{"id":2372,"date":"2020-04-10T04:07:02","date_gmt":"2020-04-10T01:07:02","guid":{"rendered":"http:\/\/kusuaks7\/?p=1977"},"modified":"2025-02-06T05:38:41","modified_gmt":"2025-02-06T05:38:41","slug":"hfs-research-how-are-businesses-and-service-providers-coping-with-the-covid-19-paradigm-shift","status":"publish","type":"post","link":"https:\/\/www.experfy.com\/blog\/future-of-work\/hfs-research-how-are-businesses-and-service-providers-coping-with-the-covid-19-paradigm-shift\/","title":{"rendered":"HFS Research: How Are Enterprises And Service Providers Coping With The Covid-19 Paradigm Shift?"},"content":{"rendered":"\t\t
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\n\t\t\t\t\t\t\t\t\tNew research from HFS examines how enterprises and service providers are coping with the immediate and future challenges brought by Covid-19\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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HFS Research: how are businesses coping with the Covid-19 paradigm shift? <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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HFS Research: Covid-19<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe latest research from HFS looks at how enterprises and service providers are coping with the paradigm shift caused by Covid-19; asking the questions of what is actually going on and how is this unravelling.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tBusinesses have no choice but to adapt to this new environment if they want to retain any semblance of relevance for the times to come. So how fast are things evolving? How different is the new size and growth of IT and business services, and how will these take shape across technology<\/a>, business process management, analytics, automation and AI?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The phases of response to Covid-19<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tIn a\u00a0webinar unveiling the research, the CEO and chief analyst at HFS Research,\u00a0Phil Fersht<\/a>, examined how organisation\u2019s have responded to Covid-19.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tPhase 1: Crisis<\/strong>\u00a0\u2014 here leaders established work from home policies and initiated business continutiy planning. But, it was very much the case of planning day-to-day and week-to-week.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\nBusinesses are now entering\u00a0Phase 2: Stabilisation<\/strong>\u00a0\u2014 the situation has exposed things that businesses can and can\u2019t do. Now is the time to stay patient, because no one knows how long this situation will go on for and develop well thought out contingencies. In this phase, organisations should also get cash (know what\u2019s available) and pivot for survival.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tPhase 3: Realisation<\/strong>\u00a0\u2014 Fersht described this phase as\u00a0truly exciting. Beginning at the end of this month or the beginning of next \u201ccompanies will begin to place their bets,\u201d he said.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\u201cThe true financial impact to client and customers will emerge and then businesses should pivot again for emerging [successfully] in the post-Covid-19 environment. Different industries need to realise true plans for the future.\u201d\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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HFS Research: How Are Enterprises And Service Providers Coping With The Covid-19 Paradigm Shift?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\"The impact of the coronavirus on the UK tech sector: disruption ahead?\"<\/h4><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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What will be the overall impact of the coronavirus on the UK tech sector? Will the sector shrink? Will innovation be hindered? Or will it fact, thrive? Read here<\/a><\/p>\n<\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Short-termism<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThere is, however, an issue with organisation planning;\u00a0while businesses are preparing for the next two-three months, most individuals feel that the current situation last four to 12 months.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\u201cThere is some short-termism going on. There needs to be realisation that this will take a while to unravel and return to normal,\u201d continued Fersht.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The digital OneOffice<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tIn this new environment, enterprises need to develop an experience architecture that brings together the customer, partner and employee to form the forward strategy; how to buy or sell in a remote model or how to anticipate the needs of a digitally native world, for example.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\u201cThere is a new duality of who is serving the customer and who is the customer,\u201d said Fersht.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe OneOffice experience needs digital underbelly, intelligent support functions and predicitive digital insights to become an outcome driven front office that focuses on mobile and social interataction, touchless intratcion, real-time personalisation and customer-driven process design.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThere needs to be an ongoing partnership between IT and business to drive these outcomes.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A business opportunity<\/h3><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tAccording to the research, most enterprise clients are already feeling the need to change business priorities; 28% see emerging opportunities, 18% are hunkering down and rolling out cost saving measures, while 11% remain unclear in their approach.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe majority (82%) of initiatives focus on restructuring; moving workflow into remote environments, while there has been a 57% increase in designing new ways of operating in this envrionment to get ahead of competition \u2014 it represents an opportunity to change how enterprises do business and a reevaluate how they operate.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThere has also been an acceleration in automation initiatives; 18% have experienced a major increase and 48% have felt some increase \u2014 there is an opportunity to automate to avoid disruption.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tIt\u2019s a similar situation with AI investment with 48% of survey respondents experiencing some increase. Mainly, this has been the rollout of chatbots to take care of customer queries during these uncertain times. These are, by Fersht\u2019s own admission, \u201csimplistic and\u00a0more sophisticated digital associates will need more time.\u201d\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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HFS Research: How Are Enterprises And Service Providers Coping With The Covid-19 Paradigm Shift?\" <\/h4><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\"Covid-19 and digitalisation: 4 areas of tech set to boom post-pandemic\"<\/h4><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Mika Ruokonen, business director at Futurice, explores the boom of digitalisation during and after Covid-19 across four technology areas. Read here<\/a><\/p>\n<\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Market forecasts and scenarios for IT and business services<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tJamie Snowden<\/a>, chief data officer at HFS Research, examined the potential growth or stagnation for IT and business services.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tHe envisages three scenarios.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe first will follow a normal recession trajectory, which will be a continuation of market as we see it now.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe second will be\u00a0similar to bad recession, like 2008 or Dot-com bubble, where major decisions are halted and there will be a major decline in professional services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In the third scenario, businesses and society will continue to experience major additional disruption caused by social distancing\/lockdown. Business will not be \u2018as usual\u2019.<\/p>

