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 01, 2018HFS discussed the potential, hype, and actual progress of ML in a candid conversation with Robbie Allen, CEO of Infinia ML.
Point of View
September 17, 2018RPA pricing is a critical issue impacting scalability and industrialization, but is there a better more practical model?
Point of View
September 13, 2018Through tracking recent Cloud migration deals, HFS is able to paint a picture of the major drivers for enterprises moving to the cloud.
Point of View
September 10, 2018Falling prey to these myths will inhibit the potential for your business unit to take advantage of these opportunities.
Point of View
September 04, 2018Cognitive assistants have become a crucial element of the digital business operations ecosystem.
Point of View
August 22, 2018We're all quick to talk about amazonification, but at the expense of focusing on the more impactful trend of sharing. This report digs into how sharing in our
Point of View
August 13, 2018AI is now a crucial tool in workforce management, but assuming it can solve all of a company’s HR issues is dangerously naïve.
Point of View
June 25, 2018Industry 4.0: The shift from mass production to mass customization
Point of View
June 19, 2018The global market leader in contact centers, Teleperformance, has made the first bold move to shake up an industry in desperate need of a shakeup
Point of View
June 14, 2018you’ve Integrated your Digital and Traditional Customer Channels.
Point of View
May 31, 2018Use robotic process automation (RPA) to transform source-to-pay (S2P) and set a clear course to competitive advantage
Top 10 Report
May 28, 2018The report assesses and profiles an exclusive set of 16 providers with broad coverage across multiple elements of the Digital OneOffice
Point of View
May 09, 2018Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short
Point of View
April 30, 2018Enterprises are failing to maximise the benefits of their SaaS deployments because they under-estimate the importance of ongoing management services.
Point of View
April 20, 2018How will IT professionals and leaders survive in the new digital world that's making all of their traditional IT Skills irrelevant?
Point of View
April 18, 2018Infosys plans to sell off Panaya & Skava, acquisitions made under the watch of former CEO Vishal Sikka. Will this benefit clients in the long run?
Point of View
March 30, 2018The role of customer engagement service providers has never been more important or more complicated.
Point of View
March 07, 2018As one generation of services grinds to a halt, another is quickly ramping up to drive what we at HfS are calling F&A 3.0.
Point of View
February 28, 2018The framework for the touchless digital customer experience and the creation of an intelligent, single office to enable it.
Point of View
January 31, 2018The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.
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