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In this episode of HFS Unfiltered Stories, Rohan Kulkarni, Executive Research Leader at HFS Research, and Kim Dalla Torre, EY Global Health Sector Leader, discuss the pressing financial challenges facing health systems and hospitals today. They explore the critical need for innovation to address these issues and improve patient care.
Topics covered include:
Financial pressures on health systems post-pandemic. The growing demand for care and the funding gap. How service providers are evolving to meet complex healthcare challenges. Missed opportunities to achieve the triple aim of care. EYâs leadership in smart care model transformation, recognized in Horizon 3. Innovationâs role in enhancing clinician work-life balance and patient outcomes. Why remote monitoring should be a key part of patient care. The importance of trust in building successful healthcare partnerships.Based on insights from the HFS Horizons HCP Service Providers 2024 study, this discussion provides a roadmap for healthcare organizations striving for sustainability and innovation.
For more in-depth information, check out the full report: The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024.
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In this episode of Unfiltered Stories, Saurabh Gupta, President of Research and Advisory Services at HFS Research, sits down with Jason Kelley, GM of Strategic Partners at IBM Consulting, Stacy Short, SAP Global Partnership Executive at IBM Consulting, and Christine Rhoads, Global VP of Business Development at SAP. Together, they explore the 52-year partnership between IBM and SAP and its lasting impact on the tech industry.
Key insights from this discussion include:
Partnerships are vital in technology, enabling companies to leverage each otherâs strengths and deliver greater value to customers. IBMâs transformation into a hybrid cloud AI company was driven by strategic shifts toward open platforms and strong partnerships. The IBM-SAP partnership is built on trust, communication, and commitment and has evolved over the last 52 years to deliver value to joint customers. The Value Generation Partnership Initiative helps enterprises tackle their technology, data, process, and skills debt using the power of generative AI. The panel shares their vision for the future of the partnership, focusing on delivering next-level customer value, achieving business outcomes, and adapting to the fast pace of change.Read the associated highlight report âIBM and SAP embrace OneEcosystemâą to drive next-level business valueâ here: https://www.hfsresearch.com/research/ibm-sap-embrace-oneecosystem/
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Uncover about Global Capability Centers (GCCs) in India in the latest episode of HFS Unfiltered Stories. This in-depth discussion sheds light on the role of GCCs at RealPage India, the impact of AI on GCCs, and the challenges and opportunities with GCCs in the industry.
Key takeaways include:
GCCs provide technology solutions and support that help organizations like RealPage achieve their strategic goals. Smaller organizations are increasingly leveraging GCCs in India due to the availability of talent and the opportunity to access a wide range of skills. The talent pool in India has expanded, with more formal training in AI and related technologies, making it an attractive destination for GCCs. AI has the potential to impact various dimensions of organizations, including customer experience, business transformation, and products and services. The GCC industry in India has significant growth potential, and the key to success lies in effectively leveraging talent and exploring new models and partnerships.Hosted by Saurabh Gupta, President, Research and Advisory Services at HFS Research, the conversation features Isaac Rajkumar, SVP, Managing Director at RealPage India.
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In the latest episode of HFS Unfiltered Stories, uncover the evolution of Global Capability Centers (GCCs) and their role in driving a more sustainable world. This in-depth discussion between Saurabh Gupta, President of research and Advisory Services at HFS Research, and Sandeep Kulkarni, Senior Vice President and Head of Worley Enterprise Services, highlights the shift from cost arbitrage to value creation and the importance of retaining knowledge in-house while leveraging service providers for scale. Sandeep predicts that GCCs will play a crucial role in driving breakthrough innovations in the future.
Key takeaways include:
GCCs have evolved from cost arbitrage to value creation, focusing on driving breakthrough innovations. The hybrid model, combining in-house centers and service providers, is gaining popularity because it allows for the retention of knowledge and the achievement of scale. AI and GenAI have immense potential to transform business models and drive productivity and personalization. An ethical framework is necessary to guide the development and deployment of AI solutions. GCCs can leverage the Indian ecosystem and diverse talent pool to create breakthrough innovations. -
Uncover about Global Capability Centers (GCCs) in India and their role in the IT services industry in the latest episode of HFS Unfiltered Stories. This in-depth discussion explores the future of GCCs, focusing on IT, engineering, and supply chain capabilities, the attractiveness of GCCs for top talent, and the importance of purpose-driven talent management.
