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.
Market Vision Paper
November 21, 2024Firstsource is helping clients embrace the agentic AI opportunity.
Point of View
November 20, 2024GenAI plus customer data platforms highlight the potential power of “and”
Market Impact Report
November 12, 2024HFS Research, in partnership with Cognizant, surveyed 151 US mid-tier FS firms to understand their unique needs in a post-SVB world.
Point of View
November 11, 2024GenAI transformation isn’t only enhancing marketing—it’s redefining it.
Point of View
November 11, 2024As technology investments drive more fan engagement and, subsequently, more revenue, all major sports franchises will follow suit.
Point of View
November 07, 2024As formal DEI programs fade, embedding inclusive practices into core business operations becomes crucial for sustainable growth.
Point of View
October 28, 2024Procurement faces operational issues, data challenges, and talent gaps, however, leaders can add value with ecosystem partners.
Point of View
October 15, 2024A leader’s success or failure hinges on relationships, and employees are deeply aware of this.
Highlight Report
September 27, 2024At its annual Dreamforce event in California, Salesforce officially unveiled Agentforce, an allin-one agentics and Gen AI solution.
Highlight Report
September 16, 2024AI adoption risks employee discontent. Cognizant balances efficiency and experience using design, AI, and data.
Highlight Report
September 10, 2024Xerox is overcoming dramatic business model changes with the help of the TCS business-in-a-box model.
Point of View
August 26, 2024The ‘Future of Retail’ framework professes a customer-oriented paradigm enabled by tech.
Data Viewpoint
August 21, 2024Banks must select their approach carefully to ensure continuously evolving systems.
Point of View
August 08, 2024E&U leaders must adapt to sector convergence, integrating renewables, smart grids, and IoT, or face obsolescence.
Point of View
August 08, 2024Train your way out of AI skills debt or prepare for a war for talent only those with the deepest pockets can hope to win.
Highlight Report
July 30, 2024Unit4 provides an example other vendors can follow to make it easier for customers to get more from their ERP software sooner.
Point of View
July 23, 2024DEI is at a crossroads—organizations must either revitalize their efforts or risk abandoning these essential values entirely.
Highlight Report
July 19, 2024HFS Research took New York by storm in May 2024 with our latest and greatest Horizons Summit event.
Market Analysis
June 28, 2024Summary of the Resources, Energy and Utilities HFS pulse data for 2024.
Competitive Intelligence
June 25, 2024A look at how EXL performed in the HFS Horizons: Customer Experience Service Providers, 2024
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