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.
October 23, 2025The Chief Customer Experience Officer must transform telecom customer support from a service function into a growth engine.
October 17, 2025The contact center is being redefined. Services-as-Software™ is breaking the old agent model and transforming the future of CX.
October 15, 2025Lenders should connect smarter with digital precision and empathetic outreach for stronger recoveries and CX.
Point of View
October 19, 2023Salesforce and IBM joined forces to unleash the OneEcosystem™ approach, emphasizing the importance of partnerships for innovation.
Highlight Report
October 11, 2023Administrative burdens constrain clinicians from practicing at the top of their license; technology can remediate the situation.
Highlight Report
October 05, 2023A berry brand recognized it must embrace digital transformation to maintain its top spot in the market.
Highlight Report
October 03, 2023Wipro's Medadvantage360 meets the needs of our seniors through technology, ensuring they get the care they need when they need it.
Market Vision Paper
October 03, 2023Capgemini’s Connected Enterprise creates an intelligent ecosystem to deliver enhanced business outcomes.
Highlight Report
September 12, 2023Rightpoint’s Total Experience approach binds CX, EX, and PX, connecting experience dots across the customer lifecycle.
Point of View
September 05, 2023GenAI could do more than just increase productivity; it can also enhance EX, making work more engaging and meaningful.
Highlight Report
September 01, 2023Cognizant’s engagement with the platform economy encompasses engineering, IT services, and business operations.
Highlight Report
August 25, 2023Genpact has cut the labor effort for insight in healthcare by 90% using GenAI.
Highlight Report
August 14, 2023ServiceNow drives new horizontal partnerships around automation and AI, with GenAI capturing the imagination of a hyped market.
Highlight Report
August 10, 2023eva is almost equivalent to a human associate in some dimensions with add-on benefits.
Highlight Report
August 07, 2023Magnox’s partners with Unit4 to expand its SaaS ERP to drive outcomes across finances, people, and reporting operations.
Point of View
July 28, 2023This engagement exemplifies why it is vital for enterprises to deliver a consistent and unified user experience.
Market Impact Report
July 26, 2023Only 6% of consumer goods and retail executives say their companies focus on all the right initiatives.
Highlight Report
July 18, 2023To transform the enterprise work paradigm, work must shift to better outcomes for health consumers and healthcare enterprises.
Point of View
July 14, 2023To reduce license churn, it is essential to help the CIO train users on new features.
Point of View
July 13, 2023Practical use cases will thrust generative coding, GenAI, and LLMs into the development lifecycle, upending software development.
Highlight Report
July 05, 2023Publicis Sapient is expanding geographic footprint through acquisitions, adding capabilities, & local capabilities along the way.
Highlight Report
June 28, 2023There’s a disconnect between the speed CEOs want to move and the ability of their enterprise to take advantage of GenAI.
Point of View
June 28, 2023Uncover what you should and shouldn’t do when determining how to integrate GenAI into your business—and what to expect to pay.
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