Podcasts about hfs research

In this episode, HFS Research's Dana Daher is joined by Genpact's Ajay Vasal to unpack insights from a new study of over 500 enterprise leaders on what it really takes to scale agentic AI. While most organizations believe the technology is ready, very few are prepared to let AI act autonomously. The conversation explores why this is not a technology challenge, but an operating model shift that requires rethinking processes, governance, and decision-making at a fundamental level. Drawing from real-world experience, Ajay shares how enterprises can move beyond pilots and unlock value by redesigning workflows for AI, establishing accountability, and shifting how success is measured. This is a practical discussion on what separates AI ambition from execution. What you'll learnWhy scaling agentic AI is an operating model challenge, not a technology oneThe gap between AI ambition and enterprise readinessHow to redesign processes for autonomous executionWhat governance and accountability look like in an AI-driven environmentWhy productivity alone is not the right way to measure AI successHow leading enterprises are moving from pilots to real business impactKey takeawaysMost enterprises trust AI to recommend, but not to actAI cannot be layered onto processes designed for humansProcess redesign is critical to unlocking AI valueGovernance and decision ownership must be clearly definedMeasuring AI through productivity alone limits its true potentialOrganizations that treat AI as a business transformation will scale fasterAlso, read the associated Market Impact Report titled "Autonomy requires trust in AI", here: https://www.hfsresearch.com/research/autonomy-requires-trust-in-ai/

HFS Research selected OrbitShift as a Hot Tech for its ability to turn fragmented market signals into structured opportunity shaping and pipeline execution through full-stack agentic orchestration. In this videocast, HFS Executive Research Leader David Cushman sits down with OrbitShift co-founder and CEO Saurabh Mishra to unpack what that really means in practice. Together, they explore how sales teams are navigating an increasingly complex landscape filled with dashboards, signals, and AI tools, yet still struggle to prioritize the right opportunities at the right time. The conversation looks at how OrbitShift approaches this challenge differently, combining contextual intelligence, real-time data, and agent-driven workflows to support deal shaping and pipeline development. Saurabh also shares where automation works best, where human judgment remains critical, and how this balance is evolving as agent capabilities mature. From pipeline impact and user experience to the future of agent-to-agent interactions, this discussion offers a grounded view of how sales models are shifting and what it takes to turn signals into meaningful outcomes. Key points discussed:What kind of data makes the biggest difference to sales conversions? Where should agentic AI be deployed and where should humans remain at the helm, and how should we prepare for the rise of agent-to-agent sales?Read the HFS Hot Tech report, titled “HFS Hot Tech: OrbitShift”, here: https://www.hfsresearch.com/research/hfs-hot-tech-orbitshift/

Healthcare is undergoing a serious transition away from hardware-centric systems toward software-defined and physical AI-enabled healthcare environments. Healthcare is also moving toward a paradigm that is proactive, personalized, and ambient, leveraging intelligent technologies to improve patient care, operational efficiency, and clinical outcomes. The conversation explores how technologies such as advanced diagnostics, surgical robotics, remote monitoring, and smart medical devices are reshaping healthcare delivery. Gopal also shares practical insights into the challenges the industry faces around regulation, cybersecurity, data interoperability, verification and validation, and operational transformation. Most importantly, the discussion highlights how healthcare is gradually moving from reactive treatment models toward more proactive, personalized, and patient-centric care by 2030. This is a valuable conversation for healthcare leaders, technology executives, and anyone interested in the future of healthcare innovation. Watch this insightful interaction Ramachandran S, HFS Research, had with Gopalratnam VC, Executive Vice President and Global CIO at Philips, on the move toward software-defined healthcare. Key TakeawaysSoftware is becoming the key differentiator in modern medical devices. Intelligent systems and robotics are improving precision and operational efficiency in healthcare. Verification, validation, and compliance remain critical in healthcare technology adoption. Data fragmentation and lack of interoperability continue to slow innovation across healthcare ecosystems. The healthcare industry is moving toward more proactive and preventive care models. Personalized healthcare experiences will become increasingly important by 2030. Automation can help reduce administrative burdens for clinicians and healthcare staff. Future healthcare systems are expected to become more connected, efficient, and patient-focused.

