More HFS Customer Experience Research

Top 10 Report

HFS OneOffice™ Services Top 10: Digital transformation in action

The culmination of the HFS OneOffice Services Top 10 series, ranking the best of the best in digital transformation capabilities.

Point of View

Concentrix acquires PK, but will this be transformative to its CX capability, or yet another fringe

Concentrix recently announced its latest acquisition of global UX/CX design engineering company PK in a significant bid to break into the “design market.

Highlight Report

qBotica scales up its ecosystem approach to help enterprises build their own automation services

One million dollars doesn’t sound like it goes far amid the noise of the automation services sector. What is qBotica planning?

Highlight Report

America’s got talent—but you must cast a wider net to crack the digital skills crisis

The battle for the already-skilled will get expensive fast. Explore a broader and more diverse talent pool.

Data Viewpoint

Retailers should overcome data governance and security issues to improve the CX

Building/sourcing data management teams will help retailers overcome their data security and governance issues

Highlight Report

Optum’s Market Performance Partnerships lend viable non-clinical operational options to providers

Managed services are an essential part of the healthcare ecosystem, to alleviate the non-clinical functional burdens.

Data Viewpoint

The biggest operational model shift is just ahead: get ready for gig!

Operations leaders are exploring the potential for gig to augment their workforce.

Point of View

You must rewire your customer experience for the virtual economy

Digital-first and human-centered design is the foundation of differentiated CX

Market Analysis

The Content Moderation Playbook

A guide to strategic considerations for critical trust and safety processes.

Point of View

Arrest the disruption now—that light you see is not the end of the tunnel

Nevermind the garden variety disruption, but disruptive innovation is what will take you out if you are not paying attention.

Top 10 Report

CX Services in the Pandemic Economy—The Best of the Best Service Providers

Analysis of the best providers of CX services firms across execution, innovation, OneOffice, and voice of the customer criteria.

Point of View

How People’s United Bank worked with Pega and Virtusa to create customer personalization

Read how People’s United Bank used Pega to transform the its customer experience to remain competitive.

Point of View

Healthcare must blow up its organizational silos to thrive in a post-pandemic world

The time is now to replace analog work methods with the OneOffice mindset & work culture.

Point of View

Develop a hyper-personalized employee experience

Everyone’s ideal work-life balance and working from home experience is different.

Data Viewpoint

Busted! It’s a myth that healthcare industry is a laggard in emerging technology adoption

Healthcare has long been considered a technology laggard, however it has emerged a leader in the adoption of emerging tech.

Point of View

Break down silos to supercharge EX and CX in tandem

C-suites must align the whole organization behind customer and employee experience transformation–focusing on business outcome.

Highlight Report

Capgemini's Financial Services TechnoVision 2021 framework is more than meets the eye

Capgemini has released its Financial Services TechnoVision framework externally for the first time.

Hot Vendor

HFS OneOffice™ Hot Vendors: Q2 2021

An exclusive group of emerging players, each with the vision and strategy to impact the market.

Data Viewpoint

Providers have transformational opportunities across industries with top IT budgets

Enhanced customer experience, resilient supply chain and transformation in specific sub segments are the key strategic priorities.

Highlight Report

With its NxT Digital acquisition, Mindtree aims to orchestrate connected enterprises

Enterprises want to work with partners who can bring in holistic solutions, along with the consulting expertise in IoT services.

Point of View

Embrace NATIVE automation to enable growth strategies

Applying automation lens to the data-driven strategy will help companies succeed in their digital transformation programs.

Highlight Report

NTT DATA’s Nucleus for Healthcare's psychographics drive to personalized care

Using psychographic data to construct a usable 360 degree view of the health consumer.

Hot Vendor

Hot Vendors Compendium 2018-2021

Your mega-compendium of HFS OneOffice Hot Vendors organised by change agents, business services, IT services, industry and A-Z.

Point of View

Adopt emerging tech before it becomes table stakes

Digital health is at the beginning of the end of its journey. The end is near—not because digital health is becoming obsolete but because its underlying are

Highlight Report

Kofax captures PSIGEN – adds innovation-friendly tools

Intelligent document processing and workflow vendor extends capture, content management, and workflow automation skills.

Highlight Report

Process platform EvoluteIQ accelerates its evolution

Low-code business process automation platform provider almost triples its headcount in six months.

Point of View

To react to disruption rapidly, build a foundation of customer-centric experience design

How Premier set up a unique digital customer experience that came to the rescue in a crisis

Hive brings cloud-enabled AI to the battle against hate speech – and bags $50m in Series D funding Highlight Report

HFS Highlight: Hive brings cloud-enabled AI to the battle against hate speech – and bags $50m in Series

A cloud-enabled AI start-up ,with a crowd-sourced two-million-strong distributed workforce and a timely solution to tackle content moderation in social media, D

Point of View

Drive Healthcare Customer Experience with a OneOffice Mindset

Blue Cross Blue Shield Louisiana’s digital transformation roadmap in partnership with Capgemini

Automation investment boom sees ProcessMaker take $45m in first outside investment Highlight Report

HFS Highlight: Automation investment boom sees ProcessMaker take $45m in first outside investment

Low-code and open-source workflow automation vendor ProcessMaker has taken its first outside investment since its launch in 2008 - raising $45m in Series A

Point of View

To win trust, business leaders must take control of AI

Business leaders must understand how and why their machines make decisions so they can maximize their data strategies.

Data Viewpoint

HFS Data Viewpoint: In a work-from-anywhere economy, cybersecurity and cloud have become mission critical

Leaders must adopt the NATIVE automation mindset to take the fullest advantage of the cloud-native organizations they are building.

