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HORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of HFS RESEARCH RECEIVES $223 MILLION IN SERIES C FUNDING TO This injection of money is intended to expand HFS' cutting-edge research coverage across all core geographic locations, plugging the gaps the firm missed in recent years. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid wasHORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of HFS RESEARCH RECEIVES $223 MILLION IN SERIES C FUNDING TO This injection of money is intended to expand HFS' cutting-edge research coverage across all core geographic locations, plugging the gaps the firm missed in recent years. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFSSymposium?
INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. HFS RESEARCH RECEIVES $223 MILLION IN SERIES C FUNDING TO This injection of money is intended to expand HFS' cutting-edge research coverage across all core geographic locations, plugging the gaps the firm missed in recent years. THE TOP 5 ENTERPRISE BLOCKCHAIN PLATFORMS YOU NEED TO KNOW So we asked our blockchain boffins Saurabh Gupta and Mayank Madhur to take a deeper look at the top 5, namely: Ethereum, Hyperledger Fabric, R3 Corda, Ripple, and Quorum. Please note that Bitcoin does not make it to our list of top 5 platforms. In fact, it does not make the top 10 list when we talk about enterprise application of Blockchain. TPI + COMPASS: A NEW DIRECTION FOR OUTSOURCING ADVISORS With the increased focus on outsourcing advisory services from management consultants such as Deloitte, KPMG and PwC, the souped-up TPI/Compass creates a super-boutique that can compete effectively in the market for the complex enterprise engagements that require a lot of hourly-billable heavy-lifting. There’s little doubt this merger helps bolster TPI’s credentials as a serious player OUTCOME-BASED CONTRACTS ARE A NIGHTMARE Outcome-based contract negotiations are a mess. Mostly for some really important reasons in order of when you’ll likely come across them if you want to try outcome based: You have to know what an outcome is. Seems simple, and in some cases it might be. If you want to sign a BPO deal for claims processing, that’s not too hard. RPA IS DEAD. LONG LIVE INTEGRATED AUTOMATION PLATFORMS The biggest problem with enterprise operations today is the simple fact that most firms still run most of their processes exactly the same way as they did 20/30/40 years ago, with the only “innovation” being models like offshore outsourcing and shared service centers, cloud and digital technologies enabling those same processes to be conducted steadily faster and cheaper. WHY DESIGN THINKING CAN SAVE THE OUTSOURCING INDUSTRY The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relativelyHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make LOW-CODE OR SCHMO-CODE? DON'T MONKEY AROUND WITH ENHANCED Don't monkey around with enhanced automation. HFS analyst Cyrus Semmence (pictured right) gives his view on low-code and enhanced automation. After many years of hearing the term "low-code", suddenly there is an urgency to understand how it can rapidly enhance automation capabilities as we watch the world spiral into madness. Inmy view, the
THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
CONCENTRIX BETS ON SCALE (AND SKILL) WITH MINACS Concentrix bets on scale (and skill) with Minacs acquisition. SYNNEX-owned Concentrix today announced a definitive agreement to buy Canadian born Minacs, previously owned by Indian conglomerate Aditya Birla Group and presently owned by two private equity firms. HfS estimates the combined entity will easily surpass $2bn in 2016 and isa
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relativelyHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make LOW-CODE OR SCHMO-CODE? DON'T MONKEY AROUND WITH ENHANCED Don't monkey around with enhanced automation. HFS analyst Cyrus Semmence (pictured right) gives his view on low-code and enhanced automation. After many years of hearing the term "low-code", suddenly there is an urgency to understand how it can rapidly enhance automation capabilities as we watch the world spiral into madness. Inmy view, the
THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
CONCENTRIX BETS ON SCALE (AND SKILL) WITH MINACS Concentrix bets on scale (and skill) with Minacs acquisition. SYNNEX-owned Concentrix today announced a definitive agreement to buy Canadian born Minacs, previously owned by Indian conglomerate Aditya Birla Group and presently owned by two private equity firms. HfS estimates the combined entity will easily surpass $2bn in 2016 and isa
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - servicesHORSES FOR SOURCES
Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFSSymposium?
THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURING Leaders embracing an infinite mindset can flourish during these times. As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your THE PROPOSED ATOS-DXC TAKEOVER IS PAPERING OVER SOME VERY The IT services market has arrived at its most critical infection point in 20 years, where the role of service providers that survive the Covid era will be those that have made the shift from support firm (Phase 1) to a business partner (Phase 2).We've talked about this services shift ever since Tom Reuner and I OUTCOME-BASED CONTRACTS ARE A NIGHTMARE Outcome-based contract negotiations are a mess. Mostly for some really important reasons in order of when you’ll likely come across them if you want to try outcome based: You have to know what an outcome is. Seems simple, and in some cases it might be. If you want to sign a BPO deal for claims processing, that’s not too hard. GETTING GOOD AT GBS GOVERNANCE: WHY HEROES DON'T SCALE Getting good at GBS governance: Why heroes don't scale. The implications of evolving to a GBS model are significant for all affected enterprises, but possibly none more so than those responsible for service delivery governance, as described in our Six Maturity Leaps. This governance group has the challenge of managing an increasingly complexHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 1 day ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFS Symposium? Not to ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relativelyHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 1 day ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFS Symposium? Not toHORSES FOR SOURCES
Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services WHY OUTSOURCING HAS BECOME HOT AGAIN... AND IT'S ALL ABOUT The impact of the pandemic has completely changed the mindset and change imperative of the majority of organizations. Our recent study of 400 operations and IT leaders across the Global 2000 shows how crucial automation has become as the catalyst to modernize businessoperations.
HORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers THE TOP 5 ENTERPRISE BLOCKCHAIN PLATFORMS YOU NEED TO KNOW So we asked our blockchain boffins Saurabh Gupta and Mayank Madhur to take a deeper look at the top 5, namely: Ethereum, Hyperledger Fabric, R3 Corda, Ripple, and Quorum. Please note that Bitcoin does not make it to our list of top 5 platforms. In fact, it does not make the top 10 list when we talk about enterprise application of Blockchain. THE #DIGITAL ONEOFFICE FRAMEWORK: BRINGING IT ALL TOGETHER What we love about the Digital OneOffice ™ is the simple fact it not only defines "digital", but it also provides a meaningful framework, comprising of five fundamentals, that must come together to create a real-time flow of data across customers, partners and employees:. Click to Enlarge. Fundamental 1) - Fostering genuine Digital Customer, Partner and Employee Engagement SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with IS INDIA ADAPTING TO THE NIGHT SHIFT? A new report released by the Associated Press is highlighting the issues of outsourcing jobs on Indian workers' health. While the report lacks any hard evidence and focuses on a handful of individual cases, data released by the Indian Council for Research on International Economic Relations estimated the cost of these increased health issues, namely sleep disorders, heart disease and THE TRADITIONAL OUTSOURCING MODEL IS OFFICIALLY OUT OF @Alan - driving out costs is always top of the agenda tree - it's the mechanism for doing so which changes. 20 years ago it was by centralzing people and processes under one roof that allowed for low cost management controls and more efficient process flows. Then it was about moving those processes to be run in much lower cost locations.HORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 1 day ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFS Symposium? Not to ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relativelyHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 1 day ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFS Symposium? Not to ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 1 day ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No tickets to the HFS Symposium? Not toHORSES FOR SOURCES
Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services WHY OUTSOURCING HAS BECOME HOT AGAIN... AND IT'S ALL ABOUT The impact of the pandemic has completely changed the mindset and change imperative of the majority of organizations. Our recent study of 400 operations and IT leaders across the Global 2000 shows how crucial automation has become as the catalyst to modernize businessoperations.
HORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers THE TOP 5 ENTERPRISE BLOCKCHAIN PLATFORMS YOU NEED TO KNOW So we asked our blockchain boffins Saurabh Gupta and Mayank Madhur to take a deeper look at the top 5, namely: Ethereum, Hyperledger Fabric, R3 Corda, Ripple, and Quorum. Please note that Bitcoin does not make it to our list of top 5 platforms. In fact, it does not make the top 10 list when we talk about enterprise application of Blockchain. THE #DIGITAL ONEOFFICE FRAMEWORK: BRINGING IT ALL TOGETHER What we love about the Digital OneOffice ™ is the simple fact it not only defines "digital", but it also provides a meaningful framework, comprising of five fundamentals, that must come together to create a real-time flow of data across customers, partners and employees:. Click to Enlarge. Fundamental 1) - Fostering genuine Digital Customer, Partner and Employee Engagement SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with IS INDIA ADAPTING TO THE NIGHT SHIFT? A new report released by the Associated Press is highlighting the issues of outsourcing jobs on Indian workers' health. While the report lacks any hard evidence and focuses on a handful of individual cases, data released by the Indian Council for Research on International Economic Relations estimated the cost of these increased health issues, namely sleep disorders, heart disease and THE TRADITIONAL OUTSOURCING MODEL IS OFFICIALLY OUT OF @Alan - driving out costs is always top of the agenda tree - it's the mechanism for doing so which changes. 20 years ago it was by centralzing people and processes under one roof that allowed for low cost management controls and more efficient process flows. Then it was about moving those processes to be run in much lower cost locations.HORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 18 hours ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relativelyHORSES FOR SOURCES
The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 18 hours ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). No ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively IF YOU THOUGHT DAY 1 WAS AWESOME, DAY 2 OF THE HFS 18 hours ago · To kick off day 2, we are welcoming Francesca Gino, Award-winning Harvard Business School professor and author of Rebel Talent, followed by the ultimate cross-section of industry leaders debating the vision for 2025 and beyond for our industry (gasp). NoHORSES FOR SOURCES
Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 Accenture, Infosys, KPMG, EY and DXC top the 2021 ServiceNow services rankings. One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services WHY OUTSOURCING HAS BECOME HOT AGAIN... AND IT'S ALL ABOUT The impact of the pandemic has completely changed the mindset and change imperative of the majority of organizations. Our recent study of 400 operations and IT leaders across the Global 2000 shows how crucial automation has become as the catalyst to modernize businessoperations.
HORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers THE TOP 5 ENTERPRISE BLOCKCHAIN PLATFORMS YOU NEED TO KNOW So we asked our blockchain boffins Saurabh Gupta and Mayank Madhur to take a deeper look at the top 5, namely: Ethereum, Hyperledger Fabric, R3 Corda, Ripple, and Quorum. Please note that Bitcoin does not make it to our list of top 5 platforms. In fact, it does not make the top 10 list when we talk about enterprise application of Blockchain. THE #DIGITAL ONEOFFICE FRAMEWORK: BRINGING IT ALL TOGETHER What we love about the Digital OneOffice ™ is the simple fact it not only defines "digital", but it also provides a meaningful framework, comprising of five fundamentals, that must come together to create a real-time flow of data across customers, partners and employees:. Click to Enlarge. Fundamental 1) - Fostering genuine Digital Customer, Partner and Employee Engagement SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with IS INDIA ADAPTING TO THE NIGHT SHIFT? A new report released by the Associated Press is highlighting the issues of outsourcing jobs on Indian workers' health. While the report lacks any hard evidence and focuses on a handful of individual cases, data released by the Indian Council for Research on International Economic Relations estimated the cost of these increased health issues, namely sleep disorders, heart disease and THE TRADITIONAL OUTSOURCING MODEL IS OFFICIALLY OUT OF @Alan - driving out costs is always top of the agenda tree - it's the mechanism for doing so which changes. 20 years ago it was by centralzing people and processes under one roof that allowed for low cost management controls and more efficient process flows. Then it was about moving those processes to be run in much lower cost locations.HORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively GETTING GOOD AT GBS GOVERNANCE: WHY HEROES DON'T SCALE Getting good at GBS governance: Why heroes don't scale. The implications of evolving to a GBS model are significant for all affected enterprises, but possibly none more so than those responsible for service delivery governance, as described in our Six Maturity Leaps. This governance group has the challenge of managing an increasingly complex THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
LOW-CODE OR SCHMO-CODE? DON'T MONKEY AROUND WITH ENHANCED Low code is a selling line for amateurs, yes your staff don't need coding skills to automate with these solutions BUT the tasks they will automate with low code are so straightforward that in next 24 months systems itself would allow for automating these activities, regardless whether it all happens within one system or there is a need to 'talk'to another system.
GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
HORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. WHY THE INDIAN W-I-T-C-H PROVIDERS HAVE YET TO BREAK THE It would be easy to forgive anyone for assuming that the Indian services majors Wipro, Infosys, TCS, Cognizant and HCL (aka the "WITCH" providers) are dominating the global battle for services supremacy, given the hype that surrounds India’s dynamic IT outsourcing economy. However, In spite of their impressive growth over the past ten years, none of the WITCH providers have yet to make ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively GETTING GOOD AT GBS GOVERNANCE: WHY HEROES DON'T SCALE Getting good at GBS governance: Why heroes don't scale. The implications of evolving to a GBS model are significant for all affected enterprises, but possibly none more so than those responsible for service delivery governance, as described in our Six Maturity Leaps. This governance group has the challenge of managing an increasingly complex THE EVOLUTION OF GLOBAL BUSINESS SERVICES The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
LOW-CODE OR SCHMO-CODE? DON'T MONKEY AROUND WITH ENHANCED Low code is a selling line for amateurs, yes your staff don't need coding skills to automate with these solutions BUT the tasks they will automate with low code are so straightforward that in next 24 months systems itself would allow for automating these activities, regardless whether it all happens within one system or there is a need to 'talk'to another system.
GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
HORSES FOR SOURCES
Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala ARCHIVE - HORSES FOR SOURCES Click to Register and make a voluntary donation to India's Covid-19 fight. The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio ofHORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers NAGENDRA'S AGENDA: HIS BULLISH OUTLOOK FOR THE IT AND Three serious dudes having a serious conversation – Phil Fersht, Nagendra P. Bandaru, and Saurabh Gupta. The COVID-19 pandemic shock is possibly (and hopefully) the LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURING Leaders embracing an infinite mindset can flourish during these times. As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. OUTCOME-BASED CONTRACTS ARE A NIGHTMARE Outcome-based contract negotiations are a mess. Mostly for some really important reasons in order of when you’ll likely come across them if you want to try outcome based: You have to know what an outcome is. Seems simple, and in some cases it might be. If you want to sign a BPO deal for claims processing, that’s not too hard. GETTING GOOD AT GBS GOVERNANCE: WHY HEROES DON'T SCALE Getting good at GBS governance: Why heroes don't scale. The implications of evolving to a GBS model are significant for all affected enterprises, but possibly none more so than those responsible for service delivery governance, as described in our Six Maturity Leaps. This governance group has the challenge of managing an increasingly complexHORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. MEET SUDHIR SINGH... THE COFORGE KING Meet Sudhir Singh the Coforge King. Watching the rise of the mid-tier services providers - especially in the midst of a pandemic - has been nothing short of impressive. Firms that got written off a few years ago because "only the top tier only got to the table" are now at that table. In fact, I could name several who broke protocol to BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
THE EVOLUTION OF GLOBAL BUSINESS SERVICESULTRA GLOBAL BUSINESS SERVICESGLOBAL BUSINESS SERVICES DEFINITIONGLOBAL BUSINESS SERVICES UPSWALMART GLOBAL BUSINESS SERVICES ADDRESSGLOBAL DEVELOPMENT GOALSGLOBAL GOALS WEBSITE The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively CONCENTRIX BETS ON SCALE (AND SKILL) WITH MINACS Concentrix bets on scale (and skill) with Minacs acquisition. SYNNEX-owned Concentrix today announced a definitive agreement to buy Canadian born Minacs, previously owned by Indian conglomerate Aditya Birla Group and presently owned by two private equity firms. HfS estimates the combined entity will easily surpass $2bn in 2016 and isa
HORSES FOR SOURCES
Dr Tom Reuner, SVP IT Services Research, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. MEET SUDHIR SINGH... THE COFORGE KING Meet Sudhir Singh the Coforge King. Watching the rise of the mid-tier services providers - especially in the midst of a pandemic - has been nothing short of impressive. Firms that got written off a few years ago because "only the top tier only got to the table" are now at that table. In fact, I could name several who broke protocol to BUILDING A BPO SALES TEAM IN TODAY’S MARKET Building a BPO sales team. Now that I have your attention, let’s talk about how buyers whether the current parlor game of stealing sales guys from competitors really moves the revenue dial very far in light of the way clients buy business process outsourcing. Seems to me everyone is out there desperately looking for sales superstars. WHY DESIGN THINKING CAN SAVE THE The Bottom-line: Design Thinking for outcomes is a real methodology that enterprises can understand and embrace today, not in five years' time. While we believe Design Thinking will take root in IT and business services in 2015 as a methodology to enable further innovation, at the end of the day it is still just another tool. WIPRO BIDS FOR AS-A-SERVICE... WITH ABID Wipro bids for As-a-Service with Abid. One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. I, personally, have known Abid since his TCS days, when the firm acquired Citigroup's Indian banking operations in 2008, where Abid was GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
THE EVOLUTION OF GLOBAL BUSINESS SERVICESULTRA GLOBAL BUSINESS SERVICESGLOBAL BUSINESS SERVICES DEFINITIONGLOBAL BUSINESS SERVICES UPSWALMART GLOBAL BUSINESS SERVICES ADDRESSGLOBAL DEVELOPMENT GOALSGLOBAL GOALS WEBSITE The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively CONCENTRIX BETS ON SCALE (AND SKILL) WITH MINACS Concentrix bets on scale (and skill) with Minacs acquisition. SYNNEX-owned Concentrix today announced a definitive agreement to buy Canadian born Minacs, previously owned by Indian conglomerate Aditya Birla Group and presently owned by two private equity firms. HfS estimates the combined entity will easily surpass $2bn in 2016 and isa
ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO NischalaABOUT THE AUTHOR
About this blog. Horses for Sources is the widely acclaimed industry-leading independent blog of world-renowned writer and visionary Phil Fersht. Started in 2007, the blog shares Phil's personal views on all issues IT, outsourcing, and globalisation. Phil is not shy about calling it like he sees it. NEWSLETTER - HORSES FOR SOURCES The independent blog of world-renowned writer and visionary PhilFersht.
LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURING Leaders embracing an infinite mindset can flourish during these times. As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your THE #DIGITAL ONEOFFICE FRAMEWORK: BRINGING IT ALL TOGETHER What we love about the Digital OneOffice ™ is the simple fact it not only defines "digital", but it also provides a meaningful framework, comprising of five fundamentals, that must come together to create a real-time flow of data across customers, partners and employees:. Click to Enlarge. Fundamental 1) - Fostering genuine Digital Customer, Partner and Employee Engagement MEET SUDHIR SINGH... THE COFORGE KING Meet Sudhir Singh the Coforge King. Watching the rise of the mid-tier services providers - especially in the midst of a pandemic - has been nothing short of impressive. Firms that got written off a few years ago because "only the top tier only got to the table" are now at that table. In fact, I could name several who broke protocol toHORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers BUSINESS AND FRIENDSHIP: IT'S ALL ABOUT PROFESSIONAL Simply-put, developing professional respect for someone can form the start of a career-long relationship. In today's economy, having workable, trusting professional associations with people, who know your business value and credentials, is a lot more valuable that having random shallow friendships based on self-interest. Posted in:HR Strategy.
CONCENTRIX BETS ON SCALE (AND SKILL) WITH MINACS Concentrix bets on scale (and skill) with Minacs acquisition. SYNNEX-owned Concentrix today announced a definitive agreement to buy Canadian born Minacs, previously owned by Indian conglomerate Aditya Birla Group and presently owned by two private equity firms. HfS estimates the combined entity will easily surpass $2bn in 2016 and isa
OUTCOME-BASED CONTRACTS ARE A NIGHTMARE Outcome-based contract negotiations are a mess. Mostly for some really important reasons in order of when you’ll likely come across them if you want to try outcome based: You have to know what an outcome is. Seems simple, and in some cases it might be. If you want to sign a BPO deal for claims processing, that’s not too hard.HORSES FOR SOURCES
What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. NAGENDRA'S AGENDA: HIS BULLISH OUTLOOK FOR THE IT AND We recently caught up Nagendra P. Bandaru to discuss the resilient nature of the IT services industry, his bullish outlook for Wipro, andhis sage advice
LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURINGFINITE AND INFINITE EXAMPLESFINITE AND INFINITE NUMBERSFINITE VS INFINITE GAMESFINITE VS INFINITE VERBINFINITE VS FINITE MATH As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your business’ culture and your raison d'être.. Having lived and worked through four recessions, I personally understand the WHY DESIGN THINKING CAN SAVE THE HfS’ Design Thinking Outcomes Continuum aligns traditional concepts with the realities of today’s services industry. In today’s whirl of constant information and social media, it is much easier to visualize how effective enterprises will be running their operations in another five-to-ten years. BUILDING A BPO SALES TEAM IN TODAY’S MARKET One of the major gripes at the recent HfS 50 Executive Council summit was the issue sourcing executives have with their provider account managers - "they just don't understand our business" was the commoncry.
WIPRO BIDS FOR AS-A-SERVICE... WITH ABID One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively THE EVOLUTION OF GLOBAL BUSINESS SERVICESULTRA GLOBAL BUSINESS SERVICESGLOBAL BUSINESS SERVICES DEFINITIONGLOBAL BUSINESS SERVICES UPSWALMART GLOBAL BUSINESS SERVICES ADDRESSGLOBAL DEVELOPMENT GOALSGLOBAL GOALS WEBSITE The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
HORSES FOR SOURCES
What a difference six more months of staring into the digital abyss has made. When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment.Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of INTRODUCING NEW-AGE BPO: THE STANDARDIZATION The new wave of BPO deployment has arrived quicker than many of us anticipated. The recession has driven some common-sense into a BPO value-proposition that was previously centered predominantly on some form of labor arbitrage, with many service providers muddling their way through to attempt to run their clients' process for less cost - and make some sort of profit. NAGENDRA'S AGENDA: HIS BULLISH OUTLOOK FOR THE IT AND We recently caught up Nagendra P. Bandaru to discuss the resilient nature of the IT services industry, his bullish outlook for Wipro, andhis sage advice
LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURINGFINITE AND INFINITE EXAMPLESFINITE AND INFINITE NUMBERSFINITE VS INFINITE GAMESFINITE VS INFINITE VERBINFINITE VS FINITE MATH As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your business’ culture and your raison d'être.. Having lived and worked through four recessions, I personally understand the WHY DESIGN THINKING CAN SAVE THE HfS’ Design Thinking Outcomes Continuum aligns traditional concepts with the realities of today’s services industry. In today’s whirl of constant information and social media, it is much easier to visualize how effective enterprises will be running their operations in another five-to-ten years. BUILDING A BPO SALES TEAM IN TODAY’S MARKET One of the major gripes at the recent HfS 50 Executive Council summit was the issue sourcing executives have with their provider account managers - "they just don't understand our business" was the commoncry.