AI is both exposing and accelerating the fight against tech debt, but it's not a silver bullet. In this episode of HFS Unfiltered Stories, Saurabh Gupta, President at HFS Research, speaks with Amardeep Setty, Director - Global IS - Customer Experience, at Nissan Motor Corporation, and Pinak Kiran Vedalankar, Group VP Technology & International Head of Engineering at Publicis Sapient, about what it really takes to become “AI-ready.” The discussion goes beyond technology to focus on mindset, governance, data readiness, and the shift toward new operating models.From using AI to tackle technical debt to introducing the concept of “context debt,” this conversation explores how enterprises must rethink architecture, decision-making, and transformation itself.

Is AI truly transforming insurance, or is it just the latest industry buzzword? In this episode of HFS Unfiltered, Saurabh Gupta, President at HFS Research, sat down with Prashant Hinge, Chief Information & Transformation Officer at MSIG USA, and Ian Maher, Research Fellow & Senior Advisor at HFS Research, to explore what it really takes to move AI from hype to measurable business value. From underwriting and claims to leadership alignment and talent fears, this candid conversation explores why most AI pilots never scale, and what separates the 5% that actually make it into production. They discuss:Why AI is just a tool, not a strategyThe gap between ambition and realityHow AI impacts insurance P&L, not just productivityThe real leadership challenge behind transformationWhy employee fear is an opportunity, not a barrierThe biggest mistake insurers make when scaling AIIf you're navigating AI in a highly regulated, legacy-heavy industry like insurance, this discussion is a must-watch.

Everyone wants to be AI-first. But no one wants to fund it. In this HFS Unfiltered Stories conversation, Saurabh Gupta, President at HFS Research, sits down with Kailash Attal, Chief Solutions Officer at UST, to tackle one of the toughest questions facing enterprises today: How do you fund AI when budgets are tight, and legacy costs are high? With CFO scrutiny increasing and capital discipline at an all-time high, enterprises can't simply “wait for the next budget cycle.” Instead, a new operating model is emerging, a self-funded transformation, where savings generated from optimization are reinvested directly into AI and innovation.They together explored:Why 8 out of 10 enterprises say they cannot wait to transformHow to combine “run” and “transform” into one operating modelWhy AI is blurring the lines between IT and businessHow services-as-software becomes realistic through structured self-fundingWhat must change culturally and operationally to make this workThis isn't about cost-cutting. It's about creating a flywheel of savings, reinvestment, and growth, and if your organization is struggling with the how of AI, this conversation is for you.For more insights, read our POV, Stop waiting for budget: How enterprises are funding transformation from within: https://www.hfsresearch.com/research/stop-waiting-for-budget-how-enterprises-are-funding-transformation-from-within/Learn more about UST's approach to self-funded transformation here: https://www.ust.com/en/sft If you're interested in discussing SFT with UST, you can connect with their team here: https://www.ust.com/en/contact-us

Everyone understands why AI matters. The value is clear. The technology is evolving at breakneck speed. But here's the real question: how do you actually make it work at scale? In this episode of HFS Unfiltered Stories, Saurabh Gupta, President at HFS Research, sat down with Thiru Venkatachalam, VP & Senior Partner, Enterprise AI Transformation Leader at IBM Consulting, to tackle the biggest issue enterprises face today: moving beyond endless pilots and into real, production-grade AI. Over 90% of enterprises are still stuck in “pilot purgatory.” So what's missing?They discussed:Why enterprise AI is very different from the ChatGPT consumer momentThe hidden “enterprise debts” holding organizations backHow to think about AI ROI across short-term wins, competitive plays, and long-term moonshotsWhy cost reduction alone is the wrong lensThe disruption AI is creating in IT software and servicesWhy AI transformation must be CEO-ledThe role of platforms, governance, and security in scaling AI This is a practical conversation about what it really takes to operationalize AI, from data and org design to leadership mindset.

