Elena Christopher

Elena Christopher is Senior Vice President–Research at HFS. Elena leads HFS’ coverage of banking and financial services (BFS) informed by more than two decades of collaboration and advisory work with financial services firms across banking, capital markets, and regulatory compliance. Her industry alignment is complemented by her emerging technology coverage of Triple-A Trifecta change agents—AI, automation, and smart analytics. Elena helps HFS maintain its position as the strongest impact thought leader for business operations and IT services research.

Elena brings more than 25 years of IT and business process services expertise to HFS, having served as either an advisor or vendor partner for major clients in industries such as financial services, high-tech, communications, retail, automotive and energy. She most recently led Strategy & Portfolio for Conduent’s (formerly Xerox Services) Commercial business. Her previous roles include Managing Director, Research, Risk & Compliance at DTI where she built and ran their risk and compliance outsourcing practice; Vice President, Financial Services at Mobius Knowledge Services where she launched their Reference Data practice; Vice President, Research & Analytics at OfficeTiger/RR Donnelley, where she built one of the first successful offshore Knowledge Process Outsourcing (KPO) practices; and Global Research Director, Gartner, where she provided research and advisory services to consumers and purveyors of IT and business process services.

Elena holds a Bachelor of Arts degree in Sociology and Anthropology (cum laude) from Lewis and Clark College. She resides outside Washington, DC with her husband and two children. She is an avid runner, delights in cooking friends tasty food and traveling off the beaten path with her family.

Content By Elena Christopher

Highlight Report

Capgemini's Financial Services TechnoVision 2021 framework is more than meets the eye

As enterprises emerge from the COVID-19 shock, they have started working on their technology strategies to thrive in the post-pandemic era. In our increasingly complex world, businesses must adjust their strategy fluently to the disturbances, challenges, and opportunities they encounter....

Hot Vendor

HFS OneOffice™ Hot Vendors: Q2 2021

The HFS OneOffice™ Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the OneOffice. HFS analysts regularly speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS...

Highlight Report

Robocorp RPA is coming for the middle market

Robocorp Technologies Inc. is on a mission to bring robotic process automation to more enterprises after landing a $21 million early-stage round of funding. The deal follows hot on the heels of Robocorp being named a OneOffice Hot Vendor in...

Top 10 Report

Banking and Financial Services - The Best of the Best Service Providers 2021

The 2021 HFS Top 10: Banking and Financial Services—The Best of the Best Service Providers report examines the capabilities of the world’s largest service providers and how they support BFS firms. We assessed and rated the industry-specific service capabilities of...

Market Analysis

Banking and Financial Services Formidable Challengers 2021

The HFS Market Analysis: Banking and Financial Services Formidable Challengers report features eight IT and business process service providers offering differentiated approaches to meeting the industry-specific needs of banking and financial services clients. They may not be as large as...

Highlight Report

Coforge accelerates its BFSI focus through SLK Global acquisition

Major business pivots have been the talk of the last year, be it BrewDog shutting down their brewery to produce hand sanitizer or the local barbers offering virtual hairdressing lessons – the pandemic has forced every savvy enterprise to rethink...

Highlight Report

Xceptor drives industry-specific automation for BFSI firms fresh out of low-hanging fruit

There’s a lack of industry-specific solutions in the automation space, and we’ve discussed it in our previous research, explaining that countless vendors prefer to develop general-purpose solutions. It’s easy to see why this is often the preferred route; it allows...

Hot Vendor

Hot Vendors Compendium 2018-2021

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the HFS OneOffice. HFS analysts speak with numerous exciting startups and emerging players and designate a select group as the HFS Hot...

Highlight Report

ElectroNeek carves partner-friendly RPA niche with unlimited bots

RPA vendor ElectroNeek’s mid-sized enterprise and Managed Service Provider-friendly (MSP) model saw its license revenues soar 400% in 2020 – and the company reach a valuation of $105m on a $20m raise of Series A funding in June 2021. ElectroNeek...

Highlight Report

What UiPath may be best at is listening to customers

UiPath’s latest platform upgrade to version 21.4 highlights four key angles – continuing its quest to be the biggest (not just the loudest) Big 3 RPA vendor. The updates represent a sort of holistic approach to addressing customer needs as...

Highlight Report

Laiye eyes expansion with recent funding and new leadership

Sometimes dubbed as UiPath’s equivalent in China, Laiye is an intelligent automation platform provider based in Beijing, China. It was founded in 2015 by Ivy League Ph.D. graduates. Its RPA product, Laiye RPA, was launched in 2019, after its merger...

Highlight Report

Roboyo acquires AKOA and stakes claim to intelligent automation services crown

Roboyo is claiming the crown of ‘world’s biggest intelligent automation professional services company’ with its acquisition of Stockholm-based Another Kind of Automation (AKOA). The two had been going toe-to-toe for business in the DACH area (Germany-Austria-Switzerland) making this deal an...

