hfs webinar slides: 2017, the year of making it real

Proprietary│Page1©2016HfSResearch

2017– TheYearofMakingitReal

AWebinarbyHfS Research

December15th,2016

Web:www.hfsresearch.com |Blog:www.horsesforsources.com


PhilFersht,ChiefAnalystandCEO

[email protected]

@pfersht

My Research Practice Areas for 2017§ IT Services Strategy and Consulting§ Finance & Accounting Operational Strategies and the CFO’s challenges§ As-a-Service Delivery Models§ Design Thinking and Outcomes Strategies§ People and Talent Strategies

The 4 Leading HfS Ideals of the As-a-Service Economy Impacting My Practice§ Plug and Play Digital Services§ Collaborative Engagement§ Intelligent Automation§ Design Thinking

Key Themes Impacting My Research Practice in 2017§ The Intelligent OneOffice§ How Digital and Cognitive Automation form the fabric of IT Services§ Understanding how to make RPA meaningful§ Augmenting human capabilities through the deployment of intelligent automation§ The future role of the finance professional in the face of As-a-Service§ The strategic response of IT and BPO service providers to revenue cannibalization§ New buyer needs and evaluation criteria in selecting operational service


2017:TheYearofMakingitReal

Theyear“BigreallybecomesBad”Theyearof“HumanJustification”TheDeathof“MeaninglessDigital”Theyearof“TheCognitiveCrackpipe”BPObecomesBPAasAutomationgetsarealplaceinthevalueequationDesignThinkingnolongerfancyfluffEveryonethrowingtoysinandoutoftheblockchain pram


TheEndgameforOperationalValue:TheIntelligentOneOfficeTM


2017HfS ResearchBlueprintPublicationSchedule- Preliminary

Q12017(8)

• CapitalMarketsOperations• SalesforceServices• ManagedSecurityServices

Blueprint• DesignThinking2017

(BlueprintGuide)• PredictiveCapabilitiesin

HCMSystems• SmartManufacturing/

Industry4.0(BlueprintGuide)

• ApplicationTestingServices• UtilityOperations• IBMWatsonServices

(BlueprintGuide)

Q22017(9)

• Microsoft-on-demandServices• BIMServicesBlueprint

(BlueprintGuide)• ITInfrastructureManagement

&CloudServices• AnalyticsinHealthcare

(BlueprintGuide)• Travel&HospitalityServices• Strategy&ConsultingServices• ApplicationServices• ITServicesMaster(Blueprint

Guide)• SuccessFactors Services2017• HRMSPlatformsandtheBig4

- “SMAC”• EnergyOperations2017

Q32017(9+)

• Cognitive-enabledAnalyticsServices

• EmbeddedEngineering• Blockchain Services• WorkdayServices2017• PayrollAs-a-Service• ComprehensiveHRAs-a-

Service• IntelligentAutomation• OneOffice RetailServices• ITServicesIndustrySpotlights:

• Banking• Insurance• Health• Government• Manufacturing

Q42017&Beyond(12+)

• VirtualAgentCapabilityServices

• SupplyChainServices• InsuranceAs-a-Service• HealthcarePayerOperations• F&AAs-a-Service2017• ServiceNow 2017• IoT SmartCities• Salesforce2017• Procurement-as-a-Service• HRTechnologyServices• ITServicesIndustrySpotlights:

• Telecom• Travel• Energy• Utilities


BarbraSheridanMcGann,ChiefResearchOfficer

My Research Practice Areas for 2017§ BPO / Business Operations Strategies§ Health Care and Life Sciences Vertical Markets§ Design Thinking in the Outsourcing Services Industry§ Talent Strategies for Intelligent Operations

Blueprints / Blueprint Guides for 2017§ Design Thinking In the As-a-Service Economy (Q1)§ Analytics Services in Healthcare Operations (Q2)§ Healthcare Payer Operations (Q4)