Point of View

Emerging technology adoption has a people problem

Digital fluency is required to reap the benefits of emerging technology

Highlight Report

HFS Highlight: Leaders must battle hard to avoid being de-railed on their journey to cloud native

Leaders at Wipro-supported HFS Cloud Native roundtable aim to double down on people and culture to avoid being derailed by the pandemic's second wave

Point of View

OneOffice, One World - The pandemic must inspire us to address climate change - which has no vaccination

We can’t vaccinate our planet when things get really bad—we must cure it ahead of time.

Point of View

Learn how Siemens Mobility achieved a digital transformation with an eye on the future

Learn how Infosys helped Siemens Mobility to achieve a digital transformation

Point of View

Slay your legacy dragons to go “straight-to-digital” with an integrated OneOffice technology platform

Find out how Oracles' vision exemplifies HFS' OneOffice with an integrated suite of cloud applications and by leveraging and analyzing data for the very best in

Point of View

Call center worker power is sustaining the in-office model

[70:30] is post-pandemic goldilocks ratio of in-office: WFA for contact center services

Hot Vendor

HFS OneOffice Hot Vendors Q1 2021

We present the HFS OneOffice Hot Vendors Report for Q1 2021. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value for the

Highlight Report

HFS Highlight: Solink’s new use cases enable work-from-anywhere managers to build better experiences

Solink’s new use cases enable work-from-anywhere managers to build better brick-and-mortar experiences with connected data

Highlight Report

HFS Highlight: Atos builds a Nest in Life and Pensions BPO

Nest is a platform for Atos to become a global force in L&P BPO

Point of View

Work-from-anywhere economy drives a huge reliance on customer data platforms

As we begin working-from-anywhere, so we begin consuming from anywhere, adding to the range of data touchpoints and complexity of achieving a 360-degree

Highlight Report

HFS Highlight: Firstsource’s newest partnerships target the patient experience for healthcare clients

Firstsource recently announced new partnerships with Zappix and Uniphore to target the healthcare

Highlight Report

HFS Highlight: IBM acquires Salesforce Platinum partner, 7Summits to bolster user-centric design

IBM acquires 7Summits to strengthen its position as a Salesforce transformation services partner

Highlight Report

HFS Highlight: Capgemini launches CornerShop to transform the in-store shopping experience

In February 2021, Capgemini, SharpEnd and The Drum launched a new retail innovation store, CornerShop. It's an innovative brick-and-mortar store based out of of

Highlight Report

HFS Highlight: The OneOffice Emerging Tech Stack enables enterprise-wide decision-making when certainty

The OneOffice Emerging Tech stack offers the listen-learn-respond capabilities to power decision-making in our increasingly complex business environment

Point of View

Insurance Executives: the time is right to go “straight to digital”

A new dawn for digital insurance: the pandemic is one crisis that is not going to waste. The industry has had a kick up the proverbial and is advancing steadily

Point of View

Marketers need customer data platforms to accelerate to OneOffice success

Customer data platforms (CDPs) meet three urgent needs for marketers to champion a OneOffice mindset. The cloud-based platforms can handle the trend to work and

Highlight Report

HFS Highlight: OneOffice Emerging Tech is the nervous system to make transformation real

Until now, we lacked clarity on the detail of how to engineer the move from the idyll of a strategist’s vision of digital transformation to a visceral, living

Highlight Report

HFS Highlight: Design sophisticated digital self-service to provide top-notch citizen experiences

ASR and NLU are the building blocks for intelligent self-service in the public sector

Point of View

Survival is on the line for travel and hospitality, and emerging tech is the silver lining

The COVID-19 pandemic’s impact has been profound and far-reaching in travel and hospitality, with executives in these sectors having relatively lower about .

Point of View

The OneOffice becomes the true digital operating mindset as GBS grinds to a halt

The OneOffice (connecting the front, middle, and back offices to create a touchless and frictionless digital experience) is no longer a pipe dream. Almost it a

Point of View

HFS Vision 2025: The New Dawn to Become a OneOffice Organization

HFS sees a “new dawn” emerging from the fog of 2020, and what is clear is that technology alone cannot absorb what has been the biggest shock of a lifetime,

Point of View

Nowhere to Hide: Embracing the Most Seismic Technological and Business Change in our Lifetime

400 Global 2000 executives share their views on protecting, adapting, and digitizing their businesses in the new reality

Market Analysis

ITMS and BPO Contract Analysis—Q3 2020

This report analyses publicly announced ITMS and BPO contracts in Q3 2020 by region, service types, key verticals, main vendors and digital services.

Point of View

New digital reality dictates reimagining customer and employee experience expectations

20 enterprise leaders share their strategies for transforming CX and EX in a virtual world

Highlight Report

HFS Highlight: Genpact acquires critical e-commerce capability to expand Rightpoint

Genpact's latest acquisition expands its experience capabilities targeted at digital commerce

Point of View

Imperative 2021: Make automation native to your digital business architecture

Make automation native within your enterprise to support the priorities of EX, CX, and PX on the road to the OneOffice.

Highlight Report

HFS Highlight: IBM looks to ace digital fan experience at the US Open

The second wave of digital transformation in Media will be driven by experiences.

Highlight Report

HFS Highlight: With the pandemic economy being defined by the cloud, Wipro adds European muscle to its 4C

In this Highlight we look at Wipro’s acquisition of Salesforce Platinum partner, 4C to strengthen its consulting and implementation skills in Europe and the

Highlight Report

HFS Highlight: Infosys acquires Kaleidoscope Innovation to bolster software product design and expertise

Explores the rationale for Infosys' recent acquisition of Kaleidoscope Innovation

Point of View

Use service partners to import fresh thinking to your industry

An agricultural equipment manufacturer partners with Infosys to ensure farmers have the tools and capabilities they need to feed the world

Point of View

Use integrated automation to align your employee and customer experiences

How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX