HFS PODCASTS

In this episode of HFS Unfiltered Stories, Saurabh Gupta, President of Research and Advisory Services at HFS Research, chats with Gil Rosen, Chief Marketing Officer at Amdocs. They discuss Amdocs' bold move into broader IT services with the launch of Amdocs Studios. Gil explains how Amdocs is uniquely positioned to lead the emerging "services as software" revolution by leveraging its product-led heritage, deep R&D capabilities, and extensive experience in large-scale digital transformations.The conversation explores how Amdocs is working to transcend its telecom roots and redefine the future of IT services. Key discussion points include:Amdocs Studios Launch: Amdocs' strategic expansion beyond telecom into broader IT services, with a focus on digital transformation, cloud, and user experience.Leading Services as Software: How Amdocs' robust R&D foundation empowers it to lead the "services as software" movement.Rise of AI Agents: Amdocs' vision for the future of customer engagement through AI-driven agents and personality engineering.

Publics Sapient has been named a Horizon 3 Market Leader for a second time in the HFS Generative Enterprise Horizon report. In this episode of HFS Unfiltered Stories, HFS Executive Research Leader David Cushman and Publicis Sapient's EVP and CPO Sheldon Monteiro discuss how the firm's 'non-conflicted' approach helps enterprises break free from legacy constraints—accelerating their ability to embrace AI at scale. Publicis Sapient wasn't built to maintain the legacy world but to transform it fundamentally. With new strategies, up to 80% of the effort is being redirected from maintenance to innovation—empowering organizations to build industrial-grade AI platforms grounded in enterprise standards, security, industry expertise, and contextual intelligence. Access the full report on HFS Horizons: Generative Enterprise Services, 2025: https://www.hfsresearch.com/research/hfs-horizons-generative-enterprise-services-2025/

In this insightful conversation, Phil Fersht, CEO and Chief Analyst at HFS Research, sits down with Angan Guha, CEO & MD at Birlasoft and a global tech and services industry veteran. With over 30 years at Wipro and now leading a fast-growing mid-sized IT firm, Angan shares his unique perspectives on leadership, global capability centers (GCCs), the evolving role of Indian IT, and how GenAI is reshaping the workforce. From navigating geopolitical shifts and economic uncertainty to preparing talent for the AI-driven future, this discussion is packed with practical wisdom, career advice for the next generation, and reflections on what it takes to differentiate and thrive in a rapidly changing industry. A must-watch for anyone interested in digital transformation, talent strategy, and the next wave of innovation in tech services. Subscribe to stay up to date with our visionary research, insights, and upcoming events: https://www.hfsresearch.com/subscribe/

Financial stability for health plans remains a priority as transformation and healthcare model evolutions take place around the world. In this episode of HFS Unfiltered Stories, Rohan Kulkarni, Executive Research Leader at HFS Research, engages in a thought-provoking discussion with Kim Dalla Torre, Global and Americas Health Leader at EY. Key discussion points include:The imperative for service providers to engage with the largest and fastest-growing segment in the industry.The increasing role of self-insured employersA re-evaluation of value-based care and emerging business modelsThe workforce crisis and the pressing need for systemic transformation.For more in-depth information, check out the full report: https://www.hfsresearch.com/research/hfs-horizons-healthcare-payer-service-providers-2024/

David Cushman, Executive Research Leader at HFS Research, sits down with Alan Flower, Executive Vice President – CTO & Global Head, AI & Cloud Native Labs at HCLTech, to explore how HCLTech is driving real return on investment (ROI) from Generative AI at scale. Key highlights from the discussion include:Clients now understand the use cases and focus on becoming AI-native enterprises by re-engineering their business models around AI. HCL developed an AI Clinical Advisor for a major U.S. healthcare provider. It saved 3 minutes per 20-minute consultation, translating to $50M/year in labor cost savings. Agentic AI introduces new HR/organizational complexities, including who "manages" AI agents and how to measure or assign responsibility for their performance. Read the full HFS Generative Enterprise Services Horizon report for how 40 service providers are delivering AI-led transformation: https://www.hfsresearch.com/research/hfs-horizons-generative-enterprise-services-2025/

A Spotlight on Innovation: Penske's AI-Driven Transformation with Hitachi Digital Services - Penske, in collaboration with Hitachi Digital Services, is setting a new benchmark for the future of fleet management through AI-led innovation. This strategic partnership has focused on enhancing vehicle uptime, operational efficiency, and customer experience by transforming maintenance practices from reactive to predictive. Penske and Hitachi Digital Services co-developed cutting-edge, AI-powered fleet solutions that have already demonstrated significant impact. These solutions have prevented over 90,000 breakdowns and enabled more than 117,000 efficient repairs. This transformation has reduced operational disruptions and delivered measurable business value, highlighting the power of AI in real-world applications. To explore the full case study and learn how this collaboration is reshaping the transportation and logistics landscape, please visit: https://www.hfsresearch.com/research/hitachi-digital-services-penskes/

David Cushman, HFS Executive Research Leader, sits down with Paul Roehrig, Chief Strategy and Marketing Officer at Ascendion, to discuss how to time your move on enterprise AI, why software development is the ideal starting point, and how AI is freeing us to rethink work after decades of production-line thinking. Key discussion highlights include:When and how to time your move on enterprise AIWhy software is the pivot point to start accelerating AI adoptionHow AI creates the opportunity to break free from outdated ways of thinking and workingSee why HFS named Ascendion a Horizon 3 Market Leader in our Generative Enterprise Services Horizons Report: https://www.hfsresearch.com/research/

