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Take advantage of providers’ end-to-end security offerings to focus on IoT...
The Internet of Things (IoT) is ballooning—predicted to generate up to $11 trillion per year by 2025 As the IoT expands, so does the threat of cyber-attacks, detailed in recent HFS coverage. Baseline...
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You must integrate Automation to achieve Genuine Scale: How arago HIRO’s...
Enterprises are facing an unprecedented threat (and opportunity) from disruptive digital business models, ever-increasing customer expectations and an unprecedented data explosion. To this end, a...
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Go big or … specialize. Chris Caldwell chats on contact center convergence
Contact centers are alive and well, but they have changed immensely over the last few years and are still evolving. The next generation of contact center firms doesn’t reflect the legacy world of...
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You must integrate Automation to achieve Genuine Scale: How arago HIRO’s...
Enterprises are facing an unprecedented threat (and opportunity) from disruptive digital business models, ever-increasing customer expectations and an unprecedented data explosion. To this end, a...
View ArticleTMS AND BPO CONTRACT ANALYSIS Q1 2019
Plunging outsourcing contract numbers overall: In Q1 2019, the number of contracts decreased by 33% YoY and 14% compared to Q4 2018. The total contract value (TCV) and annual contract value (ACV) in...
View ArticleHFS Top 10 Source-to-Pay (S2P) Service Providers
HFS envisions procurement as the ‘ecosystem builder’ for the enterprise, not just a cost-focused, back-office function. As the role of procurement radically transforms, the client expectations from...
View ArticleITMS AND BPO CONTRACT ANALYSIS Q1 2019
Plunging outsourcing contract numbers overall: In Q1 2019, the number of contracts decreased by 33% YoY and 14% compared to Q4 2018. The total contract value (TCV) and annual contract value (ACV) in...
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Put Culture and Talent at the Heart of Your CX Partnering Strategy
Competing priorities, culture, and talent are the biggest inhibitors to achieving customer-centricity among the Global 2000 (see Exhibit 1). Your partner strategy must include selecting a provider...
View ArticleCare providers must blend digital and data with user-centric design as the...
As life expectancy grows, so does the demand for social care. Digital, data, and device innovations have the potential to cut overhead costs while simultaneously improving the quality of both care...
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MANUFACTURERS NEED INTEGRATED AUTOMATION SYSTEMS TO ENABLE MASS PERSONALIZATION
Zara recently announced that it would soon allow customers to embroider their names onto denim clothing; it will launch this service in three Zara stores in Amsterdam, Barcelona, and Milan (read this...
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Service providers shouldn’t put all their eggs in the BFS basket
The banking and financial services (BFS) market is big. The Banker’s Top 1000 World Banks Ranking for 2018 reports that total assets reached $124 trillion; the BFS industry’s extensive use of IT...
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Manufacturers must push their providers to focus more on sustainability
Manufacturing is undergoing a sustainable revolution. However, while HFS’ Manufacturing Services Top 10 2019 found that providers have mastered arts like supply chain management or sales and marketing...
View ArticleWhy an integrated automation approach to RPA and APIs is critical to achieve...
There’s a series of difficult decisions that business units and IT departments must make to determine the best course of action in the short, medium, and long term. Application Programming Interface...
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Slay your legacy dragons and cultural silos to create the Finance OneOffice...
Musings from the HFS F&A Leadership Roundtable In June 2019 we held an HFS executive roundtable, supported by WNS. London’s Chartered Accountants Hall served as a “safe space” where finance...
View ArticleHFS Top 10 Digital Front Office: CX Design, Sales, and Marketing
As we move toward the hyper-connected economy, companies are recognizing the need to break down internal silos to align with customer-centricity and bolster business performance. Customer-centricity...
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Disruption picks up pace in financial services—drive innovation or risk...
Challenger banks (like Monzo) and encroachments from powerful brands (like Orange) and ambitious Chinese players (like Alipay) present competitive challenges to financial services providers. Easier...
View ArticleEnterprise leaders must find providers actively investing in innovation...
We seem to talk about innovation endlessly—it’s what we need to keep our customers or woo them from our rivals, and it’s our route to a low-cost nirvana or new revenue streams. But at its core, many...
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BPO Service Providers: you’re facing Hobson’s Choice. Embrace Automation, or...
A Hobson's choice (see definition) is where only one thing is offered: the two options are taking it or taking nothing. After more than two decades of development, the cost and scalability elements...
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A time to kill, or a time to be killed? Five critical steps for LTI and...
It was the first-ever hostile takeover in the Indian IT industry: LTI and Mindtree coming together in L&T umbrella—what’s next? With the IT services industry at its saturation point, several...
View ArticleHow LTI’s acquisition of startup Lymbyc gets into it into ‘AutoML’ territory
LTI’s newly acquired virtual analyst “Leni” could power your analytics adoption Service provider LTI has announced its acquisition of Lymbyc, an artificial intelligence (AI) product firm based in...
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