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.
August 30, 2012 WNS is a mid-tier service provider based in India, but they may be one of the best-kept secrets in the BPO market today.
August 30, 2012 EXL has resisted the temptation to be “all things to all people,” instead making investments into areas the company wants to target. This focus is the that
July 9, 2012 In recent months a debate has arisen around the utility of the term “outsourcing”: is that one word sufficient, or appropriate, to describe the plethora of
June 27, 2012 Expert buyers gathered for the HfS Sourcing Blueprint Sessions collectively authored this Blueprint report with insight from recent HfS research, input from 41
June 17, 2012 We outline the six major findings from the HfS Research-PwC survey titled “The Future of Global Business Services”, to identify the drivers and results of
June 10, 2012 An executive summary of the Feb-Mar 2012 HfS Research-PwC survey, The Future of Global Business Services, identifying the drivers and results of organizational
May 23, 2012 We cover the Indian-headquarted services giant Tata Consultancy Services' financials, delivery locations, horizontal and vertical market foci, TCS's business a
May 22, 2012 Uncertainty with outsourcing is putting the emphasis back onto shared services, with outsourcing as a delivery component. We explore the state of global within
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