In this exclusive videocast, Phil Fersht, CEO and Chief Analyst at HFS Research, speaks with Venu Lambu, CEO (Designate) at LTIMindtree, in a candid and forward-looking conversation about the future of enterprise transformation in the AI era. Venu shares his vision for leading LTIMindtree through a strategic inflection point—where AI, enterprise productivity, and outcome-driven thinking are reshaping the services landscape. He introduces a two-playbook strategy: integrating AI into traditional IT services, and reimagining business processes to unlock enterprise-wide productivity. Together, they explore how organizations can move beyond cost-centric models to become truly relevant transformation partners. Key topics discussed:Evolving from legacy IT to enterprise-wide, AI-driven productivityShifting from revenue share to client relevanceBuilding risk appetite to embrace transformative AIRedefining the role of service providers in the automation ageNavigating economic and geopolitical uncertainty with resilienceWatch now to hear how LTIMindtree is redefining the enterprise services model for the AI-powered future. Stay ahead of the curve. Subscribe for visionary research, insights, and event updates: https://www.hfsresearch.com/subscribe/

In this edition of Unfiltered Stories, HFS's Don Ryan speaks with KPMG leaders Ron Walker and Thomas Davies about the essential components for successfully deploying managed services at scale. They discuss the differences between traditional outsourcing and managed services, highlighting the importance of technology, expertise, and collaboration. The conversation emphasizes the transformative potential of managed services, particularly in sectors such as finance and cybersecurity, and the crucial role of AI in enhancing service delivery. They also examine the distinctive aspects of KPMG's approach, which include their advisory capabilities and a focus on stakeholder alignment and change management.The key points discussed include:Managed services are gaining traction across most enterprise functions and applications.Managed services provide a pathway to automation and widespread AI usage.Managed services are foundational to many transformational initiatives.Read detailed research on managed services deployment at HFS Research here: https://www.hfsresearch.com/accelerating-business-transformation/

How are enterprises leveraging AI, analytics, data platforms, and automation to drive real business impact? In this exclusive conversation, Chetan Manjarekar, SVP and Global Head of Digital with Eviden, an Atos Group Company, joins HFS Research to break down the latest trends, challenges, and innovations shaping the generative enterprise. From customer experience to data readiness and co-innovation, discover how Eviden leads the charge in digital transformation. The key points discussed include:AI & automation are reshaping enterprise transformation: GenAI and automation are now central to digital transformation, but success depends on aligning technology investments with clear business outcomes.Customer, employee, and partner experience are interlinked priorities: 75% of enterprises prioritize customer experience, but organizations are now equally focused on improving employee and partner experiences to drive holistic transformation.Data readiness is the biggest AI adoption challenge: 74% of organizations struggle with fragmented, inconsistent, and unstructured data, limiting AI's full potential. Eviden tackles this with its Data Readiness Assessment Framework to improve governance and accessibility.AI investments are surpassing traditional analytics: A major shift is happening; AI spending is set to grow from 19% to 31% in two years, overtaking analytics. AI is increasingly embedded in enterprise applications, automation, and smart platforms.Co-innovation & responsible AI will define industry leaders: Eviden emphasizes co-innovation with customers and partners to develop industry-specific AI solutions. Responsible AI, data governance, and security are critical for sustainable success. Watch now to explore key insights and what's next for AI-powered business evolution! Access the full report on AADA Quadfecta Services for the Generative Enterprise 2024: ⁠https://www.hfsresearch.com/research/hfs-horizons-aada-quadfecta-services-for-the-generative-enterprise-2024/

Join HFS Practice Leader Ashish Chaturvedi and C TWO CEO Erik Lien as they unpack the critical business imperatives behind intelligent automation orchestration. Discover how effective orchestration can significantly boost bot utilization, simplify governance, and drive measurable ROI. Explore insights on transitioning from siloed RPA to unified AI-driven automation, managing autonomous AI agents, ensuring compliance, and leveraging advanced analytics to optimize automation strategies. The key points discussed include:Maximizing automation ROI: Intelligent orchestration increases bot utilization by over 50%, reduces manual overhead by 75%, and resolves up to 90% of support issues.Breaking automation silos: Effective orchestration integrates fragmented automation initiatives, moving enterprises beyond isolated RPA deployments to comprehensive intelligent automation platforms.Governance and compliance: Orchestration provides essential governance, auditability, and error handling, ensuring compliance with evolving regulatory frameworks like the EU AI Act. Managing autonomous AI agents: Advanced orchestration manages deterministic bots and autonomous AI agents seamlessly, ensuring control, prioritization, and efficiency at an item level. Future automation landscape: The convergence of automation, AI, analytics, and optimization through orchestration platforms is key to achieving higher efficiency, governance, and business-driven insights. Dive deeper into the future of intelligent automation orchestration. Visit the HFS website to access the full report titled “RPA supervisor to IA orchestrator—C TWO advances up the Generative Enterprise S-curve” here: https://www.hfsresearch.com/research/rpa-ia-orchestrator-ctwo-enterprise-s-curve/

In this episode of HFS Unfiltered, Saurabh Gupta, President, Research and Advisory Services at HFS Research, chats with Piyush Jain, Global Head for SDX and AI at L&T Technology Services, about the powerful convergence of the physical and digital worlds. Piyush shares two fascinating real-world IoT use cases—from predictive maintenance in plant engineering to carbon footprint reduction through smart city lighting—and how AI is transforming industrial operations. The discussion dives deep into:The evolution of IoT and AI-driven automation.The importance of domain expertise in industrial transformation.Why cultural and mindset shifts—not technology—are the real barriers.The shift from traditional service models to solution-led engagements.A must-watch for tech leaders, digital strategists, and anyone curious about how AI, IoT, and business transformation are shaping the future of enterprise operations.

