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 14, 2015An initial assessment of our research that we will share through a forthcoming study unveils that a number of sourcing service providers are on the path to how
Point of View
September 23, 2015All hail the rise of the Digital Transformer, a new breed of board-savvy, change-driven leader, charged with transforming enterprise-wide risk management, and
Point of View
July 31, 2015The rapid pace of #digitaltransformation, the arrival of #IoT, and the rush by organizations to move assets online, has created nirvana for both private and to
Point of View
July 17, 2015A conversation with Jesus Mantas, General Manager of IBM Global Process Services, recorded at our As-a-Service Working Summit, on the impact of personalization
Point of View
July 01, 2015HfS recently visited Luxoft's development center in Kiev and got an inside view into what is driving the company’s success.
Point of View
May 29, 2015With the emergence of the As-a-Service Economy, we have an opportunity to change the profile of the healthcare BPO professional for greater connection with in
Point of View
May 19, 2015As the on-shore market grows, RevAmerica attendees were eager to explore what it takes to train, attract, and develop talent to meet this rising demand.
Point of View
April 30, 2015ConnectYourCare is tackling an issue in health care financing -- making the HDHP/HSA that is a generally a bit "daunting" more user friendly and accessible --
Point of View
April 15, 2015HfS Research believes that in order to really embrace the “As-a-Service Economy,” enterprises will have to develop new capabilities that go beyond what was
Point of View
March 09, 2015Beyond attractive locations HR service centers must support diversity in all forms from language and culture to SaaS and managed services. A clear human capital
Point of View
February 05, 2015HfS has questioned if companies flocking to Workday are being set up for success, so we took note when HR consulting firm Mercer joined the Workday partner and
Point of View
November 06, 2014The role of an analyst is to be therapist and advocate. HfS analysis of the HR Technology Conference 2014 is that it may be enabling some of the dysfunction in
Point of View
October 07, 2014PeopleDoc is helping GBS functions improve workforce efficiency and effectiveness through improved HR information accessibility and accountability with its and
Point of View
October 07, 2014In an era of constant change, companies have to consider if organizational redesign, policy & process changes, technology automation, and outsourcing – or a
Point of View
September 26, 2014More work is being done for organizations today by people that are not on the actual payroll. Companies need to develop strategic workforce plans and workforce
Point of View
September 19, 2014Last month IBM announced a new Global Business Services (GBS) Talent and Change practice. Since HfS watches GBS and the employee experience very closely, we its
Point of View
August 26, 2014Lessons can be learned from the airline industry as Talent Acquisition Service leaders travel to compete for global business and inspire and motivate their to
Point of View
June 19, 2014Accenture’s Digital webcast provided a deeper dive into the launch of its Digital Growth Platform.
Point of View
May 12, 2014As marketing drove new business growth by addressing the customer experience, HR needs to actively design new workforce service models focused on the employee
Point of View
March 20, 2014Aegis's recent acquisition of Symphony BPO shows that in the world of customer experience management (CEM) competitiveness is still very much driven by scale.
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