Highlight Report

EY keeps it simple with its EdgeVerve alliance

If there’s one thing we see, it’s an endless stream of press releases announcing the latest and greatest partnerships and alliances between Company X and Company Y. While there are certainly some eye-catching announcements, which leave enterprise executives excited at...

Market Analysis

Robotic Process Automation (RPA) Software Products Analysis — Asia Pacific

The 2021 HFS Market Analysis: Robotic Process Automation (RPA) Software Products—Asia Pacific spotlights seven leading RPA product vendors catering to the Asia Pacific market. While they are notable for their growth, functionality, and client portfolio, they are distinguished by the...

Highlight Report

Camunda got to Mars. With $100m they can go further

Camunda's open-source approach has already delivered some impressive reach – as far as Mars if you include NASA's use of their open-source automation to process data from the Perseverance lander. The Germany-based company has raised a $100m in its latest...

Highlight Report

Blue Prism must stay focused on enterprise-scale value

The market messaging of the Big 3 RPA firms is converging – whether it’s under the banner of cloud, enterprise-grade automation, or their products’ usability by developers and business users. Blue Prism has always owned the enterprise-level automation narrative; to...

Highlight Report

HFS Highlight: Automation Anywhere must differentiate its legitimate cloud-nativeness

Automation Anywhere (AAI) doubled down on its ambitious cloud narrative at Imagine 2021 – although no new announcements were made. Its march towards following UiPath in going public continued as a new CFO and COO with prominent IPO and cloud...

Highlight Report

HFS Highlight: Appian bets on simplified pricing to scale enterprise impact

The digital demands of the pandemic proved the benefits of low-code in delivering the agility now demanded by a change-hungry, fast-paced, new ‘business metabolism’ in the enterprise, says Appian CEO Matt Calkins. Appian has responded with all-you-can-eat pricing to encourage...

Highlight Report

HFS Highlight: Workato doubles down on Europe after surge in customers and use

Workato’s integration-led automation capabilities have made it a hit in Europe with a 289% increase in data use on its platform in the EMEA region in the last 12 months. By way of response, the business is doubling its investment...

Highlight Report

HFS Highlight: Hive brings cloud-enabled AI to the battle against hate speech – and bags $50m in Series D funding

A cloud-enabled AI start-up, with a crowdsourced two-million-strong distributed workforce and a timely solution to tackle content moderation in social media, has raised $50m of Series D on a $2b valuation. San Francisco-based Hive has established a strong presence for...

Point of View

Mphasis’ next act—applied innovation in the digital dog years

Since Nitin Rakesh took the helm as CEO in January 2017, Mphasis’ laser-like focus on applied emerging tech has enabled a remarkable turnaround, sustained growth, and notable acceleration during the 2020 pandemic year. As we progress through 2021, hopeful but...

Top 10 Report

Snapshot: RPA Software Products 2021

The robotic process automation (RPA) market has changed substantially in the last year. As the global pandemic shone a bright light on the precise state of every enterprise’s digital maturity, or lack thereof, the need for RPA was further cemented...

Hot Vendor

HFS OneOffice Hot Vendors Q1 2021

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Point of View

BFSI firms need to refine their FinTech programs to focus on outcomes rather than partner identification

As we slogged through the first year of a new decade under the shadow of a global pandemic, the banking, financial services, and insurance (BFSI) sector is weathering this latest storm. The pandemic has re-contextualized digital, and BFSI firms have...

Point of View

Automation Anywhere lobs a Hail Mary pass to Google, hoping to make its cloud-native automation dreams come true

The recent partnership between Google and Automation Anywhere (AA) has a lot more meat to it than your usual “we now integrate with…” RPA (robotic process automation) announcement. The need to automate processes in the cloud to deliver the data...

Highlight Report

HFS Highlight: WorkFusion’s Series F $220M war chest – a lot of money – not a lot of surprises

WorkFusion’s $220m Series F investment injection will be spent going deeper into the banking and financial services and insurance (BFSI) sectors – a strategy which if executed well could make it the dominant industry-specific automation choice in the lucrative category....

Point of View

If the Cap fits, wear it: This is the new, reinvigorated Wipro

Wipro goes big and bold with its BFSI and consulting-driven acquisition of Capco The pandemic economy has leveled the playing field for many service providers—and Wipro is no exception. Enterprises must move at speed to make themselves work-from-anywhere capable, and...

Point of View

Stop the prop! It’s time to stop propping up legacy and calling it transformation

2020 was the year that smart enterprises realized they had no choice but to migrate their core business operations into the cloud. While you can limp along for a little while with most of your staff working from home, your...

