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jonerp : buyers'   28

Robotic Process Automation has now penetrated a third of enterprises - by @pfersht
"The overwhelming conclusion is that a large chunk of enterprises are actively implementing it, and 10% even claim to have full scale RPA platforms up and running (let’s not dwell too much on the finer points of defining RPA here – the bigger picture here is the obsessive widespread focus, testing and deployment of automation tools)."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  it  services  robotic  automation  saas  paas 
may 2016 by jonerp
Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative - by @pfersht
"What’s alarming is the failure of enterprises to create and communicate a viable BPO career path for seven-out-of-eight professionals with under two years’ experience. And – while 63% of newbies strongly agree their job is vital to business performance, a depressing one-in-eight are actually excited by their career choice. "
2015  talent  in  bpo  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  captives  shared  services  strategies  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  finance  &  accounting  global  healthcare 
april 2016 by jonerp
It’s time we started Being As-a-Service - by @pfersht
"Our industry is beset by fear, like never before. People are scared – they know their skills and capabilities could quickly become obsolete in a world where the job openings increasingly demand creativity, analytical prowess and an ability to pivot across domains. Suddenly, if you’re not a Digital native who talks about endless disruption and the coming robo-geddon, you’re a dinosaur… The gap between hype and reality has reached ridiculous proportions, and it’s time we stopped thinking about the fantastical future and focus on what we can achieve today."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation 
march 2016 by jonerp
Confusion-as-a-Service: The massive disconnect between vision and reality - by @pfersht
"I have never known a time in the world of business when there is no much hype, confusion and unsettlement. Sadly, we are now living in a world where snippets of soundbites are so intensely shared across the variety media we use (I nearly said “omnichannel”) that our industry is completely dominated by hype, as opposed to reality."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  confusing  information  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  finance  &  accounting  bpo  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage 
march 2016 by jonerp
The jobs aren’t “going away” – they’ve already pretty much gone - by @pfersht
"Rote B2B sales and customer service jobs have already gone away.Forrester’s jaw-dropping prediction is a simple case of analysts predicting things that have already happened to create some headline noise. Most B2B transactional customer service tasks have already been automated, or at least offshored."
business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  digital  transformation  it  services  robotic  automation  change  management  locations  enterprise  irregulars 
february 2016 by jonerp
Why 77% of the C-Suite really want provider-replacement therapy - by @pfersht
"Outsourcing is very much the direction the C-Suite wants to take to do the redesigning. 62% see a genuine need to bring in external specialists to redesign their operations, compared to only 24% of their middle layer. Clearly, leadership realizes their existing team just doesn’t have what it takes to do much more than keep the same old widgets turning."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  hr  strategy  it  services  knowledge  &  robotic  automation 
january 2016 by jonerp
IBM, Infosys, Accenture and Cognizant lead in the industry’s first Design Thinking Blueprint - by @pfersht
"Being successful in the As-a-Service Economy requires ambitious service providers to make fundamental changes to their whole approach to service design and delivery. At the heart of this evolution, is a shift to service solutions being designed with real business context, as opposed to simply “looking at a process”. This involves a genuine focus on approaching and interpreting a client’s challenges, identifying and experimenting with opportunities, and ultimately evolving these approaches into the service delivery."
2015  hfs  buyers  summit  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  global  services  blueprint  results  enterprise  irregulars 
january 2016 by jonerp
10 issues defining the services industry in 2016 - by @pfersht
"We’ve pooled all the big discussion topics from our recent service buyers summit in Harvard and let our analysts loose to demand 10 big things the industry needs to address if we are going to drag ourselves away from legacy land and avoid becoming massage therapists… and venture into the promised land of the As-a-Service Economy"
2015  hfs  buyers  summit  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  cognitive  contact  center  omni-channel  crm  marketing  design  thinking  digital  transformation  global  services  hr  strategy 
january 2016 by jonerp
Why we mustn’t make the same mistakes with RPA that we made with BPO - by @pfersht
"Glaring into a future, where there is no written rule book, no set curriculum to follow, can be a little daunting. So it can’t hurt to take a look at some of the mistakes of our past to create a more long-term, focused strategy to set us in better stead as we embark on this new wave of change and disruption to our cosy little world"
featured  posts  technology  software  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  digital  transformation  enterprise  irregulars  hfsresearch.com  homepage  it 
december 2015 by jonerp
80% of outsourcing relationships fail to deliver collaborative value… so what can we do? - by @pfersht
"Design Thinking in services is based, primarily, on both service buyer and provider coming together to create business outcomes that are mutually beneficial – and motivational – for both parties. However, this must be established as ongoing collaboration across all key relationship stakeholders, and not simply two days of senior management putting sticky notes on each others’ foreheads."
