From the Horse's Mouth: Intrepid Conversations with Phil Fersht

In this conversation, Phil Fersht and Todd Lohr discuss the evolving landscape of technology consulting, particularly in the context of AI and ecosystems. Todd shares insights on KPMG's strategic shift towards ecosystem partnerships, the impact of AI on business models, and the importance of addressing workforce concerns amidst technological advancements. They explore the future of services, the trend towards onshoring, and the necessity for enterprises to adopt intentional ecosystem strategies to navigate the complexities of the modern business environment.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

In the latest episode of From the Horse's Mouth, Phil Fersht sits down with Heather E. McGowan to discuss the powerful currents reshaping the world of work. They explore how the "riptide of change"—a convergence of rapid technological advances, shifting demographics, and evolving societal norms—is impacting human connections in the workplace. Heather offers insights on how leaders can navigate these forces by fostering empathy, purpose, and genuine relationships within their teams. They also examine the role of generative AI, considering how to integrate new technologies without losing the human element essential for innovation and resilience. Listeners will come away with practical strategies for embracing change instead of resisting it. Heather highlights that by nurturing empathy and authentic connections, leaders can steer their organizations through uncertain waters. The episode wraps up with actionable advice on harmonizing technological advancements with the human touch, empowering teams to become more adaptable, united, and ready to face the future.

Searching amongst the digital rubble for a kernel of truth, Phil Fersht and bestselling author and regular contributor to Good Morning America, Laura Gassner Otting dismantle the myths of modern work culture, dissecting everything from post-pandemic office politics to the raw truths of leadership. They challenge the notion of "following your passion," exposing the grit behind true perseverance. With insights grounded in both global assessments and personal experience, Phil and Laura offer an unapologetic critique of today's workplace dynamics, the growing disconnect between leadership and employees, and the unvarnished effort required to align personal ambition with organizational impact. This episode dares listeners to rethink what it truly means to lead, engage, and grow in a world that's constantly shifting beneath our feet.

In this razor-sharp episode, Phil sits down with John Hagel III, a seasoned technology leader with over 40 years in Silicon Valley, to explore the deep-rooted changes shaping the tech industry. Reflecting on his decades of experience, from founding Deloitte's Center for the Edge to senior roles at Atari and McKinsey, Hagel offers a unique lens on the rapid evolution of technology. They discuss the pivotal role of AI in today's landscape, comparing the current wave of innovation to the early days of the internet, while emphasizing the interconnected nature of emerging technologies like quantum computing. Hagel also challenges the traditional motivations behind technological adoption, contrasting fear-driven urgency with the potential of opportunity-driven transformation. He examines why most decision-makers are hesitant about AI, even as it promises exponential change. Throughout the conversation, Hagel critiques the slow pace of enterprise innovation, highlighting the burden of legacy systems and technical debt. He advocates for a shift from "scalable efficiency" models to "scalable learning," suggesting that the future lies in nurturing adaptability and growth rather than focusing solely on cost-cutting.

In this episode, Phil Fersht interviews Ravi Kumar S, CEO of Cognizant, to examine the shifting dynamics of the tech services industry.  They explore whether the recent industry slowdown is a fleeting downturn or indicative of deeper structural changes, while also unpacking the ripple effects of rising capital costs and geopolitical turbulence.  Ravi talks about how companies are recalibrating their focus toward more sustainable, value-driven technology investments, moving away from discretionary spending. Drawing on a study with Oxford Economics, Ravi challenges the common narrative of AI as a mere cost-cutting tool, positioning it instead as a catalyst for amplifying human potential, bridging productivity gaps, and driving economic growth. He draws parallels to past tech revolutions like offshoring and cloud adoption but argues that AI holds a deeper promise - one that could not only streamline operations but also dismantle technical debt and revolutionize software development processes.

From the Horse's Mouth: Intrepid Conversations with Phil Fersht isn't just another tech podcast - it's a reality check on the world of technological disruptions; examining the role of responsible innovation in building a more sustainable and enlightened future. With Phil's unapologetic style, our listeners will be treated to deep, no-nonsense analysis and diverse perspectives that are essential for those looking to understand the future implications of current and emerging technologies. Each episode will feature candid, thought-provoking conversations, promising invaluable insights and a refreshingly honest perspective on the complex interplay between technology, business, and ideological systems. Don't miss the three-part premiere of Season One: Generation AI - Applied Intelligence & the Future of Work. It hits the airwaves on Friday, September 27th at 11:00 am EDT and features: ⭐️ Laura Gassner Otting [https://www.linkedin.com/feed/#], Wall St Journal best-selling author of 'Wonderhell', a regular contributor to Good Morning America, the TODAY Show, and Oprah Daily. ⭐️ John Hagel [https://www.linkedin.com/feed/#], Futurist, Best Selling Author of 'Journey Beyond Fear.' ⭐️ Ravi Kumar S [https://www.linkedin.com/feed/#], CEO of Cognizant and services tech visionary.

