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 27, 2025This thought leadership will explore the enterprise's willingness to move BPO services from FTEs to a service-as-software model.
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.
Highlight Report
August 24, 2020Explores Wipro's rationale and the market outlook for the industry in LATAM
Highlight Report
August 21, 2020This highlight discusses about Bosch GuardMe, a lone worker protection solution.
Point of View
August 19, 2020This POV outlines the main advantages of low-code/no-code development, and acts as a primer to our series of service provider profiles in this space
Highlight Report
August 18, 2020Infosys announced a landmark deal with asset management firm Vanguard - we dig into why this is a notable win.
Point of View
August 03, 2020How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX
Highlight Report
July 13, 2020This report explains how Infosys is enabling BCP planning for its manufacturing clients.
Highlight Report
July 10, 2020PwC has invested significantly in experience consulting and in developing a unique framework for measuring and quantifying experience initiatives.
Point of View
July 09, 2020Cardinal Health shows how finance is becoming more customer-focused, predictive, and strategic
Highlight Report
June 25, 2020In this PoV we discuss about Accenture Digital Factory that is helping the Changi Airport team to imagine, experiment and co-create digital products and
Highlight Report
June 17, 2020Deloitte’s approach aligns business leaders for maximum impact
Point of View
June 02, 2020How five companies are using digital associates to create better experiences for stakeholders
Highlight Report
June 01, 2020This report takes a look at how Accenture is working with an alliance of CHRO's to help people get back to work.
Highlight Report
May 27, 2020Cognizant continues to make significant investments in 2020 – with a bold move to gain stronger talent base
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
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