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.
Highlight Report
April 19, 2023Kalyan Kumar shares his view on what changed recently and leaders' expectations during the challenging macroeconomic situation.
Highlight Report
April 14, 2023Hexaware has leapfrogged life sciences capabilities by stitching together capabilities from Mobiquity and HighPoint Solutions.
Highlight Report
April 11, 2023Building partnerships beyond the business with an experience-first focus is imperative for modern marketers.
Highlight Report
April 06, 2023Sitel Group’s 750-plus customers have a new name to get used to. Here's why, and the difference it is going to make.
Highlight Report
April 06, 2023Enterprises expand their use of ServiceNow beyond ITSM but succeed if they work with a suitable service partner in the new space.
Highlight Report
April 06, 2023Wipro’s CIS offerings for retail now manifest a unified retail commerce vision.
Highlight Report
April 05, 2023At the London HFS Horizons Summit, we convened an expert panel to bust the metaverse bullsh*t.
Point of View
April 04, 2023Get more from your manufacturing business by harnessing data from operational technology, IoT, and IT.
Horizons Report
March 28, 2023This HFS Horizons report profiles 18 leading service providers and consultants offering metaverse services.
Highlight Report
March 17, 2023Launch by NTT Data promises to streamline software engineering by delivering digital, data-driven design & experience solutions.
Data Viewpoint
March 15, 2023100% of enterprises say they will up spend on metaverse services over the next two years. Low code also immune from cuts.
Point of View
March 09, 2023Those suffering metaverse hesitancy should follow the money, prioritizing better EX and CX, and enhanced data with digital twins.
Point of View
February 16, 2023Pharma spin-offs must explore partnerships with suppliers to address opportunities for process reengineering and transformation.
Market Impact Report
February 08, 2023ICT giant Ericsson shows how to build on HFS One Office™ foundations to take the leap to an HFS Horizon 3 organization.
Point of View
February 06, 2023Putting together your 2023 marketing plans without including the metaverse may be a one-way ticket to your rapid exit.
Point of View
February 06, 2023Enterprise leaders at a recent HFS roundtable supported by Uniphore shared insight on reimagining CX in an uncertain world.
Market Analysis
January 31, 2023Which of the top 16 IT and business services providers were the best employers in the world?
Point of View
January 31, 2023Healthcare vertical integration will require tech-enabled services to realize value and change the trajectory of the triple aim.
Point of View
January 30, 2023In a world of conflict, crisis and downturn, C-suites need to win the talent war by empowering staff to shape the future.
Data Viewpoint
January 17, 2023Service providers remain aligned with commercial insurance that is declining while not investing in growth segments.
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