Podcasts about hfs research

Bosch's Vision for Software-Defined, Outcome-Led Engineering in the Age of AI. In this engaging and forward-looking conversation, Ashwin Venkatesan, Executive Research Leader at HFS Research and Digant Shah, Chief Revenue Officer, Software and Digital Solutions at Bosch explored how Bosch is reimagining engineering and R&D (ER&D) in an era dominated by software innovation and artificial intelligence. As industries accelerate their digital transformation journeys, Bosch is at the forefront with a software-defined, outcome-led engineering approach that leverages Generative AI, sustainability frameworks, and a robust global delivery model. This session delves into Bosch's strategic shift from traditional engineering to a software-first mindset, highlighting how this transformation is enabling the company to deliver more meaningful outcomes and adapt swiftly to changing client expectations. Key discussion points include:The shift toward software-defined engineering to drive innovation at scaleHow Generative AI is redefining R&D processes and boosting productivityIntegrating sustainability as a core pillar in product and platform designLeveraging a global delivery model to support agility, speed, and localized client outcomes To explore the full report titled HFS Horizons: The Best of Engineering Research and Development Service Providers, 2025, here: https://www.hfsresearch.com/research/hfs-horizons-the-best-of-engineering-research-and-development-service-providers-2025/.

In this episode of HFS Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research, sits down with Deepak Arora, SVP of Financial Services at HCLTech, to explore the dynamic transformation sweeping through commercial banking. From macroeconomic volatility to regulatory complexity and rapid digital disruption, banks are being pushed to act—not wait—for change. Deepak unpacks how leading institutions are tackling modernization with purpose and urgency, backed by real-world case studies. From overhauling working capital systems to streamlining trade finance using AI and GenAI, the conversation brings to life the practical steps banks are taking to future-proof their business. Deepak also lays out a clear, actionable roadmap for moving from operational resilience to sustainable growth. Key highlights of the discussion include:From Resilience to Growth: Commercial banks are evolving from a defensive posture to a growth-oriented, future-ready mindset.Balancing Legacy with Innovation: Modernization strategies must protect the stability of legacy systems while introducing digital agility.Use Cases That Matter: HCLTech is driving transformation in areas like trade finance, working capital optimization, and cash management.AI with Purpose: AI and GenAI are being applied intentionally to solve core business problems, not just for experimentation.Accelerated Tech Adoption: Macroeconomic and regulatory pressures are pushing banks to embrace change faster than ever.Beyond Point Solutions: Success lies in embracing platform-led transformation with integrated, scalable workflows.The New Playbook: Winning strategies center on platform investments, workflow redesign, and strong business-tech collaboration.Trust at the Core: Efficiency matters—but trust, experience, and purpose are now key pillars of transformation.Tune into this must-listen conversation for insight into how commercial banks are redefining their future today. Read the full report HFS Horizons: The Best Service Providers for Commercial Banks, 2025 here: https://www.hfsresearch.com/research/hfs-horizons-the-best-service-providers-for-commercial-banks-2025/

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.

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/

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/

Join this deep dive into Agentic AI with Phil Fersht of HFS Research on CXOTalk episode #876. Learn about the future of AI and how it impacts business strategies.

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/

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.

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/

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/

Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO. https://www.hfsresearch.com/ https://www.linkedin.com/in/pfersht/ --- March 2010 - Mark Hillary with Phil Fersht podcast https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources/id216384010?i=1000404472875

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

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.

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/

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 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 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.

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/

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/

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/

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/

In edition of Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research is in conversation with Xabier Zabala, COO at HBX Group and Jitender Mohan, EVP & Business Unit Head – Travel & Hospitality at WNS about the challenges and future of the travel and hospitality industry. Key discussion point includes: The impact of changing customer expectations, particularly the expectation for personalization and wellness on the travel and hospitality industries The adoption and opportunities for emerging technology in the travel and hospitality industries Travel and hospitality companies are pivoting their strategies and developing an ecosystem to meet customer expectations. Customer expectations will only continue increasing and changing. And the continuous innovation in this area is going to be necessary to exceed these ever increasing customer expectations. The opportunities for emerging tech, particularly GenAI are tremendous, particularly to impact understanding the customer and improving the experience. But it is important to experiment in a very controlled and secure implementation to avoid the risks as we learn new tech. Travel and Hospitality companies must build an ecosystem to discover and deliver new sources of value. Read the associated Market Impact Report titled "Pivoting Toward the New Frontier in Travel & Hospitality" here: https://www.hfsresearch.com/research/pivoting-toward-the-new-frontier-in-travel-hospitality/

In this episode of "Unfiltered Stories," Ashish Chaturvedi, Practice Leader at HFS Research, speaks with Sanjay Reddy, Senior Vice President and Global Head of Retail and CPG at Sutherland. They discuss the current state of the retail industry, highlighting the concept of "digital dichotomy" where consumer expectations are rising while input costs soar. Sanjay shares how Sutherland is helping clients navigate these challenges through digital transformation, proprietary products, and outcome-based solutions. They also delve into data strategy, the importance of a strong partner ecosystem, and the role of disruptive technologies like generative AI in enhancing customer experience and operational efficiency. Tune in to learn how Sutherland is driving innovation and success in a rapidly evolving digital landscape. Read the associated Horizons Report - Retail and CPG Service Providers, 2023: https://www.hfsresearch.com/research/hfs-horizons-retail-and-cpg-service-providers-2023/

HFS CEO and Chief Analyst Phil Fersht speaks with Raj Mamodia, CEO of Brillio. Raj shares his remarkable journey from engineering to the helm of Brillio, unveiling the secrets behind their differentiation strategy rooted in culture, capability, and credibility. Discover Raj's astute observations on the ever-evolving tech services marketplace and the growing trend of AI adoption. Uncover the latest industry insights on consolidation and obtain a glimpse into the future of AI adoption and industry trends. Learn from industry leaders like Phil and Raj, who are at the forefront of innovation.

