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Category: GenAI
You must fight your FOBO… your Fear Of Becoming Obsolete!
You can blame your company's culture or your management's cynical approach to cost-cutting as being the key reason behind failed AI experiments, but ultimately, you need to train yourself to be an AI warrior, unafraid of the battles ahead, to stay relevant, creative, collaborative, and completely irreplaceable. You must fight your Fear Of Becoming Obsolete! Read More
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
2025 is the breakthrough year for Generative Enterprise — and partnering with a capable services partner is critical
Prepare for a breakthrough year in the Generative Enterprise—powered by the potential of agentic AI to deliver end-to-end, self-improving, cross-silo processes to achieve business outcomes, the promise of deregulation, and greater access to infrastructure of the Stargate program, and a new wave of LLM innovation exemplified by China’s DeepSeek. Our Generative Enterprise Services Horizons report 2025 identified several trends: how service providers are meeting enterprise needs, effectively training people, what enterprises need more of from their service partners, and what customers and partners have to say about their service experiences.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
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
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
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