Ted Shelton, Chief Operations Officer at Palo Alto-based Inflection AI, sits down with HFS Executive Research Leader David Cushman to discuss how Agentic is changing the pace of enterprise AI adoption. Key themes explored: The waves of agentic AI adoption—and how they'll reshape the enterpriseWhy observability and reversibility are non-negotiable in agentic deploymentsHow leaders can harness AI's cognitive surplus to unlock new business valueAgentic AI is here—and it's moving fast. Enterprise leaders must take control, demand visibility, and build systems they can trust and refine. Dive deeper into our Market Vision Paper titled “Unlock enterprise AI value with persona-led solutions to meet the urgent needs of C-suite execs” here: https://www.hfsresearch.com/research/unlock-enterprise-ai-value-with-persona-led-solutions-to-meet-the-urgent-needs-of-c-suite-execs/

How are enterprises navigating the AI-driven era? In this videocast, HFS Research and Infosys BPM explore the challenges and opportunities of Generative AI, enterprise transformation, and the shift to Generative Business Services (GBS). Featuring insights from industry leaders, we discuss the culture shift, data readiness, AI adoption hurdles, and the move from pilot paralysis to real-world impact. The key points discussed include:Generative AI and its role in enterprise strategyOne-Office Mindset: Overcoming organizational silosData readiness and AI adoption challengesThe evolution from Global Business Services (GBS) to Generative Business ServicesAI talent and skill gaps in the digital transformation journeyRead the report: Transforming GBS to generative business services: Tech-led challenges and aspirations, here: https://www.hfsresearch.com/research/infosys-bpm-transforming-gbs/

Explore the key insights from the HFS Horizons AADA Quadfecta study with WNS, a Horizon 3 leader. In this videocast, industry experts discuss how AI, Automation, Data Platforms, and Analytics are transforming enterprises and driving smarter, more agile operations. Discover how WNS is leveraging AI-powered innovations, hyper-automation, and data-driven strategies to stay ahead in this rapidly evolving space. Tune in to learn about emerging trends, challenges, and opportunities shaping the future of digital transformation. The key takeaway from the discussion includes:WNS's Recognition as a Leader in AADA Quadfecta WNS emerged as a Horizon 3 leader in the HFS AADA Quadfecta study, which assessed 27 providers across AI, Automation, Data Platforms, and Analytics. This recognition underscores WNS's strong capabilities in delivering transformative solutions for enterprises. The Rising Importance of AI in Enterprise Investments AI spending is rapidly increasing, projected to grow from less than 20% to nearly one-third of total AADA investments in the next two years. WNS is strategically responding with initiatives such as its AI Utilities Hub and AI Labs, which focus on integrating AI across automation, analytics, and data platforms. Building a Strong Data Foundation for AI Success A robust "data spine" is critical for leveraging AI and automation effectively.WNS helps clients build unified data architectures and real-time data fabrics to improve governance, quality, and orchestration, delivering significant cost savings and operational efficiency. Convergence of AI, Automation, and Human Intelligence Automation has evolved from RPA to intelligent automation, driven by AI capabilities such as NLP and machine learning. WNS's AI + HI (Human Intelligence) model ensures AI handles routine tasks while humans focus on strategic decision-making, optimizing both cost and effectiveness. The Future of Digital Transformation with Agentic AI Agentic AI is redefining process automation by enabling self-learning AI agents to break down complex workflows and enhance decision-making. WNS is leveraging this approach in industries like logistics to drive business transformation and align with HFS's Services Vision 2030 for outcome-driven, productized service delivery.Want to dive deeper into the transformative potential of AI, Automation, Data Platforms, and Analytics? Watch the full discussion to explore key insights from the HFS AADA Quadfecta study and discover how WNS is approaching this exciting space.Read HFS Horizons: AADA Quadfecta Services for the Generative Enterprise, 2024 report - https://www.hfsresearch.com/research/hfs-horizons-aada-quadfecta-services-for-the-generative-enterprise-2024/

The IT services industry is at a crossroads. As traditional labor arbitrage models face disruption, challenger brands like SLK are leading the charge with AI-driven innovation and technology-led operating models. In this episode of HFS Unfiltered, Saurabh Gupta sits down with Ajay Kumar, CEO of SLK, to discuss: The slowdown in IT services and the rise of challenger brands. How enterprises are shifting focus from legacy giants to niche, outcome-driven providers. The transformation from people-led to AI-powered operating models. Why IT service companies must rethink talent strategies in an AI-driven world. The bold moves required to navigate this industry shake-up.Ajay shares his unique perspective on why businesses need to be bold in embracing this change and how SLK is challenging the status quo to redefine IT services. Tune in for an insightful and unfiltered discussion on the industry's future.

