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/