WIPRO BIDS FOR AS-A-SERVICE... WITH ABID One of the astutest CEO appointments in recent times was Abid Ali Neemuchwala (or simply "Abid" as most of us call him) being elevated to the hotseat at Wipro. ROBOTIC AUTOMATION EMERGES AS A THREAT TO … To help lower process execution costs – particularly in response to an unanticipated increase in workload – business units often turn to outsourcers, hiring relatively THE EVOLUTION OF GLOBAL BUSINESS SERVICESULTRA GLOBAL BUSINESS SERVICESGLOBAL BUSINESS SERVICES DEFINITIONGLOBAL BUSINESS SERVICES UPSWALMART GLOBAL BUSINESS SERVICES ADDRESSGLOBAL DEVELOPMENT GOALSGLOBAL GOALS WEBSITE The Evolution of Global Business Services: Enhancing the Benefits of Shared Services and Outsourcing July 2011 © 2011, HfS Research, Ltd |www.hfsresearch.com
GENPACT EARNS ITS CFO CONSULTING STRIPES AS IT SEEKS TO At the top of the finance and accounting function, today’s CFOs are more ambitious than ever to become more involved in driving future growth for their organizations, beyond oversight on controllership andbookkeeping.
ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO NischalaABOUT THE AUTHOR
Horses for Sources is the widely acclaimed industry-leading independent blog of world-renowned writer and visionary Phil Fersht. Started in 2007, the blog shares Phil's personal views on all issues IT, outsourcing, and globalisation. Phil is not shy about calling it like he sees it. In addition to NEWSLETTER - HORSES FOR SOURCES The independent blog of world-renowned writer and visionary PhilFersht.
HORSES FOR SOURCES
Peter Schumacher, President and CEO of the Value Leadership Group sent me a very interesting article he wrote on the failure of the European IT services industry to compete effectively with the new wave of offshore outsourcing firms, and cites Cognizant's recent growth surge (a 98% revenue increase for its European business in 2006) as a prime example of European's IT services providers CATEGORY: - HORSES FOR SOURCES Since the “RPA is dead” post, we’ve seen a swift realization from investors that the RPA “market” was being engineered by a small handful of marketeers attempting a reincarnation of the dot-com bust era where everyone goes nuts over robot butlers LEADERS EMBRACING AN INFINITE MINDSET CAN FLOURISH DURING As a leader, it’s so easy to obsess with operational functions of the business during times of disruption or distress - in this case, a global pandemic – that it can create knee-jerk, often short-term decisions that could inherently damage your long-term vision, your business’ culture and your raison d'être.. Having lived and worked through four recessions, I personally understand the BUSINESS AND FRIENDSHIP: IT'S ALL ABOUT PROFESSIONAL You can't understate the importance of relationships in business - especially sourcing, where it's all about cultural fit and working relationships.. In business, it's not always about liking people, it's about being able to trust - and work - with them. SAP ACQUIRING SIGNAVIO IS A CHEAP PLAY TO MIGRATE Why we think SAP acquiring Signavio is a non-event and actually frees Celonis from its SAP shackles to inspire its loyal following. The initial buzz from SAP leaders with its Signavio acquisition all points to helping its clients migrate from legacy systems onto cloud-based S4/HANA applications. While that is a worthy goal, SAP needs to embrace how to support both non-IT and IT clients with THE #DIGITAL ONEOFFICE FRAMEWORK: BRINGING IT ALL TOGETHER What we love about the Digital OneOffice ™ is the simple fact it not only defines "digital", but it also provides a meaningful framework, comprising of five fundamentals, that must come together to create a real-time flow of data across customers, partners and employees:. Click to Enlarge. Fundamental 1) - Fostering genuine Digital Customer, Partner and Employee Engagement OUTCOME-BASED CONTRACTS ARE A NIGHTMARE Good article. One of the common problems in Outcome based pricing is the impact of various factors on the outcome. Since the outcome (say improving Net Promoter Score) is important to both the client and the vendor, both the parties usually take several initiatives to improvethe outcome.
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ARE YOU READY FOR THE HFS ONEOFFICE DIGITAL SYMPOSIUM? June 05, 2021 | Phil Fersht, Nischala Murthy
Kaushik
_Click to
Register and make a voluntary donation to India's Covid-19 fight_ The countdown has officially begun for the first HFS One Office Digital Symposium on June 8 and 9. This is an exclusive digital symposium for industry leaders in business and technology to gain access to the most expansive global community of pioneers, practitioners and peers. HFS CMO Nischala Murthy Kaushikspoke with me to
learn more about the complete story around the symposium... NISCHALA : FIRSTLY, THANKS FOR YOUR TIME PHIL. WE ARE A FEW DAYS AWAY FROM THE HFS ONE OFFICE DIGITAL SYMPOSIUM. HOW ARE YOU FEELING ABOUTIT?
PHIL : I am excited about hosting the HFS One Office digital symposium. As a company, our events are well known and popular in the industry as we bring together executive leaders for thought-provoking discussions and unfiltered dialogues – in the unique and exquisite HFS signature style. However, the reality is that we are far from doing live events yet! And so, as a company, we felt it was a good point in time to host our first digital symposium. I am personally excited about the amazing speaker line-up of 70+ speakers from across the world, the topically relevant agenda we have curated, the sponsorship support we received from our clients, and also the phenomenal response from the industry in terms of registrations. When I last checked, we had more than 800 sign-ups and are still counting and expect to surpass 1000 before registration close on Monday! And the interesting insight is that we have registrations from across all industries, geographies, roles and functions. The best part is that doing a digital symposium presents us the opportunity to connect and engage with a wider section of the global industry and ecosystem; it’s almost ~4X the numbers we typically host in our liveevents!
NISCHALA: THAT’S WONDERFUL TO HEAR PHIL. AND I AM SURE THERE IS EXCITEMENT IN THE AIR AT HFS AROUND THE UPCOMING HFS ONEOFFICE DIGITAL SYMPOSIUM. I ALSO KNOW THAT YOU HAVE COMMITTED TO USE THE PROCEEDS FROM THE HFS ONE OFFICE DIGITAL SYMPOSIUM TOWARDS THE COVID-19 RELIEF RESPONSE WORK IN INDIA. CAN YOU PLEASE SHARE MORE ABOUT IT? PHIL: Yes, Nischala, a lot of our business and clients are based in India - it is the heartbeat of the global services industry. Over the past few weeks, we have seen and heard of the ground reality of the situation in India. And we made an executive decision to make immediate donations from the Symposium proceeds for the collective fight against the pandemic in India. These are the organizations we are supporting – please join us in doing so today in lieu of registration fee: Give India, United
Way
, Sewa
International,
and Kinaara.
I am incredibly happy that the funds we have given are making a real difference on the ground. A facility for pregnant women with COVID-19 needed $7,000 to open. We just made that happen. We also funded a 200-bedded hospital in a small town in Tamil Nadu and have just helped a maternity center become operational for women with Covid-19. So it truly gratifying to see the realization of our passion for a purpose to make a real difference. In addition, HFS commits that the symposium proceeds will also be used to support causes we believe in – especially the importance of accessible college education for all racial minorities.. NISCHALA: THAT’S GREAT TO HEAR PHIL. WHAT IS PERSONALLY HEARTWARMING IS TO SEE AND READ THE IMMEDIACY OF THE IMPACT OF HOW THE SYMPOSIUM PROCEEDS ARE MAKING A REAL DIFFERENCE ON THE GROUND IN THE LIVES OFPEOPLE.
PHIL: yes. Every time I get a direct update on how the symposium proceeds are being used – it is personally very satisfying. So attending the HFS One Office Digital symposium is really a win –win for all.
One, we all collectively make a positive difference in life of someone through what we do at work. Two, anyone attending the HFS OneOffice digital symposium stands to only learn and gain. So, anyone associated with the HFS OneOffice digital symposium is part of the conversation _and_ the solution NISCHALA : SO, WHAT IS THE THEME FOR THE HFS ONE OFFICE DIGITALSYMPOSIUM?
PHIL: The theme for HFS is OneOffice. OneOffice is a really a “mind-set” which we strongly believe organizations need to consciously institutionalize for them to have a fair chance of long term survival, sustenance and success. Thanks to the global pandemic, organizations have just taken a rapid drive down an unprecedented channel of change. It’s been a shock for many and a calling card for accelerating digital transformation. This forced transformation is a final reckoning to create a collaborative, cross-functional, enterprise operation that natively automates your processes, propels your people, and powers your decisions – breaking down your front-to-back legacy silos to create the only "office" that matters: OneOffice And we are almost at the half year mark in 2021. And we already see many organizations have embraced this mindset. For those who haven’t, it is a good time to start. Hence, we felt the combination of the timing and theme was appropriated to bring together industry leaders, business titans, decision makers and influencers to have an open authentic dialog on the future of industry, ways of working andnavigating change.
NISCHALA : SO, WHO SHOULD ATTEND THE HFS ONE OFFICE DIGITAL SYMPOSIUM? PHIL: Any industry and anywhere in the world, if you are a business leader, decision-maker, or influencer in the area of business process, emerging technology, innovation, diversity, data, people, change management – you should sign up for the HFS One Office DigitalSymposium.
NISCHALA : IT IS A POWER-PACKED SPEAKER LINE-UP AND AN EQUALLY POWER-PACKED AGENDA YOU HAVE THERE. WHAT ARE THE TOP 3 SESSIONS YOU ARE REALLY LOOKING FORWARD TO AND WHY? PHIL: It's hard to single out any one session as they are all so awesome across all aspects of people, process, technology, and change - just check out the agenda =) NISCHALA : OUR LAST INTERVIEW WAS FOR INTERNATIONAL WOMEN’S DAY IN MARCH 2021 AROUND THE TOPIC OF GENDER DIVERSITY. AS PART OF
OUR CONVERSATION, YOU HIGHLIGHTED THAT FOR ALL HFS EVENTS WE ACTIVELY AND CONSCIOUSLY IDENTIFY WOMEN WHO CAN BE INVITED TO SPEAK. HOW DOES THE SPEAKER LINEUP LOOK AT THE HFS ONE OFFICE DIGITAL SYMPOSIUM IN TERMS OF GENDER DIVERSITY? PHIL: I am so glad you asked this question. We made a public commitment and I am happy to share that we have honored thatcommitment.
So for the upcoming symposium, we have a line-up of 18+ women speakers. They are all very senior women leaders, mostly C-suite and from across roles/functions and also across industries. I must confess that as a company, we do spend a significant amount of time as part of the event planning exercise ensuring that we identify and invite the right speakers based on their experience and expertise._Click to Enlarge _
And the good news is that all these women are out there. So we believe it is our responsibility to give them the podium to share their ideas, insights, and inspiration. NISCHALA: ANYTHING ELSE ABOUT THE HFS ONE OFFICE DIGITAL SYMPOSIUM THAT YOU WOULD LIKE TO SHARE WITH ANY READING THIS PIECE? PHIL: We really need to come together as an industry to shape the world we're moving into at a _speed_ we have never experienced before. We have so many more complex issues to grapple with that will impact us, such as our brittle infrastructures that are being exposed, especially in the wake of unprecedented cyber-attack escalations, getting ahead of subconscious biases with gender, race and sexual orientation, learning to innovate in this work-from-anywhere environment and paying much more than lip-service to climate change... where there is no vaccination to get us out of trouble. Please do try and join us and a voluntary donation to our Covid-19 relief organizations is deeply appreciated. Cheers!_QUICK LINKS_
* HFS One Office Symposium Registration – Registrations closingsoon!
* HFS One Office Symposium Agenda * HFS One Office Symposium Speakers * HFS One Office Symposium Sponsors * HFS One Office Symposium FAQ Posted in: Business Process Outsourcing (BPO),
Digital Transformation,
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ACCENTURE, INFOSYS, KPMG, EY AND DXC TOP THE 2021 SERVICENOW SERVICESRANKINGS
May 30, 2021 | Phil Fersht, Tom Reuner
, Martin Gabriel
_Click to Enlarge_
One platform which has scaled new heights over the past year, geared to orchestrating processes in the cloud, is ServiceNow. One area that is becoming increasingly critical for these platforms is driving up the excitement of the leading - and emerging - services providers to train their staff to deploy, develop and help manage the solutions. Hence, it is no coincidence that we're seeing SNOW rise in prominence with the service providers with ex-SAP chief Bill McDermott at the helm. HFS' IT services leader, Dr Tom Reuner,
supported by analyst Martin Gabriel, have spent the
past few months talking with an exhaustive quota of end-customers of ServiceNow, in addition to drilling into HFS' customer perception surveys, to draw up the definitive Top Ten guide to ServiceNow Services in 2021. Premium HFS subscribers can access their copy of the report here.