How do you drive transformation when every global signal is flashing red, yellow... and green? In this episode of From the Horse's Mouth, Phil Fersht sits down with Manish Sharma, CEO of  Accenture's North America business, to talk about navigating talent, geopolitics, trust, and transformation in an age of relentless change. They delve into the "rebalancing" of globalization, exploring how the future of service delivery is shifting, why AI maturity is about people, not just technology, and what global business leaders are still getting wrong about partnerships and accountability. What You'll Hear in 30 Minutes • How "re-globalization" is reshaping service delivery • Why automation alone isn't enough • What boards really want from providers today • The shift from cost to value: New KPIs for transformation • The talent mindset needed for the AI-first world • How Accenture is approaching trust, transformation, and partnerships Guest Snapshots Manish Sharma is the CEO of North America at Accenture, leading the firm's largest market. Formerly Accenture's Chief Operating Officer and Group Chief Executive of Operations, Manish has been instrumental in evolving the global services landscape—from pioneering intelligent operations to advocating for borderless talent.  His leadership spans transformation at scale, digital reinvention, and deeply human leadership. Recognized as one of the top thinkers in global services and operations, Manish blends global delivery expertise with a sharp lens on what's next. Timestamps 00:00 – Intro and welcome 02:05 – From India to North America: Manish's journey and leadership lens 05:10 – The new rules of globalization: Borders, supply chains, and trust 08:40 – Are delivery centers obsolete? Manish on the future of service delivery 11:00 – Why AI maturity isn't just about tech—it's about people readiness 13:45 – Rethinking partnerships: From FTEs to outcomes 16:20 – The boardroom's new obsession: How to turn insights into execution 20:00 – Manish's challenge to the industry: "Don't just automate. Re-imagine." 23:30 – Lightning round: What's next for services, skills, and leadership 26:00 – Wrap-up Explore More • Manish Sharma on LinkedIn: https://www.linkedin.com/in/manish-sharma-bbb1a1 • Accenture North America: https://www.accenture.com/us-en • Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/ • More insights from HFS: https://www.hfsresearch.com/

Global alliances are shifting. Tech stacks are splitting. And social media is reshaping democracy in real time. In this electrifying episode, Fareed Zakaria, a renowned journalist, CNN host, and global affairs analyst, joins Phil Fersht to unpack the messy intersection of politics, AI, and power.   What You'll Hear in 30 Minutes  * Why Fareed says global allies are hedging their bets on America  * The new Cold War over tech stacks: Chinese vs. non-Chinese  * Social media's algorithmic grip on democracy  * Are we facing the systemic breakdown of compromise?  * Why the next election might hinge on a TikTok  * Urban America's affordability crisis: housing, healthcare, education  * What Gen Z's radical turn means for politics  * How Fareed is fighting back against digital distraction (spoiler: karaoke is involved)   Guest Snapshot  Fareed Zakaria is a globally recognized journalist, author, and host of CNN's Fareed Zakaria GPS [https://www.cnn.com/shows/fareed-zakaria-gps]. Known for his razor-sharp commentary on international affairs, economic policy, and technology, Fareed has been a leading voice on globalization, democracy, and disruption for decades. His work appears in The Washington Post, CNN, and bestselling books like The Post-American World [https://www.amazon.com/Post-American-World-Fareed-Zakaria/dp/039306235X] and Ten Lessons for a Post-Pandemic World [https://www.amazon.com/Lessons-Post-Pandemic-World-Fareed-Zakaria/dp/0393542130].    Timestamps  00:00 – Welcome and Introduction   00:36 – Global Alliances Are Fraying   02:41 – The Bipolar Tech Stack: US vs. China   04:42 – Nvidia, Intel, and Chips in Geopolitics   06:44 – Democracy, AI, and the Social Media Machine   09:45 – Charlie Kirk, Virality, and Political Radicalization   13:05 – The Power (and Danger) of Algorithms   15:40 – Is the American Dream Still Alive?   18:30 – The Urban Crisis of Affordability   20:22 – Why Gen Z is Embracing Radical Ideas   21:59 – How social media is Rewiring Our Brains   24:20 – Deep Work, Human Connection, and Staying Sane   26:30 – Fareed's Final Reflection   Explore More  * Fareed Zakaria on LinkedIn [https://www.linkedin.com/in/fareed-zakaria-7098ba24b] * Phil Fersht on LinkedIn [https://www.linkedin.com/in/pfersht/] * More from HFS [https://www.hfsresearch.com/] Related Episodes:  * Pascal Bornet: Lead with Agentic AI — or Risk Being Replaced [https://www.youtube.com/watch?v=ijJqId6UoqQ] * May Habib: Why Agentic AI Needs Guts, Grit - and the Human Touch [https://www.youtube.com/watch?v=6v9C3t7Z5LE]