Join us for an exclusive Fireside Chat featuring HFS Research CEO and Chief Analyst Phil Fersht, who speaks with Klarity's Founder and CEO, Andrew Antos. They discuss the platform's mission to automate documentation of work processes, the challenges of transformation in enterprises, the critical role of documentation, and future trends in automation and business understanding. Andrew also emphasizes the need for a deep knowledge of work processes and the shift toward continuous testing and documentation. Don't miss this compelling discussion. Subscribe to stay up-to-date with our visionary research, insights, and upcoming events: https://www.hfsresearch.com/subscribe/

The use of low-code has grown significantly and has been boosted by GenAI tools. These tools allow companies to work with partners to accelerate software development and rapidly bring new solutions to market. In this episode of HFS Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, talks with SP Singh, SVP, Service Offering Head at Infosys.Find out how Infosys enables its customers to accelerate the SDLC with low-code and GenAI frameworks. Read the related research titled “The low-code imperative is crucial to bring speed and agility to software-driven outcomes” here: https://www.hfsresearch.com/research/the-low-code-imperative-is-crucial-to-bring-speed-and-agility-to-software-driven-outcomes/

HFS dives into why Softtek's model for nearshore IT services is an advantage for it and its clients. In this episode of HFS Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, talks with Stephanie Moore, SVP US Marketing at Softtek. Companies embracing technology-led change and IT services that can deliver change quickly while sharing time zones and engaging in cultural and business-savvy collaboration should consider a nearshore provider like Softtek as a potential partner. Also, read the associated Point of View titled “The nearshore advantage in the age of technology arbitrage” here: https://www.hfsresearch.com/research/nearshore-technology-arbitrage/

While GenAI has gotten all the attention, the capabilities of quantum computing are also bringing new experiences and capabilities to market. The University of Alberta, Alberta's Quantum City initiative, and Mphasis are working with global energy, transportation, and technology firms to find innovative new solutions. In this conversation, Joel Martin, Executive Research Leader at HFS Research, talks with Dr. Barry Sander, University of Calgary, Scientific Director of Quantum City, and Rohit Kumar Patel, AVP & Lead Data Science and QC at Mphasis. You will learn: Learn how a partnership to deliver quantum computing and quantum-as-a-service creates new value, innovation, and ecosystem partnerships

In this edition, HFS Elena Christopher and Cognizant's Nageswar Cherukupalli, Meena Athinathan, and Manan Gauba discuss the findings of HFS' Horizons report "The Best Service Providers for Commercial Banks, 2025." They discuss the top trends in commercial banking, including macroeconomic impacts, the unique nature of CX in commercial banking, the trends toward build AND buy, and how Cognizant is approaching these challenges with its clients. You will learn: The nuances of how commercial banks can cater to the needs of a range of commercial customers, from SMBs to corporates. How personalization, connectivity, security, and trust are essential to successful CX in the commercial banking domain. The essential role of ecosystem partners and the rise of service providers as ecosystem orchestrators. For more insights on commercial banking, HFS Horizons: The Best Service Providers for Commercial Banks, 2025 is a must-read - https://www.hfsresearch.com/research/hfs-horizons-the-best-service-providers-for-commercial-banks-2025/

Discover Hyundai Mobis's growth journey in the automotive industry through its Global Capability Center (GCC) in Hyderabad, India. In this episode of HFS Unfiltered, we explore how Mobis started its journey and expanded its capabilities. We discuss how this GCC attracts talent and supports its parent company, Hyundai. Tune in to hear unfiltered stories from HFS, featuring Saurabh Gupta, President of Research and Advisory at HFS Research, in conversation with Pradeep Kumar Kondabattini, Head of R&D Strategy at Hyundai Mobis. In this episode, you will learn about: How Mobis is supporting its parent company in the R&D automotive industry. The strategies used to attract and support talent. How the GCC is leveraging Indian talent for AI adoption. Enterprises can benefit from the Indian talent pool and automotive ecosystem for their R&D and manufacturing needs.

Discover how Global Capability Centers (GCCs) can unlock the full potential of AI and Generative AI by transforming talent strategies. Join Jasmine Ahmed and Saurabh Gupta as they discuss breaking silos, building diverse skill sets, and fostering innovation to drive competitive advantage in a rapidly evolving AI-driven world. Key takeaways include: AI and Talent Transformation: The critical role of talent in scaling AI and generative AI. Overcoming the "skills debt" as a key obstacle to AI adoption. Evolving Role of GCCs in the AI Era: Moving beyond operational efficiencies to data-driven business decisions. Leveraging GenAI for speed, scale, and comprehensive decision-making. Breaking Organizational Silos: Encouraging cross-functional collaboration and talent exchange between domains. Creating fluid workforce structures to enhance business and technical acumen. DEI and Building Diverse Talent Pipelines: Moving beyond tokenism to genuinely invest in diverse pipelines. Holding managers accountable for talent development as a key metric. Future Vision for Work: Utilizing AI to maximize ROI on time, improving both professional and personal quality of life. Aligning technology advancements with human impact to enhance work-life balance.

In this episode of HFS Unfiltered, Saurabh Gupta interviews Mohua Sengupta, Head of Novartis Corporate Center, India, on the evolution of Global Capability Centers (GCCs). Mohua discusses key milestones, including remotely establishing GCCs in Pakistan and Egypt, driving high-end roles in GCCs, and adapting to remote operations during COVID-19. She highlights the shift from GCC-IT services competition to collaboration and the integration of GCCs into core organizational decision-making. The conversation touches on AI and blockchain, balancing their transformative potential with ethical and security concerns, and explores challenges in attracting younger talent. Mohua advocates rebranding GCCs and changing mindsets to position them as integral parts of global organizations. Key takeaways include: GCC Evolution and Milestones: Established GCCs in Pakistan and Egypt remotely from India and expanded GCC roles beyond traditional operations to include high-end decision-making functions. Changing Dynamics of GCCs and IT Services: GCCs and IT services are shifting from competition to collaboration, and GCCs are becoming integral to core organizational strategies and decision-making. Talent Challenges: Younger talent aspirations shift toward innovation, CSR, and sustainability. Strategies are needed to make GCCs appeal to new generations by aligning with their priorities. Future Vision for GCCs: Advocating for a rebrand to eliminate "us vs. them" perceptions and emphasizing mindset and narrative changes to integrate GCCs seamlessly as core parts of global organizations.