In this edition of Unfiltered Stories, Sam Duncan, Practice Leader at HFS Research is in conversation with Tami Boswell, Director, Consumer Markets Operations at Aflac and Anshu Biswas, VP, Global Head of Life and Benefits Insurance at Sutherland to discuss about the current state of customer experience (CX) in the insurance industry and the efforts being made to improve it. Some of the key takeaways from this discussion includes: The insurance industry is experiencing a shift in mindset towards prioritizing customer experience (CX) and recognizing the need to go beyond transactional interactions. Insurers are leveraging data and emerging technologies to create personalized and seamless customer experiences. Benchmarking against best-in-class experiences across industries is crucial for insurers to meet customer expectations. Balancing regulatory requirements with delivering exceptional customer experiences is a challenge in the insurance industry. Improving CX requires a combination of digital platforms, human interactions, and continuous feedback loops. Insurers should focus on developing their CX internally while also leveraging third-party service providers for outside perspectives and technological expertise. Read the associated report Market Impact Report titled “Insurers must confront the reality of their CX and move beyond transactional mindsets” here: https://www.hfsresearch.com/research/sutherland-insurance-cx/

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research sat down with Matt Candy, Global Managing Partner for Generative AI at IBM Consulting, during IBM Think 2024 in Boston, MA. Together, they explore how enterprises can orchestrate value through trustworthy AI to help their employees in their daily work – taking the friction out of what they do, speeding up processes, making their lives easier, and freeing more time for creative thought and expression.

In this edition, Saurabh Gupta, President, Research and Advisory Services at HFS Research and Manish Goyal, VP & Senior Partner, Global AI & Analytics Leader at IBM Consulting discusses about GenAI, the current focus on productivity and the imperative to beyond, use case implementations related to GenAI, holistic approach to GenAI implementation, Public or private LLMs and the concerns related to GenAI. Key points discussed includes: It is important for executives to move beyond the focus on productivity. Use cases for GenAI hold tremendous promise in fostering innovation. Open source and closed models: There won't be a single winner, both have a role to play. There needs to be more conversations on the disruption the technology can bring to society at large.

Join Elena Christopher, Chief Strategy Officer at HFS Research, Joe McNamara, Director of Solutions Marketing at AML RightSource and John Byrne, EVP, Chairman of Advisory Board at AML RightSource for an in-depth exploration of the joint market impact report, “Driving the Evolution of Financial Crime Compliance: The People and Tech Imperative.” In this pre-recorded podcast, they share insights on the evolution of financial crime compliance, the motivations behind the survey, and practical findings from the report. Discover how technology, combined with expert human insights, is transforming anti-money laundering efforts, especially in the realm of digital assets and evolving regulations. Also, learn how compliance professionals and law enforcement are working together to tackle financial crimes. Read the associated report here: https://www.hfsresearch.com/research/aml-rightsource-financial-crime-compliance-evolution-people-tech/

60% of payers and providers admit they don't understand the needs of their consumers, yet are making investment decisions on addressing consumer needs. So as they look to GenAI to help, only 20% of healthcare enterprises have a vision, indicating they have a lot of work to be done to leverage GenAI. Listen to the conversation between Rohan Kulkarni, Executive Research Leader at HFS Research, and Simone Rodriguez, Director, Health Sciences Strategy at Cognizant as they cover the following topics: Key insights from the healthcare study developed by HFS Research in collaboration with Cognizant. A key advice to healthcare enterprises. Get real about the capabilities of GenAI instead of thinking of it as a healthcare panacea. Read the associated MARKET IMPACT REPORT titled "Re-energize health consumer engagement and bridge the payer-provider divide with GenAI" here: https://www.hfsresearch.com/research/cognizant-us-healthcare-genai-consumers-payer-provider-divide/

Wipro, a leading Indian IT company, has been under the spotlight for a string of high-profile exits. CEO Thierry Delaporte's abrupt resignation before his term's end follows a trail of senior departures, including CFO Jatin Dalal and growth officer Stephanie Trautman. Can Wipro's new captain, veteran Srinivas Pallia, navigate the choppy waters? This episode of The Morning Brief podcast dives deep into Wipro's challenges. Was it a leadership crisis under Delaporte's restructuring efforts? How will global economic uncertainties impact them? Host Dia Rekhi speaks with two ace analysts - Phil Fersht of HFS Research and Peter Bendor-Samuel of Everest Group to decode the issues and explore what it'll take for Wipro, under Pallia's leadership, to reclaim its former glory as an IT bellwether. Tune in! If you like this episode from Dia Rekhi, check out her other interesting episodes on Chip Country: How Tata Group Is Powering India's $1 trillion Electronic Dream, AI in Music: Whose Voice Is It Anyway?, Google vs Apps: The 3-Year Long Fight Just Heated Up!, Apple Takes The Bite Out of The DMA, and more! Connect with our host Dia Rekhi on her social media: Twitter & Linkedin Catch the latest episode of ‘The Morning Brief' on ET Play, The Economic Times Online, Spotify, Apple Podcasts, JioSaavn, Amazon Music and Google Podcasts. Credits: The Economic Times, CNBC-TV18 (1), CNBC-TV18 (2), CNBC-TV18 (3), WIONSee omnystudio.com/listener for privacy information.

HFS Research published our HFS Horizon for Life Science Service Providers report, where we evaluated 29 service providers across four dimensions: the Why, What, How, and So What, and then categorized them into three horizons. The study unearthed three key insights. Listen to the conversation between Rohan Kulkarni, Executive Research Leader at HFS Research, and Tarun Mathur, CTO at Indegene, as they reveal the three key insights from the study, and also talk about Indegene's performance, its commitment to improve outcomes, reduce costs, and enhance customer experience. Read the associated HORIZONS REPORT – “HFS Horizons: Life Science Service Providers, 2023" here: https://www.hfsresearch.com/research/hfs-horizons-life-science-service-providers-2023/

On this episode of Unfiltered Stories, Nandini Tare, Associate Practice Leader at HFS Research connects with Martha Amram, CEO, Glynt.AI to get her insights into the impact of the SEC sustainability regulations that was passed in the first week of March.

In this latest episode of HFS Unfiltered, Hridika Biswas, Senior Analyst at HFS Research is in conversation with Adam Bujak, CEO and co-founder of KYP.ai. The potential for process intelligence to impact broad based operational performance is vast. The need of the hour is a solution that can meet the scale and speed at which enterprises operate and the associated use cases that go enterprise-wide, tracking and contributing toward broad-based business performance. KYP.ai, a startup in Berlin, Germany, had a similar realization while developing its process intelligence product in its last five years of engaging with enterprise leaders. Read the full POV titled “Is your process intelligence tech rising to meet the challenges of enterprise scale and complexity?” here: https://www.hfsresearch.com/research/kyp-ai-process-intelligence/

HFS Research's Rohan Kulkarni and Smart Data Solutions CEO Shashi Yadaki debate balancing the ubiquity of AI, be it ML, NLM, or GenAI and its incredible potential to improve the triple aim of care (reducing costs, enhancing experiences, and improving health outcomes) with data privacy, security, and ethical algorithms requires a new level of maturity and sophistication. In this conversation moderated by HFS Research's Saurabh Gupta, we explore the possibilities of addressing non-medical costs in healthcare and the disruption that self-insured employers are driving quietly but steadily.

