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
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.
Point of View
July 16, 2019Process industries keep falling behind on the road to Industry 4.0 - agile transformations are tough, but they must find a unique path.
Point of View
July 16, 2019Cognizant's recent acquisition of Zenith Technologies boosts it's capabilities in Pharma, but also in IoT.
Point of View
July 11, 2019Design leaders in banking share their ideas on using experience innovation to transform CX
Point of View
July 04, 2019At our June 19 executive roundtable in New York to discuss the potential of integrated automation for elevating customer experience, it was clear that the of is
Point of View
July 03, 2019HFS Research visits Infosys Raleigh Innovation Hub on their first Analyst address.
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