HFS Research is a leading global research and advisory firm helping Fortune 500 companies through IT and business transformation with bold insights and actionable strategies. With an unmatched platform to reach, advise, and influence Global 2000 executives, we empower organizations to make decisive technology and service choices. Backed by fearless research and an impartial outside perspective, our insights give you the edge to stay ahead. Our expert analysts work directly with your team through agile, hands-on workshops designed to drive meaningful change. We don’t just spot trends—we deliver actionable insights that fuel market-leading strategies. At HFS, you engage directly with the industry’s leading minds, bypassing the "B-team" approach. From innovation workshops to strategic advisory, HFS is your partner for bold decisions that lead to sustained success.
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Welcome Lavanya B G!
CEO and Chief Analyst, HFS Research. Coined "Services-as-Software". Analyst, AI Futurist, Blogger, Cynic and Podcast Host.
A warm welcome to the HFS Research analyst team to Lavanya B G who has joined us to support our growing engineering and manufacturing research, based out of Bengaluru. Lavanya joins us from engineering consultant Zinnov where she was a lead analyst for the past four years. I do hope her dog Leo isn't eating all that cake...
Analysts Dana Daher and Phil Fersht discuss the impact of trade protectionism on Services-as-Software and #agentic solutions. Is this the burning platform needed?
CEO and Chief Analyst, HFS Research. Coined "Services-as-Software". Analyst, AI Futurist, Blogger, Cynic and Podcast Host.
If you can’t move your people, then move your code — Services-as-Software is the new trade route. Protectionism isn't just disrupting your current vendor relationships—it's fundamentally transforming how services are delivered to your organization. As more governments try to lock down supply chains, labor markets, and data flows, service providers are left with no choice but to accelerate their shift toward Services-as-Software. Check out our research into this: https://lnkd.in/eP-ghsPN Dana Daher HFS Research #agentic #servicesassoftware #tariffs
JUST DROPPED: SAURABH’S SCOOP ⚡ Ready for some straight talk on why enterprise software is bloated, AI is stuck in pilot purgatory, and DEI is getting watered down? Saurabh’s newest edition cuts through the hype to highlight where real progress is stalled—and how we can jump-start meaningful change. Don’t just read the future. Shape it. Subscribe, share, and let us know your thoughts in the comments. #HFSResearch #SaurabhsScoop #ServicesAsSoftware #AI #DEI #BeTheDisruptor #TechAndBusiness
Wondering what “𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀-𝗮𝘀-𝗦𝗼𝗳𝘁𝘄𝗮𝗿𝗲” really means? At the 𝗛𝗙𝗦 𝗦𝗽𝗿𝗶𝗻𝗴 𝗦𝘂𝗺𝗺𝗶𝘁 𝗼𝗻 𝗠𝗮𝘆 𝟳–𝟴 𝗶𝗻 𝗡𝗲𝘄 𝗬𝗼𝗿𝗸, our top analysts and industry leaders will reveal how software-driven approaches are disrupting customer engagement and operational efficiency. We’re proud to feature an 𝗮𝗺𝗮𝘇𝗶𝗻𝗴 𝗹𝗶𝗻𝗲𝘂𝗽 𝗼𝗳 𝗸𝗲𝘆 𝘀𝗽𝗲𝗮𝗸𝗲𝗿𝘀, including Danna Castiglia, Fareed Zakaria, Ethan Mollick, and our very own Phil Fersht, as well as other forward-thinking executives from global enterprises. They’ll share how to 𝘀𝘁𝗮𝘆 𝗮𝗵𝗲𝗮𝗱 𝗼𝗳 𝘁𝗵𝗲 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝗰𝘂𝗿𝘃𝗲 and harness emerging technologies for sustainable growth. 𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝘁𝗵𝗲 𝗮𝗴𝗲𝗻𝗱𝗮 𝗮𝗻𝗱 𝗿𝗲𝗴𝗶𝘀𝘁𝗲𝗿 𝘁𝗼𝗱𝗮𝘆: https://lnkd.in/gtPjcMHa #HFSSpringSummit #Innovation #HFSSaS
🚀 Are enterprises ready for the AI revolution, or are they stuck in pilot paralysis? 🌟 We sat down with leaders from Infosys BPM to explore insights from our recent joint study, revealing eye-opening gaps between AI’s promise and practical implementation across finance, HR, supply chain, marketing, and IT. From legacy barriers to critical culture shifts, we're uncovering what it takes to move from concept to impact. 💡 Key insight: AI isn't just about tech—it's a profound cultural shift requiring collaboration across silos. Watch the latest episode of HFS Unfiltered Stories featuring insights from HFS Research's Saurabh Gupta and Ashish Chaturvedi alongside Infosys BPM’s Prasanth Nair and Hariprasad Bhupasamudram. 👉 https://lnkd.in/g7swR4zY Saurabh Gupta | Ashish Chaturvedi | Phil Fersht | Elena Christopher | Tony Filippone | Sia Rostami Ravari | Tarini Mehta Prasanth Nair | Hariprasad Bhupasamudram | Madhusudan Menon | Sonal Bhutani | Jessica Love | Andrea Vos Theodorou | Mili J. | Sneha Maselkar #AI #GenerativeAI #EnterpriseInnovation #HFSUnfiltered #DigitalTransformation #OneOffice #Collaboration #Leadership #BusinessStrategy
Save the date for our US Summit, May 7-8
CEO and Chief Analyst, HFS Research. Coined "Services-as-Software". Analyst, AI Futurist, Blogger, Cynic and Podcast Host.