Many enterprises are grappling with changing customer expectations, and need to transform fast to meet them.  So, in this edition of Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research caught up with two Capgemini thought leaders Juliet Fehr, Head of CX Transformation, Intelligent Customer Operations at Capgemini, and Sara Elmsly, Contact Centre Go to Market Lead, Digital Customer Experience at Capgemini to explore the following: What's the state of CX transformation today? How are companies viewing CX and what are their measurements? Are they looking in a broader scope today than several years ago? What about the band-aid solutions that had been put in place during the pandemic — how do you remedy these issues for today's CX needs? And what's the right balance between digital deflection and providing stellar personalized services? Can you share some examples of companies that have approached CX transformation well, or not well?  What are the lessons learned? What does the future look like— what constitutes “winning” CX in a market that demands differentiation?

On this HFS Videocast, two of the authors Hridika Biswas, Senior Analyst, and David Cushman, Executive Research Leader at HFS Research talk about the HFS Horizons Report​ - Intelligent Document Processing Products, 2023 ​which was released recently. This HFS Horizons Report examines how intelligent document processing (IDP) technology vendors help clients embrace IDP products to drive process transformation. The study evaluated the capabilities of tech vendors across the HFS IDP products value chain. We assessed and rated the intelligent document processing services of 26 IDP technology vendors across dimensions, addressing why, what, how, and so what. This report includes detailed profiles of each technology vendor, outlining their HFS Horizons placement, provider facts, and strength and development opportunities across the three Horizons: Horizon 1: Vendors driving functional digital transformation by using IDP solutions. Horizon 2: Vendors exhibiting the HFS OneOffice™ mindset and demonstrating enterprise-level outcomes. Horizon 3: Vendors exhibiting HFS' OneEcosystem™ approach, driving new business models, and generating new sources of value for enterprises. You can read this HFS Horizons Report here. Read the associated blog, “IDP goes beyond document processing to unlock insights from masses of data” here.

On this HFS Videocast, two of the authors Ashish Chaturvedi, Practice Leader, and Krupa KS, Senior Analyst at HFS Research talk about the HFS Horizons Report​ - Retail and CPG ​Service Providers, 2023 ​which just got released. This HFS Horizons Report assesses how well service providers are helping their Retail and CPG clients embrace innovation and realize value. ​ Horizon 1: Providers can drive functional digital transformation by reducing costs and improving speed and efficiency, for example, modernizing corporate functions such as F&A, sourcing and procurement, IT, HR, and customer service.​ Horizon 2: Providers have Horizon 1 characteristics and the ability to transform end-to-end retail and CPG services, creating unmatched stakeholder experience with a OneOffice™ mindset, for example, creating modern, value-based supply networks. Horizon 3: Providers have Horizon 2 characteristics and are driving entirely new sources of value with a OneEcosystem™ approach, for example, CPG firms adopting direct-to-consumer (DTC) sales models or retailers espousing social commerce to boost their top line. ​ You can read this HFS Horizons Report here. Read the associated blog, “Retail and CPG firms turn to innovation to combat the digital dichotomy” here. 

In this HFS Videocast, Ashish Chaturvedi, Practice Leader at HFS Research is in conversation with Sunil Chauhan, SVP and Global Head New SAAS, and Raja Roy, Head – Digital Transformation, two senior supply Chain Leaders at Tech Mahindra. The discussion covers the following topics: Why must enterprises move from traditional and linear supply chains to networked and autonomous ones - Tech Mahindra's approach and proven results. Why enterprises need to look at outsourcing all supply chain functions to a single service provider to achieve faster and better results. How does Tech Mahindra engage in E2E transformation? What would be the role of providers in eco-system-driven supply chains? How Tech Mahindra brings all the capabilities together to work with different entities within a supply chain. How should enterprises approach sustainability across the supply chain? What is the current picture, and how will the future be shaped? You can read the report "HFS Horizons: Supply Chain Services, 2023" here.

Generative AI (GenAI) has exploded. HFS Research is on a mission to identify what's fluff versus what's driving real value for enterprises. In this edition of HFS Unfiltered, we discuss how Apex Fintech Solutions worked with Genpact's riskCanvas and Amazon Bedrock to rapidly develop and put into production GenAI capabilities in perhaps an unlikely place – financial services. And not just in financial services, but in anti-financial crimes compliance. This is a domain that is heavily regulated, requires strong domain knowledge, and perhaps as a result is heavily manual. Perfect. Discussion topics include: Apex's objectives for GenAI. How Genpact's riskCanvas helped create a data baseline. The role that Amazon Bedrock's “foundation models-as-a-service” played. The outcomes – value and benefit with a side of responsible AI and keeping regulators happy. Actionable recommendations for making progress and impact with GenAI.

In this HFS Videocast, Melissa O'Brien, Executive Research Leader at HFS Research is in conversation with Jagdish Ghanshani, Travel & Hospitality Lead, North America, and Nick Shay, Travel and Hospitality, Lead International at Publicis Sapient. Publicis Sapient was named as a Market Leader in HFS Horizons: Travel, Hospitality, and Logistics Services study. The firm's strategy aligns well with our Horizon 3 vision of creating synergies across the enterprise ecosystem. HFS Horizon evaluated 21 service providers across the Why, What, How and So What dimensions align with Publicis Sapient's ability to drive a OneEcosystem synergy via collaboration to create completely new sources of value. The study highlighted the key themes that are impacting the travel, hospitality, and logistics industries, including customer experience, ESG, health and safety, partnerships, and employee training and development. The services industry is attracting service providers of all stripes including IT service providers, domain experts, consultants, and BPO players in an attempt to address enterprise challenges with staff augmentation, digitalization, and modernization. Also discussed in our videocast is the emerging opportunity that generative AI presents to further create ecosystem value across the travel, hospitality, and logistics landscape. You can read the report "HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023" here.