In this HFS Research videocast with Mindsprint, Ashish Chaturvedi speaks with Rohit Sharma and Unnikrishnan Sasikumar on how supply chains are moving from visibility to intelligence amid disruption—shifting from AI pilots to outcome-led transformation (working capital, margin, customer experience). They explore what's driving demand today including real-time planning, control towers, supplier collaboration, predictive analytics and what's next: agentic AI for exception handling and the path to autonomous supply chains, grounded in trustworthy data foundations and an ecosystem approach across SAP/Microsoft cores plus specialist startups. Key discussion points include:Enterprise demand today is still centered on “visibility + decision support.” Most current programs focus on real-time planning, control towers, supplier collaboration, and AI-driven dashboards/analytics to enable faster decisions during disruption. Clear shift from tactical work to integrated, tech-enabled operations. Buyers are moving away from manual Excel forecasting and siloed portals toward integrated solutions that support automated exception handling (including agentic AI), plus broader ecosystem collaboration and traceability.A widening “spend today vs build tomorrow” gap is shaping strategy. Enterprises are still investing heavily in analytics modernization, cloud, and data foundations, while major tech vendors are pushing hard on generative AI and agentic architectures—creating a sequencing challenge. Trustworthy data is the gating factor for autonomous supply chains. The conversation emphasizes that without strong data foundations (freshness, accuracy, governance, and resolving conflicting data sources), autonomy can create bad decisions (e.g., stock-out risk when systems think safety stock exists). Organizational capabilities matter as much as technology. Beyond platforms and tools, capability building and guardrails (e.g., CoE / governance frameworks) are positioned as essential to unlock value from data and AI.The partner stack is hybrid: ERP core plus startup innovation. SAP and Microsoft are described as dominant “core” stacks, while many enterprises augment them with specialist startups/scale-ups for niche planning, visibility, risk, and sustainability, requiring an ecosystem approach.Progress is real, but not linear. Enterprises are still getting foundations right, even as the tech investment trajectory points clearly toward more autonomous, AI-driven supply chain operations.Read the HFS Horizons Report on Intelligent Supply Chain Services 2025: https://www.hfsresearch.com/research/hfs-horizons-intelligent-supply-chain-services-2025

GlobalLogic Inc., a Hitachi Group Company and leader in digital engineering, has released a new report, in partnership with HFS Research, that highlights insights into how industrial enterprises are managing AI adoption, sustainability transitions, and workforce transformation. The research reveals that despite executive ambitions, 51% of organisations cite skills gaps as the primary reason AI and advanced technology initiatives fail or underperform. The research, which surveyed more than 100 C-level and senior executives from $1 billion+ industrial firms across automotive, aerospace, chemicals, energy and utilities, and construction, highlights a clear challenge: while leaders acknowledge the urgency of AI, sustainability, and talent transformations, a fundamental misalignment between present priorities and future expectations is halting innovation. "We undertook this research to understand why industrial leaders see AI, sustainability, and talent as top priorities yet struggle to turn them into measurable results," said Srini Shankar, President and CEO at GlobalLogic. "We found many are trying to deploy advanced technologies without the talent, the clear AI governance frameworks, and without transition plans that link today's efficiency pressures to tomorrow's strategic goals. As onshoring accelerates in the United States, leaders face rising domestic demand but scarce and costly specialised talent. "At GlobalLogic, we're moving beyond experimentation to deliver AI-driven industrial ecosystems that create measurable value today. By combining our deep heritage in embedded systems, Edge AI, IT-OT convergence, OT cybersecurity, Industrial IoT, and next-generation connectivity, such as 5G/6G, GlobalLogic delivers the core capabilities industrial clients need to advance their Physical AI journeys. "When combined with Hitachi's proven OT and product excellence, we are empowering organisations to modernise faster, operate smarter, and accelerate their transformation across sustainability, productivity, and talent. Together with our industrial clients, we are advancing next-generation capabilities in servitisation, digital twins, industrial automation, predictive maintenance, and frontline worker productivity and safety - helping them unlock new revenue models while driving meaningful gains in operational efficiency and performance." Key Findings from the Report: The study reveals that industrial enterprises are trapped between ambition and capability, lacking the talent, frameworks, and integration strategies to execute on generational transitions: Upskilling Becomes the New Imperative: While 51% of companies say skills gaps hinder AI and advanced technology initiatives, half lack structured upskilling programs, and 42% struggle to find digital and AI talent. As seasoned workers retire and fewer new candidates enter traditional roles, industrial leaders are turning to agentic AI and sustainability-driven innovation to bridge the divide. Legacy Systems Create Technical Debt & Block Progress: Legacy systems create technical debt and are a clear sign of limited readiness to support the new, 'intelligent,' connected operating models required for technologies like agentic AI. Nearly half (49%) identify integrating new technologies with legacy systems as their greatest barrier to deploying advanced digital technologies. Priorities Shift to AI: Nearly half (46%) of executives currently prioritise reducing operational costs in their top three priorities, but research shows that in 2 years, AI adoption and operational optimisation will take top spot in priorities. Industry Seen as Career Dead-End: 58% believe talent sees limited career mobility in the manufacturing sector, 48% cite lack of innovation perception, and 46% acknowledge underpaying compared to other sectors - fueling a deepening talent crisis. "Industry executives must immediately embed their sustainability, talent, and technology transitions in both strategy and daily operat...

