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
January 24, 2018A number of the main predictions of drivers for investment in cyber security services in 2018.
Point of View
January 23, 2018A multitude of forces is reshaping the oil and gas industry that push the industry to re-imagine the way it operates.
Point of View
January 17, 2018The last few weeks have been dizzying for TCS, with two mega-deal announcements making the entire technology services industry sit up and take notice.
Point of View
January 17, 2018Salesforce Einstein is an example for industrializing machine learning, deep learning and NLP as part of its platform strategy
Point of View
January 02, 2018IPsoft is upping the ante in service management by combining its Amelia virtual agent with the IPcenter platform under the 1Desk branding
Point of View
December 28, 2017Digital Transformation takes many forms. We observe six dominant approaches to digital transformation.
Point of View
December 20, 2017Amazon, Apple, AWS, Facebook, Google, Netflix, Salesforce, Airbnb, and Uber. What have they fundamentally changed?
Point of View
December 12, 2017A write up of our recent conversation with Malcolm Frank and Dr. Mary Lacity on Automation, Blockchain and much more
Point of View
November 21, 2017How enterprises can align with a shared vision of creating a better customer experience
Point of View
November 20, 2017Examples of how ecosystems are delivering impact in CA, KY, NC, and Ontario for citizens through health and human services.
Point of View
November 20, 2017RPA initiatives, in general, have not nearly met cost savings and productivity targets anything near these touted outcomes.
Point of View
November 16, 2017Tigerspike adds enterprise mobility design and engineering capability for crafting user experiences with Concentrix and clients.
Point of View
November 14, 2017This report dives into the trends impacting the application services market uncovered during the Application Development and Management Blueprint.
Point of View
November 08, 2017This report outlines client buying behavior and preferences in the SAP SuccessFactors services market.
Point of View
October 31, 2017Recreating the employee experience to enable change and growth.
Point of View
October 31, 2017Cisco's OneOffice journey to delivering world class customer service
Point of View
October 27, 2017Update Your Outsourcing Contract Practices to Capture the Potential of Intelligent Automation While Mitigating Risk.
Point of View
October 12, 2017This PoV assesses NGA HR's disposal of its long-held UK&I software business, and what it means for the future.
Point of View
October 03, 2017Data is the new Currency of Business - This workshop presentation goes into depth on how C-Suites are driving their operations leaders to shift gears
Point of View
October 03, 2017Lessons from the Chicago Summit in cultivating a OneOffice culture
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