On this HFS Videocast, one of the authors Rohan Kulkarni, Practice Leader - Healthcare and Life Sciences at HFS shares some insights and key takeaways from the HFS Horizons Report - Life Science Service Providers, 2023 which was released recently with Elena Christopher, Chief Research Officer at HFS Research. In the HFS Horizons: Life Science Service Providers, 2023 study, we evaluated 29 service providers for their ability to address the cost (Horizon 1), experience (Horizon 2), and health outcomes (Horizon 3) for health consumers globally. You can read this HFS Horizons Report here. Read the associated blog, “Pharmas' desire to accelerate results is being matched by supplier sophistication…mostly” here.

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research connects with Ricardo Davila, Sales and Cloud Leader at Microsoft, Jason Kelley, GM, Strategic Partners, and Chris McGuire, GM, Microsoft Partnership at IBM Consulting to understand how IBM and Microsoft are collaborating to create completely new sources of value for enterprises. Read the related POV "From competitors to collaborators, IBM and Microsoft partner to unleash OneEcosystem™” here.

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research connects with Indira Gillingham, VP Partner Alliances at Salesforce, and Jason Kelley, GM at IBM Consulting Strategic Partners to understand how IBM and Salesforce are collaborating to create completely new sources of value for enterprises. Read the associated POV, "Salesforce and IBM partner to bring the OneEcosystem™ to life" here.

Commercial banking is a critical revenue generator for financial institutions. However, as we found in a recent study conducted by HFS Research in partnership with Infosys, the lion's share of digital investment has often gone to the retail banking line of business, leaving commercial customers hungry for innovation. In this edition of HFS Unfiltered, we caught up with Chinmay Patel, the CIO for Commercial Banking Technology at Citizens Bank to discuss how Citizens is driving innovation in commercial banking despite some pretty notable market headwinds. Key discussion topics include: Building healthy regional commercial banks Driving impact and progress amid macroeconomic challenges Balancing short-term wins with long-term innovation needs Bringing generative AI and other fantastic innovations to work for commercial banking Activating ecosystems as a critical growth strategy

In this edition of Unfiltered Stories, Don Ryan, Chief Strategy Officer at HFS Research discusses with Rex Ahlstrom, CTO & Executive VP- Innovation & Growth at Syniti, and Allan Coulter, Distinguished Engineer & Global CTO - SAP Services at IBM the business case and requirements for effective data management. Our research shows Perception isn't reality when it comes to data. Rex Ahlstrom leads the company's product strategy and development roadmap and drives customer adoption of its technology. Whereas, Allan Coulter drives value-engineered outcomes for organizations transforming with SAP technology and IBM offerings. Syniti and IBM have a strong history and long-standing partnership, working to solve complex data challenges for some of the world's largest organizations. Data has become a core element of the strategy for every organization. HFS Research recently conducted a global survey of 300+ executives from large enterprises to understand the state of data management and uncover areas of opportunities and challenges. So, in this videocast, they are going to review the findings and share examples of how companies can improve data management and data quality to drive business success. Read the full report here: https://www.hfsresearch.com/research/perception-isnt-always-reality-the-case-for-more-effective-data-management/

In a recent study conducted by HFS Research in partnership with Infosys, we explored the “tale of two cities” market where there is an array of macroeconomic challenges with very real impacts such as the recent bank failures. But there is also incredible innovation with the potential to drive vast change and improvement. HFS caught up with Rajesh Wadhwa, Global Head of TTS Core Trade and Loan Servicing Technologies, Citibank, to talk about what this delicate balance means for the world of trade finance. In this talk, we answer the following questions: What the heck is trade finance? What are the biggest challenges facing this dynamic facet of the financial services sector? How is Citibank grappling with talent in a hybrid world? How is innovation driving process improvement in trade finance? What's the evolving role of ecosystems?

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research & Advisory Services at HFS Research is in conversation with Andie Henrich, Distribution Sector BPO Leader, and Neeraj Manik, Vice President and Senior Partner at IBM about how can enterprises balance the macroeconomic “slowdown” with the “big hurry” to innovate. Saurabh, Andie, and Neerja cover a range of topics, including: We at HFS are calling 2023 the year of digital dichotomy: On one hand, there is an imminent “slowdown” given the macroeconomics of bank collapses, inflation, supply chain disruption, the war in Europe, massive layoffs, etc., and on the other, there is a “big hurry” to innovate and find new sources of value to grow and differentiate - So, how should companies balance their priorities and investments to deal with this digital dichotomy? In the last two decades, the enterprise transformation narrative has been centered around “digital.” Digital is now Horizon 1. It is essential for survival. But the problem with the focus on digital is that it centers around technology. It's clear that enterprises need a OneOffice mindset to drive real transformation across people, processes, technology, data, and culture – So, how is IBM helping its clients bring together both business and IT stakeholders with common goals? An example of an IBM client whom you've helped with holistic enterprise transformation involving both business and technology stakeholders? What are the practical suggestions for both clients and service providers to move beyond basic effort-based pricing so innovation is baked into the relationship? Because ultimately you get what you pay for!

Yusuf Tayob, Group CEO at Accenture Operations talks with Phil Fersht, CEO and Chief Analyst of HFS Research, at the HFS Horizons Summit-NYC on May 16, 2023.

Tony Filippone, Chief Procurement Officer at AXIS Capital talks with Phil Fersht, CEO and Chief Analyst of HFS Research, at the HFS Horizons Summit-NYC on May 16, 2023.

Mihir Shukla, CEO and Co-Founder at Automation Anywhere talks with Phil Fersht, CEO and Chief Analyst of HFS Research, at the HFS Horizons Summit-NYC on May 17, 2023.

