Directly provides a CX automated platform that changes how companies deliver customer service by leveraging the knowledge of AI and the knowledge of expert users to resolve customer inquiries more efficiently at scale. These experts identify gaps in support content and are paid to: 1) create relevant support content that’s delivered to customers automatically, 2) teach AI algorithms to continuously improve, and 3) resolve customer questions quickly and effectively Unlike traditional contact center workers who are trained on a particular client account or product and are on-call during scheduled business hours, the experts that Directly sources are people who have in-depth, first-hand knowledge of its clients’ products already and answer questions on demand, where and when they want to. Directly states that this model boosts CSAT up to 20%, while resolving up to 40% of customer inquiries automatically.
August 07, 2025 The realities of winning in data and AI: Lessons from the front line.
August 04, 2025 The biggest barrier to AI success is the weight of legacy systems and outdated processes.
August 04, 2025 Cybersecurity is an enabler for E&U, not a constraint.
August 01, 2025 Petrochemical industry must be a digital command center that connects innovation with compliance and agility with accountability.
July 16, 2025 Mimica links task-level intelligence with automation to close the visibility–execution gap for enterprises.
July 11, 2025 ITCMAARS is a phygital platform designed by ITC to overhaul how Indian agriculture functions.
July 08, 2025 Decades of technical and process debt mean static and semi-flexible workflows deliver limited outcomes in today’s world.
July 03, 2025 Forget governance models. Focus on social determinants of health to drive real impact and better health outcomes.
June 30, 2025 Enterprises' GenAI success will not be decided by who writes the best prompt; instead, it will be decided by how you buy.
June 20, 2025 Birlasoft helps Knorr-Bremse modernize e-commerce, cut support calls 40%, and boost global digital sales.
June 19, 2025 You can’t scale AI on fragmented ops. Celonis puts process intelligence at the heart of enterprise transformation.
June 19, 2025 Flat-rate pricing wins because it offers peace of mind, not savings—buyers value certainty most.
June 17, 2025 The HFS 2025 voice of the SI partners survey reveals which tech vendors enable their ecosystem to truly drive enterprise value.
June 16, 2025 AI is a catalyst; enterprises must reinvent their value proposition to remain relevant to customers.
June 13, 2025 The energy and utilities industry must leverage ecosystem partnerships to deploy Agentic AI and E&U transition.
June 10, 2025 Genpact bets on Business Data Services to operationalize AI and drive real enterprise outcomes.
June 10, 2025 AI is disrupting services pricing; success hinges on behavioral economics, outcome-based anchors, fairness, and risk-sharing.
June 09, 2025 Automakers retrofit Western EVs globally, but today’s fragmented market needs regionally tailored, ecosystem-led ER&D.
June 04, 2025 Zeta empowers marketers with AI-driven control, simplifying MarTech with modular tools for personalization, speed, and agility.
June 03, 2025 Embedding CX at every stage of the transformation journey is essential for building lasting impact and competitive differentiation.
May 21, 2025 In our latest research, clients rated providers poorly on IP development, R&D investment, and effective fintech collaboration.
May 21, 2025 Clarifies what CISOs must deliver to boards, what they shouldn’t own, and how to align accountability with authority.
May 19, 2025 If that was ever an opportunity to differentiate, it’s now.
May 19, 2025 Cloud is now the operating system for AI transformation. Enterprises must rethink strategy, sourcing, and governance.
May 14, 2025 AI is the new attack surface—secure it with layered defenses, governance controls, and enterprise-wide accountability.
May 12, 2025 Software firms can grab $1.5T by replacing services with AI agents that slash costs, automate ops, and transform enterprise value.
May 02, 2025 Global services must shift from scale to outcomes—rewiring models, mindsets, and metrics for purpose-led value.
April 30, 2025 Birlasoft, a challenger in the Azure space, bets on growth with AI, industry-focused solutions, and enterprise modernization.
April 29, 2025 Leaders must revamp AI training to be adaptive that blends artistic and scientific talent.
April 28, 2025 AI and cybersecurity are no longer separate — their convergence defines the future of enterprise risk and resilience.
April 28, 2025 The PoV urges manufacturers to adopt emerging technologies for resilient supply chains and competitiveness amid global volatility.
April 25, 2025 90% of outsourcing spend now aligns to HFS’ eight strategic domains, with just four accounting for over half.
April 25, 2025 Tariffs are killing the offshore model, IT industry must reinvent or risk irrelevance.
April 24, 2025 Sportian was built by the sports sector, for the sports sector.
April 21, 2025 Traditional models aren’t failing at execution—they’re failing at logic. It’s time to build for complexity, speed, and autonomy.
April 17, 2025 Chronic instability demands more than tweaks—enterprise leaders must re-calibrate technology models for the new normal.
