global business services framework for managing outsourcing and shared services. This report, co-authored
June 30, 2011 The most prolific recent changes in the pharmaceutical industry have been the expansion of focus from R&D to sales and marketing and process re-engineering. Our
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