Google has started rolling out passkeys as an alternative to passwords for signing into its platform, the internet search giant said in a blog post yesterday. Pando, a supply chain software company, has raised $30 million in its Series B funding round, bringing the total capital raised to $45 million. Also in this brief, Infosys makes an ecosystem play in banking and financial services with a new report; fintech is estimated to hit $1.5 trillion in India by 2030; and Kazam, an EV infrastructure management platform provider, has raised $3.6 million from Avaana Climate Fund. Notes: Google has started rolling out passkeys as an alternative to passwords for signing into its platform, the internet search giant said in a blog post yesterday. Passkeys are easier and more secure than passwords as they allow users to sign in using a fingerprint, face scan or screen lock PIN, instead of relying on memorable but easy-to-guess phrases like “password123”. Passkeys are also resistant to online attacks like phishing, making them more secure than SMS one-time codes. Google Workspace administrators will soon be able to enable passkeys for end-users during sign-in. However, passwords and two-step verification will still work for Google accounts. And among Google's billions of users are its massive Android user base in India. According to the 'Internet in India Report 2022' by the Internet and Mobile Association of India (IAMAI) and KANTAR, 52 percent of Indians (759 million) are active Internet users, with rural India driving much of the growth. The report predicts that by 2025, the number of active internet users in India will reach 900 million, with 56 percent of new users coming from rural India. However, there is a significant digital divide between states, with some having much lower levels of internet penetration than others. As mobile internet expands further into India, fintech is an area that is expected to continue to grow strongly. According to a report by Boston Consulting Group (BCG) and QED Investors, financial technology revenues are expected to increase from $245 billion to $1.5 trillion by 2030. In some IT services news, Infosys and HFS Research conducted a study titled "The ecosystem imperative: How to create new sources of value in BFS enterprises," which found that creating collaborative ecosystems is the new hope for driving growth and creating new forms of value for BFS enterprises. While revenue growth and profitability are still top business objectives for firms, the creation of ecosystems is a new contender. However, without an interim stage of enterprise modernization, efforts to create ecosystems may fail. Acquiring and retaining talent, lack of centralized data governance, and legacy tech are the biggest roadblocks to ROI from innovation investments. In some startup funding news, Pando, a supply chain software company, has raised $30 million in its Series B funding round, bringing the total capital raised to $45 million. The funding was led by Iron Pillar and Uncorrelated Ventures and included participation from existing investors Nexus Venture Partners, Chiratae Ventures, and Next47, as well as several American CEOs and angel investors. And Kazam, a platform for managing electric mobility infrastructure, has raised $3.6 million in a funding round led by Avaana Climate Fund, the company said in a press release yesterday.

Ravi Kumar S, CEO of Cognizant, talks with Phil Fersht, CEO and Chief Analyst of HFS Research, at the HFS Horizons Summit-London on March 23, 2023.

This edition of Unfiltered Stories is a “power of operations” spotlight in which Elena Christopher, Chief Research Officer at HFS Research discusses with Jasmeet Narang, Chief Transformation Officer and Head of Operations at Santander UK, and Rohan de Souza Global Account Partner for Santander at Genpact how Santander UK, the largest bank in Europe, with the help of its partner Genpact is driving significant CX (customer experience) and EX (employee experience) improvements not to mention improved cost: income ratios. And we're not even going to mention cloud or core banking modernization. Elena, Jasmeet, and Rohan cover a range of topics, including: WHY: Why did Santander UK want or need to change anything about how it was running its business? WHAT: What did Santander UK decide to do to address its needs – what was the right solution and approach? HOW: How many firms did Santander UK evaluate and what ultimately sealed the deal with Genpact? And how did the mechanics of the solution come together? SO WHAT: What has Santander UK achieved and what are you most proud of? WHAT NEXT? LESSONS LEARNED: What is your one actionable recommendation for other banks that may be on a similar journey?

In this HFS OneOffice Awards Videocast edition, Mike Finn, Practice Leader, Employee Experience and Sustainability at HFS Research speaks with HFS OneOffice Awards Diversity category finalist Kaushik Sarawgi, Managing Director (APAC/EMEA) at RRD GoCreative. Mike and Kaushik Pradip cover a range of topics, including: RRD's innovative social impact outsourcing partnership with Business 2 Rural which delivers employment opportunities in remote Himalayan villages in northern India. RRD's partnership with B2R has been recognized as a Finalist in the Diversity category in the HFS OneOffice Awards 2022. To know more, visit here https://www.hfsresearch.com/one-office-awards/rrd-go-creative-in-partnership-with-b2r-business-to-rural/

In this edition of Unfiltered Stories, Sam Duncan, Practice Leader at HFS Research connects with Saket Sinha, Senior Client Partner at IBM Consulting, Hirander Misra, Chairman & CEO at GMEX Group, and Michael Kessler, CEO & Founder at Tokenise. During the session, they covered a range of topics including: Why we have seen a growing interest in tokenization. How tokenization could impact financial services, and how traditional financial services firms should respond. What the future holds for tokenization. How big tech firms can help financial services firms with their tokenization efforts.

HFS Research and Genpact collaborated on a unique study to learn about care management opportunities and explore the commercial viability of social determinants of health. The study included 100 US health plan CXOs and 250 CXOs are US-based self-insured employers. In this videocast, we discuss: Care management insights from the study pose an opportunity for both health plans and self-insured employers Critical insights on how health plans and employers think about social determinants of health and what they plan on doing about it The opportunities for service providers to partner with employers and health plans to help them take care management and social determinants of health to the next level You can read the related POVs here: Employers are steps away from helping expand social determinants of health Enhanced data analytics must power health plan SDoH and care management solutions

In this edition of Unfiltered Stories, Reetika Fleming, Executive Research Leader, and Saurabh Gupta, President, Research & Advisory Services at HFS Research are in conversation with Narasimha Kini, Executive Vice President, and Anita Mahon, Executive Vice President and Global Head of Healthcare at EXL about the idea of data-driven finance. HFS, in partnership with EXL, reached out to 207 F&A leaders worldwide and across industries to understand how the finance landscape is changing and embracing the journey to becoming data-driven. This report highlights these enterprises' responses to this journey, where they see themselves in it, and what role they see “finance” as a means to achieving this end. Reetika, Saurabh, Narasimha, and Anita cover a range of topics, including: What is the north star for CFOs? So, is there a shift in how CFOs and the finance organization want to be perceived in the organization too? Where are the people on this journey of data-driven finance? What muscle group does finance either need to develop or bulk up to be data-driven? How should finance function and healthcare think about this idea of becoming data-driven? In our report, we identified the subset of companies that are making strong progress on elements of data-driven finance - Who are they and what is their secret sauce? What are the best practices that EXL is seeing from their successful clients on this data-driven journey? You can read the related POV here: https://www.hfsresearch.com/research/behind-every-successful-enterprise-is-data-driven-finance/