Key takeaways include:
GCCs play a pivotal role in the IT services industry, offering digital capabilities, engineering expertise, and supply chain operations solutions. GCCs are evolving from cost arbitrage to skills arbitrage, attracting top talent and driving innovation. India's superpower in the IT industry lies in its large talent pool, STEM education, communication skills, customer-centric culture, and resilience to change. To make GCCs attractive for top talent, organizations must have a vital purpose, focus on critical capabilities, and engage with premier institutes. AI brings excitement and opportunities, and humans still have unique skills that AI cannot replace. GCCs have the potential to drive innovation and contribute to the bottom line of global organizations.Hosted by Saurabh Gupta, President, Research and Advisory Services at HFS Research, the conversation features Swaroopa Rani Akula, Head of Office at Eastman Hyderabad.
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In the latest episode of HFS Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research, is joined by Shashank Verma, SVP and Global Head of Data and AI Led CX Transformation at EXL, to discuss how customer experience is transforming in the age of AI.
In this episode, we cover:
The increasing demand for CX services. The importance of domain intelligence, tech expertise, and commitment to business outcomes in driving successful transformation. The changing needs of customers and the impact of emerging technology, particularly GenAI, on customer experience.Shashank Verma foresees a shift toward increasingly personalized and sophisticated customer interactions, emphasizing the pivotal role of GenAI in enhancing contact center operations and driving the development of autonomous agents.
Also, read the associated report HFS Horizons: Customer Experience Service Providers, 2024, here: https://www.hfsresearch.com/research/hfs-horizons-customer-experience-service-providers-2024/
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Clinical innovation is a critical value creation that service providers like SoftServe are embracing, enabling, and delivering more consistently. HFS Executive Research Leader Rohan Kulkarni discusses the findings of our recently released study, the HFS Horizon Healthcare Provider Service Provider 2024, with John Edwards, VP Healthcare Solutions Consulting at SoftServe.
You will learn:
Financial pressures take center stage for health systems and hospitals that inform their buying behaviors. Service provider capabilities and attitudes shift toward the possibilities as they get bolder. Despite progress, opportunities continue to be missed to address the triple aim of care.The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024 is a must read and can be found here: https://www.hfsresearch.com/research/hfs-horizons-hcp-service-providers-2024/
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HFS analyst Ashish Chaturvedi discusses the current GenAI picture in the consumer goods industry with Caitlyn Carr from Coca-Cola Bottlers Sales and Services and Wendy Earon from Genpact.
You will learn:
The GenAI potential in the consumer goods industry is high, but adoption is a meager 11%. What are the biggest barriers, and why are enterprises taking it slow? What are some high-potential use cases in consumer goods, and how are they being identified? The role played by Genpact in Coca-Cola Bottlers Sales and Services' GenAI pursuits. How important is talent, and how do we nurture people? Consumer Goods companies must look beyond their GenAI investments' productivity gains. How is Coca-Cola Bottlers Sales and Services approaching this maze?Also, read the associated report, âThe two-year GenAI countdown,â here: https://www.genpact.com/pdf/the-gen-ai-countdown
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In this edition of Unfiltered Stories, Joel Martin, Executive Research Leader at HFS Research, is joined by Abhay Chaturvedi, Executive Vice President, Tech Industries at HCLTech to discuss why HCLTech is a Horizon 3 Market Leader in the latest HFS Horizon report on High-Tech services.
Key Point Discussed:
Bringing an engineering mindset to co-innovation with high-tech firms is critical to executing at scale.More on HCLTech can be found in the HFS Horizon: High-Tech Services, 2024: https://www.hfsresearch.com/research/hfs-horizons-high-tech-services-2024/
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In this edition of Unfiltered Stories, HFS Executive Research Leader Melissa O'Brien discusses the value of the ecosystem in the travel, hospitality, and logistics industries with Hemal Shah, Global Head of Travel, Transportation, Hospitality & Logistics Business at Sutherland.