In this episode of HFS Unfiltered, Saurabh Gupta, President at HFS Research, sat with Hiral Chandrana, CEO and Board member of Veltris, to explore how verticalized AI is transforming digital product engineering, reshaping pricing and delivery models, and redefining what true customer-centricity looks like in an AI-native world.Hiral shares real-world insights on AI readiness, micro-industry innovation, leadership transformation, and why the next generation's mindset will shape the next few decades of technological progress.The key discussion points include:Understanding Verticalized AIShifting from Traditional Models to Agile PracticesThe Role of Leadership in a Changing LandscapeDelivering Value through Domain Expertise and Product MindsetRead the recently published HFS Challengers Code Report titled “Vertical AI is a real win as Veltris lifts growth for micro-industries” on the HFS website here: https://www.hfsresearch.com/research/veltris-lifts-growth-micro-industries/

TCS was recognized as a Horizon 3 Market Leader in the HFS Workday Services Horizons 2025 report for its advisory-led, industry-focused, and AI-infused transformations. The discussion highlights:How TCS's Crystallus Framework, proprietary accelerators, and GenAI capabilities are redefining Workday-enabled HR and finance transformation. The conversation also explores the rise of the “superworker” and how TCS is collaborating with Workday and ecosystem partners to drive the next phase of intelligent enterprise transformation.Explore the full report: HFS Horizons: Workday Services, 2025, on the HFS Research website: https://www.hfsresearch.com/research/hfs-horizons-workday-services-2025/

Podcast: Bites & Bytes PodcastEpisode: Realities in the Systems That Produce Our Food with James SlabyPub date: 2025-11-25Get Podcast Transcript →powered by Listen411 - fast audio-to-text and summarizationWhat does a deep fake phone call scamming your grandma have to do with food manufacturing? More than you think. In this episode of Bites and Bytes Podcast, host Kristin King and James Slaby discuss the operational technology challenges in food production—from legacy systems running Windows XP to ransomware threats when production lines go down. James is Director of OT Solutions GTM at Acronis and brings over 20 years of cybersecurity and industry analyst experience from Forrester Research, HFS Research, and technology companies. The conversation covers why food plants can't update their systems, the growing threat of social engineering and deep fakes, and practical strategies like the family password defense. Topics include: Why food manufacturers still run ancient operating systems Deep fake threats and how to protect yourself Air-gapped systems and OT security challenges Social engineering targeting industrial operations Legacy technology in food production environments Whether you're in food manufacturing, cybersecurity, or just curious about the systems behind your food supply, this episode reveals the realities of keeping production running while managing cyber threats. --------------- Guest Contact Information: James Slaby's LinkedIn Company: Acronis Role: Director of OT Solutions GTM at Acronis --------------- Episode Key Highlights ---------------

