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.
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.
Highlight Report
November 29, 2022CX leaders realized the importance of balance between data, technology, and people to drive successful CX transformation.
Data Viewpoint
November 02, 2022Balance both the physical and virtual worlds for brand experience.
Highlight Report
November 01, 2022Strategic transformation partnerships in financial services are evolving from effort to performance to shared purpose in real time.
Point of View
October 31, 2022This panel at the HFS Super Summit explored the talent war, how we may be entering a “tech-ade,” and the macroeconomic environment.
Point of View
October 28, 2022The 2023 HFS research agenda aims to help enterprises align their strategy and investments around value.
Point of View
October 27, 2022Metaverse can re-invent the employee experience – including a radical challenge to the very existence of meetings as we know them.
Point of View
October 24, 2022HFS's Melissa goes all in with a Super Sumit panel on how experience is everything!
Point of View
October 18, 2022Employers must consider the bigger mental health picture beyond wages, if they are to win the talent war.
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