In this edition of Unfiltered Stories, Reetika Fleming, Executive Research Leader, and Saurabh Gupta, President, Research & Advisory Services at HFS are in conversation with Kris Koneru, Strategic Business Practice Head, Sourcing & Procurement at Infosys BPM about the future of procurement. What is the future of procurement's role in driving new value? What are the hurdles? And what are the lessons learned from Procurement Achievers? To find out, HFS Research, in partnership with Infosys BPM, surveyed 300 senior procurement executives across the Global 2000 enterprises. Our study reveals that procurement is uniquely positioned to become the “ecosystem builder” for an enterprise. Still, the path is challenging and requires a fundamental mindset shift within procurement and its stakeholders. Reetika, Saurabh, and Kris cover a range of topics, including: What is the north star for CPOs today? What does our study show? Why is it challenging & what is holding people back? Did our survey show any gold nuggets of CPOs that they are learning to balance this dual role of managing cost interest and looking to partner externally? How should procurement leaders think about their talent and skillset for the future? How can the focus on sustainability also help procurement leaders to start to play this new role a little bit? You can read the related POV here: https://www.hfsresearch.com/research/procurement-is-uniquely-positioned-as-the-enterprise-ecosystem-builder/

In this HFS OneOffice Awards Videocast, Sam Duncan, Practice Leader at HFS Research, talks with Sandeep Arora, Vice President at Sysco Business Services, and Rajeev Girdhar, Global Relationship Manager at Genpact about their OneOfficeTM Award win in Data and Decision category and overall journey. Sam, Sandeep, and Rajeev cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/sysco-in-partnership-with-genpact/

A “need for speed” is accelerating low-code adoption. Ninety-five percent (95%) of enterprises surveyed by HFS Research, in partnership with Infosys, have either adopted or are trialing low-code or no-code solutions. Joel Martin, Research Leader at HFS talks with Susan Rousseau, Global Head of Digital Strategy and Emerging Business at State Street Global Markets, and Himanshu Arora, Global Sales Head, Low Code Practice and Digital Transformation Advisor at Infosys about selecting, implementing, and sustaining a low-code strategy for your business. The webinar had a discussion on these points: Whether low code is ready for prime time. How to implement low code to increase speed to value and a business-centric agile mindset. The 5 questions to ask your technology and partners when selecting a low code solution to build your digital strategy on. Facing off on the webinar: Susan Rousseau, Global Head of Digital Strategy & Emerging Business at State Street Global Markets, and Himanshu Arora, Global Sales Head, Low Code Practice and Digital Transformation Advisor at Infosys will join Joel Martin, Research Leader at HFS Research to share their findings and learnings from significant research conducted around low code.

In today's episode Nico and Andreas talked about the well-known research companies like Gartner, Forrester, Everest Group and HFS Research. They explain what a research company does and identify the differences. Furthermore they answer the question if you can trust research companies. Enjoy listening! :) Do you have questions, topic suggestions or you heard a rumours in the automation world? Get in touch with us: Website: https://www.botsandpeople.com Email: podcast@botsandpeople.com Automation Community: https://discord.com/invite/9wMRxuzfnZ LinkedIn Andreas: https://www.linkedin.com/in/andreaszehent/ LinkedIn Nico: https://www.linkedin.com/in/nicobitzer/

In this HFS OneOffice Awards Videocast, Melissa O'Brien, Research Leader & Head of Research at HFS Research, talks with Antonio Calco' Labruzzo, Global Head of HR at Takeda Business Solutions & Global Real Estate, Facilities, Procurement about their OneOfficeTM Award win in People and Process Change category and overall journey. Melissa and Antonio cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/takeda-pharmaceutical-company-in-partnership-with-takeda-business-solutions/

In this HFS OneOffice Awards Videocast, Tom Reuner, Research Leader at HFS Research, talks with Avesh Maruti Godase, Senior Vice President, Section Head at DNB, and Antony Sudagar Gnanaraj, CBO, IT Infrastructure Services Delivery Management at TCS about their OneOfficeTM Award win in Native Automation category and overall journey. Tom, Avesh, and Antony cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/dnb-in-partnership-with-tcs/

In this HFS OneOffice Awards Videocast, Josh Matthews, Practice Leader at HFS Research, talks with Infosys Vice President, Corey Glickman and Associate Vice President, Aruna Newton about their OneOfficeTM Award win in Sustainability category and overall journey. Josh, Corey, and Aruna cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/infosys/

In this HFS OneOffice Awards Videocast, Sarah Little, VP, Content, and Strategy, CEO's Office at HFS Research, talks with Pradip Khemani, Vice President, Global Business Services and Healthcare Business Operations at Blue Shield of California about their OneOfficeTM Award win in Diversity category and overall journey. Sarah and Pradip cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/blue-shield-of-california/

In this HFS OneOffice Awards Videocast, Joel Martin, Research Leader at HFS Research, talks with Frank Gentile, Vice President of Digital Operations & Customer Success at Follett, and Robert Brillhart, North America Practice Lead, Intelligent Customer Operations at Capgemini about their OneOfficeTM Award win in OneOffice Mindset category and overall journey. Joel, Frank, and Robert cover a range of topics, including: The unexpected issues, benefits, or learnings they experienced. What they would do differently if they were to do this again. Any tips they can offer to others considering this journey. To know more, visit here https://www.hfsresearch.com/one-office-awards/follett-in-partnership-with-capgemini/

In this edition of Unfiltered Stories, Sam Duncan, Practice Leader at HFS Research, connects with Marty Pavlik, Executive Vice President at DocuLabs, and Christoph Kisker, Vice President of Digital Consulting at Celonis, about how the two firms are collaborating.