April 15, 2025 BFS firms must treat tariff turmoil like past crises—only a fast, focused, flexible response will safeguard tech and resilience.
April 11, 2025 BFSI must simultaneously adapt to and mitigate the climate and broader sustainability emergency.
April 03, 2025 Agentic AI changes how enterprises must access and act on data - offering the democratization of insight while cutting data debt.
April 01, 2025 A broader market shift is underway, with enterprises increasingly integrating AI directly into their core data platforms.
March 28, 2025 The telecom industry must take its opportunity in decarbonization, supply chain responsibility, and social impact.
March 27, 2025 The health system CIO agenda will be critical for business viability, future proofing, and transforming care delivery.
March 24, 2025 AI is transitioning from an experimental capability to a standardized commercial functionality within technology stacks.
March 19, 2025 Enterprises are betting on AI, but 45% of employees resist it. AI adoption demands workforce readiness—tech alone won't solve the gap.
March 13, 2025 WNS now holds a powerful card, but its success will be measured by how well it enables enterprises to operationalize analytics.
March 11, 2025 Tech Mahindra embeds AI-driven ESG into insurance, transforming compliance into a competitive advantage with automation and cloud solutions.
March 06, 2025 The POV describes IBM's quantum plans and strategies post its partnership with Yonsei University in S. Korea.
March 03, 2025 Artificial intelligence is reshaping product development by improving cost, quality, and sustainability.
March 03, 2025 Integrate the wealth of data, analytics, and baselining that ESG reporting efforts generate.
February 24, 2025 IT service providers can help healthcare clients achieve sustainability, boost efficiency, cut costs, and accelerate digital transformation.
February 19, 2025 An assessment of telecom service providers, addressing the why, what, how, and so what.
February 04, 2025 DeepSeek upends Silicon Valley's dominance. What does it mean for enterprises and the future development of AI models?
January 24, 2025 OpenAI and Microsoft make a land grab for your use of agentic AI with autonomous agents embedded in the enterprise stack.
January 23, 2025 Cognizant's Neuro® AI Multi-Agent Accelerator tackles enterprise AI silos, enabling seamless orchestration of autonomous agent networks.
January 23, 2025 Snowflake is making audacious strides to cement itself as the undisputed titan of the cloud data platform arena.
January 22, 2025 HFS sets forth a framework for manufacturers that unlocks ROI by leveraging agility, digital threads, and intelligent operations.
December 18, 2024 India's digital boom, PLI push, and talent hub status make it a top global destination for TMT investments.
December 13, 2024 Self-insured employer plans are transforming U.S. healthcare by controlling costs and improving outcomes, driving rapid care delivery changes.
December 12, 2024 Banks must recalibrate their strategies to maintain market dominance in the evolving era of open banking.
December 12, 2024 Persistent's SASVA offers enterprise solutions that cut through the noise of big tech's generic capabilities.
December 03, 2024 The sweeping impacts Project 2025 will have on the telecommunications industry.
December 03, 2024 Nearshoring brings advantages to IT services by offering experienced talent in local time zones to drive business outcomes.
November 29, 2024 EY empowers CPOs with innovative procurement, tax, and sustainability solutions, driving efficiency and maximizing business value.
November 26, 2024 HFS and Cognizant hosted senior executives for a Roundtable in London to discuss if UK&I firms are being bold enough with GenAI.
November 26, 2024 From savings to AI-driven value: Business services evolves with agentic AI solutions, reshaping automation and talent strategies.
November 26, 2024 The world can’t wait until COP30. But many are, including in the private sector.
November 22, 2024 GenAI has hit escape velocity, with its influence cutting across industries.
November 22, 2024 The future of decision-making lies in a shift from static dashboards to intelligent data conversations to drive workflows.
November 19, 2024 Retail pharmacies must find ways not to succumb to the dog-eat-dog world of retail, rather emulate winning retailers to serve their local communities.
November 11, 2024 Sutherland has been applying a business-first lens to tackle legacy issues and drive operational transformation in insurance.
November 07, 2024 As formal DEI programs fade, embedding inclusive practices into core business operations becomes crucial for sustainable growth.
November 05, 2024 Understand the tech behind agentic AI to help you understand how this new kid on the block can work for you.
October 28, 2024 Procurement faces operational issues, data challenges, and talent gaps, however, leaders can add value with ecosystem partners.
October 24, 2024 Stronger collaboration between procurement and other internal functions boosts compliance, cuts costs, and drives enterprise success.
October 21, 2024 Insurance broker Baldwin Group is working with Persistent to fastcharge its GenAI adoption.
October 15, 2024 How to become proficient in prioritization, deployment, and risk management challenges to achieve results when adopting generative AI (GenAI).
October 11, 2024 The greenlash—perceived opposition to sustainability initiatives—is, at most, a greenhush.