Key Themes Impacting My Research Practice in 2017§ Therelevanceandimpactofhealthcareconsumer-centricityforhealthcareandlifesciencesbusiness

operations§ StoriesandexamplesoftheuseofDesignThinkingtoincreasecollaborativeengagementinoutsourcing

services§ Emergingchangesinoperatingmodels,governance,andtalentmanagementanddevelopmentforIntelligent

Operations(human+machine)§ Theimpactofdigitaltechnologies,inparticularIntelligentAutomation,Analytics,Mobility,andSecurityin

HealthcareandLifeSciences

[email protected]

@sheridanmcgann


TomReuner,ResearchVicePresident,IntelligentAutomation

My Research Practice Areas for 2017§ Intelligent Automation (RPA, Cognitive Computing, AI, Autonomics)§ Sourcing strategies§ Application Testing§ Application Management§ Service Management

Blueprints for 2017§ IT Services Master (Jamie, Phil & I)

§ Application Services (Tom Leading with Phil)§ Application Testing§ ServiceNow Services§ Intelligent Automation§ IBM Watson Services (with Reetika)

Other Major Projects in 2017§ Evolution of service agents/virtual agents§ Pega Services§ Revisiting SIAM/MSI

Key Themes Impacting My Research Practice in 2017§ Analyzing the evolution of service delivery§ Identifying new players in the Intelligent Automation ecosystem§ Understanding the adoption of AI§ Assessing the notion of cognitive in application testing

[email protected]

@tom_reuner


JamieSnowdon,ExecutiveVicePresident,ResearchOperations

My Research Practice Areas for 2017§ Market Sizing & Forecasting§ Competitive Analysis§ PriceIndicator§ Quantitative Surveys§ Bespoke Research§ Cloud and IT Service’s

Blueprints for 2017§ IT Services Master (Tom, Phil & I)

§ IT Infrastructure Management & Cloud Services (Me leading with Phil)§ Strategy & Consulting Services (Phil leading)§ Application Services (Tom Leading with Phil)

§ IT Services Industry Spotlights

Other Major Projects in 2017§ Top 50 BPO§ Top 25 IT Services§ IT & BPO Market Analysis 2017-2022

Key Themes Impacting My Research Practice in 2017§ Giving our insights more visual impact§ Looking at the impact of cloud on infrastructure managed services§ Identifying the scenarios which will drive service adoption over the next 18 months§ Identifying the market opportunities for traditional and plug and play digital services

[email protected]

@thewizeone


Reetika Joshi,ResearchDirector,Operations&AnalyticsStrategies

My Research Practice Areas for 2017§ Analytics Services§ Banking, Financial Services and Insurance§ The Tech Enablement of Business Operations

Blueprints for 2017§ IBM Watson Services Blueprint Guide§ Insurance As-a-Service Blueprint§ Cognitively-Enabled Analytics Services Blueprint

Key Themes Impacting My Research Practice in 2017§ Fixing critical skills gaps and using talent as a differentiator in analytics engagements§ Changing nature of BFSI engagements to realize vertical-specific business outcomes§ Mainstreaming of intelligent automation technologies in BFSI operations§ Rapid growth of platform based services and utilities in financial services§ Impact of new data sources, infrastructure advancements, platforms and cognitive capabilities on analytics

services towards Analytics-As-a-Service

[email protected]

@joshireetika


MelissaO’Brien,ResearchDirector,ContactCenterandOneOfficeTMCustomerExperiences

My Research Practice Areas for 2017§ Vertical Specific Customer Engagement BPO: Retail and Travel/Hospitality§ Digital Marketing Operations§ Contact Center Operations and Omni-Channel Customer Experience

Blueprints for 2017§ Travel and Hospitality Services§ OneOffice Retail Services§ Virtual Agent Capability

Key Themes Impacting My Research Practice in 2017§ Impact of automation and analytics on contact center operations and customer experience§ Changing talent needs as a result of consumer demands and automation§ Digital marketing services and its role in customer experience§ Social media as a channel for customer engagement§ Customer experience related business outcomes driving connections between the front and back office

[email protected]

