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.
June 13, 2011 We’ve been holding our collective breaths since 2005, waiting for a barrage of giant Procurement BPO deals. Big engagements are still few and far between, a
May 24, 2011 Banking has gone through some very rough years. It will continue to encounter considerable uphill battles over the unforeseeable future. Rebuilding customer and
April 19, 2011 HfS believes the market for finance and accounting business process outsourcing (F&A BPO) services is poised for a new phase of growth. In this report, we an
January 26, 2011 This HfS Market Landscape evaluates the growing global LPO market - the core trends and dynamics, and examines the services provider landscape.
January 8, 2011 Chief procurement officers may have the toughest corporate job in the world. Their internal stakeholders are a raucous group who require everything from and to
January 1, 2011 Nearly every IT-BPO provider has wrestled with a Latin American strategy. While it is a large, relatively prosperous market with a wealth of well-educated it is
January 1, 2011 Results from the joint research study of over 1050 global enterprises, conducted by HfS Research in conjunction with the Outsourcing Unit at the London School
January 1, 2011 When Spend Matters and HfS Research decided to jointly study procurement BPO, our first observation was simple: what’s gone wrong in a market that should have
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