Ron Walker, Head of Global Managed Services at KPMG, sits down with Phil Fersht to unpack how AI is reshaping services—and why enterprise leaders can't afford to wait.   They explore the "Kodak moment" facing traditional tech firms, the critical shift from vendor to value partner, and why platform-enabled services are rewriting the outsourcing playbook. This is not your typical vendor chat—Ron gets candid about contracts, cost pressures, talent strategy, and the rise of agentic delivery models.  If you've ever asked, "Where is this all going?" — this episode answers it.  What You'll Hear in 30 Minutes  • Why AI is forcing enterprises to rethink their entire services stack  • How geopolitical volatility is accelerating automation investments  • The rise of agentic delivery—and what it means for your contracts  • Why smart, curious generalists will define the next wave of talent  • The one thing every enterprise must do right now  Guest Snapshots  Ron Walker is the Global Head of Managed Services at KPMG, where he leads the firm's vision for reinventing managed services in the AI era. With deep roots in consulting, outsourcing, and global transformation, Ron is at the forefront of building outcome-based delivery models that blend human expertise with intelligent automation.  A trusted advisor to Fortune 1000 enterprises, Ron is passionate about aligning tech, talent, and trust to meet the demands of a volatile, high-speed digital economy.  Timestamps  00:00 – Welcome and Backstory  01:05 – How Trade Volatility Is Reshaping Global Services  02:50 – 83% of Enterprises Are Accelerating AI—What That Really Means  05:16 – From Talent at Scale to AI at Scale  07:30 – Machines Now Outperform Humans—Where Does That Leave Us?  08:52 – Reinventing Contracts for an Agentic Future  10:40 – The New Economics of Outsourcing  12:33 – Why Service Providers Must Become Educators  14:57 – KPMG's Hybrid Model: Productization + Partnership  16:40 – Redefining Talent for a Platform-Enabled World  19:03 – Vibe Coding, Agentic AI, and the Next Phase of Work  22:40 – Ron's One Piece of Advice for Enterprise Leaders  24:13 – Will We See a New Wave of Transformational Outsourcing?  25:32 – The Big Four + Scalers: Why Collaboration Is Key  Explore More • Ron Walker on LinkedIn: https://www.linkedin.com/in/ronwalkerkpmg/ • KPMG's AI Thought Leadership: https://kpmg.com/xx/en/our-insights.html • Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht/ • More from HFS on Agentic AI: https://www.hfsresearch.com/

When you spin out of one of the world's largest agribusiness supply chains with the ambition to reimagine enterprise services, people take notice. In this episode, Suresh Sundararajan, CEO and Co-Founder of Mindsprint, joins HFS CEO Phil Fersht to unpack what it really means to be an AI-first services firm, and how legacy becomes leverage when you're bold enough to build. From training 3,000+ employees on AI tools to launching outcome-based pricing models for P2P and procurement, Suresh shares his honest view on tech disruption, change management, and why the small and agile are beating the big and slow. What You'll Hear in 30 Minutes • The birth of Mindsprint from agribusiness giant Olam • What being "AI-first" means inside and out • Scaling AI adoption across a 3,200-person workforce • Why change management—not tech—is the bottleneck • How outcome-based pricing is disrupting traditional service models • Why smaller firms are thriving in the new enterprise tech landscape • Suresh's personal mission to lead by doing—and upskill everyone Guest Snapshots Suresh is the CEO and Co-Founder of Mindsprint, a next-gen tech services firm born out of Olam Group—one of the world's largest agri-business supply chains. With over 30 years at Olam, Suresh brings a rare combination of operational depth, strategic foresight, and entrepreneurial grit. He's on a mission to prove that smaller, sharper firms like Mindsprint can move faster, lead AI transformation, and offer differentiated services at scale—all while being deeply human-centered in execution. Timestamps 00:00 – Welcome and origins of Mindsprint   01:15 – Spinning out of Olam: The backstory   03:29 – Why Mindsprint chose independence over division   06:57 – What it *really* means to be AI-first   08:57 – How Suresh trained 95% of employees on AI   09:42 – The reality of change management   12:29 – What happens when AI frees up time?   14:42 – How jobs and skillsets are evolving   17:02 – Adding 45 new logos in 18 months   19:40 – From FTEs to outcome-based pricing   21:58 – Selling services like software   24:49 – Global expansion and unexpected growth in APAC   27:00 – Advice for tech and non-tech leaders on AI transformation   30:13 – The productivity + innovation equation   31:44 – Wrap-up and parting thoughts  Explore More • Mindsprint: https://www.Mindsprint.org • Suresh Sundararajan on LinkedIn: https://www.linkedin.com/in/sureshsundararajan • Phil Fersht on LinkedIn: https://www.linkedin.com/in/pfersht • HFS Research on Agentic AI: https://www.hfsresearch.com