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It may be for life, but will there be innovation, as TCS inks the mother of...
For better or for worse, for richer, for poorer, until many missed SLAs do us part. Imagine committing to someone for 15 years? Most marriages are long-divorced by that stage, companies rise and...
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Sal’s six stages of sourcing: BPO’s Generations
“We did our BPO deal in 2005 and now we’re reaching our 7 year-itch”, confided a client governance executive last week. “Essentially, it’s operational – it works – but we’re now trying to focus on the...
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Why Oracle’s acquisition of Taleo shifts the innovation onus onto the service...
Thank God services providers don’t like buying each other very much. There are scores of IT services and Business Services providers today competing for every help desk, invoice processing, app dev,...
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Flashback kicks the myth of Apple invincibility squarely in the jewels
One of the critical areas we believe is too-frequently neglected in today’s business operations planning is security and risk. With the amount of data flitting between hundreds of global locations...
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SAP ruptures the procurement universe by scooping up Ariba
Are we in the Cloud yet? With all the quick-thinking and finesse of an Italian analyst in a Hollywood Hills salami shop, here’s HfS Research’s Tony Filippone imparting the scoop on why SAP just bought...
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Frankly, Malcolm Frank… Part 1
The client problem, today, is fundamentally different. The clients are not saying, “I know this process and I know the organization, I know the technology, help me do it better faster cheaper”. They’re...
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Frankly, Malcolm Frank… Part 2
When vendors, particularly hardware and software vendors, were running around and talking about ‘Cloud this and Cloud that’, and ‘Big Data this and Big Data that’, we felt they were missing the point,...
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Accenture procures procurement’s prize property: Procurian
On a Sourcing Mission – Accenture’s Mike Salvino adds Procurian to his previous Ariba services acquisition You know when a market’s hotting up when the leading specialists start getting plucked by the...
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Time to inoculate your firm against early-onset Zombieism… by coming to the...
When Zombieism takes its grip on enterprise operations, many fail to realize… until it’s too late. In fact, many of you reading this may already be exhibiting signs of early-0nset Zombieism and...
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HR in the Cloud: It won’t kill HRO, but it may kill what’s left of...
How much longer will we be staring into the HR abyss? My attention was momentarily side-tracked by an interesting blog penned by HR blogger-cum-consultant Andy Spence bearing the dramatic title ”Will...
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East meets West in a cloudy love-match
Big mega-mergers in IT services are fast-becoming a thing of the past. Noone wants to blow billions on services firms when you’re bound to have a horrible clash of cultures, management teams, legacy...
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BPO will continue to fail miserably… without a mindset to embrace change,...
Our new “Technology in BPO” study reveals that this industry is on the brink of a significant, radical overhaul to its very core value proposition. Quite simply, when we look at the current...
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Automation killed the gamification star
“Rewritten by machine and new technology, and now I understand the problems you can see” Source: “Video Killed the Radio Star” by the Buggles, 1979 Yes, even back in ’79, when a portly Christian Bale...
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Ready for the ultimate robotic process automation debate?
At long last… this April we have everything you’ve ever wanted to know about Robotic Process Automation and never dared to ask, in a sponsor-free, puff-free hour of open, undiluted interactive...
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The Progressive BPO Train has left the Station – is IBM on it?
Since the divestment of its voice business to Concentrix, IBM’s medium-term strategy with its BPO business lines has been squarely under the microscope. From our standpoint at HfS, it’s abundantly...
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Is BPO on the brink of a technology revolution?
If you get a fleeting moment to wrench yourself away from your twitter feed, formatting that PowerPoint deck that’s on its 18th cycle, or that excruciating conference call you are seriously not...
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The Indian majors double their market share in just four years – what’s the...
If I had a rupee for everytime someone had told me that Indian based providers are… a) Running out of steam; b) Just offering staff augmentation at lower prices; c) Suffering from such bad wage...
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Accenture de-emphasizes the term “outsourcing” – is this the final death...
A momentous event quietly occurred on Friday which could well have significant ramifications for the business practice that calls itself “outsourcing”. Accenture dropped the term from its strategy...
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Cogny cogitates on a new industrial revolution
Patrick Cogny is Genpact’s Global Business Leader for Manufacturing (Click for Bio) I think it was back in 2006 sometime that I was working with a major global enterprise which was deliberating a wild...
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BPO: Pronounced dead, but still very much alive
If I had a Bitcoin every time someone claimed that BPO is “dead” / “hitting the bottom” / “merely staff augmentation that’s going away soon”, I could commission a whole team of robots to write this...
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