In this intrepid conversation, Phil Fersht and Kathryn Stein discuss the evolving landscape of customer experience, the impact of AI on service delivery, and the cultural challenges faced in the workplace. Kathryn shares her insights from her career journey, emphasizing the importance of driving change within enterprises and the need for a strategic shift towards a more integrated approach to operations. They explore the future of work, the role of technology, and the necessity of adapting education to meet the demands of a changing job market.

Episode 4: Speed of Change – Featuring Katie Stein, CEO of IGT Solutions

In this compelling conversation, host Phil Fersht speaks with Jason Averbook—renowned HR leader and Senior Partner at Mercer—about the seismic changes reshaping the modern workforce. They explore the looming “humanistic recession” driven by AI, and how leaders must shift from “change management” to “change leadership.” Averbook warns that organizations failing to integrate human and machine teaming risk irrelevance, stressing that HR must move beyond counting heads to making heads truly count.

Episode 3: Fear of Becoming Obsolete – Jason Averbook, Senior Partner and Global Leader of HR Strategy at Mercer

In this Season 2 Bonus Episode of From the Horse’s Mouth, host Phil Fersht sits down with HFS President of Research and Advisory Services Saurabh Gupta for an in-depth discussion on the state of the services industry and the forces shaping its future. Reflecting on 2024’s economic turbulence, they explore the dual pressures of innovation demand and constrained budgets, as well as the evolving role of global capability centers and emerging technologies like blockchain and AI. Gupta emphasizes the industry’s need to shift from traditional people management to building competencies in product and ecosystem management to stay competitive. The episode serves as a thought-provoking analysis of how the services industry can adapt to a rapidly changing world, offering insights for 2025 and beyond.

Bonus Episode: Blurring Lines - Saurabh Gupta, President of Research and Advisory Services at HFS Research 

In the second episode of Season 2, Phil Fersht is joined by Nitin Rakesh, CEO of Mphasis, for an engaging discussion on the evolving landscape of the IT services industry in the age of AI and digital transformation. Drawing from his 30 years of experience, Rakesh highlights the critical inflection points shaping the sector, from the rise of cloud and mobile to the current AI-driven revolution. The conversation explores the challenges of adapting to rapidly shifting client demands, the growing importance of hybrid human-machine workforces, and the necessity for companies to invest in learning, innovation, and talent evolution to remain competitive. With insights on industry disruption, the future of talent, and the delicate balance between automation and human ingenuity, this episode offers a visionary perspective on the opportunities and challenges shaping the next decade of technology services.

Episode 2: The Trillion Dollar Question - Nitin Rakesh, CEO of Mphasis

In this Season 2 premiere episode, host Phil Fersht sits down with two industry titans—Bill McDermott, Chairman and CEO, ServiceNow, and Ravi Kumar, CEO of Cognizant—to explore the evolving landscape of enterprise technology. They discuss how “digital fluidity” and transforming work from rigid tasks into dynamic workflows enabled by AI-driven agents can reshape entire organizations. They also dive into how AI can turn operational data into strategic assets, the importance of trust and ethics, and why leadership and cultural shifts are key to navigating the next technological renaissance.

Season 2 Episode 1: The Next Wave - Bill McDermott, Chairman and CEO, ServiceNow, and Ravi Kumar, CEO of Cognizant

In this Season 1 Finale episode of From the Horse’s Mouth, host Phil Fersht engages in a direct, uncompromising dialogue with Scott Galloway, NYU Stern professor of marketing, co-host of the “Pivot” podcast, and host of “The Prof G Show.” Known for his candid takes on media, the economy, and technology’s sweeping impact, Scott unpacks the tensions underlying the 2024 U.S. election, the power and responsibilities of Big Tech, the rising challenges of loneliness—especially among young men—and why America, despite its divisions, still has abundant potential.

Scott also addresses his evolving views on AI, national service, and what’s needed to restore trust and unity in a fractious world. In a world grappling with political friction, concentrated wealth, and rising loneliness, this episode offers a candid assessment and a hopeful call to leverage resources, regulation, and personal connections to steer society toward a more stable, inclusive future.

Episode 7: The Future is Here - Professor Scott Galloway, Professor of Marketing at NYU Stern School of Business

In this engaging episode of "From the Horse's Mouth," host Phil Fersht welcomes two distinguished guests, Ian Barkin and Professor Tom Davenport, both renowned experts in the fields of emerging technology, automation, and data science. The conversation explores the transformative concept of citizen development and the democratization of technology within modern enterprises.

Ian shares his journey from leveraging global talent and arbitrage in outsourcing to pioneering Robotic Process Automation (RPA) a decade ago. He highlights how the focus shifted from simply using people to digitizing and emulating their work, emphasizing the trend of technology becoming more accessible and thus democratizing its use.

