While most analyst firms seem tired and antiquated, HfS Research is making its mark on the Business Process Outsourcing (BPO) space. To get the real deal on the success of HfS, Dennis and Jon headed to the HfS Research Boston office to talk with CEO Phil Fersht.

Dennis gets Phil to dish on the real-world approach that has won customer trust and resulted in Phil winning the IIAR “analyst of the year” award for two years running.  Phil also talks about the impact of BPO in the cloud and the trends he anticipates for 2012. Den manages to get Phil to share some of the HfS secret sauce: building communities around research.

Show Notes

:30 HfS research is growing – “the world of analysis isn’t dead”

1:20 How HfS is different – “we didn’t just hire ivory tower types and pontificate”

3:00 Customers respond to real talk from real practitioners

4:21 Blogging keys – delivering tough news with humor

5:30 What the heck is cloud BPO about?

7:10 Cloud BPO – not just labor arbitrage

8:15 Rethinking BPO processes in the cloud

9:52 BPO trends for 2012 include midmarket expansion

11:20 Not much BPO firm consolidation on the horizon

12:30 Phil gives away the HfS secret sauce