@MelissaJaneOB


SteveGoldberg,ResearchVicePresident,HRTechnologyandWorkforceStrategies

My Research Practice Areas for 2017§ Predictive Analytics in HCM§ Emerging HR Technologies§ The Intelligent Office Model in HR

Blueprints for 2017§ Predictive Capabilities in HCM Systems§ HRMS Platforms and the Big 4 (“SMAC”)§ New Era of Payroll Services (U.S.)§ HR Technology Services Landscape

Key Themes Impacting My Research Practice in 2016/2017§ Time to Predictive Value in HCM Systems§ “HR Data Distrust” and other HR Tech Value Drivers/Impediments§ Industry-Specific Capabilities in HCM Solutions§ Global Capabilities in HCM Solutions§ HR Technology in Mergers and Acquisitions§ Change Management in HR Tech Deployments§ People Analytics Roadmaps

[email protected]

@EmpoweredHR


KhaldaDeSouza,PrincipalAnalyst

My Research Practice Areas for 2017§ Service Provider SaaS Services Strategies§ Enterprise SaaS Services Demands and Requirements§ Tracking the development of key SaaS Services markets

Blueprints for 2017§ Salesforce Services§ Microsoft On-Demand Services§ Workday Services

Key Themes Impacting My Research Practice in 2017§ The change management required to deliver and consume SaaS services: still a journey§ Service Providers:

§ The move away from the strict silos of delivering consulting, implementation and ongoing supportservices, to a more flexible model of continuous advice and deployment using an agile methodology

§ The ability to provide onsite services§ The focus on hiring, training and acquiring talent with technical and business skills, and the right

mind-set§ Enterprise Clients:

§ Understanding the importance of organizational change management§ Driving user adoption§ Achieving real business process transformation§ The need for ongoing, flexible support services

[email protected]

@Khalda_De_Souza


MikeCook,ResearchDirector,HumanResourceServices

My Research Practice Areas for 2017§ Competitive Analysis§ Bespoke Research§ HRO Services§ SaaS§ Cyber Security§ Buyer Focused Research

Blueprints for 2017§ Trust-as-a-Service (Christine & I)§ SuccesFactors Services (Khalda & I)§ Human Resource-as-a-Service.

Other Major Projects in 2017§ Buyers Guide Program

Key Themes Impacting My Research Practice in 2017§ The ability of organizations to leverage outsourced Managed Security Services (MSS) to drive Trust within

their operations.§ How MSS providers and organizations are dealing with the shortage of Cyber Security talent.§ The continuing adoption of cloud HCM platforms within organizations and the optimization of these to drive

business outcomes.§ Identifying emerging HCM platform innovations and the increasing role of intelligent automation within

these.§ The changing shape of MPHRO service delivery and buyer requirements to move beyond the current scope

of meeting pre-defined service metrics and into business outcomes focused contracts.§ Employee retention optimization

[email protected]

@MikeMarkC


ChristineFerrusi Ross,ResearchVicePresident,Strategy&ProductDevelopment

My Research Practice Areas for 2017§ Blockchain§ Security and Digital Trust§ Contract Negotiations§ Governance and Vendor Management§ Supplier Risk Management§ Supply Chain Management§ The Intelligent OneOffice

Blueprints for 2017§ Managed Security (with Mike Cook) Q1§ Blockchain Services Q3

Key Themes Impacting My Research Practice in 2017§ Contracting For Emerging Areas§ Strategic Impact of Blockchain on Businesses and Supply Chains§ Managing Risk In The Connected Economy

[email protected]

@ferrusi


Derk Erbé,ResearchVicePresident,SupplyChain,ProcurementandEnergy

My Research Practice Areas for 2017§ Natural Resources & Energy§ Supply Chain & Procurement§ Digital Business Transformation Services§ SaaS and the Tech Enablement of Services§ Commercial Model Innovation

Blueprints for 2017§ Utility Operations 2017§ Energy Operations 2017§ Supply Chain Management As-a-Service 2017§ Procurement As-a-Service 2017