So let's hear a bit more from Tom about this evolving market... PHIL FERSHT, CEO HFS: TOM - WHY HAS SERVICENOW BECOME THE ORCHESTRATION PLATFORM OF CHOICE FOR SO MANY ENTERPRISES IN RECENT TIMES? WHAT HAS CHANGED TO DRIVE SUCH A LEVEL OF INTEREST? DR TOM REUNER, SVP IT SERVICES RESEARCH, HFS: Suffice it to say, Phil, the attraction of ServiceNow is in the eye of the beholder. For me, it is one of the key enablers for operationalizing the OneOffice. Let me peel back the HFS nomenclature for a moment. ServiceNow is the operational layer that helps organizations to deliver digital customer and employee experiences. In a nutshell, it is achieving this by offering workflows in the cloud that are underpinned by a single data model. But crucially, these workflows are cross-functional and organizations are looking to obtain that single pane of glass with all the operational data. So what does cross-functional really mean? Many organizations started their journey with ServiceNow with IT workflows as they got fed up with the lack of agility of their often highly customized ITSM solutions such as Remedy that are still on-prem. But many organizations are expanding ServiceNow beyond ITSM toward IT Business Management or SecOps within IT, while others are literally taking the platform and leveraging it in business functions such as customer service, HR, and procurement. Thus, ServiceNow is a conduit for overcoming the organizational silos that we at HFS keep talking about. As one service provider put it, you have to earn your right in IT workflows to expand the platform to other business units. Another strong alignment with the OneOffice mindset is that ServiceNow is delivering digital customer and employee experiences that delight folks rather than frustrate them. Those experiences could come from portals but increasingly are coming also from mobile devices. A good example is returning to work projects and even vaccination management as we are hopefully getting toward the tail end of the pandemic. You only get to high levels of customer and employee satisfaction if your operations are underpinned by consistent data sets and actions can beadapted easily.
HOW IS THE SERVICE ECOSYSTEM EVOLVING AROUND THE NOW PLATFORM, TOM? WHAT ARE YOU SEEING FROM THE MAJOR PROVIDERS AND THE EMERGING NICHEFIRMS?
There is an immense dynamism in the broader ServiceNow ecosystem. I would point to three major trends. First, clients are starting to scale the cross-functional journey with ServiceNow. We are seeing organizations managing GBS operations with ServiceNow end-to-end. They are taking the platform across HR, F&A, procure, and beyond. This is a far cry from the beginnings of ITSM. Second, ServiceNow is pushing an industry-led go-to-market. Thus, service providers have built out deeply verticalized offerings. Compelling examples are Operational Resilience in the financial services space and on the telco side, Network Performance Management offerings that get deeply integrated with the OSS/BSS landscape. And you can see those two trends clearly in ServiceNow's financial performance. In Q4 2020 only 62% of new contracts were around IT workflows. And many of the leading service providers have an even lower percentage of contracts around ITworkflows.
The third trend is the war for talent and with that, the unavoidable acceleration of M&A activity. Given the scarcity of talent, ServiceNow pure plays are being acquired by the GSIs. The most recent examples are NTT DATA acquiring Acorio and Cognizant gobbling up Linium. Both pure-plays had a strong focus on the US market. But we have also seen private equity (PE) firm Sunstone Partners acquire three ServiceNow pure-plays (Evergreen Systems, Cerna Solutions, and Novo/Scale) to create a new pure play challenger with global ambitions. It will be intriguing to see how this new company called Thirdera will fare. SO AGAINST THE BACKGROUND OF THOSE TRENDS AND DEVELOPMENTS HOW ARE SERVICE PROVIDERS REACTING TO THIS AND WHO IS STANDING OUT FROM THECROWD?
Pivoting to broader transformational programs where the platform is being taken beyond IT workflows into what ServiceNow calls ESM ( i.e. customer and employee workflows) and more recently even into industry-led solutions is where the wheat is being separated from the chaff. It is here where the leaders like Accenture, Infosys, KPMG, EY, and DXC Technology are standing out. Many clients are looking for more than just implementation services that are commoditizing fast and that are often driven out of offshore factories. Put in other words we are seeing the OneOffice mindset come through. Organizations are progressing toward a more holistic data model and are looking to drive workflows across organizational boundaries. Beyond the leaders Atos stands out as the leader in the “Voice of the Customer”, IBM has made significant progress and is building out deep industry solutions while LTI gets strong client references for highly scaled IT workflowprojects.
However, outside of the usual suspects, the unsung heroes of the ServiceNow ecosystem are often the leading pureplays or boutiques. For example, Enable Professional Services is the champion in Australia and Asia with strong ESM credentials while Plat4formation is at the cusp of innovation in manufacturing and beyond. Cask excels with a transformation focus in the US market while GlideFast has a strong sales momentum in the same market as well as a high CSAT score. As an analyst engaging with these organizations is immensely rewarding as you glean so much more information about the market. HAS BILL MCDERMOTT MADE A BIG DIFFERENCE, IN YOUR VIEW? There many ways of looking at it, Phil. For starters, he is a brilliant sales guy. I remember him from my days at Gartner donkey's years back when he was heading up sales there. Looking at it from the ServiceNow angle, Bill’s tenure marks a new phase in their corporate development. His predecessors built the core functionality and established the brand. The next phase is strongly accelerated growth. You can compare this to the evolution of Salesforce. Therefore, the next logical step is verticalization. Bill hasn’t devised the strategy but he is excellent at communicating it. He keeps talking about ServiceNow being the platform of platforms. Which is a clever way of emphasizing cross-functional workflows. Yet, those workflows only happen through integration with all the applications andtoolsets.
Having said that, there is a bit of a cult cropping up. Almost all the service providers we talk to point to “having discussions with Bill” and quite frankly just drinking the Kool-aid. But as the platform is being expanded into completely new use cases, having this communication “magnet” is immensely helpful. And we should keep in mind that ServiceNow has always avoided being pigeonholed. It was never the ITSM company. If anything, not too long ago it positioned itself as the “cloud company”. Now the positioning crystalizes around “Workflows for the Modern Enterprise” and as mentioned, the notion of the platform of platforms. Given the heterogeneity of the capabilities, having a highly visible figurehead is immensely helpful. WE RECENTLY SAW SERVICENOW ACQUIRE ONE OF THE SMALL RPA PROVIDERS, INTELLIBOT. WHAT WAS THAT ALL ABOUT TOM? WHY DID THEY OPT FOR A SMALL FIRM IN THIS SPACE AND NOT GO FOR ONE OF THE LARGER RPA FIRMS? What appears to get lost in much of the 'excited' commentary of the Intellibot acquisition is that we have to move beyond a siloed mindset. This is not about RPA or AIOPs. This should be about moving toward cross-functional workflows. Put another way, ServiceNow is not entering the RPA market. As with all its acquisitions, it is looking to re-platform the capabilities of Intellibot. Or put yet another way, it will not offer Intellibot as a stand-alone offer. The aim is to expand the workflow experience toward the automation of legacy systems. Intellibot’s low code credentials have the additional bonus of allowing users to create automation. Therefore, comparisons to the leading RPA provider are misguided. This is a tuck-in acquisition that allows the integration of legacy applications and data sources. As such, this is more akin to SAP acquiring Contextor. For SAP the direction of travel is opposite to ServiceNow. Rather than allaying concerns of clients to migrate to the new world of HANA, ServiceNow is the cloud-based innovation that is aiming to integrate with the plethora of legacy systems. They aim to offer a connector to all leading applications and tools etc. Deeper process intelligence capabilities are the next logical steps, but again only focused around ServiceNow data, not as a competitor to the likes of Celonis. YOU INVENTED THE "INTELLIGENT AUTOMATION CONTINUUM" DURING YOUR EARLIER DAYS WITH HFS. IS THAT STILL RELEVANT, OR HAVE YOU CHANGED YOUR THINKING? ARE ENTERPRISES STARTING WITH BASIC RPA BEFORE GRADUATING TO MORE SOPHISTICATED TECHNOLOGIES OR IS SOMETHING ELSEHAPPENING?
As a failed historian, it is always a tad indulgent for me to go down memory lane. To some degree, I am amazed that the Intelligent Automation Continuum is still being talked about and that clients still find value in it. While the market has moved on, the thought-process behind the Continuum remains valid, I would argue. But as with many things, automation really is in the eye of the beholder. For me, Intelligent Automation was always about end-to-end process automation and the need to integrate and orchestrate both legacy technologies as well as innovative offerings such as the cloud. But I was expecting a convergence of IT and business scenarios. So much so that I declared “RPA is dead”
back in 2016 just to make a point. Looking at some of the more detailed discussions on the Continuum,
the idea was never that you have to start with basic RPA to progress to more sophisticated technologies as you put it, Phil, but rather two other fundamental points. First, that all the approaches and technologies plotted across that Continuum are both overlapping and interdependent. Therefore, clients have to find ways of orchestrating those. Second, the direction of travel is toward unstructured data and probably less obvious toward less well-defined processes. Cognitive and artificial intelligence is meant to overcome the limitations of these two dimensions. And with that, we are back to ServiceNow. The cross-functional workflows and the integration capabilities of ServiceNow’s Integration Hub are taking us back to those discussions to progress toward end-to-end automation and decouple routine service delivery from labor arbitrage. We have to re-focus on those outcomes rather than getting side-tracked by the task automation pushed by the RPA incumbents. It is here where the ever-expanding capabilities of ServiceNow are coming in. But to be frank, I don’t think the RPA camp has taken too much notice of how much ServiceNow has changed. SO FINALLY, TOM, WHAT WILL BE WE TALKING ABOUT IN THE NEXT COUPLE OF YEARS AS WE SEE AIOPS MATURES AND OTHER DATA-CENTRIC TECHNOLOGIES BECOME MORE PROMINENT? HOW ARE OPERATIONAL PROCESS SOLUTIONS GOING TOTAKE SHAPE?
For me, it is really building on the points that I was just trying to make. The focus should be on the convergence of IT and business and enabling this cross-functional mindset to overcome organizational silos that we keep discussing in the context of the OneOffice. But to get there, we need enterprise-wide service management and monitoring. Yet, we are still miles away from getting even close to that. There are many missing pieces on that journey. But I expect deep investments around operationalizing Data Science, be it around process intelligence or AIOPs. The focus must be on integrating disparate inputs including metadata from logs or data that is adjacent to the actual process. However, the ability to ingest disparate sets of information has to be matched by the ability to execute and ultimately automate actions. Over time we have to progress to the non-deterministic application of dynamic scripts. Thus, this is also more about the platforms such as ServiceNow and Celonis, rather than about all those points solutions. I am tempted to close out with the thought process behind the Continuum: the focus on end-to-end automation and the need for integration and orchestration. But then again, markets rarely evolve rationally. HFS Premium subscribers can click here to access their full copy of the 2021 ServiceNow Services Top 10Report
Posted in: Cloud Computing, Digital
Transformation
,
IT Outsourcing / IT Services0
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THE BIG DIGITAL FLIP: 60% OF STAFF GOING BACK TO THE OFFICE May 23, 2021 | Phil Fersht WHAT A DIFFERENCE SIX MORE MONTHS OF STARING INTO THE DIGITAL ABYSSHAS MADE
When we interviewed leadership from 400 Global 2000 enterprises at the end of last year only 37% saw them returning to an in-office environment . Our very latest HFS Pulse study, covering 800 Global 2000 enterprises, clearly shows a marked shift towards sending staff back to the office, with a 60% ratio of staff expected to be office-based over the next year:_Click to Enlarge
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WE'RE ENTERING A HYBRID REALITY, WHERE DIGITAL AND PHYSICAL WORK CULTURES ARE BLENDED The _digital exuberance_ of 2020, where declarations from many leading enterprises - the likes of Unilever, Hitachi, Mastercard, Google and Amazon - that they had become "work-from-anywhere enterprises" is clearly losing steam as so many enterprises have struggled to maintain a motivating, dynamic culture. Employees - from leadership down to interns - are burned out with the sheer monotony of a 100% digital environment and the inability to whiteboard ideas, share ideas, collaborate on process design and embrace emerging tech. This is especially the case with Gen-Z and Millennial staff who are desperate to get back to an office environment. In fact, many are choosing to work for firms that are embracing an in-office culture - something we have already seen happening aggressively in the call center environment (download POV here).
Bottom-line: We're seeing a significant "digital-flip" towards anin-office model
We can't deny the experience of the last year has driven a genuine need to configure business operating models to function in a remote virtual environment, as most businesses simply can no longer limp along with on-premise systems, fragmented processes, and an inability to operate in the cloud. However, as we evolve towards a new reality where we can really _visualize_ a physical future for businesses, it's also become clear that businesses are struggling to function entirely in the cloud and depend more than ever on a people-driven culture.Why is this?
BUSINESSES THRIVE ON PEOPLE AND TECHNOLOGY EMPOWERS US, NOT DICTATES HOW WE WORK. While many businesses struggled - or failed completely - during the pandemic, many have thrived as costs have been decimated and a return to growth has created so many new markets to exploit and customer demand to satisfy. This has also created a highly fluid job market, where people can get hired rapidly over Zoom and staff can dictate where they want to work. Companies with strong, dynamic leaders who inspire staff to learn new things, collaborate together, and focus on purposes beyond mere profit and efficiency are fast becoming venues where ambitious staff want to apply themselves. While much can be achieved in a pure remote model, it's simply not sustainable for a healthy, energizing work environment in the medium-long term. Running data and processes in the cloud is critical to keep companies operating effectively, but those are merely the baseline table-stakes to survive in this new _hybrid reality_. Technology is critical to provide the infrastructure to _exist_, but it doesn't _dictate_ the business model... _people_ do. THERE IS ONLY SO MUCH YOU CAN ACHIEVE REMOTELY. We've talked to hundreds of executives over the past year, and they all complain about the same thing - they are managing an almost-unmanageable amount of internal meetings over video calls, simply to keep the wheels on basic task management and accountability. Simply put, it's becoming increasingly complex and awkward to run business operations in a remote model where training is a huge challenge, where motivating people is almost impossible, where getting beyond the basics of keeping activities functioning is a huge challenge. Communicating, collaborating, idea-sharing, white-boarding etc are critical for taking businesses forwards and driving real innovation. They are also critical for helping employees become comfortable with _change_, to be comfortable with automating mundane elements of their jobs, and to become adept at embracing ways of accessing the data needed to exploit market opportunities. With industry lines blurring, supply chains fragmenting and new opportunities and challenges springing up at a breathtaking pace, the time to bring people back together is fast-arriving, and so many enterprise leaders are now seeing this inspades.
Posted in: Cloud Computing, Digital
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HOLY MOLY... IT'S RAJAN KOHLI! May 13, 2021 | Phil Fersht, Sarah Little
, Shantanu
Tewari
_Rajan Kohli is now President, Wipro's Integrated Digital, Engineering and Application Services (iDEAS)_
Rajan Kohli is quite possibly one of the coolest and calmest global leaders in today's services industry, at a time when the speed and the pace of change bounce between hot and scalding. Are things moving as fast as clients want? And what about the _internal_ pace of change? Wipro has recently completed both a major restructuring under new CEO Thierry Delaporte and the eye-catching acquisition of Capcoin
the past few weeks, so how are they _really_ pulling it together to deliver the value clients so urgently seek? Rajan now leads Wipro iDEAS (Integrated Digital, Engineering and Application Services), one of the firm's two new global business lines, so I spent some time with him to wade into those waters.... after his daily run through Central Park. Here's a peek into theconversation...
PHIL FERSHT, CEO AND CHIEF ANALYST, HFS RESEARCH: It is great to have you back on here again Rajan. I think we last spoke on HFS about three or four years ago, so quite a lot has happened since then with you, your career, and with Wipro. For the benefit of everyone here, maybe you could just give us a rundown on yourself again, and where you have evolved from, to the position that you are in today. Then we can talk a bit more about how you are hoping to take things forward in the newsetup at Wipro.
RAJAN KOHLI, PRESIDENT AND MANAGING PARTNER, WIPRO IDEAS (INTEGRATED DIGITAL, ENGINEERING, AND APPLICATION SERVICES BUSINESS LINE): Absolutely. The pleasure is all mine, Phil. I think, when we last spoke, I had just taken over as the leader of Wipro Digital, and Wipro was making a big bet on digital in that space. Prior to that role, I was head of banking and financial services, and before that, I had been the Chief Marketing Officer at Wipro. But most of my time had been in leadership roles in our financial services business. We set up Wipro Digital in 2014, and I’d been leading Wipro Digital until aquarter back.
If you remember, Phil, our initial hypothesis was that in Wipro Digital we’ll develop capabilities that are differentiating, capabilities that don’t currently sit in any part of Wipro, and then, over a period, we’ll move other parts of Wipro under Wipro Digital so that we can do an end-to-end digital proposition for our clients. And that is the journey we were on. “Through the massive restructure that Wipro had… we added the digital experience parts of Wipro’s business into Wipro Digital, then we added application modernization. With this latest reorganization, Wipro has now added all of engineering, all of applications, all of data also under this new group called iDEAS.” Earlier this year, through the massive restructure that Wipro had, we have continued that journey forward. Initially, we added the digital experience parts of Wipro’s business into Wipro Digital, then we added application modernization. With this latest reorganization, Wipro has now added all of engineering, all of applications, all of data also under this new group called iDEAS.Read More »
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HFS ADDS MORE BEANS TO FUEL HEALTHCARE RESEARCH - MEET ROHAN KULKARNI May 09, 2021 | Phil Fersht, Rohan Kulkarni
_ROHAN KULKARNI IS RESEARCH VICE PRESIDENT, HEALTHCARE, AT HFS_ We're firmly on our path to view the world through industry lenses at HFS research, as we see value chains across sectors merge, and the needs to be _hyper-connected_ changing before our eyes - with suppliers, customers, partners, governments, etc grouping into new value ecosystems as the world finds its feet post-pandemic. Who could have predicted the reinvention and emergence of food services as a whole new industry, such as the complete digitization of banking and retail, the shift in insurance to becoming a sales/marketing-driven industry, and the reemergence of the travel industry in this pandemic and post-pandemic eta? But perhaps there have been no more fundamental changes to an industry value chain than what has transpired - and continues to evolve - in healthcare. The need for rapid, quality patient data, economic data, cloud migration, and supply-chain reinvention has never been so critical to driving government, enterprise, and individual decision-making in the world of health, life sciences, and pharmaceutical production. Without further ado, let's delve into the views, ideas, and plans being driven by our latest analyst addition, Rohan Kulkarni, fresh from his
accolades as a master of perfect pints... PHIL FERSHT, FOUNDER, CEO AND CHIEF ANALYST, HFS. Before we get to all the work stuff, Rohan, can you share a little bit about yourself….your background, what gets you up in the morning? ROHAN KULKARNI, RESEARCH VP HEALTHCARE, HFS. The opportunity to participate in the healthcare ecosystem is personal to me. Recognizing that US healthcare is sub-optimal across the key dimensions of cost, health outcomes, and experiences will impact me and most of us in the most personal ways as we grow older requires us to lean in and help make it better. I want to influence drivers that could make the care construct better in some meaningful manner. I have been in the industry, getting on a decade and a half, leading strategy at multiple fortune 500 companies, being a product management executive & CIO at 2 different health plans while having consulted across the ecosystem. These opportunities have highlighted that the health & healthcare industry is unique in its ability to only get better in a participatory fashion. It's not just a doctor and patient equation, but rather needs all of us to do our part to stay healthy, be good patients when sick and when we get better, to stay that way. Its ongoing work for all of us all the time. PHIL - You've had a diverse career spanning several roles aligned to the healthcare industry... can you share some of your experiences over the years... what would you do all over again, and what would youdefinitely avoid?
ROHAN - Yes, Phil, I have been lucky to traverse this path through the healthcare ecosystem as a journeyman. I am amazed at the paradoxes in the industry; on one end, the amount of money that is in the system is mind-boggling and sufficient to solve all our healthcare challenges with plenty leftover, yet on the other hand, it represents the only industrialized nation without universal health insurance. This pandemic has exposed the level of empathy the industry has, particularly the nurses and doctors whose altruism knows no bounds, yet our society today is challenged with misinformation and trust impacting care & its delivery. My point is that the healthcare industry is meant to solve a polymathic problem and we are still scratching the surface in so many ways despite all the advances. As I indicated earlier, I have been privileged to journey through the ecosystem, meeting some wonderful people, accomplishing things that made me proud, contributing to helping reduce costs & optimize resources, and most importantly finding platforms to drive awareness to draw in more people to participate in the improvement of theecosystem.
PHIL - How critical is the role of services and technology in the healthcare industry during this time - has it changed significantly? ROHAN - I think technology and its enablement through services as we know it has been a cornerstone of healthcare’s evolution for the better part of 2 decades. As the population grows, particularly the seniors, and the prevalence of chronic conditions worsens without any evidence to suggest a radical change in behaviors, I would say that the role of technology and services in healthcare is critical, perhaps only next to what clinicians can do. Yes, I think it has changed significantly from how data is captured and analyzed and used in diagnosis and care protocols, how it can keep patients connected to clinicians for real-time interventions, how fast we can develop vaccines, and much more. The speed from identification to solution to post solution maintenance, in my view, has been the hallmark of the last decades' extreme technology focus on healthcare. PHIL - What role do you see analysts playing as we emerge from this pandemic? Same old game, or is something new brewing? How do you intend to cover the healthcare sector? ROHAN - Health & healthcare’s success, in my view, is defined by the quality of life attributes, which will require democratization of the ecosystem and the broad participation of everyone. A key focus of that is driving awareness and engagement to help people, communities, enterprises, and governments appreciate different perspectives. To be able to bring various stakeholders together, drive robust debates and influence good sustainable solutions. I think this next chapter for analysts will differentiate between the good ones who will challenge the status quo and raise the bar, collaborate and influence industry solutions and those that will be critics. My approach is going to include a few dimensions; * coverage expansion to include the entire ecosystem beyond the health plans and life science that we currently cover to healthcareproviders;
* a focus on digital health through the intersection of Healthcare & Triple-A Trifecta change agents – AI, automation, and smart analytics as well as mobility and virtualization * Healthcare is a polymathic problem and will require a polymathic solution; as such, I will cover healthcare’s intersections with climate change, societal changes, the food we eat, the impact of the way we work (e.g., OneOffice), and more that impact the social determinants of health. While I do have faith in my fellow humans, I do suspect that at some point here shortly, the pandemic will be history, albeit a painful one for many. It will likely get people to go back to their old habits with perhaps a few non-material changes to their lives. As such, it is critical to driving awareness in more meaningful, personal, and even in your face ways so that together we can chart a better path forward. PHIL - What do you think we'll be talking about in healthcare when we gradually revert to a world beyond our screens? Will we get a resurgence of energy and excitement, or will we crawl out of our caves blinded by the sunlight? ROHAN - I think that depends on where in the world you are. In the US, we were already down the path of being virtual in healthcare, and the pandemic certainly accelerated it. I suspect that momentum will continue where physical interventions are not necessary, such as primary care, nonsurgical specialist visits, etc. I believe after the initial surge of visits to the dentist, ophthalmologist, gynecologist, etc., human behavior will likely reverse to the mean, to return to most pre-pandemic behaviors. Now given the fact that we are unlikely to be at herd immunity any time soon and will likely need a booster vaccine come fall, I think a true post-pandemic scenario is stillevolving.
