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Category: Business Process Outsourcing (BPO)
If you can’t move your people, then move your code — Services-as-Software is the new trade route
Protectionism isn't just disrupting your current vendor relationships—it's fundamentally transforming how services will be delivered to your organization. The more governments try to lock down supply chains, labor markets, and data flows, service providers are left with no choice but to accelerate their shift toward Services-as-Software.Read More
AI, tariffs and de-globalization could drive services creation in the US
Suddenly, we find ourselves in a world where moving work around the world carries a lot more risk... and cost. The changing nature of the US workforce supports the possibility of services coming to the US as anxious businesses look to get ahead of global risk and uncertainty. Only a fool would ignore the magnitude of what is happening in our geopolitical landscape. Read More
Are we finally ready to ‘UnBPO’ ourselves?
Firstsource just put BPO on notice. It’s not just talking about transformation—it’s daring the entire industry to burn the old playbook.Read More
Services-as-Software presents a $1.5 Trillion Opportunity for both Software and Services firms
Enter Services-as-Software—an AI-first, automated service layer that’s coming to obliterate everything in its path. No more billable hours. No more clunky SaaS. Services-as-Software is not a death knell for service providers and software vendors. It’s the $1.5 trillion opportunity of our lifetime. Read More
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
2030 HFS Services Technology Vision: The Future is Services-as-Software
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
Cognizant’s $1.3B Belcan Bet: A high-stakes move to disrupt the IT services stalemate with hybrid engineering, IT, OT, and BT capability
Cognizant's bold $1.3B acquisition of Belcan isn't just a headline grabber; it’s a game-changer in an IT services market that's hitting a plateau. Cognizant now becomes a formidable player in the engineering services industry with domain and technical expertise. The firm now needs is to cross the integration milestone seamlessly to build on this considerable momentum.Read More
From People to Tech arbitrage: Can we really survive this Great Services Transition?
We are in the S-Curve evolution from People to Technology Arbitrage, that the Generative Enterprise demands. This is truly the Great Services Transition, where the entire financial construct of services relationships is being reinvented to capitalize on the complex new ecosystem of AI platform players, hyperscalers, data integration products, automation tools, LLM builders, and so on. Enterprises must address their debts in these four areas which have likely collected over the last 30+ years: People debt, Process debt, Data debt and Technical debt.Read More
Thierry was good in Theory but perhaps not as Palliatable as Pallia
After the failed experiment to make Wipro like a Big 4/Accenture-like firm, Wipro is going back to its Indian-centric 80-year heritage to deliver cost-efficiency, but with capabilities to support transformations, Cloud and GenAI. However, the firm has to play catch-up during the toughest time facing Indian-heritage outsourcing, and Pallia needs to weather more challenging quarters, impatient shareholders, and unrealistic expectations. Thierry hasn't left a great legacy to build on...Read More