Tom complements this by discussing his background in analytics, big data, and AI. He notes that while he has less experience in the automation space compared to Ian, his expertise in data science provides a valuable perspective on how citizen development is reshaping organizations. The conversation stresses the importance of balancing enthusiasm for citizen development with the need for proper governance to prevent potential pitfalls.

Episode 6: New Wave - Ian Barkin & Professor Tom Davenport, Co-Authors of "All Hands on Tech"

In this episode, Phil Fersht engages in a thought-provoking discussion with Gary A. Bolles, a futurist, author, and thought leader specializing in the future of work and workforce transformation. Gary is the Chair for the Future of Work at Singularity University and co-founder of eParachute, a platform designed to help individuals navigate career transitions in our rapidly changing job landscape.

They explore the profound impact of exponential technologies, particularly artificial intelligence (AI), on the future of work and human experience. Gary emphasizes the importance of viewing AI as a powerful toolset rather than a co-pilot or co-worker, highlighting the necessity for a mindset shift, skill development, and effective utilization of new tools. He introduces the idea of "unlearning" outdated practices and encouraging opportunities for employees to embrace new ways of solving problems.

They discuss the importance of self-knowledge, setting personal learning goals, and making learning a team sport to enhance motivation and engagement.  The discussion ultimately highlights that by cultivating the right mindset, skill set, and tool set, we can navigate the future of work with confidence and purpose.

Episode 5: Ripple Effects - Gary A. Bolles, Chair for the Future of Work for Singularity University 

In this insightful episode, Phil Fersht sits down with Jonathan Normolle, a Danish-born luxury real estate agent, founder of NextGen Ventures, and star of Netflix's 'Owning Manhattan'. They delve into the evolving landscape of real estate, exploring how technology and social media are reshaping industry and the critical role of authentic human connections in today's tech-driven world.

Jonathan shares his unique journey, emphasizing the importance of networking and leveraging technology to build a successful career in real estate. He offers a candid look at the challenges facing Gen Z in the housing market, highlighting the widening gap between those who can afford property and those who cannot. The conversation also covers the innovative trend of converting corporate real estate into residential spaces post-pandemic, providing insights into how this could impact housing affordability in major cities like New York.

As the dialogue unfolds, Jonathan and Phil discuss the potential crisis of authenticity in an era dominated by AI and automation. They stress the need for genuine relationships and the power of being authentic as a means to stand out in a crowded digital landscape. The episode wraps up with Jonathan offering valuable advice to young professionals on forging their own paths while maintaining credibility and trust.

Episode 4: No Fast Way - Jonathan Normolle, Founder of NextGen Ventures and Star of Netflix's 'Owning Manhattan' 

In this provocative episode, Phil Fersht and Shelly Palmer, CEO of The Palmer Group, push the boundaries of the AI conversation, diving headfirst into the seismic shift triggered by reasoning engines.

Palmer, a trailblazer in the intersection of technology, media, and marketing, unpacks the radical changes reshaping the digital landscape. With the advent of AI systems capable of real-time reasoning and complex decision-making, we’re no longer dealing with mere tools - we’re cohabiting the planet with another form of intelligence. The implications are nothing short of revolutionary.

Palmer takes us through the next frontier in AI’s evolution, starting with OpenAI’s cutting-edge models, and explores how these advancements will transform industries, rewire human communication, and potentially disrupt the very fabric of society. They confront the darker side of this evolution - how AI’s unprecedented power can fuel misinformation, manipulate behavior, and blur the lines between reality and illusion in ways we’re not prepared for.

As the conversation deepens, Palmer and Fersht scrutinize the role of AI in shaping media narratives and political outcomes, especially as we face a future where AI-generated content could redefine elections and societal discourse. Palmer doesn’t hold back on his concerns about “artificial control,” where AI quietly dictates our actions, from the routes we take to the choices we make, without us even realizing.

The episode closes with a stark reminder: while AI opens up extraordinary new frontiers, it also demands a heightened level of awareness and responsibility. Palmer urges us to stay vigilant in guarding our human agency as this new intelligence becomes an undeniable force in our lives. This is not just an episode - it’s a call to action.

Episode 3: Artificial Control - Shelly Palmer, Professor of Advanced Media in Residence at the Newhouse School of Public Communications and CEO of The Palmer Group 

As technology rapidly evolves, the world has undergone a significant transformation. Society has shifted from being human-centered to a complex web of digital automation, AI, and human workers who support it. This rapid innovation outpaces regulations and threatens social mobility.

The rise of AI presents a critical challenge: how can businesses and policymakers ensure that AI enhances, rather than hinders, human creativity and innovation? Automating routine tasks could free up people for roles requiring creativity, problem-solving, and emotional intelligence, but it demands a focus on continuous learning and digital literacy.

The first season of From the Horse's Mouth: Intrepid Conversations with Phil Fersht explores the intersection of AI, work, and society, aiming to shape the future.

HFS Research

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