You will learn:
THL industry leaders must embrace their ecosystems and emerging technology to advance to the next horizon of differentiation and experience.Read the associated Horizons Report âHFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023â here: https://www.hfsresearch.com/research/hfs-horizons-travel-hospitality-and-logistics-service-providers-2023/
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Join us for an exclusive Fireside Chat as HFS Research CEO and Chief Analyst Phil Fersht speaks with Ritesh Idnani, CEO and MD of Firstsource. Ritesh shares valuable insights on the company's remarkable growth in the service industry and discusses how technology shifts and disruptions have shaped their journey.
Donât miss this compelling discussion on AI adoption and automation and how Firstsource is integrating this technology into its operations.
Subscribe to HFS Research for more thought leadership and industry insights: https://www.hfsresearch.com/contact/
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In this exclusive Fireside Chat, HFS Research CEO and Chief Analyst Phil Fersht talks with Keshav Murugesh, Group CEO of WNS. Reflecting on their 14-year journey, they discuss the transformative impact of AI and generative AI on the business services industry. Keshav shares insights on navigating disruptive technologies, leveraging AI to innovate and drive business performance, and the evolving role of strategic partnerships. They also discuss the importance of ethical AI, transparency, and accountability in AI development. Don't miss this engaging dialogue on the future of AI in business and how companies like WNS are taking charge of digital transformation.
Subscribe to HFS Research for more thought leadership and industry insights - https://www.hfsresearch.com/
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In this edition of Unfiltered Stories, Ashish Chaturvedi, Practice leader at HFS, discusses the frenetic space of Enterprise Supply Chains with Yash Chauhan, Global Head at Neo Tangent.
The conversation covers:
What's driving increased investments in supply chains. Understanding the visibility, resilience, and agility triad in supply chains. Neo Tangent's three-pronged go-to-market strategy for supply chains.To learn more about supply chain market dynamics and Neo Tangent's strategy, read the latest HFS Market Vision Paper, "Navigating the labyrinth: Neo Tangentâs blueprint for collaborative supply chainsâ here: https://www.hfsresearch.com/research/labyrinth-neo-tangents-blueprint/
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The gig economy and workforce are becoming integral parts of the CX delivery ecosystem, while technology demands a balanced approach between humans and machine/ technology to deliver CX services. HFS Executive Research Leader Melissa O'Brien in conversation with Bharath Vasudevan, Chief Capability Officer at Tech Mahindra Business Process Services.
You will learn:
How are the Gig economy and workforce becoming integral parts of the CX delivery ecosystem, and what are TechM's preparations for it and POV? What is our take on technology usage in CX delivery with a focus on a balanced approach between humans and machine/ technology?Also, read the associated report HFS Horizons: Customer Experience Service Providers, 2024, here: https://www.hfsresearch.com/research/hfs-horizons-customer-experience-service-providers-2024/
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In edition of Unfiltered Stories, Melissa O'Brien, Executive Research Leader at HFS Research is in conversation with Xabier Zabala, COO at HBX Group and Jitender Mohan, EVP & Business Unit Head â Travel & Hospitality at WNS about the challenges and future of the travel and hospitality industry.
Key discussion point includes:
The impact of changing customer expectations, particularly the expectation for personalization and wellness on the travel and hospitality industries The adoption and opportunities for emerging technology in the travel and hospitality industries Travel and hospitality companies are pivoting their strategies and developing an ecosystem to meet customer expectations. Customer expectations will only continue increasing and changing. And the continuous innovation in this area is going to be necessary to exceed these ever increasing customer expectations. The opportunities for emerging tech, particularly GenAI are tremendous, particularly to impact understanding the customer and improving the experience. But it is important to experiment in a very controlled and secure implementation to avoid the risks as we learn new tech. Travel and Hospitality companies must build an ecosystem to discover and deliver new sources of value.Read the associated Market Impact Report titled "Pivoting Toward the New Frontier in Travel & Hospitality" here: https://www.hfsresearch.com/research/pivoting-toward-the-new-frontier-in-travel-hospitality/
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The technology enablement for healthcare providers. HFS Executive Research Leader Rohan Kulkarni discusses the findings of our recently released study, the HFS Horizon Healthcare Provider Service Provider 2024, with Vaibhav Srivastava, President, Healthcare, Insurance, Life Sciences & Government Sector SBUs at Innova Solutions.