GBS is moving from a cost-center to a growth-engine.AI-first models and platforms are rewiring enterprise operations. In this Unfiltered Stories episode, Ashwin Venkatesan, Executive Research Leader at HFS Research, sits down with Saurabh Gupta, President at HFS Research, and Shashidhar N, VP & Global Head of Platforms at EdgeVerve, to discuss what next-gen GBS really looks like—beyond slideware. What you'll learn:From “shared services” to “Generative Business Services” — AI-led, data-driven, value-obsessed.AI-first delivery = beyond productivity — shift from cost saves to revenue, speed, and innovation.What's blocking progress — silos plus technical, data, and cultural debt (and how leaders break them).Why platforms matter — unifying people, process, data, and tech for scalable, AI-powered ops.The GBS of tomorrow — AI-first by design, built for agility, collaboration, and continuous value.Also, check the companion HFS report: “Your GBS model is outdated: Fix it, or risk falling behind in the AI economy”, here: https://www.hfsresearch.com/research/your-gbs-model-is-outdated-fix-it-or-risk-falling-behind-in-the-ai-economy/

HFS Research and Ema discuss how agentic AI is transforming enterprise operations. From AI pilots to AI employees, learn what defines an agentic system, how to scale responsibly, and what the human-plus-AI workforce of the future looks like.The key takeaways from the discussion include:Enterprises are moving from AI experimentation to AI as a core operating model. True agentic systems are goal-oriented, autonomous, and continuously improving. “AI employees” represent accountable, cross-functional digital colleagues. Success depends on governance, measurable outcomes, and C-suite ownership. The future workforce blends human creativity with AI execution for end-to-end transformation.Explore the full report: The Enterprise Guide to Agentic Business Transformation, on the HFS Research website: https://www.hfsresearch.com/research/agentic-business-transformation/

Life sciences are staring at a $1.5T revenue hit—time to rethink the playbook. Suppliers can't keep doing what worked yesterday. To help the industry navigate headwinds and continue delivering cures, they'll need new capabilities, new partnerships, and faster execution. In this episode of HFS Unfiltered Stories, Rohan Kulkarni, Executive Research Leader at HFS Research, talks with Paul Watson, Vice President, Global Lead Healthcare & Life Sciences at Hitachi Digital Services, about what it will really take to adapt. They get into:Finding growth in new markets, channels, and engagement modelsRegulatory shifts as more countries run their own approvals (not just the FDA)Speed to value, where partners that can design, build, run, and service plants end-to-end take the leadWatch now for practical insights on where life sciences are headed.Read more: https://www.hfsresearch.com/research/life-sciences-survival-consumers/

In this episode of HFS Unfiltered Stories, Saurabh Gupta, President of Research and Advisory Services at HFS Research, sits down with Jay Desai, Head of IT Infrastructure Operations at JTI, for an eye-opening conversation on bridging the often-disconnected worlds of business, IT, and cybersecurity. Jay shares hard-earned lessons from leading Global Business Services (GBS) through geopolitical shocks, shifting into IT and cyber leadership, and navigating the GenAI hype with realism and grit. This is a rare look into what it really takes to drive enterprise transformation, from aligning C-suite incentives to overcoming organizational resistance. Whether you're scaling GenAI or building connected enterprise models, this conversation is full of truth bombs, leadership insights, and the kind of wisdom that only comes from being on both sides of the transformation divide. Key discussion points:Breaking Functional Silos: Why IT, GBS, and cybersecurity leaders must adopt a shared vision to enable true enterprise-wide transformation.The Moral Hazard in Transformation: How misaligned ownership of costs vs. benefits creates friction between business and IT, and how to solve it.Why the 'OneOffice' Vision Still Eludes Us: The challenge of aligning incentives and OKRs across finance, IT, and HR departments.GenAI: From Hype to Reality: Why GenAI is stuck in POC purgatory, and what leaders must fix to unlock real value.Enterprise ‘Debts' Beyond Technology: Cultural, process, and people debt are just as critical as technical debt in holding back transformation.Leadership Lessons in the AI Era: Jay's real-world advice to aspiring leaders, embrace failure, earn trust, and be unapologetically authentic.Tune in now to hear what it really takes to lead across silos—and why the future belongs to those who can connect dots others can't.

