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.
September 01, 2025Semiconductor companies must align partnerships and innovation to bridge the gap between partners and client goals.
August 20, 2025Straive earns the HFS Challenger title for evolving from content services to AI, analytics, & digital solutions across industries.
July 09, 2025Tariffs exposed brittle delivery models, pushing bold enterprises to automate, adapt sourcing, and build resilience.
Point of View
November 03, 2019At a recent event, HCL brought two major clients in to talk us through their digital journey.
Point of View
October 28, 2019It’s a great time to be a mid-tier IT services firm. While the largest IT services firms are vying for big ticket “transformation” engagements and
Point of View
October 18, 2019As we well know, Accenture is not afraid to make a few acquisitions to bolster its armory and it has once again demonstrated this buying power with the of BCT
Point of View
October 18, 2019Enterprise AI leaders must leverage AI solutions at the intersection point of horizontal technical AI capabilities and vertical-specific depth.
Point of View
October 16, 2019Swedish whisky house Mackmyra created a blend of single malt whisky, Intelligens, using AI with cloud-based compute and infrastructure services from Microsoft
Point of View
October 03, 2019HFS POV on Sutherland's human-centered design and on-demand solution that enterprises can use to become more agile with their omnichannel efforts.
Point of View
October 01, 2019A key reason that many AI early adopters are not too happy with AI’s business value is that in several cases, the journey map had technology-first direction.
Point of View
September 27, 2019Automation Anywhere (AA) recently announced its acquisition of Klevops declaring a “new Attended Automation 2.0.” HFS sees this as a much-needed injection
Point of View
September 24, 2019Part one of two: HFS CEO Phil Fersht talks with Genpact's CEO and Chief Strategy Officer about their best Q in six years and strategic acquisitions.
Point of View
September 24, 2019Can Concentrix disrupt the traditional CX services model with its Solv Crowdsourcing solution?
Point of View
September 19, 20192D has reached its limits in mimicking 3D. True “holography” and AR are reinventing customer and worker experiences, minus the historical barriers.
Point of View
September 11, 2019How the highest performing organizations across the Global 2000 companies are rethinking operations and transforming interactions to support the customer
Point of View
September 10, 2019How a leading sportswear company partnered to evolve its omnichannel platform from back to front
Point of View
September 06, 2019With ransomware’s lethality continuing to grow, industry leaders must look to themselves as part of the problem.
Market Analysis
September 02, 2019This is the HFS list of top 50 BPO providers by revenue.
Point of View
August 15, 2019Mid-size IT service provider LTI just announced its acquisition of Lymbyc, an artificial intelligence (AI) product firm based in Bengaluru, India.
Point of View
July 30, 2019Finance and accounting leaders from multiple industries gathered with HFS analysts to discuss their journey to the Finance OneOffice.
Point of View
July 26, 2019Showcasing why talent and culture are so important to CX partnering strategy, through a glimpse into Teleperformance University and the Athens multi-lingual
Point of View
July 18, 2019The insurance industry is ripe for disruption as consumers seek innovative ways to insure risk and change agents offer considerable opportunities.
Point of View
July 17, 2019Moving away from political satire - The UA hopes our remaining 6 readers enjoy some actual analysis littered throughout providers’ recent activity.
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