Eclypses, an HFS Hot Tech, has radically reimagined how to secure data in transit without the IT overhead and complex staff training. Its MTE solution is cloud-native and is being adopted by leading companies as a game-changing tech. In this episode of HFS Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, is in conversation with David Gomes, Chief Executive Officer at Eclypses. Topics covered include: Eclypses takes a different approach to cybersecurity by focusing on data protection rather than just preventing breaches. The Secure MTE Relay technology encrypts data on the application layer, ensuring they cannot extract valuable information even if bad actors gain access. Ease of deployment is a key feature, with many customers implementing the technology in under 60 minutes. Eclypses is data agnostic, meaning it can protect various types of data, including sensitive information and credentials. The technology addresses eight of the top ten API vulnerabilities identified by OWASP. Eclypses has built a partner ecosystem to effectively enhance its market presence and mitigate risks. The company is focused on regulated industries, such as healthcare and finance, where data security is paramount. Eclypses' cryptographic library is built on NIST-approved algorithms, making it quantum-resistant. Cloud-native technology can be deployed on platforms like AWS and Azure. Customer feedback has been overwhelmingly positive, with many success stories reported. Data is a firm's most valuable asset, so it must be protected. With its MTE technologies, Eclypses offers a cloud-native solution that is easy to deploy and offers immediate benefits. Also, read the associated Hot Tech Report titled “HFS OneEcosystem™ Hot Vendor: Eclypses”, here: https://www.hfsresearch.com/research/hfs-oneecosystem-hot-vendor-eclypses/

Speakers: Phil Fersht, CEO and Chief Analyst, HFS Research Yusuf Tayob, Global Communications, Media & Technology Industry Practices Chair, Accenture

Speakers: Saurabh Gupta, President, Research and Advisory Services, HFS Research Sanjeev Vohra, Chief Technology and Innovation Officer, Genpact

In this conversation, Rohan Kulkarni, Executive Research Leader at HFS Research, and John Squeo, Sr. Vice President, Healthcare Providers at CitiusTech, discuss the findings of the HFS Horizons HCP Service Providers 2024 study. They highlight healthcare systems' challenges, particularly financial pressures and the need for holistic care. They also explored the evolving role of technology in healthcare, emphasizing the importance of interoperability and personalized care to improve patient outcomes. You will learn: Financial pressures take center stage for health systems and hospitals that inform their buying behaviors. Service provider capabilities and attitudes shift toward the possibilities as they get bolder. Despite progress, opportunities continue to be missed to address the triple aim of care. The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024 is a must read and can be found at https://www.hfsresearch.com/research/hfs-horizons-hcp-service-providers-2024/

rhino.ai delivers services-as-software solutions that combine IT, app development, and business requirements to deliver platform agnostic IT and business outcomes. In this episode of HFS Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, is in conversation with Himanshu Arora, Chief Operating Officer at rhino.ai Topics covered include: Legacy Technology Debt and AI Transition Revolutionizing Software Development with Universal Application Notation (UAN) and the Universal Application Notation (UAN) Benefits Platform's Unique Features and Scalability Ava's Integration and App Modernization Improving Application Design and Naming Exploring AI Integration and Collaboration Don't buy GenAI tools that only improve software development and SDLC productivity, look for solutions that solve business outcomes. For more in-depth information, read the associated Point of View titled, “rhino.ai brings genAI and BRDs to automated software development”, here: https://www.hfsresearch.com/research/rhino-ai-brings-genai-brds/

In this conversation, Reetika Fleming, Executive Research Leader at HFS, talks with Abhijit Shroff, Head of Product Growth at Soroco, about how interaction data can be used in large enterprises to achieve a number of business and technology transformation goals and how Soroco's Scout product is evolving along with advancements in AI and data, expanding its use cases with strategic clients. You will learn: Interaction data is essential for understanding how businesses operate. However, many organizations need to pay more attention to its value. AI models can transform complex and noisy interaction data into actionable insights. Generative AI can document processes in a way that is easy for humans to understand. By comprehending user interactions, organizations can optimize software usage. Disconnection debt may cause inefficiencies in various processes. Organizations must measure the ROI of generative AI, ensuring that data drives new technology adoption. Interaction data provides behavioural aspects of how teams interact with software to drive business operations at scale across a large enterprise and help them optimize them. Also, read the associated Market Vision Paper titled, Using AI to illuminate “the dark side of the moon” here: https://www.hfsresearch.com/research/using-ai-to-illuminate-the-dark-side-of-the-moon/

In this episode of “Unfiltered Stories,” David Cushman, Executive Research Leader at HFS Research, speaks with Natasha Davydova, CIO, at AXA, about the impact of GenAI on her business. Find out why she considers it a game-changer and why the insurance industry's reliance on text, image, and video makes GenAI a powerful technology to embrace. You will learn: How AXA has rolled out secure GPT to all 120,000 employees and an academy to ensure employees know what they are dealing with. The use cases AXA has already found for customer-facing communication - building their bots. The barriers the firm is running into - and the extent to which customers are ready and willing to engage with AI.

