Phil Fersht

Chief Executive Officer @Hfs Research

Phil Fersht is widely recognized as the world\'s leading industry analyst focused on the reinvention of business operations due to technological innovations and the globalization of talent. He identifies change agents that enable organizations to streamline digital operations, access rapid and critical data to base decisions, and exploit the increasingly available global base of talent. He coined the term “Generative Enterprise™” in 2023, articulating the pursuit of AI technologies based on LLMs and ChatGPT to reap huge business benefits to organizations in terms of continuously generating new ideas, redefining how work gets done, and disrupting business models steeped in decades of antiquated processes and technology. His reputation drove him to establish HFS Research in 2010; it has grown into one of the leading industry analyst firms and the undisputed leader in IT business services and process technologies research. In 2012, he authored the first analyst report on robotic process automation (RPA) to introduce this topic to the industry. He is widely recognized as the pioneering analyst voice that created and inspired today\'s automation, analytics, and AI industry. Fersht coined the term \"OneOffice™\" in 2016 to describe the foundation of the hybrid (physical-virtual) 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 the front and back offices collapsed into a single office where employees are empowered and motivated by common outcomes and values. Prior to founding HFS in 2010, Phil held various analyst roles for Gartner (AMR) and IDC, and he 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 strategy, outsourcing, and global business services engagements.