A collection of the latest views from the HFS analyst team on customer and employee experience.
June 11, 2025Assesses 24 benefits administrators on value, capability, GTM, and outcomes across the benefits value chain.
March 18, 2026Salesforce revamps partner program to drive outcomes, pushing partners beyond deal closure to real value delivery.
March 16, 2026Delegated Commerce captures the shift to upstream intent, delegated decisions, orchestration-led advantage, and modular execution.
February 27, 2026IGT Solutions earns the HFS Challenger title for industrializing AI-led CX across complex, regulated operations.
Point of View
March 18, 2026Enterprise leaders must prepare now for the HR-quake of AGI, and the prospect of business units run with one human at the helm.
Point of View
March 18, 2026IBM’s HR transformation shows how CHROs can rebuild the operating model first and lead the shift to the agentic enterprise.
Highlight Report
March 18, 2026Salesforce revamps partner program to drive outcomes, pushing partners beyond deal closure to real value delivery.
Market Impact Report
March 17, 2026The leadership blueprint for turning AI momentum into disciplined, defensible scale you can defend.
Point of View
March 16, 2026Delegated Commerce captures the shift to upstream intent, delegated decisions, orchestration-led advantage, and modular execution.
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.
Point of View
January 02, 2026Chemical industry CIO should prioritize the data core, governance before operationalizing the AI and agents.
Highlight Report
November 25, 2025Quality today is about engineering trust at scale, not just finding defects.
Hot Tech
November 19, 2025CrewAI is reshaping enterprise automation with an AI agent orchestration platform in 60% of the Fortune 500.
Point of View
November 14, 2025AWS's October AWS outage was a wake-up call for every CIO betting their AI workloads on hyperscaler resilience.
Data Viewpoint
November 12, 2025Automation solves today’s problems but GenAI-driven reinvention defines tomorrow’s mortgage leaders.
Market Impact Report
October 27, 2025This thought leadership will explore the enterprise's willingness to move BPO services from FTEs to a service-as-software model.
Highlight Report
October 24, 2025Orange Business is mid-flight in a bold transformation programme to become the next-generation telco.
Point of View
October 23, 2025The Chief Customer Experience Officer must transform telecom customer support from a service function into a growth engine.
Point of View
October 17, 2025The contact center is being redefined. Services-as-Software™ is breaking the old agent model and transforming the future of CX.
Market Impact Report
October 15, 2025Lenders should connect smarter with digital precision and empathetic outreach for stronger recoveries and CX.
Point of View
October 14, 2025Enterprises need Workday partners that drive AI-led, experience-driven transformation tied to business outcomes.
Highlight Report
October 01, 2025AI agents will be the emotional interface between brand and customers, an interface CMOs must own with 'personality engineering'.
Highlight Report
September 25, 2025Leaders must adapt their enterprises to welcome and reward AI-powered people—or become talent’s last resort.
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