A collection of the latest views from the HFS analyst team on artificial intelligence.
January 30, 2025This report evaluates how service providers drive innovation and deliver value across three strategic Horizons.
November 20, 2025Business leaders should redesign their GCC charters to reflect innovation and P&L outcomes, orchestrated by AI-enabled workflows.
November 20, 2025WRITER’s AI Leaders Forum revealed a speed–trust gap holding back the business benefits of rapid technological innovation.
November 20, 2025Recompose your IT workforce now as AI is ending headcount growth and redefining how humans and machines create value.
Point of View
February 09, 2018Major study findings spotlight the emerging reality of intelligent automation for insurance carriers.
Point of View
February 02, 2018This POV previews our Retail and CPG Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018
Point of View
January 31, 2018The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.
Point of View
January 30, 2018Deriving excellent customer experience (CX) from their Robotic Process Automation (RPA) investment is the holy grail for enterprises investing in RPA.
Point of View
January 24, 2018A number of the main predictions of drivers for investment in cyber security services in 2018.
Point of View
January 23, 2018A multitude of forces is reshaping the oil and gas industry that push the industry to re-imagine the way it operates.
Point of View
January 17, 2018Salesforce Einstein is an example for industrializing machine learning, deep learning and NLP as part of its platform strategy
Point of View
January 12, 2018We predict that 2018 will be another +30% growth year for professional services firms’ internet of things (IoT) business.
Point of View
January 02, 2018IPsoft is upping the ante in service management by combining its Amelia virtual agent with the IPcenter platform under the 1Desk branding
Point of View
December 28, 2017Digital Transformation takes many forms. We observe six dominant approaches to digital transformation.
Point of View
December 21, 2017This Point of View looks at five driving forces in the transformation of procurement: platforms, ecosystems, talent, ‘Amazonification’, and blockchain
Point of View
December 20, 2017Amazon, Apple, AWS, Facebook, Google, Netflix, Salesforce, Airbnb, and Uber. What have they fundamentally changed?
Point of View
December 12, 2017Genpact's brand refresh includes investments in AI and design-- now it will have to bring the story together for clients.
Point of View
December 12, 2017A write up of our recent conversation with Malcolm Frank and Dr. Mary Lacity on Automation, Blockchain and much more
Point of View
December 08, 2017An analysis of emerging AI use cases helps to understand how AI is starting to impact and transform service delivery
Point of View
November 30, 2017How sustainable are the high valuations now being attached to RPA providers?
Point of View
November 30, 2017Increasing attacks on critical energy infrastructure are a critical issue that needs more attention, investments and holistic security services.
Point of View
November 28, 2017As buyers remain confused about AI, narratives need to leverage clearer segmentations
Point of View
November 21, 2017How enterprises can align with a shared vision of creating a better customer experience
Point of View
November 20, 2017RPA initiatives, in general, have not nearly met cost savings and productivity targets anything near these touted outcomes.
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