October 10, 2024 The market is experiencing a significant shift toward the Generative Enterprise, reshaping the traditional S-curve of value creation.
October 03, 2024 HFS’ decision matrix for retailers based on analysis of leading GenAI use cases.
September 27, 2024 By rethinking burnout, healthcare can turn this challenge into a catalyst for innovative, systemic change.
September 23, 2024 The US Fed finally cuts rates. HFS Research evaluates what it means for the IT services industry.
September 18, 2024 The outcomes delivered by 6 of US’s largest healthcare companies are terrible and they need to account for it.
September 12, 2024 Learn from the automation journey of C TWO client BNP Paribas.
September 12, 2024 The quadruple aim of care improves health outcomes, reduces costs, enhances patient experience, and addresses equity.
August 08, 2024 Service providers should leverage infrastructure to offer better patient experiences and operational efficiencies.
July 30, 2024 Unit4 provides an example other vendors can follow to make it easier for customers to get more from their ERP software sooner.
July 23, 2024 The new labor draft bill in the Indian state of Karnataka, currently on hold, could impact IT investments.
July 14, 2024 The future of supply chains pivots on customer-focused solutions, vendor collaboration, and shared business goals.
July 11, 2024 BFSI's GenAI value hinges on resolving five key debts—technology, culture, skills, process, and data—to achieve sustainable value.
June 27, 2024 Hitachi and Jacobs Solutions Inc. are transforming water management practices with AIenabled solutions.
June 21, 2024 Efforts to limit medical debt in credit reporting will not address people hurting and the greed intrinsic to our healthcare system.
June 05, 2024 Manufacturers must prioritize integration of data and technology and focus on sustainability to get ahead.
June 03, 2024 HFS looks at how Cognizant is going 'all in' on aiding clients on their AI journeys.
May 06, 2024 It's time to cultivate demonstrated innovation from all geographies for UK insurers to complete their data and digital transformation.
March 22, 2024 As the demand for semiconductors increase, geopolitics will play a crucial role in shaping the semiconductor supply chain.
March 19, 2024 HCLTech recognizes the need for transformation in the E&U industry and has rebuilt its focus to grab new opportunities.
February 21, 2024 Healthcare can leverage GenAI to address the payer-provider disconnect and maximize the value of vertically integrated healthcare enterprises.
February 14, 2024 Complexities in our operations are hindering CX + EX.
February 08, 2024 Embrace neurodiversity for innovation and better employee experience. Companies like IBM, EY, and RRD lead the way.
February 06, 2024 Delivering Agile with a blend of products and services for midmarket clients.
January 15, 2024 HFS CEO Phil Fersht connects with Celonis Co-CEO Alex Rinke to explore the link between GenAI and process intelligence.
January 08, 2024 ServiceNow’s UltimateSuite acquisition offers a new level of insight. Enterprises, beware of integration-related teething issues.
December 20, 2023 Our interview with Felix Langenbach, CFO of LVMH Japan, explains the significance of customer experience in the luxury goods industry.
December 19, 2023 F&A will experience a significant impact from GenAI in the next few years, and the finance function will gradually adapt to it.
December 14, 2023 Early innovators share their plans for investment across the GenAI ecosystem.
November 14, 2023 HFS attends the Infosys Americas Confluence event and offers a spotlight on the opportunities and challenges facing Infosys.
November 10, 2023 SIDBI recognized blockchain's ability to drive trust throughout ecosystems and turned to Infosys to make it a reality.
October 26, 2023 HCLTech Advantage Analytics leverages cloud data services for real-time content search, simplifying data consumption for decision making.
October 25, 2023 Genpact helps a leading bank manage its sponsor business, supporting US-based payment companies with a 360-degree sponsor program.
August 26, 2023 40% of BFS firms say the funding and selection of full-services firms rests with the C-suite and senior business executives.
August 08, 2023 This Horizons report covers the leading service providers catering to born-digital platform businesses.
August 04, 2023 Healthcare vertical integration must embrace the industry cloud to mitigate the risks of point solutions.
July 28, 2023 This engagement exemplifies why it is vital for enterprises to deliver a consistent and unified user experience.
July 07, 2023 SHL is on a quest to tackle technical debt with its TalentCentral platform by partnering with Virtusa for a managed services engagement.
June 22, 2023 Digital capabilities to address health outcomes through experience and engagement delivers real value to health consumers.
June 08, 2023 Bain & Company is partnering with, and investing in, former HFS Hot Vendor Ashling Partners to help enterprises scale automation.
May 15, 2023 Xebia maintained its mission and values from its inception and continued its focus on mastering the art of software craftsmanship.
March 30, 2023 Banking as a Service (BaaS) is transforming how enterprises consume and deliver banking services.
March 29, 2023 Enterprise leaders should be mindful that delaying S/4H migration will impact different organizational factors unfavorably.
