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Category: Automation
From Physical to Digital Labor: Will Salesforce’s AgentForce 2.0 replace traditional jobs and outsourcing?
Salesforce’s AgentForce 2.0 signals a new era of digital labor, redefining how enterprises manage productivity, outsourcing, and internal workforce models. By integrating AI-driven Digital Workforce Equivalents (DWEs) into its platform, Salesforce positions itself as a cornerstone of the agentic AI revolution, challenging traditional IT and outsourcing paradigms. We believe this release signals a clear path toward the services industry’s shift toward Services-as-Software.Read More
People aren’t stupid. Pretending your bots are human will make you fail
Humanizing bots while dehumanizing humans risks creating a soulless enterprise in which efficiency wins, but humanity loses. The meteoric rise of Agentic AI is fundamentally reshaping workplace dynamics as systems evolve from basic automation tools into autonomous digital workers that can execute complex tasks, make decisions, and even mimic human collaboration patterns. In short, after all the noise about bots replacing workers in the workplace over the past decade-plus, we now have technology that is still being positioned by many tech vendors to do just that. This evolution poses a double-edged challenge for enterprise leaders. While Agentic AI promises to unlock massive productivity gains and operational efficiencies, it also threatens to erode the human elements that drive innovation and organizational resilience. Meanwhile, employees face growing pressures to compete with tireless digital counterparts and productivity-obsessed work environments, further straining workplace culture. Read More
Happy one-year birthday, Microsoft Copilot. Now, can you be more than a quick AI win for the lazy CIO?
It’s been exactly two years since ChatGPT 3.0 hit the streets and dramatically changed the AI conversation. One of the key beneficiaries has been Microsoft Copilot, which, in barely one year, has generated a remarkable $1 billion in revenues and created a vehicle for CIOs to claim early “AI victory” to their corporate leaders hungry to exploit the delights of this AI revolution. So, with Microsoft positioning Copilot as the new "UI for AI," what do CIOs and their C-Suite counterparts need to do to achieve more value than a glossy AI veneer?Read More
Welcome to the era of Services-as-Software… where the lines between services and software are blurring
Two very different worlds, one based on humans and the other on technology, are becoming one blended, scalable solution we are calling Services-as-Software. In short, the line between services and software is blurring and eventually vanishing, and this progression has become more crucial than ever.Read More
Enterprise Blockchain is Not Dead
Blockchain isn’t dead. The technology has evolved, grown tougher, and found its niche in critical industries. This is more than just a simple opinion – as our HFS Pulse data reveals, the vast majority of enterprises still using blockchain today plan to increase their spending in the next two years – they wouldn’t do that without experiencing real value. In addition, the intersection of AI and blockchain holds incredible potential, particularly in addressing one of society’s biggest challenges: trustRead More
2030 HFS Services Technology Vision: The Future of Services is No Services
By 2030, we will be engaging with services primarily through technology, minimizing human intervention and maximizing efficiency. In fact, services will barely even be services anymoreRead More
Global Capability Centers (GCCs)… The direction Indian IT must take to pivot from cost to value
While tech and BPO service providers have grappled with flagging enterprise demand and other market pressures, GCCs have thrived, with HFS estimating 2000 expected to be in full operation in 2025. So, are these GCCs genuinely the new face of Indian IT? And can they sustain their success and lead the Indian charge in global technology services?Read More
The great GenAI paradox: It can make you dumber
The reality of GenAI integration into the workplace reveals a paradox: while the initial productivity gains are evident, they often come with hidden costs that can offset the benefits by creating new challenges. The highest cost that must be addressed is when people become over-reliant on GenAI to develop solutions and suffer a decline in their learning capabilities.Read More
GenAI or Die
We've finally reached the point in our careers when we need to learn new and more ingenious ways of doing things. No more papering over the cracks, no more passing the problems onto someone else to fix. YOU are the problem that now needs fixing. Generative AI is your secret weapon. It tears down barriers, fuels innovation, and keeps you ahead of the curve. Adapt or perish – the choice is yours.Read More
Ten reasons why GPT-4o will pour fuel onto the GenAI smoldering platform
Having multimodal capability that brings speech, text, video, and content together into one singular neural network that we can communicate with in real-time and immerse into our day-to-day activities is the game changer we have been unwittingly waiting for...Read More