PHIL - Thanks for sharing your plans with us, Rohan. Excited to learn more from you as you get bedded in with us! Posted in: Digital OneOffice, Governance
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THERE IS NO VACCINE FOR CLIMATE CHANGE May 05, 2021 | Phil Fersht, Josh Matthews
, Nischala
Murthy Kaushik
HOW MANY OF YOU EVEN _KNEW_ EARTH DAY WAS ON 22ND APRIL? AND EVEN IF YOU DID, DID YOU CARE? If there is one lesson we will eventually take from Covid, it’s the paranoia that government and business leaders' now live with: a constant fear of being _caught cold_ by a crisis like this, ever again. This paranoia must spur them to preventative action rather than a reliance on their ability to deliver rapid treatments. Those treatments of the symptoms simply paper over the deepest cracks of the causes - problems that remain unsolved despite all the debt we'veincurred.
Barring future pandemics and world wars, which seemingly can be treated by throwing extraordinary amounts of money into science and military coffers, the next looming crisis is that of a climate meltdown. This offers the _opposite_ problem - where the only cure is through smart and painful _prevention_, not quick-fire, after-the-crisis inoculation. SUSTAINABILITY MUST BECOME A NATIVE PART OF BUSINESSES, POLICY, AND OUR DAY-TO-DAY LIVES This means people need to be educated, they actually have to _listen_ and then change their behaviors. No-one really took the threat of nuclear war seriously until the horrors of Hiroshima and Nagasaki were experienced. The world was able to recover from the horrors of 'limited' nuclear war, the experiences, hopefully, proving to be preventative for many more decades to come. But there is no _second chance_ if we continue to destroy our planet. There can be no "lessons-learned" when the world runs out of water.... Sadly, our recent study of 150 C-suite executives across the global 2000 shows us that sustainability only ranks fifteenth as a "fit-for-purpose" measure - no change at all from pre-Covid times:_Click to Enlarge
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In this vein, we had our roaming story-teller Nischala Murthy Kaushikspend time with
analyst Josh Matthews, who spends a
lot of time thinking through how we tackle sustainability and climate change, in addition to spending his spare time as a counsellor on Cambridge City Council in the UK... NISCHALA MURTHY KAUSHIK (CMO, HFS): Let’s start with the basics, Josh... What is the definition of ‘sustainability,’ and why is it important in 2021? JOSH MATTHEWS (ASSOC RESEARCH DIRECTOR, HFS): The best place to start by checking out the UN Sustainable Goals . These 17 Goals cover all the ambitions we should have as a planet, whether its tackling climate change, lifting people out of poverty, restoring and protecting biodiversity, or eliminating inequality. These challenges don’t stand alone—they’re heavilyRead More »
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CAMPBELL SOUP ADDS FLAVOR AS SYNITI ACQUIRES DMR TO CREATE BIGGEST DATA SOFTWARE AND SERVICES PUREPLAY May 03, 2021 | David Cushman, Don Ryan
, Phil Fersht
Enterprise data businesses Syniti and Data Migration Resources have joined forces in a move they believe makes them the biggest data software platform and services pureplay in this, or any other, town. And we see no reason to doubt their claim. With the thirst for quality data at a pandemic-driven all-time-high to base critical enterprise decisions, this merger is perfectly timed. Under the Syniti banner – and with Syniti CEO Kevin Campbell remaining at the helm – the new company has the resources and global footprint to answer the ‘Are these guys big enough?’ question when it comes to tackling the most complex data requirements of the top echelons of the global 2000. The Newco claims it offers the largest collection of data specialists and an AI-driven platform converging capabilities across data management, analytics, and governance. With Campbell energized and back in his element, who drove one of the first BPO pureplays Exult, before he inspired the multi-billion dollar BPO and technology growth trajectories in Accenture (see blog),
you have to believe the newly re-invented king of data services is taking his new company somewhere very interesting... Tie up comes after record growth for SAP-certified Syniti Both parties share a common focus on people and intend that the new scale of the organization will give their prized data specialists the opportunity and desire to stick around to build long careers and the culture to attract more. Syniti enjoyed record growth in 2020 (with some regions reporting more than 275% growth YoY). It reported the best Q1 results in its 23-year history at the end of April 2021. It’s riding a wave of rapidly increasing investment in smart analytics (Exhibit 1). Almost three-quarters see investments rising either significantly, ormoderately.
EXHIBIT 1: DO YOU SEE INVESTMENTS INCREASING, DECREASING, OR STAYING THE SAME FOR SMART ANALYTICS IN THE NEXT 12 TO 18 MONTHS?_Click to Enlarge
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Syniti has been expanding from its SAP heartland (where it now holds SAP Certified Gold Enterprise Support Integration) to introduce real-time data replication with Amazon Web Services (AWS). It is also an SAP platinum partner when it comes to helping businesses move to SAP S/4HANA, SAP SuccessFactors, and SAP Ariba. SAP resells data migration software from Syniti as SAP Advanced Data Migration by Syniti. Deloitte, IBM and DXC have been Syniti’s leading SI partnersto date.
Joining together offers a global footprint and platform foracceleration
Syniti and DMR have been competitors in the North American market – each with facilities in India. Syniti has expanded to Europe and Asia-Pacific and DMR has gone into Latin America. The plan is to scale up globally, making use of the combined power of their India operations and sharing sales teams and the best of the products, tools, ideas, methods and techniques applied by each business. The aim is to accelerate their individual growth through combination – staking a bigger claim to the rapidly expanding demand for enterprise data management than either could alone. The combined solution portfolio - comprised of the Syniti Knowledge Platform, DMR CONCENTO, Rapid Data Governance (RDG), and other software solutions, offers customers and partners aggregated, integrated capabilities to address a wide range of data-led business and IT requirements. DMR products will remain supported into the foreseeable future and the combined might of the organizations will be applied to accelerate the ongoing development of DMR’s CONCENTO RDG – a potentially powerful differentiator if it delivers on its promise of cutting implementationcosts by up to 50%.
Bridge Growth Partners are the majority owner of the new enterprise with DMR CEO Ryan Rodenburg joining the executive board with a ‘CEO of the Americas’ remit. BOTTOM LINE: EFFECTIVE COMBINATION OF ASSETS HOLDS THE KEY TO LONGTERM SUCCESS
Thousands of hours of teaming ahead of the official merger proved the two parties can work together well. But the long-term success of the deal is likely to reside in how effective the new organization can be in making 1 + 1 = 3 when linking up its assets in a range of client-value-creating combinations. The new organization makes for a more balanced products/services company going forward, something the market is starting to reward. What is critical now is to encourage Syniti's energized service provider partners, especially Deloitte, IBM, Accenture and DXC to increase their focus and staff training on the bigger, badder Syniti. IN SHORT, WE NEED TO UNDERSTAND THAT DATA IS THE STRATEGY TO GET US AHEAD OF OUR MARKETS. HERE ARE FIVE STEPS WE MUST TAKE: * GET THE DATA TO WIN IN YOUR MARKET. This is where you must align your data needs to deliver on business strategy. This is where you clarify your vision and purpose. * RE-THINK PROCESSES TO GET THE DATA, Then you must re-think what should be added, eliminated, simplified across your workflows to source this critical data. * DESIGN YOUR NEW OPERATIONAL WORKFLOWS IN THE CLOUD. There is simply no option but to have a plan to design processes in the cloud over three-tier web-architected applications. In the Work-from-Anywhere Economy, our global talent has to come together to create our borderless, _completely digital_ business. This is the true environment for real digital transformation in action. * AUTOMATE PROCESSES AND DATA. Automation is not your strategy. It is the necessary _discipline_ to ensure your processes provide the data - at speed - to achieve your business outcomes. Hence you have to approach all future automation _in the cloud_ if you want your processes to run effectively end-to-end. * APPLY AI TO DATA FLOWS TO ANTICIPATE AT SPEED. Once you have successfully automated processes in the cloud, it is easy to administer AI solutions to deliver at _speed_ in self-improving feedback loops. This is where you apply digital assistants, computer vision, machine learning, and other techniques to refine the efficacy of your data. AI is how we _engage_ with our data to refine ourselves as digital organizations where we only want a single office to operate with agility to do things faster, cheaper, and more streamlined than we ever thought possible. AI helps us predict and _anticipate_ how to beat our competitors and delight our customers, reaching both outside and inside of our organizations to pull the data we need to make critical decisions at speed. Posted in: Analytics and Big Data, IT
Outsourcing / IT Services,
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WHY OUTSOURCING HAS BECOME HOT AGAIN... AND IT'S ALL ABOUT AUTOMATINGTO GET TO THE CLOUD
April 26, 2021 | Phil Fersht The impact of the pandemic has completely changed the mindset and _change imperative_ of the majority of organizations. Our recent study of 400 operations and IT leaders across the Global 2000 shows how crucial automation has become as the catalyst to modernize business operations. And this means the old-thinking around RPA is rapidly leaving the building, as enterprises are faced with a dual challenge: ring-fencing legacy data centers and processes, while making fresh investments to re-jig critical processes to function effectively in the cloud:_Click to Enlarge
_
Simply put, if you try to take your existing messy processes and simply move them "as-is" into a cloud environment, it's going to be one very costly exercise that could be so cumbersome, you may go out of business before you even get them there. We used to talk a lot, in pre-Covid days, about moving your "mess for less" offshore, and even if you did very limited transformation, you would reduce costs simply because you were tasking lower-cost people to run them for you. Essentially, anything you couldn't shoe-horn into your standard ERP model would be a prime candidate to outsource as it was not likely to be core business activity, but you still needed them processed, and you might as well run your mess for cheaper via a service partner, than do it yourself. Two thirds of major enterprises have no choice but to head for the Cloud in the new economy Fast-forward to 2021, and most large enterprises have managed to move their messy stuff to an outsourcer or their offshore captive. That was what legacy outsourcing was all about and over 90% of the Global 2000 did it. Now they are faced with a whole set of nagging new challenges, as they simply have to function in the cloud, if they want to be effective in this work-from-anywhere environment, which we know is going to be the norm for at least two-thirds of enterprises, even after we finally get Covid under control:_Click to Enlarge
_
So what does this new wave of outsourcing look like, and why is it poised to increase at close to 10% this year - and likely even morenext year?
THE DESIRE TO CENTRALIZE LARGE CLUSTERS OF PEOPLE IS DISSIPATING WITH ENTERPRISE LEADERS FOCUSED ON OUTCOMES. After 14 months of operating with armies of shared service staff operating remotely, most have learned how to manage by focusing on the outcomes of getting processes delivered, as opposed to obsessing with governance structures based on effort and control. Many enterprise leaders have told us how they are focused on driving greater internal coordination with increased daily video meetings, where accountability and ownership are determinedly applied, and 51% (see above) do not see the need to add additional headcount to make this happen. THE NEED TO SCALE-UP AND SCALE-DOWN _AT SPEED_ HAS NEVER BEEN MORE PRONOUNCED. The number one watch-word today is about moving at _speed_. Enterprise leaders accepting the current status quo simply want to make fast decisions to make their operations and supply chains as nimble as possible. This means freeing themselves from multiple sign-off points to enact policies and strategies is becoming an imperative; lugging around bloated back office functions that strangle the ability to get things done is becoming a tainted memory. Having deeper partnerships with lesser numbers of partners not only cuts out operational costs, but also creates far more flexibility to operate at speed in unpredictable market conditions. This explains why a quarter of enterprises have already increased their outsourcing scope across business and IT processes in this environment, and a further third are planning to accelerate in the near term. Pipelines for new deals are strong - especially in Europe, and early indications from our soon-to-be-finalized Pulse study for H1 2021 indicate expenditure increase in the high single-digits:_Click to Enlarge_
THE NEED TO ADD “DIGITALLY-FLUENT CAPABILITY” IS FORCING THE ISSUE ON THE INTERPLAY BETWEEN BUSINESS CONTEXT AND TECHNOLOGY CAPABILITY. With all today's technology solutions CIOs are evaluating being cloud-based, their roles are shifting away from the provision of custom-app development, support and maintenance etc., and towards understanding the _business context_ of their non-IT executive counterparts. This is more about housing data, ensuring security, scalability, speed and business continuity. They need to make their departmental leaders' data ubiquitously available, accessible, and mineable - working with them to embed a mindset that inspires business and IT staff to work together to create an organization that can flip its business model to exploit these seismicmarket changes.
