CEO and Chief Analyst
Phil Fersht is widely recognized as the world's leading analyst focused on reinventing business operations to exploit AI innovations and the globalization of talent. He recently coined the term "Services-as-Software" to describe the future of professional services, where people-based work is blurring with technology.
Fersht identifies change agents enabling organizations to access critical data and exploit the huge global talent base. He trademarked the term “Generative Enterprise” in 2023, articulating the pursuit of AI technologies based on Language Models to reap huge business benefits for organizations seeing to continuously generating new ideas, redefine how work gets done, and disrupt business models steeped in decades of antiquated processes and technology.
His reputation drove him to establish HFS Research in 2010, which today is one of the leading industry analyst and advisory firms and the undisputed leader in business and tech services and process technologies research.
In 2012, he authored the first analyst report on Robotic Process Automation (RPA), introducing this topic to the industry. He is widely recognized as the pioneering analyst voice that created and inspired today's RPA and process AI industry.
Fersht coined the term "OneOffice" in 2016, which describes HFS' vision for future business operations amidst the impact of cloud, automation, AI, and disruptive digital business models. OneOffice is the foundation of the hybrid (virtual-physical) workforce, where automation and AI tools augment the employee’s digital capabilities, and the workplace becomes a plug-and-play, work-from-anywhere scenario. Silos between front and back-office are collapsed into one single office, where employees are empowered and motivated by common outcomes and values.
Prior to founding HFS in 2010, Phil has held various analyst roles for Gartner (AMR) and IDC and was BPO Marketplace leader for Deloitte Consulting across the United States. Over the past 20 years, Fersht has lived and worked in Europe, North America, and Asia, where he has advised on hundreds of operations strategies, outsourcing, and global business services engagements.
He is also the author of the most widely read and acclaimed blog in the global services industry, “Horses for Sources,” which is now entering its 19th year. He regularly speaks at major industry events such as NASSCOM, ABSL, and HFS Research Summits. He has been named Analyst of the Year three times by the Institute of Industry Analyst Relations.
April 4, 2016 This study provides HfS latest market size and forecast of the global F&A BPO Services market.
April 1, 2016 This update gives an overview of the IT and business services market performance through Q1 2016.
March 29, 2016 In a recent webinar, Phil Fersht, CEO, HfS Research, had a spirited exchange with leaders about what the C-Suite is looking for from their BPO relationships.
March 28, 2016 The HfS team looks at the opportunities and challenges arising from NTT DATA's acquisition of Dell Services.
February 19, 2016 There are many forces driving the current change in IT and IT services. We see a shift from the "Can't Do" world to the "Can Do" As-A-Service ideal.
February 18, 2016 HfS looks at the limitations of a "zero-sum" commercial and governance mentality for BPO and calls for Business Process Partnering instead.
February 15, 2016 HfS had an extensive presence at NASSCOM's ILF 2016 Summit in Mumbai. We see an increasingly unsettled industry as it transitions to As-a-Service.
February 2, 2016 Xerox's announcement that it was dividing into two brings the HfS team together to think about what that means for the future of BPO and for Xerox as we knew
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