Podcasts about hfs research

In this videocast, Joel Martin, Executive Research Leader at HFS Research, sits down with Cedric Foray, Global and EMEIA Telecommunications Sector Leader at EY, for an insightful conversation on the evolving telecom landscape. Together, they explore how accelerating transformation in the telecom industry demands a strategic realignment of AI and operations, driven by outcomes, not just activity. Cedric shares EY's perspective on sector-oriented transformation and the importance of integrating AI into the core of telecom strategy. Key themes discussed include:EY's sector-specific approach to telecom transformationThe critical role of speed in driving innovationStrategic alignment of AI and operationsEmbedding corporate strategy into service executionShifting from effort-based to outcome-focused delivery models Read more in HFS's Telecom Services Horizon 2025 report here: https://www.hfsresearch.com/research-category/horizons-report/

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/

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.