This conversation between HFS and EY explores the digital acceleration of commercial banking, the impact of AI, and how EY supports banks in modernizing legacy systems, navigating geopolitical uncertainty, and building scalable, future-ready platforms. Key discussion points included:The discussion highlighted why commercial banking has historically lagged behind retail in digital transformation—and how that's rapidly changing due to evolving customer expectations and the demand for streamlined, data-driven treasury experiences.EY assists commercial banks in their modernization efforts by integrating digital strategy, UX redesign, and core system upgrades with deep risk and regulatory expertise.The conversation also examined how geopolitical volatility is increasing the need for strategic banking support, with commercial banks uniquely positioned to guide clients through uncertain times.AI emerged as a central theme—viewed as transformational but still in its early stages—with EY advising clients to focus on connected, high-impact use cases rather than isolated pilot initiatives.The session concluded with a forward-looking perspective on embedded finance, digital assets, and the evolving role of commercial banks as key enablers of client growth and agility. Commercial banks must accelerate their digital and AI transformation efforts—starting with pragmatic, high-value use cases—while leveraging their unique position to support clients through economic and geopolitical uncertainty. Rather than waiting for perfect data or systems, banks should prioritize building scalable platforms that integrate automation, AI, and user-centric design. Partnering with firms like EY can help bridge the gap between strategy, technology, and compliance to stay competitive and future ready. Learn more about this Horizons report to see how service providers help commercial banks across the globe embrace innovation and realize value across three distinct Horizons: https://www.hfsresearch.com/research/hfs-horizons-the-best-service-providers-for-commercial-banks-2025/

HFS Research and LTIMindtree unpack the intertwined transitions shaping the future of energy and utilities, sustainability, AI, and talent. Josh Matthews, Practice Leader for Sustainability, Energy, and Utilities at HFS Research, sits down with Ramesh Kannan, EVP and Chief Business Officer, Head of Energy and Utilities at LTIMindtree, to explore how the industry must navigate these simultaneous shifts. Key discussion highlight:Sustainability, AI, and talent are not isolated shifts—they are deeply interconnected. The industry needs bold and strategic transition planning that ties long-term global ambitions with the immediate push for efficiency and resilience. Energy and utilities organizations must balance future-focused goals with today's operational realities to successfully insulate themselves from geopolitical volatility.Learn more about this Horizons report to see how service providers are helping their E&U clients embrace innovation and realize value across three distinct Horizons: https://www.hfsresearch.com/research/hfs-horizons-energy-and-utilities-service-providers-2025/

Why is enterprise AI still stuck in pilot mode? And what does it take to actually scale? In this episode of HFS Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research, is joined by Khalid Siddiqui, Global Finance Operations Offering Leader at IBM Consulting, for a no-fluff conversation about how to move from AI aspiration to enterprise-wide activation. Khalid unpacks real-world examples of where AI—and more importantly, agentic AI—has been successfully deployed to improve cash flow, reduce processing time, and create orchestration across systems. They go beyond the hype to explore: Why AI is “dying a death by a thousand POCs”—and how to avoid itA building materials client's journey from 30-minute query resolution to 2-minute outcomes using AI agentsThe critical role of data readiness and system simplification in AI scalabilityHow agentic AI and AI fabric are orchestrating finance operations end-to-endThe hidden cost of AI adoption: data debt, process debt, cultural resistanceTangible business results: improving DSO, boosting collections, and reducing controller workload across 50+ marketsTired of AI pilots that go nowhere? Watch this candid conversation to learn what it takes to make AI work at scale—and how you can get there faster. Tune in now to start turning your AI ambitions into enterprise-wide impact.

Bridging the Gap: Healthcare AI Aspirations vs. Ground Realities: In this episode of HFS Unfiltered Stories, Rohan Kulkarni, Executive Research Leader at HFS Research, sits down with Nikhil Mendhi, President and COO of Exponential AI, to explore the disconnect between healthcare organizations' AI ambitions and the reality of implementation. Key discussion points include:Healthcare buyers aspire to prioritize predictability, risk management, and maximizing the potential of AI. Real buying behaviours are informed by past approaches and traditional challenges.The gaps are a function of time, and there are key considerations for healthcare leaders to execute on. The conversation highlights the critical need for greater AI awareness across healthcare enterprises and calls for bold leadership to take decisive action. Watch now to gain practical insights into navigating the future of AI in healthcare.

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.