Data Viewpoint

HFS Data Viewpoint: Covid accelerates OneOffice interdisciplinary culture of data-fuelled, real-time adaptability

Covid-19 is accelerating a shift towards a OneOffice work culture, rapidly evolving from siloed working to interdisciplinary collaboration, prioritizing inclusivity and amplifying data-powered decision-making in every process as the enterprise shapes post-Covid ways of working. We asked 400 executives from...

Highlight Report

HFS Highlight: The OneOffice Emerging Tech Stack enables enterprise-wide decision-making when certainty is in short supply

Today’s C-suite are tackling a tsunami of uncertainty that established, deterministic rules-based business processes are ill-equipped to make sense of, let alone make value from. HFS Research’s OneOffice Emerging Tech Platform (Exhibit One) advocates what enterprises need to thrive in...

Highlight Report

HFS Highlight: IBM’s seemingly innocuous acquisition of cloud payments fintech, Expertus Technologies, heralds in the next chapter of B2B payments innovation

2020 was the year enterprises realized digital is not optional. The financial services version of this statement is that digital was recognized as more than slick consumer interaction services like online banking, digital loan applications, or robo wealth advisory. Digital...

Data Viewpoint

HFS Data Viewpoint: As enterprises strive for the OneOffice, the Triple-A Trifecta is paving the way

The Triple-A Trifecta defined. The Triple-A Trifecta is HFS terminology for the intersection of three critical change agents—automation, artificial intelligence (AI), and smart analytics. HFS developed the Triple-A Trifecta framework to unify how these digital transformation change agents work together...

Point of View

The HFS OneOffice Emerging Tech Platform: The future of native automation, data, and process design, right here...

We’re on the precipice of the New Dawn of 2021 and beyond, and we’ve got serious work to do. The billion-dollar question on everyone’s lips is making a rapid pivot to the OneOffice Mindset, which means understanding the smartest way...

Point of View

Bust these process automation myths for success in 2021

Process automation, especially in its most currently identifiable form of robotic process automation (RPA), has been the poster child for business-led digital transformation over the past few years. However, despite continued adoption, various “myths” about the power of process automation...

Hot Vendor

HFS Hot Vendors Q4 2020

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Point of View

The rise of attended automation: how to get it right

Unleash your employees and processes by strategically using attended and unattended automation in tandem When we talk about robotic process automation (RPA) today, we are usually referring to unattended automation: automation that uses predefined business rules to run without human...

Point of View

Automation should be native to your organization to achieve digital nirvana

In HFS’ recent digital roundtable, supported by IBM, a select group of enterprise delegates gathered to discuss automation’s role in achieving digital nirvana. The anchor of our conversation was the recently released report, The five automation “have-to-haves”—you won’t achieve your...

Highlight Report

HFS Highlight: WNS could finally make its mark on the crowded BFS space with its FinTech strategy

While it’s existed for decades, in recent years FinTechs have really taken the banking and financial services (BFS) industry by storm; endless start-ups have emerged to disrupt, challenge, augment and advance existing incumbent firms. Naturally, we’ve seen service providers work...

Top 10 Report

HFS Top 10: Triple-A Trifecta Services 2020

What this Top 10 Report covers • The Triple-A Trifecta is HFS terminology for the intersection of three critical change agents—automation, artificial intelligence (AI), and smart analytics. • HFS developed the Triple-A Trifecta framework to unify how these digital transformation...

Point of View

Can the empire strike back yet again? IBM has to double down on business outcomes to succeed with its spin-off

IBM’s intention to spin off its Managed Infrastructure Services unit is a bold move. In a nutshell, it will spin out the outsourced infrastructure business of its Global Technology Services (GTS) business unit and dub it “NewCo.” While IBM has...

Point of View

Imperative 2021: Make automation native to your digital business architecture

In HFS’ second digital roundtable supported by Automation Anywhere (read about the first here), a select group of senior enterprise leaders came together to discuss their automation scale imperatives for 2021 and beyond. The delegates agreed that despite pandemic hardships,...

Highlight Report

HFS Highlight: Capgemini pivots for some pandemic-fueled transformation pie, but it’s not quite baked.

Over the past decade, Capgemini has fought to establish its true place in the global services and consulting industry – but still struggles to compete as effectively as it should alongside the likes of Accenture and Deloitte.  If it is not careful, it could find itself stranded in the desert between the classical...

Point of View

The five automation “have-to-haves”— you won’t achieve your digital nirvana without them.

Click to read The Five Automation "Have-to-Haves" - You Won't Achieve Your Digital Nirvana Without Them

Highlight Report

HFS Highlight: Will the pandemic grind the Mphasis growth story to a halt? We don’t think so…

HFS recently attended Mphasis’ Virtual Analyst and Advisor Day, which boasted 10 clients presenting and participating, to check in on how this dynamic mid-tier growth firm has been faring during this generally cruddy year. You may already know that the...

