HfS Webinar Slides: Unveiling the Early Leaders Providing AI capabilities for the Digital OneOffice

© 2017 HfS Research, Ltd. Proprietary │Page 1
The Services Research Company
Unveiling the Early Leaders
Providing AI Capabilities
for the Digital OneOffice
An HfS Webcast Production
July 7th 2017
Phil Fersht
CEO and Chief Analyst
Phil.fersht@hfsresearch.com
Tom Reuner
SVP, Intelligent Automation & IT Services
Tom.reuner@hfsresearch.com

Overview:
• Industry analyst, author, speaker, strategist, entrepreneur and blogger
• 20 years’ in the global IT and business process outsourcing and shared
services industry spanning analyst and consulting roles
• Coined the As-a-Service Economy in 2014
• Coined The Digital OneOfficeTM in 2017
• Advised and on 100’s of global IT services, BPO and shared services
engagements
• Overseas the largest global network of enterprise services and operations
professionals
Career Experience:
• Founded HfS Research in 2010, overseeing an unprecedented growth story
in the analyst industry
• Practice Lead, Global IT Services & BPO Research, Gartner, Inc
• Global BPO Marketplace Leader, Deloitte Consulting
• Consulting Practice Head, IDC Asia/Pacific
• European IT Markets Practice Lead, IDC Europe
Education:
• BSc. Honors in Business & Technology, Coventry University, UK
• Diplôme Universitaire de Technologie in Business & Technology, University
of Grenoble, France
phil.fersht@hfsresearch.com
@pfersht
Web: hfsresearch.com
Blog: horsesforsources.com
Phil Fersht, CEO and Chief Analyst, HfS Research

B2B Digital Spend
Could reach $2
Trillion in
North America in
2020,
as high as $7
Trillion Globally

Investment
Banking
Retail Banking Insurance Technology

Retail Banking Pharmaceutical Government
Digital Renovation: Digital Transformations Create
Revenue Streams and Enhance Customer Engagement
Once a stodgy catalog
company, Argos has
undergone a digital
transformation to the
3rd largest online
retailer in the UK.
Argos now provides
an omni channel
experience through
linking online, mobile
and physical channels.
Online and mobile
spend now 50% of
revenue stream
European Financial
Group created online
bank Widiba to move
from a product
centric view to a
client centric one.
New front end system
allows for multiple
languages, high level
of personalization and
excellent user
experience. Widiba
attracted 20,000 new
1st customers within
3 months.
GSK’s new Digital
Platform was built to
deliver a better B2B
experience.
GSK has upgraded its
direct B2B purchasing
system to add multi-
device access and
new elements that
make purchasing
vaccines similar to a
consumer shopping
experience. Results
are an approx 3.2%
increase in buyers
Using predictive
analytics and social
media and connect
with the public. These
two approaches are
building trust within
the community and
preventing large scale
crime.
Estimate is timeliness
of information
reporting by the public
has increased 37%
since 2015

The Fundamentals
of a “OneOffice”
Organization
Standardized
Processes
Automated,
Real Time &
Converged
Data
Diverse Global
Workforce
Multiple Avenues
to Source Talent
on-demand
Flat
Structure
Dynamic Management

The Future of Operations: The Digital OneOfficeTM Organization

tom.reuner@hfsresearch.com
@tom_reuner
Overview
▪ Tom Reuner is Senior Vice President, Intelligent Automation and IT
Services at HfS. Tom is responsible for driving the HfS research agenda
for Intelligent Automation and IT Services. Automation cuts across the
whole gamut ranging from RPA to Autonomics to Cognitive Computing
and Artificial Intelligence. This includes increasingly the intersections of
unstructured data, Analytics, and Cognitive Automation while mobilizing
the HfS analysts to research Intelligent Automation dynamics across
specific industries and business functions. Furthermore, he is supporting
HfS’ push to disrupt IT Services research by focusing on application
services and testing. A central theme for all his research is the increasing
linkages between technological evolution and evolution in the delivery of
business processes.
Previous Experience
▪ Tom’s deep understanding of the dynamics of this market comes from
having held senior positions with Gartner, Ovum and KPMG Consulting
in the UK and with IDC in Germany where his responsibilities ranged
from research and consulting to business development. He has always
been involved in advising clients on the formulation of strategies,
guiding them through methodologies and analytical data and working
with clients to develop impactful and actionable insights. Tom is
frequently quoted in the leading business and national press, appeared
on TV and is a regular presenter at conferences.
Education
▪ Tom has a PhD in History from the University of Göttingen in Germany.
Tom Reuner, SVP, HfS Research