The lines are blurring between people and technology, between software and services, between humanity and unreality. Are we really on an inexorable slide into full agentification of everything, or are we venturing into a world of super-charged humans driving super-charged enterprises? All these questions will be answered over two amazing days in New York, 7-8 May. This is for brave senior business leaders only: https://lnkd.in/e5VadHCj Ravi Kumar S Ethan Mollick Fareed Zakaria Danna Castiglia Venu Lambu Balkrishan "BK" Kalra Vanessa Fernandes Steve Lucas Roger Lvin Sunil Mittal Sander van 't Noordende Dana Daher Saurabh Gupta Steve Dunkerley Emma Melando HFS Research Cognizant The Wharton School Warner Music Group LTIMindtree Genpact State Street Boomi Hitachi Digital Services Movate Randstad #agentic #servicesassoftware #hfssummit
Ever wonder if your organization is keeping pace with change? 🤔 In today’s episode of From The Horse’s Mouth, host and HFS Research CEO Phil Fersht sits down with Katie Stein, CEO of IGT Solutions, to explore the rapidly evolving world of customer experience and the powerful role of AI in service delivery. Katie dives into her career journey, sharing insights on driving enterprise change and shifting toward a truly integrated operational approach. Key insights from their conversation: - Change is constant—but its speed is anything but predictable - AI is turbocharging proficiency in service roles - A sole focus on cost can stifle growth and innovation - Embracing transformation over mere efficiency is a must - The evolving role of agents alongside AI technology - Overcoming cultural challenges to unlock true progress - Rethinking education and upskilling for the future workforce - Collaboration across ecosystems is key to sustained growth Join us to learn how to navigate these shifts and turn transformation into a continuous journey, not just a destination. Tune in now wherever you get your podcasts! 🎧 Apple Podcasts: https://lnkd.in/eERYeB65 🎧 Spotify: https://lnkd.in/ezvbfQhY 🎧 YouTube: https://lnkd.in/exxEgRrR 🎧 iHeartRadio: https://lnkd.in/guMxFXm7 🎧 Pandora: https://lnkd.in/e45nPNkk #FromTheHorsesMouth #HFSResearch #AI #CustomerExperience #FutureOfWork #Transformation
We’re proud to share that our very own Melissa O'Brien will be joining a distinguished panel hosted by Loeb & Loeb LLP and Hitachi Digital Services on 𝗠𝗮𝗿𝗰𝗵 𝟭𝟵. The 𝗶𝗻-𝗽𝗲𝗿𝘀𝗼𝗻 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 will dive into how Customer Experience (CX) is driving business success, exploring key consumer behavior shifts and emerging trends for 2025 and beyond. Melissa and her fellow panelists will discuss how leading organizations are leveraging CX strategies to fuel growth, enhance loyalty, and deliver measurable results. Be sure to catch the insights and expertise from industry leaders at this exclusive event. 𝗜𝗻𝘁𝗲𝗿𝗲𝘀𝘁𝗲𝗱 𝗶𝗻 𝗮𝘁𝘁𝗲𝗻𝗱𝗶𝗻𝗴? 𝗥𝗦𝗩𝗣 𝗯𝘆 𝗠𝗮𝗿𝗰𝗵 𝟭𝟯, 𝗵𝗲𝗿𝗲: https://lnkd.in/gxuvmvgu #CustomerExperience #CX #LoebandLoeb #HitachiDigitalServices Melissa O'Brien Akiba Stern Patrick Corcoran Roger Lvin Adam Malamut, PhD Rajesh Rajappan
JUST DROPPED: SAURABH’S SCOOP ⚡ This week, we’re taking you to Barcelona for a reality check on telecom at #MWC25. In this brand-new edition, Saurabh tackles how telcos went from wanting to lead the Digital Economy…to becoming the “plumbing” for Big Tech. Spoiler alert: it’s time for a hard reset—and AI, automation, and partnerships are the keys to survival. Don’t just watch the future unfold—help shape it. Subscribe, share, and drop your thoughts in the comments. #HFSResearch #SaurabhsScoop #Newsletter #TechAndBusiness Phil Fersht Saurabh Gupta Tony Filippone Joel M. Elena Christopher Emma Melando
𝗚𝗹𝗼𝗯𝗮𝗹 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗦𝗲𝗿𝘃𝗶𝗰𝗲𝘀 (𝗚𝗕𝗦) is evolving—from a cost center to a powerhouse for growth. Our new report reveals how 𝗱𝗮𝘁𝗮 𝗮𝗻𝗱 𝗔𝗜 𝗮𝗿𝗲 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗶𝗻𝗴 𝗚𝗕𝗦: • IBM’s integrated model 𝗯𝗼𝗼𝘀𝘁𝗲𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆 𝗯𝘆 𝟯𝟬% • A projected $𝟯𝗕 𝗶𝗻 𝗲𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝘀𝗮𝘃𝗶𝗻𝗴𝘀 is within reach Ready to redefine the future of business services? 𝗗𝗼𝘄𝗻𝗹𝗼𝗮𝗱 𝘁𝗵𝗲 𝗿𝗲𝗽𝗼𝗿𝘁 𝗻𝗼𝘄. https://lnkd.in/gZSWxSmW #GBS #Innovation #GrowthEngine #DigitalTransformation Melissa O'Brien Phil Fersht Saurabh Gupta Tony Filippone Elena Christopher Joel M. Emma Melando Neeraj Manik Tony Menezes Ed Lovely Josephine Schweiloch Grace Donabedian Enka Birce Gautam Galvankar