HFS PODCASTS

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research & Advisory Services at HFS Research is in conversation with Andie Henrich, Distribution Sector BPO Leader, and Neeraj Manik, Vice President and Senior Partner at IBM about how can enterprises balance the macroeconomic “slowdown” with the “big hurry” to innovate.

Saurabh, Andie, and Neerja cover a range of topics, including:

Join HFS, KPMG, and Independent Health, to learn how healthcare organizations are adopting SaaS platforms to deliver the triple aim of healthcare. In this HFS Unfiltered Stories, we’ll look at how the role of software is impacting the goals of reducing costs, improving health outcomes, and bettering the patient’s experience.

In this edition, we have:

Two things to know about the company featured in our latest Unfiltered Stories:

In this HFS videocast, Executive Research Leader David Cushman gets to deep dive with Foundever’s VP Business Development, and Project Leader for Metaverse & Web3, Clement Grandin.

Foundever features in the inaugural HFS Research Metaverse Services Horizons study, published in March 2023. Foundever is breaking out beyond its call-center-foundations to make innovative leaps forward in improving customer experience in the metaverse.

This videocast covers how Foundever is working with foundational metaverse businesses, how it won contracts in a new paradigm in which case studies were initially hard to come by, and what Foundever has learned from engaging in the metaverse. Finally, we cover how Foundever is applying those learnings to developing its people, products, and services. And we end with some advice for any leader tasked with taking their first steps in the metaverse.

Read our Foundever’s Metaverse Services Horizons Report here: https://www.hfsresearch.com/research/foundever-metaverse-services-capabilities-2023/

On this HFS Videocast, two of the authors Joel Martin, Executive Research Leader, and Kumar Nikhil Bhaskar, Senior Analyst at HFS talk about the HFS Horizons Report​ - Choosing the best provider for data modernization services, 2023 which was released recently.

This report for data modernization services examines the capabilities of 23 service providers and management consultants to capture a supplier landscape in the context of our three HFS Horizons. It also includes profiles of each service provider, outlining their placement, differentiating factors, and strengths and opportunities.

You can read this HFS Horizons Report at https://www.hfsresearch.com/research/choosing-the-best-provider-for-data-modernization-services-2023/

Moderator:

Joel Martin, Executive Research Leader, HFS

Panelists:

Moderator:

Tom Reuner, Executive Research Leader, HFS

Panelists:

Session Description:

HFS has outlined the vision, but how do we operationalize the autonomous enterprise? Many organizations still struggle to scale their low-level automation projects. Is it realistic to expect machines will make decisions without human interaction? How should we adapt the innovation agenda to finally get data and workflows out of silos?

We’ll hear from leaders driving the innovation agenda discuss and debate these questions:

Moderator:

Phil Fersht, CEO and Chief Analyst, HFS

Panelists:

Session Description:

Ambitious global business services organizations (GBSOs) are becoming transformation hubs, aligning themselves to the principles of the autonomous enterprise. These GBS organizations drive talent, technology infrastructure, automation, and AI to provide rapid data access, support leadership decisions, and minimize manual interventions that impede progress and speed.

The goal of an autonomous enterprise is to enable humans to remove ourselves from some parts of the system so that we can continuously improve the whole ecosystem—and GBS can provide governance capability over key decision touchpoints for organizational leadership.

Rather than sticking to the traditional “finance factory” setup, where GBS and shared services tend to get stuck in the back office, GBS leaders must link the front and back offices, ensuring processes run smoothly across functions to deliver the data and outcomes the business needs. Leaders need to understand the data they require for success and assemble and govern the systems to deliver it.

So, how are current GBSOs moving toward autonomous enterprise? Leaders from inside and outside GBSOs will discuss and debate these questions:

Moderator:

David Cushman, Executive Research Leader, HFS

Panelists:

Session Description:

The climate and global sustainability emergency is already horrifying, and it’s about to get far worse. It’s hard to know what to say anymore. But to cling to optimism, any individual, team, or organization can take concrete actions right now. Businesses and their leaders can address sustainability at the speed and systems level we need. Politics and the public cannot.

Context and clarity are the immediate ports of call from which these problems are solved. The global sustainability context can be broken down and aligned across ecosystems and throughout organizations. The focus must be channeled toward the greatest spheres of influence.

Standing in the way of these actions are deep-rooted organizational problems, which we will aim to address:

Mihir Shukla, CEO and Co-Founder at Automation Anywhere talks with Phil Fersht, CEO and Chief Analyst of HFS Research, at the HFS Horizons Summit-NYC on May 17, 2023.

Moderator:

Melissa O’Brien, Executive Research Leader, HFS

Session Description:

We have learned that “X takes all” when it comes to competitive differentiation, where experiences define a company’s brand. It’s not just about customer experiences; it’s also about employees and partners in an ecosystem approach that drives new sources of value and reacts quickly to disruptions.

In a world of constant curveballs, the more autonomous a business is, the more effectively it can respond to changes, make better business decisions, and ultimately gain a competitive advantage through better experiences. Getting humans out of loops that don’t need humans anymore can speed decision-making and drive purpose in real human interactions.

We’ll hear from leaders on the front line of driving improved EX+CX+PX to address these questions: