Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA.
He recently posted this 'AI continuum' on LinkedIn:
https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX
Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO.
https://www.hfsresearch.com/
https://www.linkedin.com/in/pfersht/
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March 2010 - Mark Hillary with Phil Fersht podcast
https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources/id216384010?i=1000404472875