In this conversation, Reetika Fleming, Executive Research Leader at HFS, speaks with Vijay Pahuja, Senior Vice President and Global Head of Insurance at Sutherland. They discuss how Sutherland brings a fresh, data-driven approach to transforming legacy insurance systems. Key takeaways include: Sutherland is positioning itself as a challenger in the insurance sector. While legacy technology often poses challenges for insurers, a business-led approach can help unlock the value of these older systems. Sutherland's unique market position focuses on outcome-based engagements and highlights the industry's potential for significant change due to cultural shifts and technological advancements. Also, read the associated Highlight Report titled, “Sutherland: The disruptor transforming legacy insurance by converging business and tech” here: https://www.hfsresearch.com/research/sutherland-disruptor-legacy-insurance-tech/

In this episode of HFS Unfiltered, Saurabh Gupta, President at HFS Research, sits down with Tanu Mukherjee, Senior Director - Global Transformation & Process Excellence at PepsiCo India Capability Center. They dive into the evolving role of Global Capability Centers (GCCs), their importance in driving innovation, and how they transform industries through technology and AI. Tanu shares her experiences in leading PepsiCo's GCCs and discusses how AI, automation, and talent development are key to PepsiCo's operational success. Watch to learn more about the future of GCCs, AI's role in business transformation, and how companies like PepsiCo leverage technology to stay ahead. Key takeaways include: PepsiCo's GCC Journey: Tanu shares her experience setting up and leading PepsiCo's Global Capability Centers, focusing on continuous improvement, cloud architecture, and hyper-automation. Evolution of GCCs: The discussion highlights the shift in the role of GCCs from labor arbitrage to becoming innovation engines driving growth, scalability, and standardization. AI and Automation: Tanu emphasizes the importance of AI, IoT, machine learning, and emerging technologies like blockchain and digital twins in transforming operations at PepsiCo. Innovation Challenges: PepsiCo's India Capability Center's involvement in the Chairman's Annual Innovation Challenge has recognized several innovative ideas, showcasing the potential of Gen X and Gen Y talent. Empowering Women in STEM: Tanu calls for increased representation of women in STEM and leadership roles, highlighting the importance of mentorship and corporate support in fostering talent and driving India's growth.

In this episode of "Unfiltered Stories," Saurabh Gupta, President of Research and Advisory at HFS Research, speaks with Sumit Mitra, CEO of Tesco Business Solutions, on his journey to becoming the best GBS in the world and how he is solving very complex business problems for one of the world's largest retailers. Dive in for a world of insights and deep conversations on how GCCs are shaping up to be the next big thing for India and what it means for enterprises, service providers, and talent alike! You will learn: Transformation Journey: Sumit reflects on the pivotal moments that led Tesco Business Solutions to be recognized as the best GBS globally, including cultural transformation, process architecture, and digital transformation. Future of GBS: The next phase of GBS's evolution focuses on driving incremental revenue, margin, cash flow, and customer experience rather than just efficiency and compliance. Role of AI: AI, particularly generative AI, is seen as a co-pilot for business operations, enabling hyper-automation, improving decision-making, and creating tools like the TBS GPT for internal efficiency. Talent and Industry Appeal: The conversation also touches on making the GBS industry attractive to top talent by shifting away from traditional "back-office" perceptions to a more innovative and integral role within businesses.

In this conversation, Abhijit Dubey, CEO of NTT DATA, discusses the company's global consolidation strategy, uniting its capabilities outside Japan to create a single, full-stack IT services provider. He highlights how this consolidation enhances innovation, sustainability, and client value while addressing the challenges of balancing cost optimization with cutting-edge transformation, the impact of generative AI, and the evolving talent landscape in the industry. You will learn: Global Consolidation: NTT DATA unified global operations to strengthen innovation and client services. Innovation and Sustainability: The company invests 30% of its profits in sustainable, energy-efficient technologies. Generative AI Focus: Significant investments in generative AI, including developing tsuzumi, a lightweight AI model. Skills Arbitrage: A shift toward specialized skills as the key differentiator in IT services. Talent Challenges: Addressing the industry's need for continuous upskilling and talent retention. Also, read the associated Market Vision Paper titled, “NTT DATA: Responsibly reinventing to lead an era of AI-driven transformation” here: https://www.hfsresearch.com/research/ntt-data-responsibly-reinventing-ai-driven/

Join us for an exclusive Fireside Chat featuring HFS Research CEO and Chief Analyst Phil Fersht, who speaks with Kevin Campbell, CEO of Syniti. They discuss the essential role of strong data foundations in today's enterprises, explore the growing shift toward a software-centric approach in service delivery, and discuss the strategic alignment and future potential of Syniti as it joins the Capgemini family. Don't miss this compelling discussion. Subscribe to HFS Research for more thought leadership and industry insights: https://www.hfsresearch.com/contact/

A dive into how SnapLogic's industry-leading generative AI tools for application integration development tools. HFS Executive Research Leader Joel Martin in conversation with Manish Rai, VP of Product Marketing at SnapLogic. In this videocast, you will learn how generative AI and APIs can accelerate application modernization and data integration. Also, read the associated report titled “The HFS OneEcosystem™ Hot Vendor: SnapLogic“ here: https://www.hfsresearch.com/research/hfs-oneecosystem-hot-vendor-snaplogic/ *SnapLogic renamed SnapLogic GenAI App Builder to SnapLogic Agent Creator in October 2024.

