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Category: Business Process Outsourcing (BPO)
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
India’s bloated IT services firms must learn from their startups to avoid GenAI meltdown
Having just spent a lovely week in India leading an HFS special event in Mumbai, followed by speaking at the Nasscom Technology Leadership Forum, I was overwhelmed with concern that so many leaders in India's services industry really have no concept of what is going to hit them. Indian support services could lose a million positions over the next couple of years as LLMs rapidly change how routine IT testing and coding work are delivered.Read More
HFS is intrepid… apparently
Leading marketing strategy firm Antics has positioned HFS Research as "Intrepid" in a recent analysis of the leading tech analyst firms. Read More
The Truth might just help you win…
In 2024, I will push my team even harder to be brave and speak the truth in this world of bullish*t marketing, relentless hype, blatant lies, and swirl of nonsense. We have more than doubled HFS since 2019, so there is one lesson to take away from this: Truth sells!Read More
Not even God can save DXC!
DXC Technology's latest play is to bring Raul Fernandez off the bench as the new interim chief and move on from a difficult four years under Mike Salvino, who's passing the torch. But when you look at the challenges facing this firm, you might just come to the conclusion that not even God can turn this one around.Let's not kid ourselves; this isn't your usual passing of the baton – it's more like handing off a ticking time bomb. The company's market value is literally running on fumes and barely a third of its revenue numbers. And that's not just a hiccup – it's a full-blown identity crisis.Read More
Services firms are out of runway. They must forget Labor Arbitrage and conform to Technology Arbitrage
The fundamental value creation lever in the legacy Labor Arbitrage era has been the centralization of people in a global delivery model. The fundamental value lever in the Technology Arbitrage era is all about architecting and orchestrating the rapidly changing technology ecosystem in line with the client’s business model. It’s past time for the IT and BPO Services industry to jump to a new S-curve driven by Technology Arbitrage if they wish to get back to another season of hockey stick growth.Read More
Service providers are investing ahead of the curve in GenAI, but are enterprises truly ready to partner with them?
Which of today's leading service providers have the real chops to provide GenAI value at scale? Who's actively backing up their big rhetoric with real know-how and capability? Well... after an exhausting process of researching the 35 market leaders, their customers and partners, we can provide the industry's first real view of how the GenAI services landscape is shaking out.Read More
Accenture, Capgemini, Genpact, IBM, Infosys, TCS—the F&A entourage leading the way to Horizon 3 outcomes
HFS conducted an exhaustive research exercise into 15 of the key service providers in the latest Horizons report on F&A Service Providers, 2023, by diving deep into the capabilities of each and how they have contributed to the changing F&A landscape over the last year. Read More
Employers can save $350 Billion a year if they shift to a self-insured healthcare model
Self-insured employers have a generational opportunity to course-correct on the health and care needs of their employees in an apolitical, sustainable, and materially cost-effective mannerRead More
The hegemony-obsessed platform economy is scouting for credible provider partners
The last decade-plus has seen the ascendancy of platform businesses like Uber, Netflix, Amazon, Facebook, Google, and Spotify and today, six of the top 10 global businesses by market capitalization are platform businesses. The Services for the Platform Economy, 2023 Horizons report covers seven notable providers helping their platform clients efficiently run operations, expand business, and realize value.Read More