Hot Vendor

HFS Hot Vendors Q3 2020

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOfficeTM. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Point of View

Five ways the pandemic is forever changing integrated automation

HFS’ Digital Roundtable points to the need for sustaining momentum and driving a culture of genuine process change to achieve post-pandemic digital success. In HFS’ recent digital roundtable, with the support of Automation Anywhere, a select group of senior leaders...

Highlight Report

HFS Highlight: Another Monday, another RPA acquisition, another ISV – Hyland shows it’s moving from process streamlining to automating

If you’re not one of the big three RPA software firms (Automation Anywhere, Blue Prism, UiPath) it’s tough to differentiate and justify your existence. That’s not to suggest that RPA software lacks value, but we only need so many firms...

Highlight Report

HFS Highlight: Kryon proves the value of full-cycle automation at its own “Olympics” - who needs Tokyo 2020

I’m not sure that when Bruce Springsteen accepted his Grammy for “Born in the USA” in 1984, he predicted that in 2020 an automation company called Kryon would re-write it as “Full Cycle Automation”, but then again 2020’s been a...

Highlight Report

HFS Highlight: The Infosys pandemic pivot – how they transformed from media obsession to the industry’s safe pair of hands

Just a few years ago, Infosys was grappling with a leadership transition and ruthless media attention that called into question many company actions.  Spin forward to now and the company has found itself in a remarkable period of stability where...

Highlight Report

HFS Highlight: Oh boyo! Roboyo scores €21 million in Series A investment in a bizarrely well-timed move

Hot off the press, Roboyo, one of the rising stars covered by HFS earlier this year in our report “The Specialists: The Rise and Evolution of Robotic Process Automation (RPA) Pure Play Service Providers” just announced a meaty Series A...

Highlight Report

Infosys weathers the economic downturn winning a huge digital transformation deal with Vanguard Financial

Infosys won a landmark deal with Vanguard, a global asset management firm for technology, operations management and optimization, and digital transformation of Vanguard’s defined contribution (DC) retirement record-keeping business. While terms of the deal were not disclosed, HFS estimates this...

Point of View

Disruption not duct tape is the key for mortgage transformation

If you’re satisfied with incremental advances in mortgage processing, read no further. Earlier this year, HFS wrote about how emerging technologies such as artificial intelligence (AI) and process automation help the mortgage industry digitize processes and streamline cost and cycle...

Hot Vendor

THE HFS HOT VENDORS REPORT Q2 2020

The HFS Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the Digital OneOfficeTM. HFS analysts speak with numerous exciting startups and emerging players. We designate a select group as the HFS Hot...

Industry Primer

HFS Insurance Industry Primer 2020

HFS developed Industry Primer reports to compliment our Industry Top 10 reports. While Industry Top 10 reports cover the leading service providers offering best-in-class, industry-specific services to specific sectors, Industry Primers offer a comprehensive view of industry trends, including the...

Market Analysis

The Specialists: The Rise and Evolution of Robotic Process Automation (RPA) Pure Play Service Providers

What this Market Analysis Report covers   The 2020 HFS Market Analysis—The Specialists: The Rise and Evolution of Robotic Process Automation (RPA) Pure Play Service Providers spotlights six of the leading pure play firms specializing in RPA services.   What...

Highlight Report

HFS Highlight: EXL PayMentor is taking debt collection digital

There’s always an element of risk for any kind of lending, which is why financial institutions must have efficient debt collection processes. However, the effectiveness of first-party collections, those attempted in the first 90 – 120 days, is inconsistent, expensive,...

Highlight Report

HFS Highlight: It’s official- Microsoft is acquiring RPA vendor, Softomotive. Now this is what a bot for every worker could look like.

Microsoft announced its acquisition of Softomotive to enable citizen developers across its customer base. Rumors spilled into the public domain in recent weeks and we explored what this might mean in a recent blog post If Microsoft is buying Softomotive...

Point of View

SBA and RPA: Could the real badly-behaved bot creators please stand up? Everyone is saying “It wasn’t me”

As we’ve said of late, the digital workforce that wasn’t finally has its burning platform and a chance to shine. Since global lockdown commenced, we’ve been tracking, talking, and learning how enterprises and their service and technology partners are using...

Point of View

Enterprises - evaluate IT service partners as viable options for contextual AI solutions

HCL differentiates in three areas for its in-house artificial intelligence products: partnership ecosystem, solutions roadmap, and pricing model   Service providers are on the front lines of emerging technology trends. They help their clients determine the use cases, requirements, and...