According to a recent survey conducted by HFS in collaboration with Syniti, it was revealed that one-third of executives feel that less than half of their organization's data is usable, indicating a significant gap in readiness for GenAI. The encouraging news is that data management firms like Syniti are poised to assist enterprises in establishing the necessary infrastructure to dismantle data silos and provide reliable, actionable, and transformed data to power GenAI models. Beyond just achieving better results, the significance of laying a solid data foundation extends to the scalability and outcomes-driven nature of GenAI deployment. We aim to delve deeper into how a robust data foundation is crucial for making GenAI solutions scalable and results-oriented. Read the associated POINT OF VIEW titled "Don't let your GenAI project fail before it begins" here: https://www.hfsresearch.com/research/dont-let-your-genai-project-fail-before-it-begins/

Tech Mahindra emerged as a Horizon 3 Market Leader in the HFS Horizons: High-Tech Services, 2024 report, standing out among 17 IT services firms. In this episode of HFS Unfiltered Stories, Harshul Asnani, President Tech Media & Entertainment Business at Tech Mahindra, joins Joel Martin, Executive Research Leader at HFS Research, to share what sets Tech Mahindra apart and how it continues to thrive as a key partner in the technology industry. Discover how Tech Mahindra's "born in the industry" mindset enables high-tech companies to leverage cutting-edge solutions and customer-centric innovations like Sandstorm to drive talent, technology, and transformation outcomes. Also, read the associated report HFS Horizon: High-Tech Services, 2024: https://www.hfsresearch.com/research/hfs-horizons-high-tech-services-2024/

In this episode of HFS Unfiltered Stories, Rohan Kulkarni, Executive Research Leader at HFS Research, and Kim Dalla Torre, EY Global Health Sector Leader, discuss the pressing financial challenges facing health systems and hospitals today. They explore the critical need for innovation to address these issues and improve patient care. Topics covered include: Financial pressures on health systems post-pandemic. The growing demand for care and the funding gap. How service providers are evolving to meet complex healthcare challenges. Missed opportunities to achieve the triple aim of care. EY's leadership in smart care model transformation, recognized in Horizon 3. Innovation's role in enhancing clinician work-life balance and patient outcomes. Why remote monitoring should be a key part of patient care. The importance of trust in building successful healthcare partnerships. Based on insights from the HFS Horizons HCP Service Providers 2024 study, this discussion provides a roadmap for healthcare organizations striving for sustainability and innovation. For more in-depth information, check out the full report: The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024.

In this episode of Unfiltered Stories, Saurabh Gupta, President of Research and Advisory Services at HFS Research, sits down with Jason Kelley, GM of Strategic Partners at IBM Consulting, Stacy Short, SAP Global Partnership Executive at IBM Consulting, and Christine Rhoads, Global VP of Business Development at SAP. Together, they explore the 52-year partnership between IBM and SAP and its lasting impact on the tech industry. Key insights from this discussion include: Partnerships are vital in technology, enabling companies to leverage each other's strengths and deliver greater value to customers. IBM's transformation into a hybrid cloud AI company was driven by strategic shifts toward open platforms and strong partnerships. The IBM-SAP partnership is built on trust, communication, and commitment and has evolved over the last 52 years to deliver value to joint customers. The Value Generation Partnership Initiative helps enterprises tackle their technology, data, process, and skills debt using the power of generative AI. The panel shares their vision for the future of the partnership, focusing on delivering next-level customer value, achieving business outcomes, and adapting to the fast pace of change. Read the associated highlight report “IBM and SAP embrace OneEcosystem™ to drive next-level business value” here: https://www.hfsresearch.com/research/ibm-sap-embrace-oneecosystem/

Uncover about Global Capability Centers (GCCs) in India in the latest episode of HFS Unfiltered Stories. This in-depth discussion sheds light on the role of GCCs at RealPage India, the impact of AI on GCCs, and the challenges and opportunities with GCCs in the industry. Key takeaways include: GCCs provide technology solutions and support that help organizations like RealPage achieve their strategic goals. Smaller organizations are increasingly leveraging GCCs in India due to the availability of talent and the opportunity to access a wide range of skills. The talent pool in India has expanded, with more formal training in AI and related technologies, making it an attractive destination for GCCs. AI has the potential to impact various dimensions of organizations, including customer experience, business transformation, and products and services. The GCC industry in India has significant growth potential, and the key to success lies in effectively leveraging talent and exploring new models and partnerships. Hosted by Saurabh Gupta, President, Research and Advisory Services at HFS Research, the conversation features Isaac Rajkumar, SVP, Managing Director at RealPage India.

In the latest episode of HFS Unfiltered Stories, uncover the evolution of Global Capability Centers (GCCs) and their role in driving a more sustainable world. This in-depth discussion between Saurabh Gupta, President of research and Advisory Services at HFS Research, and Sandeep Kulkarni, Senior Vice President and Head of Worley Enterprise Services, highlights the shift from cost arbitrage to value creation and the importance of retaining knowledge in-house while leveraging service providers for scale. Sandeep predicts that GCCs will play a crucial role in driving breakthrough innovations in the future. Key takeaways include: GCCs have evolved from cost arbitrage to value creation, focusing on driving breakthrough innovations. The hybrid model, combining in-house centers and service providers, is gaining popularity because it allows for the retention of knowledge and the achievement of scale. AI and GenAI have immense potential to transform business models and drive productivity and personalization. An ethical framework is necessary to guide the development and deployment of AI solutions. GCCs can leverage the Indian ecosystem and diverse talent pool to create breakthrough innovations.