You will learn:
Financial pressures take center stage for health systems and hospitals that inform their buying behaviors. Service provider capabilities and attitudes shift toward the possibilities as they get bolder. Despite progress, opportunities continue to be missed to address the triple aim of care.The HFS Horizons: Healthcare Providers (HCP) Service Providers, 2024 is a must-read and can be found at https://www.hfsresearch.com/research/hfs-horizons-hcp-service-providers-2024/
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In this edition of Unfiltered Stories, Saurabh Gupta, President Research and Advisory Services at HFS, connects with Ragu Rajaram, Global Cloud Consulting Leader, EY, and Tom Reuner, Executive Research Leader & Head of EMEA at HFS. They discuss how enterprises can move the needle for their transformation journeys.
Read the associated Market Vision Paper titled âOnly a third of enterprises are realizing their cloud ambitionsâ here: https://www.hfsresearch.com/research/only-a-third-of-enterprises-are-realizing-their-cloud-ambitions/
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Many argue you canât scale the use of GenAI in the enterprise if you havenât cracked the challenge of Responsible AI. David Cushman spoke to a range of enterprise leaders attending a recent HFS round table in London to hear how they are tackling this. In this edition we had the opportunity to hear from Lawrence Ampofo, Strategy & Transformation Lead at _VOIS (Vodafone Intelligent Solutions).
You will learn:
What makes GenAI different from previous technologies? Are enterprises set up to handle the new governance demands it places on them? If not, what do they need to do? What does the rise of agentic AI mean for governance?Explore more videos in this exploration of Responsible AI in the enterprise here:
Unfiltered Stories | Only 2% of firms are ready to scale GenAI-enter the Chief Responsible AI Officer Unfiltered Stories | Responsible AI in the enterprise â at Legal & General Unfiltered Stories | Responsible AI in the enterprise â at the Metaverse Institute -
Many argue you canât scale the use of GenAI in the enterprise if you havenât cracked the challenge of Responsible AI. David Cushman spoke to a range of enterprise leaders attending a recent HFS round table in London to hear how they are tackling this. In this edition we had the opportunity to hear from Dr. Christina Yan Zhang, CEO of The Metaverse Institute.
You will learn:
Why ESG measures must be built into your Responsible AI practices? What makes GenAI different from previous technologies? Are enterprises set up to handle the new governance demands it places on them? If not, what do they need to do?Ignore the environmental challenge of GenAI and your ESG aspirations could unravel overnight.
Explore more videos in this exploration of Responsible AI in the enterprise here:
Unfiltered Stories | Only 2% of firms are ready to scale GenAI-enter the Chief Responsible AI Officer Unfiltered Stories | Responsible AI in the enterprise â at Legal & General Unfiltered Stories | Responsible AI in the enterprise â at Vodafone (_VOIS) -
Taking responsible AI seriously could be the difference between your GenAI projects getting stuck in POCs and pilots and reaching enterprise scale. HFS Executive Research Leader David Cushman interviews newly appointed Accenture Chief Responsible AI Officer Arnab Chakraborty on why CEO Julie Sweet mandated his role - how enterprises can get smart with responsible AI, and why a CRAIO may be the next big role in the enterprise.
You will learn:
Accenture is blazing a trail with a new role. Why GenAI needs a different approach to governance compared with the technologies that have come before it. Why only 2% of enterprises are actually ready to scale GenAI. What enterprises need to operationalize responsible AI. The rise of the CRAIO.Every frustrated enterprise leader should ask themselves what they have done to operationalize responsible AI. It holds the key to progressing to the scale benefits of GenAI.
Explore more videos in this exploration of Responsible AI in the enterprise here:
Unfiltered Stories | Responsible AI in the enterprise â at Legal & General Unfiltered Stories | Responsible AI in the enterprise â at the Metaverse Institute Unfiltered Stories | Responsible AI in the enterprise - at Vodafone (_VOIS) - Mehr anzeigen