This episode features an interview with Melissa O'Brien, Research Leader at HFS Research. Melissa discusses simple ways to apply automation to both the customer and employee side to create an efficient and balanced customer experience.Quotes*”​​There's so much data, in particular in the contact center, that just gets overlooked. It's a treasure trove of information.  How can you understand your customer before they call in? Do you have kind of a golden record or repository of this customer's background, their buying habits and what their social media sentiment has been? I think one of the big things that you can use data for is to actually help an agent have context before a customer gets on the phone. And that you can really tackle by having the right kind of omni-channel and the right CRM integrations.”*”A lot of times, companies have a software license that comes with a chat bot, so they feel compelled to roll it out. And that has resulted in a lot of chat bot fatigue. Because it's a poorly designed chat bot. They're just put out there with their FAQ's. You could get the same responses just searching the website. It's not just ineffective, it's also a detriment to the brand, because people are then having frustrating experiences on your site.”*”If you do it really well, you have this nice flow between an intelligent virtual assistant and an agent. If it needs to hand off for context, that's going to make or break an experience.”Time Stamps*[0:08] The Case of Balancing Automation with Human Interaction*[0:44] Introducing Melissa O'Brien, Research Leader at HFS Research*[4:59] Evidence #1: All processes are manual*[10:15] Evidence #2: Implementing automation seems too big a task*[14:09] Evidence #3: No visibility on data to pinpoint what to automate*[25:50] Debrief*[26:35] HGS PubBioMelissa O'Brien is Research Leader at HFS Research. Melissa leads HFS' research initiatives for CX services including digital marketing and sales, contact center, and digital associates. Melissa brings over 13 years of both hands-on industry and analyst experience to her role at HFS. She previously led IDC's Worldwide Customer Experience Management Services program, including in-depth analysis of evolving contact center business process delivery and consumer communication trends.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.Links:Connect with Melissa on LinkedInCheck out HFS ResearchConnect with Lyssa on LinkedInCheck out HGS

Reetika Fleming, Research Leader at HFS Research, talks with Nicole Gallant, Vice President of Alliances at Celonis and Scott Layton, VP and Global Leader of Finance Transformation at IBM, about how the two firms are collaborating.

On this HFS Videocast, Reetika Fleming, Research Leader at HFS Research, connects with Yaron Bialy, Product Manager, Advanced Process Automation Solutions at NICE, and Martijn Zuiderbaan, Chief Commercial Officer at PAteam to discuss taking a data-driven approach to designing business processes.

Welcome to another HFS Videocast in which we bring you insights and perspectives from the HFS Research leaders. In this HFS Videocast, our Chief Marketing Officer (CMO) is in conversation with Joel Martin, Research Leader and co-author of an interesting research titled “Low-code addresses the fast-paced go-to-market needs of accelerating Digital”. In this videocast you can listen to: The five factors driving the adoption of low-code and no-code within organizations. Why successful low-code adoption requires a OneOffice mindset for collaboration, partnering, and outcome-based activities. Low code adoption trends in 2022 For reading the full report, go to https://www.hfsresearch.com/research/low-code-addresses-the-fast-paced-go-to-market-needs-of-accelerating-digital/

Rohan Kulkarni is the healthcare practice lead at HFS Research. HFS Research is recognized as second to Gartner in healthcare influence among decision-makers.   In this episode, we discuss the “triple aim” model, which addresses the three pillars in healthcare:   1)    Improving patient outcomes 2)    Reducing the cost of care 3)    Enhancing the care experience through engagement  In our limited time together, we reviewed the first two pillars and spoke in more detail on the third pillar, enhancing the care experience, which is equivalent to the customer experience in business. Rohan's background is in product management in health plans. Most recently, he was CIO at Versant Health before joining HFS Research. His extensive background in healthcare and being a consumer of health care services (as we all are) has led him to many insights on these three pillars and ways we can improve the care experience.   The Triple Aim Construct in Healthcare The triple aim is recognized as a construct to measure how well we are doing in delivering healthcare services. In the U.S., the cost of healthcare has been increasing at twice the rate of inflation. Chronic conditions such as diabetes, hypertension, and cardiac disease are on the rise. Life expectancy in the U.S. has declined from 79 to 78 years of age, despite rapid advancements in healthcare technology. [KL1] [BB2] This data supports the need for a triple aim engagement model.   Enhancing the Care Experience through Engagement A healthcare consumer is a patient and a healthy member of a healthcare plan, possibly an employee, or a beneficiary of a government program. Each role is unique, with different expectations.  In reality, the current state of healthcare is sick care. The experience at the point of care happens when people are already ill and trying to get back to health. However, we could benefit significantly from increased engagement with our healthcare providers and professionals when we are healthy.  In a traditional customer journey model, a brand engages with consumers at different touchpoints throughout their purchasing journey. In healthcare, there is no current construct of engagement. Healthcare engagement is limited to transactions at the point of care. The opportunity to improve is providing omnichannel engagement during the patient's life journey before they are sick. This approach can increase the chance of the patient remaining healthy and/or recognizing circumstances that warrant healthcare treatment sooner to reduce the severity of illness and the cost of care.  Ownership-Based Engagement An HFS Research study found that a healthy consumer with an income above the median wage is more satisfied with their experience at their point of care. By comparison, those dealing with illness and whose income is below the median wage are less satisfied with their healthcare experience. This data calls out the inequity in healthcare in the U.S.   Rohan points out that the potential remedy to address this inequity is to create an engagement process with shared ownership among the stakeholders, including the patient, the entities providing care delivery (e.g., hospitals, doctor groups, etc.), and employers who either self-insure or insure through traditional carriers.  Rohan points out the importance of educating consumers with vital information to enable them to improve their healthcare journey. Allowing the patients to manage their data and chart their choices in food and activities with accurate information in a shared ownership model would go a long way toward improving healthcare.   More than Just a Transactional Model  Setting up an engagement model would create a shared experience with incentives among all the stakeholders to maximize better health outcomes and reduce the cost of care delivery. Giving consumers a reason to stay healthy through information and resources would benefit all the stakeholders.  The health plan providers and employers should also be encouraged to engage patients during their healthy times, mainly since so many chronic conditions are often poorly managed for many reasons, including a lack of accurate information consumed by patients.   For effective engagement to happen, patients need to be educated about their health choices. And when they do need sick care, they need support and assistance with medication and other care details.  The Future of Triple Aim Rohan hopes we will eventually reduce cost and improve patient outcomes and improve engagement, largely through evolving technology and the availability of innovative health plans.  Our population is constantly evolving. Lifestyles are changing. We're likely to see more consumer engagement and literacy on healthcare topics. Healthcare distribution channels, including employers and the government, will play a different role, mainly as information concierges. As new distribution models emerge, they can disrupt the industry in favor of engagement and better patient outcomes.   Not surprisingly, Rohan enjoys a healthy lifestyle. He enjoys cooking healthy meals and hiking with his wife on the Appalachian trails near his home in northern Virginia.  Learn more about iQor digital customer experience capabilities.  Watch the video here. Read the blog post here.  