Uncover about Global Capability Centers (GCCs) in India and their role in the IT services industry in the latest episode of HFS Unfiltered Stories. This in-depth discussion explores the future of GCCs, focusing on IT, engineering, and supply chain capabilities, the attractiveness of GCCs for top talent, and the importance of purpose-driven talent management. Key takeaways include: GCCs play a pivotal role in the IT services industry, offering digital capabilities, engineering expertise, and supply chain operations solutions. GCCs are evolving from cost arbitrage to skills arbitrage, attracting top talent and driving innovation. India's superpower in the IT industry lies in its large talent pool, STEM education, communication skills, customer-centric culture, and resilience to change. To make GCCs attractive for top talent, organizations must have a vital purpose, focus on critical capabilities, and engage with premier institutes. AI brings excitement and opportunities, and humans still have unique skills that AI cannot replace. GCCs have the potential to drive innovation and contribute to the bottom line of global organizations. Hosted by Saurabh Gupta, President, Research and Advisory Services at HFS Research, the conversation features Swaroopa Rani Akula, Head of Office at Eastman Hyderabad.

In the latest episode of HFS Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research, is joined by Shashank Verma, SVP and Global Head of Data and AI Led CX Transformation at EXL, to discuss how customer experience is transforming in the age of AI. In this episode, we cover: The increasing demand for CX services. The importance of domain intelligence, tech expertise, and commitment to business outcomes in driving successful transformation. The changing needs of customers and the impact of emerging technology, particularly GenAI, on customer experience. Shashank Verma foresees a shift toward increasingly personalized and sophisticated customer interactions, emphasizing the pivotal role of GenAI in enhancing contact center operations and driving the development of autonomous agents. Also, read the associated report HFS Horizons: Customer Experience Service Providers, 2024, here: https://www.hfsresearch.com/research/hfs-horizons-customer-experience-service-providers-2024/

Clinical innovation is a critical value creation that service providers like SoftServe are embracing, enabling, and delivering more consistently. HFS Executive Research Leader Rohan Kulkarni discusses the findings of our recently released study, the HFS Horizon Healthcare Provider Service Provider 2024, with John Edwards, VP Healthcare Solutions Consulting at SoftServe. You will learn: Financial pressures take center stage for health systems and hospitals that inform their buying behaviors. Service provider capabilities and attitudes shift toward the possibilities as they get bolder. Despite progress, opportunities continue to be missed to address the triple aim of care. The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024 is a must read and can be found here: https://www.hfsresearch.com/research/hfs-horizons-hcp-service-providers-2024/

HFS analyst Ashish Chaturvedi discusses the current GenAI picture in the consumer goods industry with Caitlyn Carr from Coca-Cola Bottlers Sales and Services and Wendy Earon from Genpact. You will learn: The GenAI potential in the consumer goods industry is high, but adoption is a meager 11%. What are the biggest barriers, and why are enterprises taking it slow? What are some high-potential use cases in consumer goods, and how are they being identified? The role played by Genpact in Coca-Cola Bottlers Sales and Services' GenAI pursuits. How important is talent, and how do we nurture people? Consumer Goods companies must look beyond their GenAI investments' productivity gains. How is Coca-Cola Bottlers Sales and Services approaching this maze? Also, read the associated report, “The two-year GenAI countdown,” here: https://www.genpact.com/pdf/the-gen-ai-countdown

In this edition of Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, is joined by Abhay Chaturvedi, Executive Vice President, Tech Industries at HCLTech to discuss why HCLTech is a Horizon 3 Market Leader in the latest HFS Horizon report on High-Tech services. Key Point Discussed: Bringing an engineering mindset to co-innovation with high-tech firms is critical to executing at scale. More on HCLTech can be found in the HFS Horizon: High-Tech Services, 2024: https://www.hfsresearch.com/research/hfs-horizons-high-tech-services-2024/

In this edition of Unfiltered Stories, HFS Executive Research Leader Melissa O'Brien discusses the value of the ecosystem in the travel, hospitality, and logistics industries with Hemal Shah, Global Head of Travel, Transportation, Hospitality & Logistics Business at Sutherland. You will learn: THL industry leaders must embrace their ecosystems and emerging technology to advance to the next horizon of differentiation and experience. Read the associated Horizons Report “HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023” here: https://www.hfsresearch.com/research/hfs-horizons-travel-hospitality-and-logistics-service-providers-2023/

Join us for an exclusive Fireside Chat as HFS Research CEO and Chief Analyst Phil Fersht speaks with Ritesh Idnani, CEO and MD of Firstsource. Ritesh shares valuable insights on the company's remarkable growth in the service industry and discusses how technology shifts and disruptions have shaped their journey. Don't miss this compelling discussion on AI adoption and automation and how Firstsource is integrating this technology into its operations. Subscribe to HFS Research for more thought leadership and industry insights: https://www.hfsresearch.com/contact/

In this exclusive Fireside Chat, HFS Research CEO and Chief Analyst Phil Fersht talks with Keshav Murugesh, Group CEO of WNS. Reflecting on their 14-year journey, they discuss the transformative impact of AI and generative AI on the business services industry. Keshav shares insights on navigating disruptive technologies, leveraging AI to innovate and drive business performance, and the evolving role of strategic partnerships. They also discuss the importance of ethical AI, transparency, and accountability in AI development. Don't miss this engaging dialogue on the future of AI in business and how companies like WNS are taking charge of digital transformation. Subscribe to HFS Research for more thought leadership and industry insights - https://www.hfsresearch.com/