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.
July 09, 2025Tariffs exposed brittle delivery models, pushing bold enterprises to automate, adapt sourcing, and build resilience.
June 20, 2025Birlasoft helps Knorr-Bremse modernize e-commerce, cut support calls 40%, and boost global digital sales.
June 04, 2025Zeta empowers marketers with AI-driven control, simplifying MarTech with modular tools for personalization, speed, and agility.
Point of View
May 21, 2020In this PoV, we discuss how this latest acquisition is a win-win scenario for both Accenture and Callisto.
Point of View
May 19, 2020Leadership needs to pivot at a pace many have never experienced, and only time will tell if organizations can ignite their people to turn the tides.
Point of View
May 12, 2020Clients and future talent are looking for reassurance that providers are taking learning and development seriously.
Point of View
May 07, 2020HFS’ Phil Fersht recently sat down with Alex Rinke, the co-CEO of the process-mining unicorn Celonis, to talk through the company’s journey, key client and
Point of View
May 07, 2020Providers are positioning themselves as central points for the COVID-19 response; collaborating now will prepare your ecosystems for future challenges
Point of View
May 06, 2020Remote working at scale has become the new business normal - we examine how one provider has used established processes and technology to make sure their runs a
Point of View
May 04, 2020Mars, Inc shares its response to today’s paradigm shock
Point of View
April 28, 2020Service Providers must nurture relationships with their employees if they hope to retain the talent needed to compete on the other side of COVID-19.
Point of View
April 27, 2020Asynchronous messaging should simplify interactions for both the consumer and the agent.
Point of View
April 27, 2020COVID-19 means that now more than ever, it is important to invest in security as demand increases to support the growing number of work-from-home employees and
Point of View
April 25, 2020COVID-19 has caused chaos for enterprises, creating unprecedented challenges with the increase in employees working from home. These challenges have raised and
Point of View
April 23, 2020Old Mutual prioritizes IT and business collaboration to drive RPA success.
Point of View
April 20, 2020Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge
Point of View
April 14, 2020Yes, we all know to consider the end user—just be sure to cover every end user: it’s critical whether you’re in local government or a CMO.
Point of View
April 06, 2020From pilot tests to "bot bashing" -- How TD Bank integrates digital associates in the workplace
Point of View
April 03, 2020Times of crisis must drive a new digitally optimized customer service model
Point of View
April 01, 2020The stress levels of CISOs are rising, with 90% advising they are moderately or tremendously affected. Enterprise leaders must act: improve working conditions,
Point of View
March 31, 2020Bulk buying and mass panic will not last forever- current high-demand manufacturers must adapt accordingly.
Point of View
March 30, 2020With quarantines and “social distancing” practices becoming commonplace, enterprise leaders need to adapt to this new way of life as well, re-thinking many
Point of View
March 27, 2020As we all adjust to the new abnormal, this is the time for the digital workforce to shine.
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