HFS Horizons: Automation Service Providers, 2022

Initial automation attempts have allowed business operations to run somewhat faster, cheaper, & even a bit better, but have they really transformed the operations landscape? The value proposition for automation services has matured well beyond cost reduction and productivity gains.

HFS describes the value across three horizons:

Horizon 1: Driving business outcomes, cost reduction, and productivity improvements

Horizon 2: Horizon 1 + improving customer experience (CX) and employee experience (EX)

Horizon 3: Horizon 2 + unearthing new sources of value to drive growth & manage risks

This inaugural HFS Horizons report for automation services examines the capabilities of 18 service providers and management consultancies and paints the supplier landscape across the three HFS Horizons.

We assessed the service providers across a defined series of criteria: The Why: Value proposition The What: Execution and innovation capabilities The How: Go-to-market strategy So What: Market and client impact

This report also includes detailed profiles of each service provider, outlining their placement, provider facts, and detailed strengths and opportunities.

HFS Horizons: Automation Service Providers, 2022

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