Point of View

Even if IT is from Mars and business is from Venus, they must work together to enable success with RPA

Old Mutual prioritizes IT and business collaboration to drive RPA success      Remember that cheesy relationship guide from the early 90s, Men are from Mars, Women are from Venus. A Guide to Understanding the Opposite Sex? While it’s not...

Point of View

Mortgage innovation cannot stop at the front office! Lenders must beat down back-office process debt to achieve the Digital OneOffice.

In the 10+ years since the global financial crisis, loads of regulations have been put in place to make mortgages safer for all involved. While mortgages in the US are now much less risky, the cost of mortgage origination has...

Point of View

Don’t you wish you’d done more? The digital workforce that wasn’t finally has a real chance to shine

Well, we can’t deny it was noisy, loaded with more hype than a Vegas heavyweight boxing match, and backed by more investment dollars than the GDP of a small country. Yes, folks, that was quite the automation ride we all...

Point of View

To automate processes effectively, you need to understand them. RPA software vendors double-down on process discovery

Automation Anywhere (AA) is the latest RPA software vendor to hop on the process discovery bus. On February 19, 2020, it announced Discovery Bot, which “discovers business processes—and with one-click creates bots to automate them,” meaning processes are discovered and...

Point of View

Enterprise AI leaders must consider the “AI HI Five” - five critical evaluation criteria for AI service partners

  Your choice of AI implementation partners can make a world of difference in scale-up and adoption rates   Per a recent HFS study, a significant majority of enterprises who are adopting the emerging technologies from the Triple-A Trifecta of...

Point of View

When you think of Redwood software, don’t think “RPA”; think “finance automation” instead

When an area becomes hot, many vendors want to be in it, but when it cools down, they start reconsidering labels. In the case of robotic process automation (RPA), we’ve seen myriad vendors hailing from all types of automation diving...

Point of View

If you want success with machine learning-enabled analytics, don’t boil the ocean!

Citizens Bank reinvents collections segmentation and creates a trust-based foundation for smart analytics scale   Banking and financial services (BFS) firms continue to invest in technology-enabled digital change to impact their major performance levers of top-line growth, bottom-line performance, customer...

Point of View

RPA software vendors: squelch the rhetoric and get down to helping your clients learn and scale!

As part of the data input into our recently released RPA Software Top 10 2020, we conducted a customer experience (CX) survey with 255 RPA superusers hailing from enterprise and partner organizations. These superusers provided 311 ratings for 17 RPA...

Point of View

Solve the Automation Scale Challenge with Integrated Automation

Artificial intelligence, analytics, and automation, while offering transformative potential business value, need an integrated approach across data, processes, and technologies. When deployed in isolated use cases at task-automation levels, they do not scale and provide their expected transformational impact on...

Point of View

Enterprises must beat down their process debt to help their humans achieve automation success

Many of today’s enterprise automation initiatives are delivering lackluster results due to too much focus on tinkering with technology and too little focus on optimizing processes and enabling humans to prioritize high-value work.   This was the overwhelming factor we...

Point of View

The Ants are different, even compelling, but can they drive a genuine integrated automation proposition for an industry that really needs one?

2019 was a high-octane year for AntWorks - and it laid critical groundwork for 2020. The firm generated a lot of goodwill with its “hip to be square” culture and extravert use of marketing, the color orange, and various ant...

Hot Vendor

THE HFS HOT VENDORS Q4 2019

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS Hot Vendors...

Top 10 Report

HFS Top 10 Robotic Process Automation (RPA) Software Products 2020

WHAT THIS TOP TEN REPORT COVERS In 2012, HFS launched the concept of robotic process automation (RPA) to the world via a seminal report and blog. In the seven years since, the ugly truth is that we’ve simply succeeded in using...

Point of View

The New RPA Manifesto

  Exactly seven years ago, HFS launched the concept of robotic process automation (RPA) to the world via a seminal report and blog. We described a Blue Prism technology offering that “appears best suited for processes that are highly rules-driven...

Point of View

Need to address unstructured data challenges with RPA? Combine it with intelligent capture.

  Agnostic ABBYY marks its territory as the intelligent capture specialist in end-to-end process automation.   Waaay back in the robotic process automation (RPA) olden days of 2017, HFS released our Triple-A Trifecta model. It is a simple Venn diagram...

Point of View

Mphasis is the IT services industry's hidden gem - Enterprise leaders must not skip past growing mid-tier firms

  Market forces have combined to create a lucrative business environment for ambitious mid-tier IT services firms. While the largest IT services providers vie for big-ticket engagements and footprint expansion within their largest accounts, enterprise needs for technical skills and complex...

Point of View

The secret to automation success is using the right tools in the right way; Arla Foods gets practical with RPA

  Robotic process automation (RPA) is not a panacea; it’s a software tool. It’s outstanding at automating standardized processes using structured data via screen capturing and database connections. Supporting tools and resources like SQL scripts, APIs, .Net, or cognitive capture...