business  featured  posts  2015  hfs  buyers  summit  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cognitive  computing  design  thinking  enterprise  irregulars  hfsresearch.com  homepage  hr  strategy  it  services 
december 2015 by jonerp
Life beyond automation? Consider the H Factor - by @pfersht
"I woke up to an interesting piece by Everest’s Peter Bendor Samuel yesterday, where he describes how IT service providers have developed their delivery staff into, essentially, “human robots”. He goes onto say that, while providers have delivered real value serving up these “human robots” to their clients, their staff no longer wish to work in such a robotic fashion."
business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation  security  and  risk  social  networking  change  management 
november 2015 by jonerp
Outsourcing on life support Part I: Service providers must win back the trust of clients - by @pfersht
"Close to half the leadership we spoke to in our recent As-a-Service study view their service provider’s unwillingness to cannibalize their existing revenue model as a significant obstacle to make the As-a-Service shift, and a similar number (44%) view their provider’s lack of support to share any risk as a key issue"
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  hfsresearch.com  homepage  it  services  robotic  automation  saas  paas 
october 2015 by jonerp
Cannibalize or face extinction (if you want to survive in the As-a-Service Economy) - by @pfersht
"The legacy service providers (and those service providers who may not realize they are – actually – legacy) simply don’t know how to price, solution, assess the risk and pull it all together – they can’t, because they simply aren’t set up that way."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  hfsresearch.com  homepage  hr  strategy  it  services  knowledge  &  robotic  automation  saas 
october 2015 by jonerp
How Robotic Process Automation has become a right dog’s breakfast - by @pfersht
"In a recent survey of 178 enterprise buyers, only 11% of respondents said that they have extensive or even some real-life hands-on experience with RPA to-date. That means that 89% of respondents have not really experienced RPA hands-on but were instead getting their insights on its capabilities via indirect messaging."
absolutely  meaningless  comedy  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  hfsresearch.com  homepage  it  services  advisors  robotic  automation  enterprise  irregulars 
september 2015 by jonerp
Social intelligence and reputation are the keys to survival in this automating world - by @pfersht
"However, I have good news for the paranoid – computers are still really bad at simulating social interaction. What’s more, team work is becoming more critical than ever, as we need to keep adapting to a changing work environment. Your personality and ability to excite, befriend, intellectually stimulate, or just have a laugh with the people around you, is now more critical than ever."
2015  as-a-service  study  buyers'  sourcing  best  practices  design  thinking  hfsresearch.com  homepage  social  networking  change  management  talent  in  the  economy  automation  enterprise  irregulars  hfs  research  phil  fersht 
august 2015 by jonerp
Hello As-a-Service Economy, goodbye Outsourcing, Part 2 - by @pfersht
"What is truly worrysome here, is the speed of change in today’s global environment and what could happen to many of the organization simply paying lip-service, when it comes to hauling their antiquated back offices out of the dark ages. And, heaven-forbid, we are struck by a renewed global downturn, with so many of our enterprises failing to adapt to the modern business environment."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation 
august 2015 by jonerp
Hello As-a-Service Economy, goodbye Outsourcing, Part I - by @pfersht
"But outsourcing hasn’t failed. Only 13% of service buyers in our new Ideals of As-a-Service study believe there is no more value to be found in the current outsourcing model. Outsourcing is the starting point towards driving out bloated labor costs, centralizing the delivery staff within a service provider, and creating some basic common standards across processes. However, it’s not the end-solution for ambitious firms, it’s merely the start of the journey towards this future vision of “As-a-Service”.
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  design  thinking  digital  transformation  global  services  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it 
august 2015 by jonerp
The lack of ethics in enterprise AI and intelligent automation - by @pfersht
"Meanwhile, among the developer community, the discussion on the ethics and ramifications of AI has been as intense as it has been far reaching. Yet in the discussions around the notions of RPA and process automation, the issue of ethics and the impact on the future of work are (still) largely absent."
analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation  change  management  talent  in  the  as-a-service  economy  artificial  intelligence 
july 2015 by jonerp
Forget the sharing economy, we’re in the uncaring economy - by @pfersht
"However, iet’s be honest here – who really cares about these taxi drivers being forced to improve their services, clean their cabs, clean themselves, start using credit card machines and even (on occasion) help you with your bags? The fact is, unless you are a legacy taxi driver, or related to one, you’re most likely delighted they are being forced to get competitive and improve their services."
