Research & Insights

Explore our latest research, analysis, and thought leadership.

New from HFS

Highlight Report

Treat infrastructure as the AI control plane or watch transformation stall

Infrastructure must become the AI control plane - governing cost, trust, and performance across the enterprise.

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Point of View

AI is not the end of work, but the start of a new chapter

We are already so invested in AI that there is no turning back. The impact on our personal lives is no longer up for debate.

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Point of View

How wide is your firm’s AI Velocity Gap?

Agentic AI will revolutionize individual productivity within 18 months, but your enterprise transformation is about to hit a wall.

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Innovation Case Study

US lender rewires collections, cost, and compliance with Firstsource UnBPO

Firstsource helped a leading US non-prime lender to build an AI-ready recoveries model without touching core systems.

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Highlight Report

CTOs, make blockchain your core infrastructure with proven production partners

This piece delves into the findings of our Blockchain Horizon and discusses the trends that the study uncovered.

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Operational Playbook

Health plans have no purpose in owning CAPS anymore; outsource for outcomes now

Health plans have no reason to continue to maintain multiple CAPS; leverage Services-as-Software to source for outcomes.

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Point of View

EU enterprise leaders must use the new trade deal to scale GCCs in India

European Union (EU) enterprises will find India-based GCC decisions easier to approve, faster to staff, and simpler to run.

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Highlight Report

Stop siloed rollouts and mandate operating model change to scale Blue Yonder

EY has reframed the Blue Yonder adoption journey as a business-led transformation, not an IT-led implementation.

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Point of View

CPOs must unite enterprise processes, platforms, and people for AI-enabled outcomes

This S2P Horizon POV explaining the enterprise CPO challenges, how the service providers resolving with AI-driven solutions.

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Take 5 Report

Vibe coding in UK&I firms: Success hinges on embracing new ways of working and open governance

Move fast to achieve vibe coding productivity gains. More grads and early career technologists hold the key.

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Market Analysis

The top technology partners for semiconductor services, 2025

Semiconductor services partnership ecosystem.

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Highlight Report

Sonata’s Agentbridge turns process blueprints into multi-agent automation

Sonata's Agentbridge responds to the multi-stakeholder enterprise challenges of accelerating agentic AI.

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Point of View

Fleet COOs should invest in truck autonomy before the driver shortage impact

Fleet operators must collaborate with truck manufacturers and roll out autonomous trucks to address labor shortage, safety issues.

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Highlight Report

CxOs: Force Hitachi to prove GlobalLogic and HDS actually work as one partner

Hitachi has to prove that the merger of GlobalLogic and HDS can be executed without destroying what makes them valuable.

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Highlight Report

GCCs, stop chasing costs and start monetizing innovation with Services as Software™

ER&D GCCs are moving towards services-as-software model to drive software defined vehicles, file patents, and monetize in India.

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Challengers' Code

Tear up your Tier-1 playbook: How Quinnox is rewiring enterprise service delivery

Rethinking AMS performance: A challenger model for faster resolution and leaner operations.

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Point of View

Why the US is currently ceding the AI arms race to China

We 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.

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Point of View

CIOs must adopt the AI-ready governance RUNWAY to make growth fly

Unlock the bounty of the AI era with HFS ‘RUNWAY'- a governance framework for unbounded ideation paired with bounded execution.

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Take 5 Report

Recast BPO as AI stewardship: The new mandate for enterprise reinvention

HFS Research, in partnership with Cognizant, surveyed 100 US enterprises to illuminate prevailing AI dynamics in BPO.

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Point of View

Legacy modernization is a competitiveness issue, and CIOs must own the fix

CIOs must accelerate modernization using platforms as AI won’t deliver exponential value if it’s layered on top of legacy.

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