Point of View

You need orchestration to scale attended automation. That’s why Automation Anywhere acquired Klevops.

  Automation Anywhere (AA) recently announced its acquisition of Klevops declaring a “new Attended Automation 2.0.” HFS sees a much-needed injection of orchestration alleviating the inevitable chaos that attended bots originating at individuals’ desktops create as they increase in number....

Hot Vendor

The HFS HOT VENDORS Q3 2019

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS Hot Vendors...

Point of View

Industry adoption of RPA is more nuanced than you think—see if you’re in line with your industry peers, leading, or lagging

  Do you think RPA adoption is solely the purview of the world’s biggest banks and insurers? If you did, you would be wrong. True, there are lots of highly visible banking and insurance RPA use cases out there, but there is marked progress in other industries, too. In our recent...

Point of View

Continuous change management must underpin enterprise automation journeys

  How Henkel created a shared services hybrid workforce   HFS, with support from Blue Prism, is showcasing real enterprise journeys with robotic process automation (RPA). This report spotlights Henkel, a Germany-based global manufacturer of industrial and consumer goods, on its...

Point of View

If banks want to improve ROI on digital transformation, they need to stop prioritizing efficiency

  We like to keep it simple at HFS Research. Despite lots of fun ways to carve up business outcomes into microcosmic key performance indicators, there are only four measures of success that matter: growing revenue, increasing profit, improving customer...

Top 10 Report

HFS Top 10 Banking and Financial Services (BFS) Sector Service Providers 2019

WHAT THIS TOP TEN REPORT COVERS   The 2019 HFS Top 10 Banking and Financial Services (BFS) Sector Service Providers report examines the role service providers play in the evolving BFS industry. We assessed and rated the industry-specific service capabilities...

Point of View

Disruption picks up pace in financial services—drive innovation or risk irrelevance

    Challenger banks (like Monzo) and encroachments from powerful brands (like Orange) and ambitious Chinese players (like Alipay) present competitive challenges to financial services providers. Easier authentication, payment, and customer service are at the heart of modern customer experiences,...

Point of View

Why an integrated automation approach to RPA and APIS is critical to achieve your data needs

When it comes to data integration and automation, there’s a series of complex decisions that business units and IT departments must tackle to determine the best course of action for both the short and long term. Application Programming Interface (API)-level...

Hot Vendor

The HFS Hot Vendors Q2 2019

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS Hot Vendors...

Point of View

Want to elevate CX with integrated automation? Start with the humans

  Findings from our latest executive roundtable     A recent HFS study of 590 global 2000 enterprises found that the top strategic and operational objectives for intelligent automation are revenue growth and improved customer experience (CX) (Exhibit 1). At...

Point of View

How MetLife used transparency and inclusion to drive intelligent automation success

RPA hype, both positive and negative, continues to pervade the marketplace, making it very difficult for enterprises to discern viable execution and management strategies. To go beyond the hype, HFS, with support from Blue Prism, is showcasing real-life enterprise journeys...

Point of View

Why you need an integrated automation focus to drive growth

  How Indecomm is reinventing mortgage services with an Integrated Automation Platform   A recent HFS Research study of 590 major global enterprises revealed the leading strategic objective for intelligent automation (IA) initiatives is revenue growth (Exhibit 1). Enterprises have...

Point of View

Enterprises, Escape Your RPA Pigeonhole Today to Achieve End-to-End Automation

Enterprise customers want to use intelligent automation (IA) to improve how they run their businesses—usually by reducing manual work. HFS Research’s studies have produced evidence that shows that while robotic process automation (RPA) can help with some labor reduction, enterprises...

Point of View

TCS is the “Walmart of IT services,” but it needs to reach beyond its comfort IT clients to truly drive the Business 4.0 vision

  HFS has started describing TCS as the “Walmart of IT services”—the firm can pretty much win any large deal it wants and deliver it effectively. TCS grew impressively at 9% last year to end 2018 at $19 billion in...

Point of View

Leverage the power of “and” to deliver your integrated digital business strategy

  Tales from the trenches on how to connect and manage the components of your digital transformation journey     The “Triple-A Trifecta” in action   In 2017, HFS Research introduced our Triple-A Trifecta as a simple model to define...

Point of View

Automators Anonymous: The HFS Intelligent Automation Roundtable vents, commiserates, and shares learnings for the future of IA

After declaring RPA as a gateway drug for intelligent automation (IA), it was only a matter of time before we reached the stage where practitioners felt like they were at an AA meeting. AA standing for Automators Anonymous, that is....