In this episode of “Keen On”, Andrew is joined by Azeem Azhar, the author of “The Exponential Age: How Accelerating Technology is Transforming Business, Politics and Society”, to discuss the widening gap between AI, automation, and big data―and our ability to deal with its effects. Azeem Azhar is an award-winning entrepreneur, analyst, strategist, investor. He produces Exponential View, the leading newsletter and podcast on the impact of technology on our future economy and society. Azeem is a strategist, analyst, product entrepreneur, influencer and writer with a passion for all things technological. Currently he is also Senior Advisor in Artificial Intelligence to the CTO of Accenture, a member of the World Economic Forum's Global Futures Council on Digital Economy & Society, Advisory Member of HFS Research & Advisor at CognitionX. Visit our website: https://lithub.com/story-type/keen-on/ Email Andrew: a.keen@me.com Watch the show live on Twitter: https://twitter.com/ajkeen Watch the show live on LinkedIn: https://www.linkedin.com/in/ankeen/ Watch the show live on Facebook: https://www.facebook.com/lithub Watch the show on YouTube: https://www.youtube.com/c/LiteraryHub/videos Subscribe to Andrew's newsletter: https://andrew2ec.substack.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of OneTAKE Live, Ian speaks with Phil Fersht, founder, CEO and chief analyst at HFS Research about how smart technology and innovative research are rapidly transforming the outsourcing industry.

Gooood Moooorning my listeners!This is Wiktor Doktor and my show "Good Morning BSS World". This is the third episode of this podcast and this time I am not alone. In teh second half of November 2019, Karel Franchois, the Vice President of HFS Research was visiting Poland. Karel was a speaker on 3rd Polish - Ukrainian Outsourcing Forum in Rzeszow organized by Pro Progressio. After the Forum I was driving Karel back to the airport and we decided to have a chat about HFS Research - the company Karel works for. So - what is HFS Resarch, what do they do, where are they present, who is and who may be their client and many more - this is what you will get from this episode.I need a quarter of your time, take a sit, run or drive and enjoy listening.If you are liking what you are hearing, tell others, subscribe and leave your comment. Remember - you may listen to this show on Spreaker, Spotify, Google Podcasts, Apple Podcasts, You Tube and many other platforms. --- usefull links ---Karel Kranchois LinkedIn - https://www.linkedin.com/in/karelfranchois/HFS web page - https://www.hfsresearch.com/TOP 10 HFS Reports - https://www.hfsresearch.com/top-10-reportsPolish - Ukrainian Outsourcing Forum in Rzeszow Karel was talking about - https://bsstour.com/rzeszow2019/Pro Progressio - the company I have a pleasure to work for - https://www.proprogressio.pl/en/

Customer success, service, and support are crucial components of customer experience strategy. On this episode, Michael Krigsman explores the future of customer success and contact centers with two of the world's most qualified experts on professional services call center outsourcing.The guests on this episode are Chris Caldwell, President of Concentrix Corporation, a multi-billion leader in the contact center industry and Phil Fersht, a world-renowned industry analyst and the founder of HFS Research.

Customer success, service, and support are crucial components of customer experience strategy. On this episode, Michael Krigsman explores the future of customer success and contact centers with two of the world's most qualified experts on professional services call center outsourcing.The guests on this episode are Chris Caldwell, President of Concentrix Corporation, a multi-billion leader in the contact center industry and Phil Fersht, a world-renowned industry analyst and the founder of HFS Research.

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX. Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019. https://www.linkedin.com/in/melissa-o-brien/ https://www.hfsresearch.com/

Digitization is a hot topic in procurement today, and while it will undoubtedly have a big impact on the future of our profession, it is often difficult to separate the hype from the reality.  There are few organizations better positioned to help me explore this topic than HfS Research – a company I have followed for a long time – and their Chief Strategy Officer, Saurabh Gupta. In today’s episode, Saurabh provides a “Three Horizon” roadmap. Horizon One technologies are those that must be explored and utilized today, while Horizon Three technologies are those that are more experimental.  I also question Saurabh to share details of HfS’ “OneOffice” thinking, and to answer a question that has long been on my mind: how exactly an analyst research report is written.

HR, finance, procurement, supply chain and customer experience operate as separate functions within organizations. But are these silos still relevant in today’s digital era? More specifically, does intelligent automation, with its ability to optimize business processes, offer a digital means to break down these corporate walls and create a more homogeneous organization? And if so, to what end? In this fifth episode of the CFOW podcast series, we’ll explore just that with Phil Fersht, founder and CEO of HfS Research.

The fourth in the Cognizant Center for the Future of Work (CFoW) podcast series, in this episode, our CFoW business leader discusses the future of third-party infrastructure services with Jamie Snowdon, Chief Data Officer and Ollie O’donoghue, Senior Research Analyst at HFS Research. Tune in to learn more about maximizing the strategic value of IT investments and managing the transformative impact of the new machine age better.

Here is Gerd Leonhard's Podcast of a fabulous event in New York on the 16th of September. Thanks to Phil Fersht for inviting him! Gerd's slides can be found here: http://www.futuristgerd.com/wp-content/uploads/2016/09/Digital-Ethics-and-The-Future-of-Business-Cognition-NY-Gerd-Futurist-Public-web.pdf

OCR published a memo on Aug 1, 2016.  The title is "Do you know who your employees are?".  It is a great reminder about insider threats that we should all worry about regularly. Quoted directly from the memo. ============================ Although all insider threats are not malicious or intentional, the effect of these threats can be damaging to a Covered Entity and Business Associate and have a negative impact on the confidentiality, integrity, and availability of its ePHI. According to a survey recently conducted by Accenture and HfS Research, 69% of organization representatives surveyed had experienced an insider attempt or success at data theft or corruption. Further, it was reported by a Covered Entity that one of their employees had unauthorized access to 5,400 patient’s ePHI for almost 4 years. For more visit: HelpMeWithHIPAA.com/70

In this edition, we feature a conversation between HfS CEO and Chief Analyst, Phil Fersht and Gajen Kandiah--executive Vice president for business process services and digital works at Cognizant. In March and April of 2016, with input from the Cognizant Center for the Future of Work and the Cognizant BPS practice HfS Research surveyed more than 370 enterprise service buyers. The key objective was to understand how the operational fabric of enterprises is being impacted by new standards, Automation, As-a-Service delivery models, SMAC-based digital process change and mandates from the C-Suite to restrict labor recruitment initiatives. The results show a fundamental shift in organizational thinking from the old silioed approaches to sourcing.