THERE IS A LOT MORE TRUST TO WORK WITH PARTNERS. The rapid uptick in deeper, broader outsourcing relationships is being driven by enterprise buyers becoming more decisive and experienced, and their service partners becoming much more adept and confidant to strike rapid, cost-friendly deals, knowing they have the expertise and resources to make these deals profitable in the short term and (potentially) lucrative in the medium-longer term, as they get closer to their customers' customers. IT’S MUCH EASIER TO HAVE A THIRD-PARTY DRIVE AUTOMATION THAN FORCING IT ON RESISTANT/INEXPERIENCED STAFF. Today's service providers are becoming highly adept at automating transactional work - simply because they have had no choice but to get proficient at it if they are to deliver value for their clients _profitably_. On the flip-side, enterprises have proven particularly useless at scaling automation projects and doing anything more than piecemeal projects within silos. We can delve into all the reasons why this has been a failure for over 80% of them, such as politics, employee resistance and inability to redesign processes (and let's not forget a year-plus of pandemic), but the benefits of having an external party tasked with driving your automation efficiencies are now crystalclear.
Bottom-line: With the cyclical nature of global recessions, the historical reaction is to outsource without much transformation. However, the response this time is different... Today's service providers are much more _confidant_ at delivering the outcomes because they know how to infuse technology to support these new commercial models. Moreover, you can't get the data you need if your critical data is not in the cloud and you don't have the people, partners, processes, technology - and desire to _change_ - to make this possible. Service providers now have the experience, desire and risk-appetite to roll their sleeves up and help many enterprises make it through the most unpredictable economic era we have ever livedthrough.
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Cloud Computing
, IT
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GETTING CHATBOT FATIGUE? THEN UPGRADE TO DIGITAL ASSOCIATES... April 17, 2021 | Melissa O'Brien, Phil Fersht
Let's cut to the chase folks... chatbots have struggled to gain much of a foothold in the corporate tech innovation stack. However, our analyst Melissa O'Brienhas spent the
last few years studying how these engagement technologies are evolving deeper into the enterprise where they can truly augment staff and reduce a significant amount of their time, while driving a whole new digital way of _engaging_ for both employees and customers... from the back office right through to the front. So let's take a look at which services firms are getting good at creating these digital associate workers for enterprises..._Click to Enlarge
_
MELISSA, WE'VE BEEN OBSERVING THE EVOLUTION OF "CONVERSATION AI" FOR A GOOD DECADE-PLUS NOW, SO WHAT'S NEW? HAS THE PANDEMIC DRIVEN MOREUPTAKE?
The demand for conversational AI has exploded over the last year. The automation tools we call digital associates were one of the digital superheroes of the pandemic, as conversational tools picked up the slack in handling volumes of interactions when human associates were not available due to a lack of work-from-home preparedness. Reduction in staff coupled with spike in volumes of interactions in many industries such as ecommerce created a burning platform. For many companies, this rapid and massive disruption resulted in acceleratingdigital
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Digital OneOffice
, Customer
Experience Management1
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TIME FOR THE FOSTER POSTURE AS MARK PUTS HIS OWN STAMP ON IBMSERVICES
April 16, 2021 | Phil Fersht, Sarah Little
When it comes to big stonking change and the new meshing of business and IT disciplines, let's talk to the ultimate wave-spotter: Mark Foster. I met Mark a few decades ago when I was wearing button-downs and he was one of the key Group Chief Executives at Accenture. I've been very curious to catch up and see for myself what enticed Mark out of (what he dubs) "blissful semi-retirement" to lead the 250,000-strong services business at IBM. So let's dive in... PHIL FERSHT, CEO AND CHIEF ANALYST, HFS RESEARCH: It’s great to get some time with you, Mark. You’ve been a well-known figure in strategy consulting for many, many years. I met you during your Accenture days, but not so much recently. I’d love to know a bit more about you, where you came from, and were you always intending on going into the services industry? Was this your goal when you were atuniversity?
MARK FOSTER, SENIOR VICE PRESIDENT, IBM SERVICES: Well, probably not. My background is rather strange, insofar as I have a degree in Ancient Greek, Latin, and Ancient History. So, I spent the best part of all my school and university career studying languages that are now largely dead, and only readable in ancient texts. _(Laughs)_ Very early on, though, I had a sense that there was something happening around technology; it was going to be a really important thing to get involved with. My first job was joining Accenture back in 1983, what was then Arthur Andersen management consulting, where the first thing that happened was to be sent off to St. Charles to learn to code in COBOL. That was really the start of an involvement with technology that’s carried me through for a very long period of time. “I had a grounding in technology, a grounding in what it can do to transform industries and business, and then also a career that evolved away from core technology…” When I came here to IBM, I remembered that I learned to code in RPG III on the AS/400 back in a dim, distant day as well. I had a grounding in technology, a grounding in what it can do to transform industries and business, and then also a career that evolved away fromcore
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Posted in: Cloud Computing, Digital
Transformation
,
Global Business Services0
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ARE YOU CLOUD NATIVE? OF COURSE YOU'RE NOT... SO JOIN US ON 21STAPRIL
April 11, 2021 | Phil Fersht, Tom Reuner
Still grappling with moving your operations into the Cloud? Clickhere
to
grab your spot at the HFS Cloud Native digital roundtable on 21st April 10.00am-1.00pm ET Posted in: Cloud Computing, Digital
OneOffice , IT
Infrastructure
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ONE WORD DEFINES TODAY’S BUSINESS ENVIRONMENT: SPEED April 09, 2021 | Phil Fersht Posted in: Digital OneOffice0
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IT NEEDN'T BE HELL... WITH NIGEL April 03, 2021 | Phil Fersht _Nigel Edwards is Chief Client Officer, HFS. Click for LinkedInand Bio
_
While we can speculate all day long about what businesses can do when they are given the huge amounts of someone else's money to burn, how about those that are employee-owned and make their own investments using the hard-earned money they actually _earned_themselves?
When you look at the growth and success of HFS over the past 11 years to tackle competitors hundreds of times our size, there is one constant throughout the whole experience - the collective array of _people_ who've made it all possible. While you can buy successful brands, IP, methodologies, APIs, and algorithms, the most important asset you can accumulate is your people. One such individual, whom I have known since the days just prior to founding HFS, is Nigel Edwards - an enthusiastic and affable character who's weathered the best of the Indian-heritage service providers namely Cognizant. Wipro and EXL, after earning his business and IT services stripes at Accenture in his earlier career. It was time for "Nige" to take nearly three decades of blood, sweat, BPO and captives and lend it to HFS' long-suffering clients, crying out for a sense of reality and to exploit the current market turbulence. Now there isn't too much to say about Nigel beyond the fact he's a lifelong Foxes fan (Leicester City), has played cricket with David Gower and gets beaten up in a boxing ring by his son almost daily... so let's hear a bit more from HFS' Chief Client Officer, Nigel Edwards: PHIL FERSHT (CEO, HFS): BEFORE WE GET TO ALL THE WORK STUFF, NIGEL, CAN YOU SHARE A LITTLE BIT ABOUT YOURSELF… YOUR BACKGROUND, WHAT GETS YOU UP IN THE MORNING? The honest answer is that it’s a combination of my 6-year-old (the youngest of my 3 boys), the dog, or the sound of the refuse collection folk reminding me that I did not put out the recycling… Seriously though, it’s the opportunity to do something creative. My dad was in the construction industry for many years and he doubled up as a highly accomplished artist, sculptor, and writer. Even at 78 he is still pushing out new ideas each day in his quiet, unassumingbut engaging
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HFS RESEARCH RECEIVES $223 MILLION IN SERIES C FUNDING TO BECOME THE WORLD'S FAVORITE TECH ANALYST FIRM April 01, 2021 | Phil Fersht This injection of money is intended to expand HFS' cutting-edge research coverage across all core geographic locations, plugging the gaps the firm missed in recent years. "Thank God we got the extra cash", exclaimed the firm's President for Research and Business Operations, Saurabh Gupta. "With the recent pandemic, not being able to cover dynamics in emerging countries like Turkmenistan and Laos was holding us back. Now we can really hit Gartner where it hurtsmost...".
HFS is most famous for inventing the industry known as RPA in 2012, before famously killing it off in 2019, only to see its memory kept alive by Gartner and Forrester, which persisted in believing the revenue numbers of firms that were eking out the last of their PR cash. "I am so excited to fully restart the RPA myth now we have enough cash to throw at it," stated the HFS Founder and CEO Phil Fersht in a recent press conference that was barely audible over Webex. "Without RPA, we had to pretend technologies like Cloud were making a comeback, and even our sustainability analyst has been trying to muscle in on the action." Later on, Fersht managed to resume the discussion over Zoom, where he added, "All we had to do was promise Hoden we'd bring RPA back to life and we'd get a sizeable check to invest pretty much anywhere we wanted. I've convinced my head of research the next wave can be found in Turkmenistan and am funding a trip to escort him out there to view it first-hand. Apparently, they scraped the government's mainframe green screen and managed to get a script to reproduce the content in a Windows app. Now they're just waiting for Microsoft to give them a free bot to share it over theircloud network".
Details of the investment plans will be available soon when the firm applies for its long-awaited IPO, where it's rumored to claim it is worth at least $10 billion. There is no reason why HFS will ever be worth anything close to that amount, but at least it gets PE firms excited enough to throw them more money and put out more meaninglesspress releases.