Point of View

Atos must quickly step outside of its comfort zone to use Syntel for competitive leverage

HFS Research attended Atos’ 2019 Global Analyst Summit in Boston, its first update to the global analyst community since its $3.4B acquisition of Syntel in July 2018.   Our previous analysis from the company’s investor update assessed Atos’ immediate plans...

Hot Vendor

The HFS Hot Vendors Q1 2019

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice. HFS analysts speak with numerous exciting start-ups and emerging players. We designate a select group as the HFS Hot Vendors based...

Point of View

Integrated Automation: Why You’ve Been Doing It All Wrong

Over the last few years, intelligent automation (IA) has emerged as a catch-all term for various change agent technologies such as robotic process automation (RPA), artificial intelligence (AI), and smart analytics that are being deployed individually or in concert to...

Point of View

Escape your automation paradox and focus on integrating IA instead

Dear enterprise transformation leaders, Our latest research on the state of intelligent automation (IA) yielded an almost paradoxical set of findings about your adoption of critical change agents and their application to your business. One on hand, we are delighted...

Point of View

How the Ask Avnet Cognitive Assistant Became a Critical Part of the Customer Life Cycle

In today’s era of disruptive business models, enterprises across all industries are anxious to maintain their relevance and competitive edge, and this is especially true of the high-tech sector, where digital innovation is at the core everything. And as a...

Point of View

AI is Nascent, New, Hard… and Inevitable

  20 enterprise leaders in discussion on AI for business operations - at the Apella in New York     At a recent FORA Roundtable in NYC, produced in association with Genpact and featuring their Chief Digital Officer, Sanjay Srivastava,...

Top 10 Report

HFS Top 10 High-Tech Service Providers 2019

WHAT THIS TOP TEN REPORT COVERS   Companies in the high-tech sector are enabling much of the innovation and change occurring across all industries with their products and services while simultaneously pivoting their businesses to ensure they remain relevant and...

Hot Vendor

HFS Hot Vendors: Q4 2018

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice (read "Introducing the HFS Hot Vendors"). In the rapidly changing space of digital operations, enterprises realize they cannot be everything...

Point of View

RPA’s ticking time bomb: enterprises and service providers must make RPA talent their top priority to avoid disaster

HFS Research’s recent Top 10 RPA Services Providers 2018 report has shown that there is something rotten in the state of robotic process automation (RPA). Despite the hype surrounding the technology, there is a major stumbling block to RPA delivering...

Point of View

Travel and Hospitality Firms: You Must Reinvest Now to Anticipate the Needs of Your Customers

You can only provide a real time customer experience if your operations can service their needs in real-time, and you can gain a foothold over your competitors if you have the intelligence to anticipate their needs—and having this customer responsiveness...

Point of View

Get Started with the Digital OneOffice: The Yokohama Story

The most successful growth companies and the most valuable brands are technology led with strong digital customer engagement strategies. If your company was born digital, concepts such as virtual infrastructure, product development cycles measured in days not years, real-time data-led...

Top 10 Report

HFS Top 10 RPA Service Providers 2018

WHAT THIS TOP TEN REPORT COVERS   Robotic Process Automation (RPA) has emerged as a powerful change agent, with enterprises around the globe embracing it as a means to automate manual processes and create a bridge to a digital future....

Point of View

AIB Embraced RPA to Drive Its Digital Transformation Agenda

What does it take to make robotic process automation (RPA) and broader intelligent automation strategies successful? While there is still no singular best practice approach or playbook, HFS research indicates that the use of centers of excellence (CoE) with skin-in-the-game...

Top 10 Report

HFS Top 10 Travel, Hospitality, and Logistics Service Providers

  WHAT THIS TOP TEN REPORT COVERS   This Travel, Hospitality and Logistics (THL) Top Ten 2018 examines the services landscape for how the leading 21 providers are supporting and enabling THL companies. We analyzed the capabilities of 21 service...

Hot Vendor

HFS Hot Vendors: Q3 2018

The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice (read "Introducing the HFS Hot Vendors"). In the rapidly changing space of digital operations, enterprises realize they cannot be everything...

Point of View

HfS Industry Health Dashboard: Telecommunications Operations

The HfS health rating for the telecommunications industry shows the sector as lagging, based on growth metrics in the low single digits. The rating takes into account revenue and profit data, M&A growth for telecommunications overall , VC funding growth...

Top 10 Report

HfS Industry Blueprint: Telecommunications Operations 2018

WHAT THIS BLUEPRINT REPORT COVERS   This Telecommunications Operations Services Blueprint 2018 examines the state of the telecom industry and investigates the service provider landscape in terms of how they are supporting and enabling the digital transformation of Telecom firms....

Point of View

Making AI the Killer App for Your Data

A practical guide for leveraging data to enable your AI journey.   WHAT THIS REPORT COVERS To help enterprises formulate their strategies for actionable and effective use of AI, HfS and IBM have jointly developed a practical guide to starting...

