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.
July 09, 2025Tariffs exposed brittle delivery models, pushing bold enterprises to automate, adapt sourcing, and build resilience.
June 20, 2025Birlasoft helps Knorr-Bremse modernize e-commerce, cut support calls 40%, and boost global digital sales.
June 04, 2025Zeta empowers marketers with AI-driven control, simplifying MarTech with modular tools for personalization, speed, and agility.
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.
Market Vision Paper
January 16, 2023Advancing AI technologies are poised to shake up the outsourcing world.
Highlight Report
January 12, 2023Organizations can gain valuable insights from domain-specific finance automation over and above benefits of speed and efficiency.
Point of View
January 11, 2023Metaverse enthusiasts must go beyond vanity projects to avoid indefinite postponement by recession-wary CFOs.
Highlight Report
January 06, 2023Digital transformation programs are failing to realize the value that enterprise leaders expect. EX holds the key to improvement.
Competitive Intelligence
January 02, 2023A look at how Genpact performed in the HFS Horizons: Retail and CPG Service Providers, 2023
Point of View
December 21, 2022There is a generational opportunity to improve health & care for employees if CHRO's and CFO's can collaborate and innovate.
Point of View
December 15, 2022Phil Fersht, CEO and Chief Analyst at HFS, talks to Jesus Mantas, Global Managing Partner at IBM Consulting.
Point of View
December 14, 2022This market scan of 42 Intelligent Document Processing vendors identifies which covers which industries, functions, and use cases.
Point of View
December 09, 2022Tech Mahindra doubles down on working from home as a distinct delivery strategy
Highlight Report
December 08, 2022A US ID initiative is accelerating tech-driven customer and document-centric solutions, cutting costs and improving CX and EX.
Point of View
December 02, 2022Services firms hold an immense opportunity and responsibility for sustainability.
Highlight Report
December 02, 2022New AI regulations in the US and Europe mean HR leaders need to understand how they deploy AI - and quickly.
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