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
January 06, 2022Concentrix recently announced its latest acquisition of global UX/CX design engineering company PK in a significant bid to break into the “design market.
Point of View
January 05, 2022The OneEcosystem™ takes us beyond the walls of our organizations to collaborate with partners to anticipate customer needs.
Point of View
December 21, 2021Demand for talent at scale continues strongly, but where will we find the talent to deliver as The Great Resignation rages on?
Data Viewpoint
December 20, 2021Shared accountability and personalized engagement are the two essential ingredients for building a cybersecurity-conscious culture.
Highlight Report
December 17, 2021One million dollars doesn’t sound like it goes far amid the noise of the automation services sector. What is qBotica planning?
Highlight Report
December 17, 2021The battle for the already-skilled will get expensive fast. Explore a broader and more diverse talent pool.
Data Viewpoint
December 14, 2021IT/BPO industry is very much in the midst of talent crisis. Data shows greater resignation and higher attrition seen in Q3 2021.
Point of View
December 13, 2021Ambitious procurement organizations of the future will act as "ecosystem builders" for the enterprise.
Point of View
December 08, 2021HFS F&A roundtable finds that finance cannot survive as a back-office function without focusing on driving strategic objectives.
Point of View
December 07, 2021HFS roundtable finds that procurement must use technology to transform processes and find new sources to drive growth.
Highlight Report
December 06, 2021Infosys argues it is as local as any rival in Europe, thanks to investment in capacity, boots on the ground, and innovation.
Data Viewpoint
December 01, 2021Building/sourcing data management teams will help retailers overcome their data security and governance issues
Highlight Report
November 30, 2021The HFS take on Capgemini's annual strategy update: the firm is going deep rather than broad.
Highlight Report
November 18, 2021HCL is making solid progress with its DRYiCE portfolio of AI and Automation solutions.
Highlight Report
November 11, 2021Managed services are an essential part of the healthcare ecosystem, to alleviate the non-clinical functional burdens.
Highlight Report
November 09, 2021Unlike AWS and Google, DigitalOcean is setting its sights on cloud provision for start-ups and small-to-medium sized businesses.
Point of View
November 08, 2021The why, what, and how of crafting a trust and safety strategy.
Data Viewpoint
November 04, 2021Operations leaders are exploring the potential for gig to augment their workforce.
Point of View
November 04, 2021Digital-first and human-centered design is the foundation of differentiated CX
Market Analysis
October 29, 2021A guide to strategic considerations for critical trust and safety processes.
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