Point of View

HfS Industry Health Dashboard: Insurance Operations Services

The HfS health rating for the insurance industry shows the sector as lagging, based on growth metrics in the low single digits. The rating takes into account revenue and profit data, M&A growth for insurance overall and for insurtechs, VC...

Point of View

The need for speed: BFS firms risk digital failure by taking too long to execute

According to the HfS banking and financial services (BFS) industry Health Rating, BFS enterprises worldwide continue to struggle with revenue and profit growth. Digital transformation has emerged as the panacea to modernize your business processes in order to maximize revenues...

Top 10 Report

HfS Industry Blueprint: Insurance Operations Services 2018

WHAT THIS BLUEPRINT REPORT COVERS This Insurance Operations Services Blueprint 2018 examines the state of the insurance industry and investigates the service provider landscape in terms of how they are supporting and enabling the digital transformation of insurance firms. We...

Point of View

HfS Industry Health Dashboard: Banking and Financial Services

We are 10 years on from the global financial crisis and Banking and Financial Services (BFS) firms across the globe are still struggling to drive growth and profit. BFS firms are ripe for digital transformation and there are numerous change...

Top 10 Report

HfS Industry Blueprint: Banking and Financial Services Operations 2018

WHAT THIS BLUEPRINT REPORT COVERS We are ten years on from the global financial crisis and Banking and Financial Services (BFS) firms across the globe are still struggling to drive growth and profit. BFS firms are ripe for digital transformation...

Point of View

HfS FORA New York: are we just kicking the can of job elimination down the road?

The HfS FORA event in New York focused on actions enterprises must take to understand the importance of these change-agents and emerging technologies, and how to apply them to their businesses effectively. It also explored the pace of change: how...

Point of View

Telcos: Co-Innovate to Create and Replenish Evaporating Revenue

Telcos must co-innovate with partners to create new data-driven revenue streams. The global telecommunications sector is struggling to define its next chapter in terms of where new revenue streams will come from to replace declining core communications revenues. It’s an...

Point of View

Industry Impact - The Life Sciences Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Insurance Customers Demand Intelligent Automation

HfS conducted a first-of-its-kind research study involving 400 senior IT and operations executives from enterprise customers to drive a fact-based discussion on the impact and maturity of automation and Artificial Intelligence (AI) on business operations. From the study, HfS with...

Point of View

Industry Impact - The High-Tech Operations Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Industry Impact—The Retail and CPG Operations Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Industry Impact—The Insurance Operations Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Industry Impact—The Travel, Hospitality, and Logistics Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Industry Impact - The Banking and Financial Services Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Industry Impact - The Telecom Operations Value Chain

HfS is expanding its industry coverage in 2018 to include detailed IT and business process research on 11 core sectors, powered by extensive buyer research with Global 2000 firms. The transformation and challenges posed by digital disruption and changing competitive...

Point of View

Why the Telecom Industry Has Prioritized AI Over RPA

In this report, we spotlight the results of interviews with 80 telecommunications industry leaders and drill down into the specific needs and requirements of the telecommunications sector to gain critical insights into how this industry is embracing and leveraging intelligent...

Point of View

Why Banking and Financial Services is the Most Mature Sector for RPA and AI Adoption

All industries face the dual pressure of lowering operating costs while driving revenue growth. Traditional banks and financial services firms perhaps feel this pressure more acutely as they continue to struggle with revenue and profitability in the perfect storm of...

Top 10 Report

Blueprint Snapshot: Digital Tech Strategy Services, Banking and Financial Services

WHAT THIS BLUEPRINT REPORT COVERS In 2017, HfS Published the landmark digital technology strategy and consultancy blueprint report. We formed this report using a wealth of data from qualitative client references, detailed vendor briefings and RFIs, and hundreds of data...

Point of View

Cultivating Business Outcomes In BFSI: The EXL Evolution

In late October, HfS Research attended a duo of Analyst Days hosted by EXL in their relatively new Digital Experience Center (DEC) in Jersey City, NJ. The stated mission of the Digital Experience Center is to serve as a collaborative...

Point of View

Outsourcing Contract Practices in the Age of Intelligent Automation

HfS Research and the Sourcing Interest Group (SIG) recently established a partnership to deliver global research and insight to help our respective members and subscribers successfully navigate change. At SIG’s Fall Summit, Elena Christopher co-presented on the topic of the...

Point of View

The inaugural FORA Council Mandate - Chicago 2017

In September 2017, HfS hosted its 16th summit for enterprise operations and IT leaders in Chicago.  The occasion also marked the debut session of the newly-formed Future of Operations in the Robotic Age Council (FORA). The purpose was to bring together...