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
March 24, 2022Learn from the experience of a senior manager leading the “digital workforce” at a US consumer products business.
Point of View
March 22, 2022The trading team of a major global energy firm is paving the way for industry-wide digital transformations.
Point of View
March 16, 2022We cover four imperatives that the future finance leaders should consider to stay relevant.
Highlight Report
March 11, 2022There is no topic more important than talent - how to attract it, cultivate it, and keep it.
Point of View
March 10, 2022SaaS may be the most important investment an insurance firm can make in modernizing systems.
Point of View
February 28, 2022Key takeaways from a global roundtable that explored what firms are doing to re-imagine their CX-related processes.
Point of View
February 17, 2022Self-insured employers who underwrite healthcare for 25% of US population can change the trajectory of cost and health outcomes.
Point of View
February 17, 2022Parkland Community Health Plan enabled modern core technologies to super charge their community healthcare delivery capabilities
Point of View
February 17, 2022How Arbonne pivoted to working from home during an intense growth phase
Point of View
February 16, 2022In this PoV, we highlight the future roadmap of engineering services and its transition from OneEnterprise to OneEcosystem view.
Point of View
February 15, 2022Six enablers you should demand as you select the software to build out your OneEcosystem
Data Viewpoint
February 15, 2022This DVP highlights the importance of a change mindset in the path to achieving the required digital fluency and transformation.
Highlight Report
February 14, 2022Insight into emerging players through our new Hot SaaS program and the Hot SaaS 100
Highlight Report
February 14, 2022The automation revolution has hardly begun. It will take center stage as we build out OneEcosystem
Highlight Report
February 11, 2022ServiceNow is expanding its platform capabilities with RPA and Process Intelligence to progress toward the OneOffice.
Highlight Report
January 28, 2022Growing fintechs need more than a good idea and investors with deep pockets. Operational excellence is essential to succeed.
Data Viewpoint
January 18, 2022600 business leaders confirm SaaS is changing the way companies approach outsourcing needs and making better employee experiences.
Point of View
January 14, 2022The continued maturation of digital health for primary care will disrupting health insurance in the US
Point of View
January 14, 2022COP26 marked a shift from ambition to action. But less than 20% of organizations have the transition plan they need
Top 10 Report
January 13, 2022The culmination of the HFS OneOffice Services Top 10 series, ranking the best of the best in digital transformation capabilities.
If you don't have an account, Register here |
With the exception of our Horizons reports, most of our research is available for free on our website. Sign up for a free account and start realizing the power of insights now.
Our premium subscription gives enterprise clients access to our complete library of proprietary research, direct access to our industry analysts, and other benefits.
Contact us at [email protected] for more information on premium access.
If you are looking for help getting in touch with someone from HFS, please click the chat button to the bottom right of your screen to start a conversation with a member of our team.
