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.
October 25, 2012 This paper examines Blue Prism’s robotic automation technology (the first entrant we’ve identified in what we expect will eventually become a crowded vendor
October 23, 2012 When employing foreign personnel, buyers and service providers need to ensure that foreign personnel who work on-site at buyer locations in the U.S. have the
October 22, 2012 Phil Fersht, CEO and founder of HfS Research and author of the services industry's most popular blog Horses for Sources, discusses the dynamic and shifting
October 22, 2012 What lies behind locations decisions today? Where in the USA should you consider locating services? What methodology should you use to drive location decisions?
October 22, 2012 Genpact emerged as one of the “Big Four” finance and accounting BPO brands over the last decade, breaking the mold of the traditional “Western” and the
September 27, 2012 For Accenture, Octagon's regulatory and clinical information technology solutions, services, and expertise augments Accenture’s broad pharma industry
September 21, 2012 Accenture has very effectively evolved its 20-year-old BPO business to become a market leader in terms of market share and vision. Its sophisticated and BPO the
September 20, 2012 In June of this year, several sourcing heavyweights gathered for an informative and lively hour-long debate about the future of business process outsourcing. by
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