Key Themes Impacting My Research Practice in 2017§ The impact of digital technologies, in particular Intelligent Automation, Analytics, Mobility, IoT and Security in

energy, natural resources and utilities§ Business model transformation and its digital enablement§ The impact of digital platforms and technologies like Control Towers, IoT and Blockchain in Procurement and

Supply Chain§ The strategic response of IT and BPO service providers to changing needs of enterprise services buyers in

energy, natural resources and utilities§ Understanding how digital services can help energy providers differentiate in an undifferentiated market§ The adoption of Software-as-a-Service in the effort to write off legacy

[email protected]

@DerkRB


PareekhJain,ResearchVicePresident,EngineeringServices,IoT,Telecom&Manufacturing

My Research Practice Areas for 2017§ Engineering Services (Mechanical, Embedded, Software & ISV, PLM)§ Internet of Things ( Consumer IoT, Industrial IoT, Smart Cities)§ Manufacturing Operations (Industry 4.0, IT Services & Business Processes)§ Telecom Operations (IT Services & Business Processes)

My Blueprints for 2017§ Industry 4.0 Services§ BIM Services§ Embedded Engineering Services§ IoT (Smart Cities) Services

Key Themes Impacting My Research Practice in 2017§ How business models are changing in manufacturing/ industrial products as products are becoming services§ What trends are impacting enterprise R&D and how these trends will impact engineering services outsourcing§ What is real in IoT§ How digitalization is impacting some of the core industries – manufacturing and construction§ How engineering service providers are developing their capabilities both organic and inorganic§ How engineering services enterprises can realize value from their sourcing engagements and R&D Operations§ How telcos are transforming and its impact on outsourcing opportunities

[email protected]

@pareekhjain


AboutHfS ResearchHfSResearchisTheServicesResearchCompany™—theleadinganalystauthorityandglobalcommunityforbusinessoperationsandITservices.Thefirmhelpsenterprisesvalidateandimprovetheirglobaloperationswithworld-classresearch, benchmarking andpeernetworking. HfSResearchwasnamed"IndependentAnalystFirmoftheYearfor2016"bytheInstituteofIndustryAnalystRelationswhichvotedon170otherleadinganalysts.HfSChiefAnalyst,PhilFersht,wasnamedAnalystoftheYearin2016forthethirdtime.

HfScoinedtheterms"TheAs-a-ServiceEconomy"and"OneOffice™",whichdescribeHfSResearch'svisionforthefutureofglobaloperationsandtheimpactofcognitiveautomationanddigitaltechnologies.HfS'visioniscenteredoncreatingthedigitalcustomerexperienceandanintelligent,singleofficetoenableandsupportit.HfS’coremissionisabouthelpingclientsachieveanintegratedsupportoperationthathasthedigitalprowesstoenableitsenterprisetomeetcustomerdemand- asandwhenthatdemandhappens.WithspecificpracticeareasfocusedontheDigitizationofbusinessprocessesandDesignThinking,IntelligentAutomationandOutsourcing,HfSanalystsapplyindustryknowledgeinhealthcare,lifesciences,retail,manufacturing,energy,utilities,telecommunicationsandfinancialservicestoformarealviewpointofthefutureofbusinessoperations.

HfSfacilitatesathrivinganddynamicglobalcommunitywhichcontributestoitsresearchandstagesseveral OneOffice™Summits eachyear,bringingtogetherseniorservicebuyers,advisors,providersandtechnologysuppliersinanintimateforumtodevelopcollectiverecommendationsfortheindustryandadddepthtothefirm’sresearchpublicationsandanalystofferings.

Nowinitstenthyearofpublication,HfSResearch’sacclaimedblog HorsesforSources isthemostwidelyreadandtrusteddestinationforunfetteredcollectiveinsight,researchandopendebateaboutsourcingindustryissuesanddevelopments.

HfSwasnamed AnalystFirmoftheYearfor2016,alongsideGartnerandForrester,byleadinganalystobserverInfluencerRelations.