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.
October 23, 2025The Chief Customer Experience Officer must transform telecom customer support from a service function into a growth engine.
October 17, 2025The contact center is being redefined. Services-as-Software™ is breaking the old agent model and transforming the future of CX.
October 15, 2025Lenders should connect smarter with digital precision and empathetic outreach for stronger recoveries and CX.
Competitive Intelligence
May 16, 2024A look at how WNS performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Arise performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Concentrix performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Firstsource performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how HGS performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how IGT Solutions performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Movate performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how TaskUs performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Mphasis performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Atento performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Foundever™ performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how ResultsCX performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Teleperformance performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how TELUS International performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Transcom performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Alorica performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how TTEC performed in the HFS Horizons: Customer Experience Service Providers, 2024
Competitive Intelligence
May 16, 2024A look at how Cognizant performed in the HFS Horizons: Customer Experience Service Providers, 2024
Highlight Report
May 15, 2024EY adapts strategy after shelving Project Everest: integrates tech, prioritizes human-centric approach, and targets industry-specific solutions for market
Highlight Report
April 30, 2024Randstad Digital is poised to make its mark in the digital transformation landscape.
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