A collection of the latest views from the HFS analyst team on artificial intelligence.
March 18, 2026An assessment to understand the why, what, how, and so what of service providers offerings across the agentic services value chain.
April 03, 2026Ops leaders across the enterprise must learn from the lessons of emerging autonomous organizations.
April 03, 2026CoreStack’s acquisition of BetterCloud is all about creating an agentic governance OS that works across apps, data and workflows.
March 31, 2026Computer-using agents (CUAs) can automate cross-application that do not share a clean application programming interface.
Highlight Report
March 06, 2026Genpact FOCUS 2026 shifts from point automation to agentic ops in core controls, requiring operating model redesign to scale now.
Market Impact Report
March 06, 2026The era of theorizing is over. Act now to deliberately design an agent OS that can scale autonomy with control.
Point of View
March 05, 2026Waymo has driven 20 million miles, and it still can’t legally drop you at your front door.
Market Impact Report
March 05, 2026Learn about how Telcos are becoming Agentic and the KPIs needed to align efforts and measuer success.
Challenger Series
February 27, 2026IGT Solutions earns the HFS Challenger title for industrializing AI-led CX across complex, regulated operations.
Highlight Report
February 24, 2026How Tepper Sports & Entertainment unified cloud data with Innova Solutions to modernize team decisions and fan experiences.
Highlight Report
February 24, 2026As CTOs innovate, regulatory requirements are becoming a bottleneck, needing non-traditional approaches to plug the velocity gap.
Highlight Report
February 23, 2026Rackspace and Palantir partner with the promise of scaled productionized AI with hard ROI attached.
Highlight Report
February 19, 2026Infrastructure must become the AI control plane - governing cost, trust, and performance across the enterprise.
Point of View
February 19, 2026We are already so invested in AI that there is no turning back. The impact on our personal lives is no longer up for debate.
Point of View
February 19, 2026Agentic AI will revolutionize individual productivity within 18 months, but your enterprise transformation is about to hit a wall.
Point of View
February 13, 2026This S2P Horizon POV explaining the enterprise CPO challenges, how the service providers resolving with AI-driven solutions.
Take 5 Report
February 12, 2026Move fast to achieve vibe coding productivity gains. More grads and early career technologists hold the key.
Highlight Report
February 12, 2026Sonata's Agentbridge responds to the multi-stakeholder enterprise challenges of accelerating agentic AI.
Point of View
February 05, 2026Fleet operators must collaborate with truck manufacturers and roll out autonomous trucks to address labor shortage, safety issues.
Highlight Report
February 04, 2026ER&D GCCs are moving towards services-as-software model to drive software defined vehicles, file patents, and monetize in India.
Point of View
February 03, 2026We lay out why the balance is tipping in China’s favor, and what the US must urgently rethink if it wants to regain the initiative.
Point of View
February 03, 2026Unlock the bounty of the AI era with HFS ‘RUNWAY'- a governance framework for unbounded ideation paired with bounded execution.
Take 5 Report
February 03, 2026HFS Research, in partnership with Cognizant, surveyed 100 US enterprises to illuminate prevailing AI dynamics in BPO.
Point of View
February 02, 2026CIOs must accelerate modernization using platforms as AI won’t deliver exponential value if it’s layered on top of legacy.
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