To learn more about HfS Research, please email research@HfSResearch.com.# # #
NOTE TO EDITORS: Trademarks and registered trademarks referenced herein remain the property of their respective owners.MEDIA CONTACT:
Trevor McTrevor
HFS Research
Trev@hfsresearch.com And of course... this was an:Read More »
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Digital OneOffice
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10 THINGS TO THINK ABOUT, IF YOU WANT TO BE A MORE SUCCESSFUL AND GENUINE PERSON IN THIS EMERGING ECONOMY March 23, 2021 | Phil Fersht It’s been quite the year hasn’t it, folks! I don’t know about you, but this has proven to be a voyage of self-discovery for me personally as we build businesses that can thrive in a world where it doesn’t matter where you are anymore, where the rules of the game are being re-written in a way we could never have imagined a year ago. If you’d told me we’d be doing multi-million dollar deals over Zoom and holding the attention of a global industry captive for an entire day online while we shared experiences of vaccine brands, I would seriously try and shake myself out of this bizarre dream. Not to mention the spate of billion-dollar-plus deals being constructed on the back of an envelope… In fact, I may still be having the same bizarre dream while I sleep-write this, and will wake up shortly to check my seat and meal-selection on my next trans-Atlantic flight, so I hope my ten learnings from the past imaginary year of bizarreness are worth aread:
* TAKE CONTROL OF YOUR CAREER. Whomever you are in today’s corporate world, the playing field has been leveled – however, almost everyone you know relies on the same vehicles to get things done. You have more time than you’ve ever had to focus on covering all the bases of your professional and personal lives, so make this time _count_ and prepare for the future with a _new attitude_ of self-assurance and confidence. * BE A GREAT COMMUNICATOR. During his career heyday, my father was a world-famous scientist in protein science and biochemistry. His one (career) piece of advice to me was “always assume stupidity in your audience”. People love to hear you talk about the basics of what we do and build from there. I have never veered from this advice and it always serves me well… and those who engage in my narrative have proven to be anything but stupid! * MAKE A CONCERTED EFFORT TO DEVELOP YOUR RELATIONSHIPS. While nothing beats a great dinner or a few glasses of good wine, beer, or whisky, the people you knew before the _big change_ are still as important as ever, and you need to do what you can to keep them close and keep the camaraderie moving along. Relationships got you where you are, and during these new times, it’s even more important to keep the dialog going. Make time for the people who matter, and develop deeper relationships where you can. Also, focus on more one-to-one dialogs with people than sitting through hours of turgid discussions with too many people… nothing beats the intimacy of a direct conversation where you can see each other and share your _genuine_ thoughts, ideas and feelings. * KEEP LEARNING NEW THINGS. No one has _any excuse_ to keep doing the same old things the same way, and in today’s environment, you really don't want to become a dinosaur… post-covid world is definitely not dinosaur-friendly! If you are in sales, learn to sell over Zoom; if you’re in marketing… learn cool new apps to run promos, get familiar with analytics that help you understand your market, and make publications look awesome; if you’re in finance, put yourself on some data science courses; if you’re in IT learn how to _cloudify_ business functions and understand the context. And if you’re ready to break free of the corporate treadmill, there is no better time to start your own business and reel in some clients. * SHOW YOUR EMOTIONS MORE FREELY. Don’t you prefer to know how people really feel about things? Or if you’re pissing someone off? And doesn’t it feel good to get things off your chest, instead of letting them simmer for a long time until you blow up like a pressure-cooker? We have no choice but to preserve/build digital relationships with people, so be more _expressive_, and people will know you better, and maybe they’ll be more expressive in return. * DEMONSTRATE YOUR TRUE VALUES. We can peek into each others’ homes, hear our kids screaming and dogs barking… so why not peer a bit deeper into what makes us think the way we do? There are just too many issues conflicting our world these days, and it helps to share some of our views and beliefs – when it is appropriate. While it’s wise to avoid politics (unless it’s plainly apparent you’re with like-minded people), it’s healthy to discuss how to manage people better, the culture in which we like to work, how to cope better with stress, how to get a better balance between work life, health and family life. It’s also healthy to discuss how to balance diversity issues in the workplace, ensure equal opportunities for candidates when we are hiring for roles, respect our planet more, and what we can do collectively as an organization to address sustainability issues. Because if we never share our values, we can never learn from each other, and we can never evolve with how we think and act. This also means we need to avoid public shaming of people for behaviors that some people may construe as racist or sexist. That only creates deeper divisions between people and does nothing to promotebetter attitudes.
* MAKE PEACE WITH PEOPLE YOU VALUE. It’s so easy to fall out with people these days when tensions and stress levels are running high… but it’s also just as easy to smooth things over and get relationships in a better place. It’s also easy to reconnect with folks you’d fallen out with years ago and find new areas of common value – bury that hatchet! The modern business culture is so relationship-driven these days, so drop the ego and cultivate relationships with people who matter. * MOVE ON FROM PEOPLE WHO DON’T APPRECIATE YOU. And on the flip side, those people who just use you when they need something… aren’t you just sick and tired of the take, take, take, and never getting anything back? These people are already getting left behind, and you need to move on from them. It’s all about valuing each other, listening to each other, sharing ideas, and mutually helpingeach other out.
* TAKE THE HIGHER GROUND. How many times do you get pulled into petty squabbles, and you suddenly realize “why am I bothering? This really isn’t important to me”. Always take a deep breath and _think_ about your higher goals and consider whether you need to fight every battle and distract yourself from the war you need to win? This isn’t being “political”, it’s simply smart about how youhandle yourself.
* DON’T FORGET THOSE WHO GOT YOU HERE. One of my most important rules is never to forget the helping hands you’ve had during your quest for greatness. People who supported you know what they did and really appreciate it when you _recognize_ them for it_._ I have lost count of all the favors I have done for people over the years, but I do remember when someone mentions they appreciated it – even if it’s years later. However, those who just “take, take, take” get struck off my list pretty fast these days – who has time for the entitled liberty-takers who want whatever they can get when they askfor it?
Peace Out... ;)
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CAN WE GET BACK TO A WORLD WHERE WE ENGAGE WITH EACH OTHER AGAIN? March 21, 2021 | Phil Fersht Posted in: Digital Transformation,
Social Networking
,
Social Media
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'I LOOK FORWARD TO A DAY WHEN A COMPANY LOST BUSINESS BECAUSE OF HOW THEY HANDLE DIVERSITY' March 07, 2021 | Nischala Murthy Kaushik,
Phil Fersht
I SPOKE WITH HFS RESEARCH CEO PHIL FERSHT FOR HIS THOUGHTS ON GENDER DIVERSITY AND BUILDING INCLUSIVE ORGANIZATIONS, WHY WE NEED WOMEN AT THE WORKPLACE, HOW THE INDUSTRY HAS EVOLVED OVER THE PAST DECADE, AND IDEAS FOR THE FUTURE TO MAKE SIGNIFICANT PROGRESS FOR THE CASE AND CAUSE OF #WOMENATWORK. A ONE OF ITS KIND AND EXCLUSIVE INTERVIEW IN WHICH PHIL SHARES UNFILTERED REFLECTIONS AND INTRIGUING INSIGHTS. NISCHALA: SO PHIL, FIRSTLY, THANKS FOR YOUR TIME TO DO THIS INTERVIEW WITH ME. AS YOU KNOW, THE TOPIC OF #WOMENATWORK IS VERY CLOSE TO MYHEART.
I’D LIKE TO START WITH A BASIC QUESTION - WHY DO YOU THINK WE SHOULD HAVE MORE WOMEN IN THE WORKPLACE? PHIL: Thanks for doing this, Nischala. Appreciate all your initiatives around women at the workplace. Coming to your question - Firstly, I think that there’s a shortage of talent in the workplace, particularly creative talent. I work in a knowledge industry, where we need creative people - good writers, thinkers, and communicators. In many cases, women are outstanding in these areas, especially writing and communicating. If women aren’t an active part of the workforce, I do feel that we’re missing out on a lot of talent, which is critical for business growth. I do recognize that many women disappear from the workplace when they have kids or caring for the needs of the family - and they don’t come back. Some women come back, and a minimal number are tremendously successful, but notRead More »
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ONEOFFICE: WHERE DATA IS THE STRATEGY, AUTOMATION THE DISCIPLINE, AITHE REFINEMENT
March 07, 2021 | Phil Fersht While the last year has blown our minds with the sheer amount of _change_ it has invoked on our professional and family lives, what is has achieved - more than anything - are these two factors: * NO MORE FLASHY BULLSHIT. There is no room for solutions that are confusing, designed to make people look special, but ultimately pathetic in real value and execution. * DATA AND PROCESSES ARE INEXTRICABLY LINKED. The focus on value has shifted firmly to the strategic value of data and how designing processes can help you achieve the data outcomes that create thevalue.
BOTTOM-LINE: WE NEED TO UNDERSTAND THAT DATA IS THE STRATEGY AND HOW THE DATA CYCLE WORKS TO GET US AHEAD OF OUR MARKETS. HERE ARE FIVESTEPS WE MUST TAKE:
* GET THE DATA TO WIN IN YOUR MARKET. This is where you must align your data needs to deliver on business strategy. This is where you clarify your vision and purpose. * RE-THINK PROCESSES TO GET THE DATA, Then you must re-think what should be added, eliminated, simplified across your workflows to source this critical data. * DESIGN YOUR NEW OPERATIONAL WORKFLOWS IN THE CLOUD. There is simply no option but to have a plan to design processes in the cloud over three-tier web-architected applications. In the Work-from-Anywhere Economy, our global talent has to come together to create our borderless, _completely digital_ business. This is the true environment for real digital transformation in action. * AUTOMATE PROCESSES AND DATA. Automation is not your strategy. It is the necessary _discipline_ to ensure your processes provide the data - at speed - to achieve your business outcomes. Hence you have to approach all future automation _in the cloud_ if you want your processes to run effectively end-to-end. * APPLY AI TO DATA FLOWS TO ANTICIPATE AT SPEED. Once you have successfully automated processes in the cloud, it is easy to administer AI solutions to deliver at _speed_ in self-improving feedback loops. This is where you apply digital assistants, computer vision, machine learning, and other techniques to refine the efficacy of your data. AI is how we _engage_ with our data to refine ourselves as digital organizations where we only want a single office to operate with agility to do things faster, cheaper, and more streamlined than we ever thought possible. AI helps us predict and _anticipate_ how to beat our competitors and delight our customers, reaching both outside and inside of our organizations to pull the data we need to make critical decisions at speed. Posted in: Digital OneOffice, Analytics,
Big Data and BI
,
Intelligent Automation0
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RPA IS ALIVE...WITH SUPER MARIOS TO THE RESCUE March 02, 2021 | Elena Christopher, Phil
Fersht
We've been pushing our concept of Native Automation hard these past few weeks, where it's imperative for organizations to embed an _attitude_ to automation workflows deep into their operations. So what better to promote this native adoption, than to get it for _free_ from the world's juggernaut desktop software institution, Microsoft? And does this spell trouble for the likes of UiPath and AutomationAnywhere's desire to IPO... now RPA is practically free for all? They now have _little choice_ but to prove their value _beyond_ RPA. RPA IS NOT DEAD, AS PREVIOUSLY STATED. THANKS TO MICROSOFT, IT’SGOING MAINSTREAM.
In line with day one of its annual Ignite events, Microsoft announced that it would immediately offer a free version of its Power Automate Desktop robotic process automation (RPA) application. This is available for complimentary download starting today. Additionally, itwill
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Posted in: Robotic Process Automation,
Intelligent Automation,
Artificial Intelligence1
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WELCOME TO NISCHALA-LAND! February 24, 2021 | Phil Fersht Many of you saw we recently hired the analyst industry's first "storyteller"... and do we have some stories to tell! Nischala Murthy Kaushikhas
joined us to drive a crisp and enticing narrative for our industry during these turbulent times of change, which she will attempt to fit between her yoga and meditation sessions, and her amazing dinners with hubby Saurabh and young ladies Naisha and Tanishka. Nischala will curate the HFS 2025 vision and values to the industry using her substantial social media presence - she was recently named among the Top 20 LinkedIn Voices for India. In addition to working closely with our research team, she is a blogger, thinker, and provocateur in her own right including bylines in Huffington Post and The Economic Times, with a strong focus on inclusion and diversity. So let's find out a bit more about HFS' latest acquisition... PHIL FERSHT: HI NISCHALA - WE ARE EXTREMELY HAPPY YOU HAVE CHOSEN TO FOCUS THE NEXT PHASE OF YOUR CAREER WITH US. BUT TAKING A STEP BACK, CAN YOU TALK ABOUT YOUR EARLY YEARS AND WHY YOU CHOSE A CAREER IN THE IT SERVICES INDUSTRY? WAS THIS THE CAREER YOU ALWAYS WANTED? NISCHALA MURTHY KAUSHIK - Phil – Firstly, Thank you for being instrumental in my career shift. I look forward to working with you and the HFS team for the next phase of my career. Time travel into the past is always a nostalgic experience. As a kid, I aspired to walk down a new career path in line with the seasons – from a genetic researcher to a doctor, to starting my own business venture (my extended family has lots of doctors, entrepreneurs, andsome both!),
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