AI is Hyped, Inflationary, Undefined, yet Starting to Become
Pervasive

Just like Intelligent Automation, AI Should Be Seen as
Continuum
AI
Neural
Networks
Autonomics
Virtual
Agent
Machine
Learning
Image
Recognition
Machine
Reasoning Natural
Language
Processing
Chatbot
Deep
Learning
Computer
Vision
Speech
Recognition
Knowledge
Represen-
tation

© 2017 HfS Research, Ltd. Proprietary │Page 11© 2017 HfS Research Proprietary │Page 11
AI Building Blocks (Examples)
Technology: Nuance, Cortana, Alexa
Use cases: voice recognition, conversational services
Technology: Google DeepMind, Tensorflow, Loop AI, Microsoft Cognitive Services
Use cases: integration of data on an industrial scale, pattern recognition without
ontology or knowledge base, analysis of dark or IoT data
Technology: IPcenter, HIRO, ignio, HOLMES
Use cases: password reset in IT help desk, self-healing IT environment
Technology: IBM Watson, Amelia, LivingActor, Accenture myWizard
Use cases: substitute of IT and business agent, virtual data scientist, virtual scrum
master, mortgage broker advisor
Technology: HIRO, ignio, HOLMES
Use cases: discovery in accounting, KYC, batch management
Technology: AntWorks, AlchemyAPI, Clarifai
Use cases: pattern recognition in images, integration of handwriting
NLP
Machine/
Deep
Learning
Neural
Networks
Virtual
Agents
Auto-
nomics
Computer
Vision

User Journey from Unstructured Request to Execution
Customer
requests
Virtual Agent
Standard
transactions
Self-service
forms
Dynamic Case
Flow Mgt.
• Unstructured
forms of
requests
• Different media
• Conversation
• Knowledge
infusion
• Natural
language
processing
• Analytics
• Transactions
that comply
with standard
operating
procedure
• Knowledge
base
• Interactive
forms
• Service
catalogue
• Governance
• Orchestration
of interactions
and workflows
Bots
Chat
Knowledge
database
NLP
• Extraction of
data
• Execution of
requests
• Scheduling
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Scope
Definition of "The AI-Powered OneOffice“
The AI-Powered OneOffice is enabled by a broad set of automation and process
technologies and approaches with AI advancing the decoupling of service delivery and labor
arbitrage. Thus, AI is key enabler to move toward notions of unattended, increasingly
touchless automation. However, there is a blurred perception between AI and Cognitive
Computing, with the latter being a sub-set of AI. While we acknowledge that RPA tools are
evolving toward integrating AI capabilities, they are not in scope ion this study.
Against this background, for the purpose of this study, we understand AI as the simulation of
human thought processes across the front, middle and back office of the enterprise, where
the system makes autonomous decisions, using high-level policies, constantly monitoring
and optimizing its performance and automatically adapting itself to changing conditions and
evolving business rules and dynamics.
It involves self-learning systems that use data mining, pattern recognition and natural
language processing to mimic the way the human brain works, without continuous manual
intervention. In this context, AI is helping erode the silos across business functions to drive
real-time predictive capabilities and an engaging digital experience that unifies all the
stakeholders across the organization: the customers, partners and employees.

Key Issues Advancing Service Delivery and Integrating AI
How do organizations integrate (increasingly unstructured)
data on an industrial scale into delivery backbones?
How do you manage those data sets (clean, annotate,
structure, pre-process etc.)?
How do you derive meaning and insights from those data
sets?
How do you route customer specific data from interaction
all the way to execution?

The Long and Difficult Journey Toward Data-Centric Model
Supervised
Learning
Unsupervised
Learning
Deep
Learning
Insights, Meaning
Data,
Input
Applied
Learning
Process,
Production
Identify &
Acquire Data
Store, Structure,
Pre-process Data
Analyze Data via
Machine Learning &
Similar Approaches
Integrate into
Production

© 2017 HfS Research, Ltd. Proprietary │Page 16© 2017 HfS Research Proprietary │Page 16
Endgame: Vertically infused data and insights?!
Insights, Data
Vertical Processes
Vertically infused
insights and data
BPaaS, BPO as-a-stack,
Industry platforms.
Machine learning,
Neural networks,
Enterprise search,
Artificial intelligence
Analytics

