The Race To Roll-up Salesforce Services Capabilities in Europe
The march to global scale and geo specific resources in the delivery of services around the Salesforce Customer Success Platform has picked up further pace here at the start of 2016. With the...
View ArticleHCL Offers a Way Forward for Asset-Heavy Incumbents with a Cloud Quandary
Earlier this year HCL announced a large IT outsourcing agreement with Swedish automotive giant Volvo with a strong emphasis on Cloud transformation. While the deal can be seen as just another IT...
View ArticleWipro Bets Big to Grow on the Back of Digital Obsession
Given the slowdown in the traditional market and double digital growth for digital activities, it is no wonder most leading service providers have jumped at the Digital Revolution. Big plays are...
View ArticleWill EXL Be Your “Plus 1” for Industry Expertise, Analytics, and BPaaS?
When you’re single, invitations often allow for a “plus one”—so that you can bring along a friend or family member to the event. At the recent EXL Industry Analyst, Advisor and Client event, EXL shared...
View ArticleMake Your SaaS Partnerships More Strategic or Get Dropped
As SaaS adoption grows among buyer organizations of all sizes, industries and geographies, service providers are investing in building and strengthening their practices to meet the growing demand....
View ArticleThe Desire to Move to HR Cloud Platforms Is Recreating HRO
HfS recently published its HR Operations in the As-a-Service Economy Blueprint. This Blueprint lifts the lid on the true state of the multi-process HR outsourcing (MPHRO) market and identifies at what...
View ArticleStrategic Analysis of Outsourcing Deals Announced in April 2016
This is the April 2016 edition of our outsourcing deals analysis. In April of 2016, we came across the details of 44 large deals in the public domain. This PoV analyzes those deals for the key...
View ArticleICYMI: In-Store Retail Experiences Are Back in Fashion
In a consumer world where customer experience is the biggest differentiator for products and services, the retail industry can’t wait to experiment. It is apparent that people, particularly younger...
View ArticleHfS Webinar: Intelligent Automation Starter Kit
An Exclusive Webinar from HfS ResearchThe Intelligent Automation Starter Kit Join us on June 15 at 9:00 AM ET! HfS Research has been researching and writing on the development of Intelligent...
View ArticleHfS Webinar - June 16
An Exclusive Webinar from HfS Research and IBMDigital Reinvention for the Cognitive Era Join us on June 16 at 11:00 AM ET! Design Thinking and Intelligent Automation are critical building blocks of...
View ArticleEGS Joins Alorica “Insanity"—But Does it Help Fulfill Omnichannel Vision?
Alorica’s mandate to provide “insanely great customer service” is a spot-on mantra, if a little cheesy. The question is whether the service provider can pivot to adequately provide insanely great...
View ArticleHfS Webinar June 23
An Exclusive Webinar from HfS Research and OneSource VirtualIs Finance Finally Ready to Write Off Legacy and Move To BPaaS? Join us on June 23 at 11:00 AM ET! Over the next few years, F&A...
View ArticleLearning from Our Current Digital Failures to Make a Fresh Start
As an overarching concept, digital is the evolution of businesses and their use of all aspects of technology, because, optimally, everything going forward in our lives is increasingly interoperable,...
View ArticleKellyOCG: A Contrast in Forward Thinking Versus Legacy Operations
KellyOCG is on a mission to help companies manage a critical asset for any company—the talent. From what we learned at the recent KellyOCG Industry Analyst and Advisor Day, we believe the company has...
View ArticleA Tale of Two Models For RPA Deployment
Much of the recent market coverage on RPA has been on the technology and its potential to impact service delivery and the outsourcing market. There has been less coverage on what it takes to be...
View ArticleMarket Index Q2 2016 - Update
This update to the HfS Market Index gives an overview of the IT and business services market performance through Q2 2016. It provides: An update of the HfS top-line market forecastA revenue performance...
View ArticleTrends in Procurement Outsourcing Contracts
Procurement BPO has changed substantially over the last decade. Growing maturity of procurement technology and commodification of significant parts of the procurement value chain altered the value...
View ArticleTime to Predictive Value in HCM Solutions
This PoV proposes a new industry metric, albeit somewhat more conceptually than in a quantitative manner at this stage. The suggested metric is a guidepost that could help organizations more...
View ArticleTransforming Customer Support Into a Profit Center with CSS Corp
Customer support, traditionally operating within reactive call centers and typically the focus of cost cutting initiatives, can be the center of revenue generating activity. Creating and managing...
View ArticleJourney to Intelligent Operations in Retail
Staying competitive in today’s intense retail environment is no easy feat. At the heart of the issue is a clear call to arms to understand and satisfy today’s savvy shopper. Retail’s biggest challenge...
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