buyers'  sourcing  best  practices  design  thinking  digital  transformation  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  robotic  process  automation  saas  paas  iaas  and  bpaas  social  networking  change  management  talent  in 
july 2015 by jonerp
Why Design Thinking can save the outsourcing industry - by @pfersht
"We’re trying to forge a new identity for ourselves and re-imagine what our careers, our services and our platforms could be like if we only figured out how we can define, prioritize and realize business outcomes that are valuable, as opposed to merely keeping the same old factory ticking over at the lowest possible cost."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  design  thinking  digital  transformation  global  services  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it 
july 2015 by jonerp
Building your personal brand in the As-a-Service Economy - by @pfersht
"5. Be genuinely collaborative and don’t just pretend to be. Yes, we all know the types, but the more you collaborate, the more people will enjoy working with you and the more you will learn from others. Take the attitude that if you give, you will mostly get back. However, nothing beats having a genuine reputation for being collaborative – it’s such a big plus in the emerging work environment. Noone likes the non-team players and it’s easy to uncover who they are in today’s environment."
analytics  and  big  data  buyers'  sourcing  best  practices  hfsresearch.com  homepage  hr  strategy  social  networking  change  management  talent  in  the  as-a-service  economy  enterprise  irregulars  phil  fersht 
june 2015 by jonerp
The Foundations of the As-a-Service Economy (Part 2): Avoiding getting burned without a burning platform
"However, while it’s one thing to talk about the delights that await ambitious enterprises when they make definitive plans go down this path, it’s another to assess whether they truly recognize the burning platform to take themselves through this period of pain and complexity to get there."
2015  as-a-service  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation 
may 2015 by jonerp
The biggest threat to outsourcing’s future: Unfocused and unambitious Millennials - by @pfersht
"I recently attended a graduation ceremony and was amazed at the number of students engrossed in their phones, occasionally looking up to applaud a graduate.

What’s happening here? Have we created a whole generation of socially-retarded morons preferring to network on Instagram and Snapchat than engage in physical dialog anymore?"
2015  talent  in  bpo  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it  services  advisors  robotic  automation  social  networking 
may 2015 by jonerp
The Four Foundations of the As-a-Service Economy, Part I: Getting your Outsourcing and Talent mix right - by @pfersht
"I truly believe the oncoming wave of As-a-Service is going to be driven by the inability of enterprises to reorient their existing talent to move beyond the traditional transactional outsourcing model."
analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  finance  &  accounting  bpo  global  services  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  it  knowledge 
may 2015 by jonerp
Work smarter, not cheaper: Automation skills have rapidly arrived at the top of the talent agenda - by @pfersht
"We’re shortly going to release the results of our new study delving into BPO talent, which probes into whether there is a genuine career path to follow for BPO and operations professionals, or whether we’re terminally stuck in the “accidental career” we never intended to venture into. In anycase, I wanted to share one set of data points that show which skills have been increasing in significance."
2015  talent  in  bpo  study  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  hfsresearch.com  homepage  hr  strategy  it  services  robotic  automation  change  management  the  as-a-service  economy  enterprise  irregulars 
march 2015 by jonerp
The 2015 Progressive F&A BPO Blueprint - by @pfersht
"Almost two years to the day since we launched our first Blueprint Report, we finally circle back to the core horizontal services function at the core of BPO and shared services: finance and accounting. For our 20th Blueprint, authored by analysts Phil Fersht and Hema Santosh, we deliberately focused on the proven “progressive” skills, investments, domain acumen and as-a-service potential of the leading providers in finance and accounting service delivery."
analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  finance  &  accounting  bpo  global  services  hfs  blueprint  results  hfsresearch.com  homepage  knowledge  advisors  robotic  automation  saas  paas 
march 2015 by jonerp
Skill not Scale, Part II: Europe poses the biggest opportunity as As-a-Service models emerge - by @pfersht
"Next on the horizon is the need to mine and interpret our data better – and we need to automate processes more effectively in order to get better data from them and apply them to our business needs. This is where we need to upskill – in process redesign, in managing and enabling analytics tools, in driving advancements in automation and cognitive platforms more effectively."
services  analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  global  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it  knowledge  & 
january 2015 by jonerp
Cost is the New Black: The Overbearing Paradoxical C-Suite Imperative for 2015 - by @pfersht
"Enterprise leaders can’t keep dipping into their operations functions to find more staff to shift into cheaper locations, or simply remove them – they are having to explore the emergence of As-a-Service solutionsas that next lever to pull. The shift from labor to digital is happening, and this insatiable thirst to operate businesses as cost-effectively and flexibly as possible is the overwhelming driver behind this change."
analytics  and  big  data  business  process  outsourcing  (bpo)  buyers'  sourcing  best  practices  cloud  computing  digital  transformation  global  services  healthcare  hfs  surveys:  all  our  survey  posts  hfsresearch.com  homepage  hr  strategy  it 
january 2015 by jonerp

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