Key Developments Shaping the Build-out of AI
▪ Broadly speaking, AI has a different starting point
than RPA; crucially AI has much more depth and
scale
▪ Focal point is the integration of data into service
delivery on an industrial scale
▪ Early development phase sees organizations
pursuing AI solutions with a “bolt-on” approach,
applying AI at the edge of the enterprise
▪ As the market matures, AI will disrupt enterprise
architectures and enterprise software
▪ Mega-ISV ecosystems evolving strongly:
Microsoft, Google, AWS
▪ Even though IBM is struggling to convey strategic
parameters, Watson partner ecosystem is
starting to take shape
▪ Chatbots are low level and commodity. Virtual
Agents routing customer requests all the way to
execution

AI-Powered: Methodology & Scoring (1)
 Building on HfS OneOffice Premier League Table and 2016
Intelligent Automation Blueprint
 Questions in RFI:
• What is your vision as well as your investments in AI that can enable the Digital
OneOffice and innovate service delivery?
• How are you organized to deliver AI and how are you integrating AI into your
service delivery organization?
• What methods are you deploying to train staff in AI related disciplines (Both IT and
non IT)?
• How do you manage to scale AI deployments?
• What are the main use cases for integrating AI?
• What are your main partnerships in AI (both technology and services firms)?
• What is your strategy in terms of developing proprietary AI solutions versus
partnering with third party apps?
• What are examples of successful deploying AI for clients? Where are you having
most success / challenges – both by industries and processes?
• What do you think will be the impact of AI on governance, testing and talent in the
next couple of years?
• What is your outlook and roadmap on AI for the next two years?

AI-Powered: Methodology & Scoring (2)
 Scoring:
• AI-specific:
• Vision as well as Investments in AI that can Enable the Digital OneOffice and
Innovate Service Delivery (25%)
• OneOffice Fundamentals:
• Fostering genuine Digital Customer, Partner and Employee Engagement (10%)
• Embedding Design Thinking Techniques to achieve Continuous Digital Outcomes
(5%)
• Building a Scalable Digital Underbelly that Automates and Digitizes (25%)
• Achieving an Intelligent Digital Support Function without Hierarchies and Silos
(10%)
• Establishing Intelligent, Cognitive Processes that Promote Predictive Decision
Making (25%)

Call to Action for All AI Technology Providers
▪ HfS will follow up on this research with a
heatmap on innovative technology
approaches in AI
▪ Do get in touch in you are interested to
work with us on that
▪ We are keen to learn more about
innovative approaches and compelling use
cases
▪ As with this research the context is service
delivery
▪ If interested, drop me a line at:
tom.reuner@hfsresearch.com

The Artificial Intelligence OneOffice Premier League
Coming soon – www.hfsresearch.com/research

Hear from industry leaders to learn how they have experienced our events
www.youtube.com/watch?v=y3XIhy9HSi0 www.youtube.com/watch?v=fvpSzcxjRQM www.youtube.com/watch?v=k7MkpXG-hys
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HfS Research: The Services Research Company
HfS Research is The Services Research Company™—the leading analyst authority and global community for business operations and IT
services. The firm helps enterprises validate and improve their global operations with world-class research, benchmarking and peer
networking. HfS Research was named "Independent Analyst Firm of the Year for 2017" by the Institute of Industry Analyst Relations
which voted on 170 other leading analysts. HfS Chief Analyst, Phil Fersht, was named Analyst of the Year in 2017 for the third time.
HfS coined the terms "The As-a-Service Economy" and "OneOffice™", which describe HfS Research's vision for the future of global
operations and the impact of cognitive automation and digital technologies. HfS' vision is centered on creating the digital customer
experience and an intelligent, single office to enable and support it. HfS’ core mission is about helping clients achieve an integrated
support operation that has the digital prowess to enable its enterprise to meet customer demand - as and when that demand happens.
With specific practice areas focused on the Digitization of business processes and Design Thinking, Intelligent Automation and
Outsourcing, HfS analysts apply industry knowledge in healthcare, life sciences, retail, manufacturing, energy, utilities,
telecommunications and financial services to form a real viewpoint of the future of business operations.
HfS facilitates a thriving and dynamic global community which contributes to its research and stages several OneOffice™ Summits each
year, bringing together senior service buyers, advisors, providers and technology suppliers in an intimate forum to develop collective
recommendations for the industry and add depth to the firm’s research publications and analyst offerings.
Now in its tenth year of publication, HfS Research’s acclaimed blog Horses for Sources is the most widely read and trusted destination
for unfettered collective insight, research and open debate about sourcing industry issues and developments.
HfS was named Analyst Firm of the Year for 2017, alongside Gartner and Forrester, by leading analyst observer InfluencerRelations.

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