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The resurgence of Core IT<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tCurrently, enterprises and providers are concerned about the stability and availability of Core IT. There are many providers competeing over same resources.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tOllie O\u2019Donoghue<\/a>, senior vice president, research at HFS, explained that this is now the priority; enabling a Core IT and management capability to provide staff with equipment, for example.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\u201cEnterprises are also concerned about whether their network can support mass remote access,\u201d he said.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tAnother Covid-19-related concern for organisations surrounds the ability to designate resources to support and monitor employee health as the virus continues to sweep through different populations.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u201cThe culture shock that is hard to grapple with,\u201d O\u2019Donoghue continued.<\/p>

According to the research, 45% of enterprises recognise the need to invest in IT and operations to support remote, decentralised teams, while most providers think they have what they need.t<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\tAlthough, 3% of providers need a great deal of additional investment in this area, compared to 1% of enterprises.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThe majority of spend is going on laptops, collaboration software and security.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tFor providers; 85% are focusing on better conferencing and collaboration software, 71% on file sharing and online storage 71%, 71% on re-platforming applications for cloud and 73% on temporary SaaS to facilitate remote working.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tThere has also been a significant growth in cloud and cyber investments to support secure and easier accessibility, although \u201ccloud maturity varies considerably by industry, some will be far from virtual nirvana,\u201d said O\u2019Donoghue.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tWhat does this all mean? Core IT has reclaimed its rightful place as an essential asset.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tSmart firms should focus on the immediate short-term IT solutions and then re-platform for this new environment. \u201cIf this reality becomes the new abnormal, the re-platforming [and re-strategising] for the long-term could become as important as short-term solutions,\u201d he continued.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\"How can businesses manage technology costs during the Covid-19 crisis\" <\/h4><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\"How can businesses manage technology costs during the Covid-19 crisis?\"<\/h4><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Henrik Nilsson, vice president EMEA at Apptio, explores how businesses can manage their technology costs during the Covid-19 crisis. Read here<\/a><\/p>\n<\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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What\u2019s going to happen with AI, automation and analytics?<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Automation has seen a lot of uptake, but scale has been a challenge. \u201cIt took this pandemic to create a burning platform for automation,\u201d according to\u00a0Eleanor Christopher<\/a>, senior vice president, research at HFS.<\/p>

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The increase in uptake of automation, analytics and AI, because of the coronavirus, has been remarkable.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\nThe need to transform has led to the need for integrated automation, which is the intersection between AI, automation and analytics, and people and processes.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The rebirth of BPM and the digital economy<\/h3><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tMoving into the final area of the research,\u00a0Saurabh Gupta<\/a>, chief research officer at HFS, explained that \u201cBPM services are expected to be hit the hardest and service providers searching for a surge in demand are likely to be disappointed.\u201d\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tHe continued: \u201cIn the post-Covid world, building a secure and resilient virtual human experience [will be essential]\u201d.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\tMoving forward, Gupta advised enterprises and service providers to focus on farming existing business verses hunting for new business. \u201cNew opportunities will emerge off the back of this,\u201d he said.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\u201cExecute for today, plan for tomorrow and think about the day after by enabling a global work from home workforce for ongoing operations, and expect more vendor consolidation,\u201d he added.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Businesses have no choice but to adapt to this new environment if they want to retain any semblance of relevance for the times to come. So how fast are things evolving? How different is the new size and growth of IT and business services, and how will these take shape across technology, business process management, analytics, automation and AI?  New research from HFS examines how enterprises and service providers are coping with the immediate and future challenges brought by Covid-19. Enterprises and service providers need to focus on farming existing business verses hunting for new business.<\/p>\n","protected":false},"author":635,"featured_media":32549,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[182],"tags":[108],"ppma_author":[3361],"class_list":["post-2372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-future-of-work","tag-future-of-work"],"authors":[{"term_id":3361,"user_id":635,"is_guest":0,"slug":"nicholas-ismail","display_name":"Nicholas Ismail","avatar_url":"https:\/\/www.experfy.com\/blog\/wp-content\/uploads\/2020\/04\/medium_7846d3d9-9e57-4968-8d69-64a8c8947899-150x150.jpg","user_url":"https:\/\/www.information-age.com\/","last_name":"Ismail","first_name":"Nicholas","job_title":"","description":"Nicholas Ismail is Editor at Information Age<\/a>.\u00a0 He writes original articles for the magazine and website, interviewing business leaders both on and off-camera while providing analysis for IT and business leaders on the latest technology trends disrupting the industry."}],"_links":{"self":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2372","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/users\/635"}],"replies":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/comments?post=2372"}],"version-history":[{"count":9,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2372\/revisions"}],"predecessor-version":[{"id":37232,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/posts\/2372\/revisions\/37232"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media\/32549"}],"wp:attachment":[{"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/media?parent=2372"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/categories?post=2372"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/tags?post=2372"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.experfy.com\/blog\/wp-json\/wp\/v2\/ppma_author?post=2372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}