HFS PODCASTS HFS

HFS CEO and Chief Analyst Phil Fersht speaks with Raj Mamodia, CEO of Brillio. Raj shares his remarkable journey from engineering to the helm of Brillio, unveiling the secrets behind their differentiation strategy rooted in culture, capability, and credibility. Discover Raj's astute observations on the ever-evolving tech services marketplace and the growing trend of AI adoption. Uncover the latest industry insights on consolidation and obtain a glimpse into the future of AI adoption and industry trends. Learn from industry leaders like Phil and Raj, who are at the forefront of innovation.

In this edition of Unfiltered Stories, Sam Duncan, Practice Leader at HFS Research is in conversation with Tami Boswell, Director, Consumer Markets Operations at Aflac and Anshu Biswas, VP, Global Head of Life and Benefits Insurance at Sutherland to discuss about the current state of customer experience (CX) in the insurance industry and the efforts being made to improve it.

Some of the key takeaways from this discussion includes:


The insurance industry is experiencing a shift in mindset towards prioritizing customer experience (CX) and recognizing the need to go beyond transactional interactions.
Insurers are leveraging data and emerging technologies to create personalized and seamless customer experiences.
Benchmarking against best-in-class experiences across industries is crucial for insurers to meet customer expectations.
Balancing regulatory requirements with delivering exceptional customer experiences is a challenge in the insurance industry.
Improving CX requires a combination of digital platforms, human interactions, and continuous feedback loops.
Insurers should focus on developing their CX internally while also leveraging third-party service providers for outside perspectives and technological expertise.

Read the associated report Market Impact Report titled “Insurers must confront the reality of their CX and move beyond transactional mindsets” here: https://www.hfsresearch.com/research/sutherland-insurance-cx/

China is called the world's factory. On one hand, China's supply chain services market supports a wide range of industries with great potential to generate value. On the other, there are complex and stringent trade and customs regulations. Hear the discussion about core tenets Neo Tangent uses to be successful in this evolving market, shared at the HFS 2024 Spring Summit.

Speakers:


Saurabh Gupta, President, Research and Advisory Services, HFS Research
Yash Chauhan, Global Head, Neo Tangent

Discussion topics covered:


The strategy behind the spinoff of Li & Fung and the new divisions formed: LF Data, LF Digital, and Neo Tangent for business operations.
The role innovation plays in Neo Tangent's approach to supply chain management.
The impact of recent global events on Neo Tangent operations and the broader Chinese supply chain.
Differing views on how adopting a China+1 supplier strategy affects the overall market complexion.
Biggest frustrations about today's business process outsourcing (BPO) model and how Neo Tangent will change it.

In this edition HFS Executive Research Leader David Cushman challenges Wipro’s global AI head and SVP, Brijesh Singh, on the true costs of using generative AI (GenAI).

You will learn:


What is the impact and costs of GenAI that is different from more traditional forms of AI?
And how can understanding the full TCO inspire enterprises to focus on creating value rather than simply cutting costs or boosting productivity with GenAI?

In this edition of Unfiltered Stories, Saurabh Gupta, President, Research and Advisory Services at HFS Research sat down with Matt Candy, Global Managing Partner for Generative AI at IBM Consulting, during IBM Think 2024 in Boston, MA. Together, they explore how enterprises can orchestrate value through trustworthy AI to help their employees in their daily work – taking the friction out of what they do, speeding up processes, making their lives easier, and freeing more time for creative thought and expression.

In this edition, Saurabh Gupta, President, Research and Advisory Services at HFS Research and Manish Goyal, VP & Senior Partner, Global AI & Analytics Leader at IBM Consulting discusses about GenAI, the current focus on productivity and the imperative to beyond, use case implementations related to GenAI, holistic approach to GenAI implementation, Public or private LLMs and the concerns related to GenAI.

Key points discussed includes:


It is important for executives to move beyond the focus on productivity.
Use cases for GenAI hold tremendous promise in fostering innovation.
Open source and closed models: There won't be a single winner, both have a role to play.
There needs to be more conversations on the disruption the technology can bring to society at large.