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.
Data Viewpoint
October 19, 2021Digital transformation is dead. Data shows enterprises need a more evolutionary approach.
Point of View
October 19, 2021Our five core research pillars and CHIEF principles provide differentiated insights to CISOs, IT and business leaders.
Point of View
September 16, 2021How XpertRule's clients are improving CX and EX in tandem.
Point of View
September 15, 2021We connected with Sourcepoint and one of their clients to understand how they are revolutionizing mortgage servicing together.
Point of View
September 10, 2021Nevermind the garden variety disruption, but disruptive innovation is what will take you out if you are not paying attention.
Point of View
September 10, 2021Core Admin System (CAPS) are way past their expiry but we have AI & cloud to help replace them fast...so giddy up health plans!
Highlight Report
August 30, 2021BP3 is the newest RPA services specialist that can offer enterprise customers the reassurance of scale.
Point of View
August 27, 2021Ransomware attacks on healthcare is rampant; regulations and enterprise capabilities are insufficient. So consumers to own data.
Point of View
August 25, 2021HFS Symposium, Digi Chat with Phil Fersht, and Manish Sharma on enterprises digital transformation journey and market adoption.
Point of View
August 24, 2021The HFS OneOffice™ Digital Symposium hosted an executive panel discussing the challenges and opportunities in 2021.
Point of View
August 24, 2021How Celonis is helping clients get past legacy silos and meaningfully embed the Triple-A Trifecta.
Point of View
August 23, 2021Breaking down barriers between the front, middle, and back office is a foundation for navigating transformation.
Highlight Report
August 23, 2021Helping retailers accelerate their digitalization amid disruption.
Highlight Report
August 23, 2021The interface between humans and AI is getting more and more important thanks to applications with specific deliverables.
Point of View
August 19, 2021Digital transformation fails for three key reasons—culture, talent, and process debt.
Point of View
August 17, 2021Coforge pivoted fast and pivoted right, right from the early days of the pandemic.
Point of View
August 16, 2021Digi-side Chat on Unselfish Leadership with Jesus Mantas, Senior Managing Partner, IBM.
Point of View
August 13, 2021An engaging digi-side chat between Azeem Azhar and Phil Fersht on the intersection of technology and society.
Top 10 Report
August 13, 2021Analysis of the best providers of CX services firms across execution, innovation, OneOffice, and voice of the customer criteria.
Point of View
August 12, 2021Read the key findings of the Native Automation panel at HFS Symposium 2021.
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