A collection of the latest views from the HFS analyst team on customer and employee experience.
August 06, 2026See where 33 service providers rank on AI-native customer experience and what sets the leaders apart.
August 21, 2026Only 10% of enterprises can scale agentic AI, and the gap is a continuous learning loop, not a better model.
August 17, 2026Orange Business is recasting trust as an operating model built on control points, not a slogan.
July 21, 2026Why CMT CX leaders must fix integration and data debt to make agentic AI deliver real customer value.
Competitive Intelligence
August 13, 2026A look at how Concentrix performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 13, 2026A look at how Coforge performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 13, 2026A look at how Atain performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Amdocs performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Tech Mahindra performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how TCS performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Sutherland performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Publicis Sapient performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how KPMG performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Infosys performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how IBM performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Genpact performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Firstsource performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how EY performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how EXL performed in the HFS Horizons: Customer Experience Services, 2026.
Competitive Intelligence
August 12, 2026A look at how Capgemini performed in the HFS Horizons: Customer Experience Services, 2026.
Horizons Report
August 06, 2026See where 33 service providers rank on AI-native customer experience and what sets the leaders apart.
Point of View
July 31, 2026Reset the GCC you already run before scaling it: 52% of GCC activity is now brownfield and 62% is AI-centric.
Take 5 Report
July 21, 2026Why CMT CX leaders must fix integration and data debt to make agentic AI deliver real customer value.
Hot Tech
July 08, 2026Zime's AI engine turns your best sellers' behaviors into scoreable guidance so every rep can sell like a five-year veteran.
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