March 17, 2023 How Xerox is leveraging Workato to realize its ambition to create autonomous processes.
March 16, 2023 Value-based care in a commercial construct is gaining attention and scale as employers' contract directly with providers.
March 10, 2023 Acquisitions bring platform capabilities as well as two new insurtechs to Tech Mahindra’s insurance practice
March 09, 2023 Those suffering metaverse hesitancy should follow the money, prioritizing better EX and CX, and enhanced data with digital twins.
March 03, 2023 Complex processes need scalable decision engines that can easily cut through complexity, and Rainbird delivers on its promise.
February 06, 2023 Automated lifecycle management will enhance patient engagement, enabling efficient operations and greater cost savings.
February 06, 2023 Enterprise leaders at a recent HFS roundtable supported by Uniphore shared insight on reimagining CX in an uncertain world.
February 01, 2023 Kernel’s example is a stark reminder for leaders in all industries to not flinch on sustainability at the first inconvenience
January 31, 2023 Healthcare vertical integration will require tech-enabled services to realize value and change the trajectory of the triple aim.
January 12, 2023 Organizations can gain valuable insights from domain-specific finance automation over and above benefits of speed and efficiency.
November 29, 2022 The future of services is about unlocking new sources of value with outcomes-focused partnerships.
November 21, 2022 Celonis continues to invest in innovation with its new product lineup. But are customers ready for it?
November 15, 2022 How can frameworks for scaling digital workflows using ServiceNow deliver the experiences you want to deliver as outcomes?
November 15, 2022 The results of HFS’ Pulse study for 1H 2022 tell us a lot about the technology trend across the healthcare provider segment.
October 27, 2022 Metaverse can re-invent the employee experience – including a radical challenge to the very existence of meetings as we know them.
October 25, 2022 Elena engages Accenture's Group Chief Executive, Operations Yusuf Tayob on why people are essential to operational change.
October 20, 2022 At Super Summit Dr. Tom Reuner quizzes a panel on how they are helping their customers reshape their organization's culture.
October 13, 2022 Pega has reimagined its robotic automation developer experience for both professional and citizen developers.
October 13, 2022 As the CISO evolves from a technical to a business leader, it’s high time to decouple the role from the wider IT organization.
October 07, 2022 Our data shows that enterprises are beginning to favor public blockchains – and we are keen to discovery why.
September 02, 2022 UiPath enterprise users can expect a proliferation in custom and industry-specific solutions with changes to its “Marketplace”.
August 19, 2022 We discuss NICE’s latest offering and how NICE believes enterprises must take a data-driven approach to their processes.
August 16, 2022 AntWorks’ cognitive machine learning (ML) IDP solution, CMR+ is now available on the Pega Marketplace. Here we analyze the impact.
July 28, 2022 Enterprises need industry-savvy digital help that their teams can direct with ease, and that pressured people see as friends.
July 28, 2022 Learn from the journey of Network Rail to apply an AI-mindset rather than just looking through the automation lens
June 29, 2022 Unisys leadership outlines how its structuring itself for success in 2022 and beyond.
June 23, 2022 Web3 comes charging toward us with a host of baffling buzzwords and cryptic acronyms. This A-Z decodes the ones that count.
June 10, 2022 Enterprises find themselves with a dilemma: invest in upskilling and training existing talent or roll the dice with the open market.
April 14, 2022 IBM packaged its SAP services offering to simplify enterprises' S/4HANA migration journey and meet the market demand.
March 09, 2022 This Data Viewpoint examines a trend we’ve seen in the data over the past three years — the tenure of deals is getting shorter.
February 17, 2022 Self-insured employers who underwrite healthcare for 25% of US population can change the trajectory of cost and health outcomes.
February 14, 2022 Insight into emerging players through our new Hot SaaS program and the Hot SaaS 100
February 11, 2022 Highlights the rating of service providers across OneOffice™ parameters in IoT services
December 17, 2021 S/4H clients are demanding beyond implementation excellence. We brought out few core client expectations for SP consideration.
December 13, 2021 Ambitious procurement organizations of the future will act as "ecosystem builders" for the enterprise.
December 09, 2021 Is the Great Resignation spurring a BFS insourcing trend? Read on to learn why HFS thinks not.
December 08, 2021 HFS F&A roundtable finds that finance cannot survive as a back-office function without focusing on driving strategic objectives.
October 05, 2021 Social determinants of health are critical to bending the current trajectory of the triple aim with high costs and poor outcomes.
September 16, 2021 How XpertRule's clients are improving CX and EX in tandem.
August 25, 2021 HFS’ Phil Fersht delivers keynote address featuring just-released HFS Pulse data directly from the Global 2000.
August 24, 2021 How Celonis is helping clients get past legacy silos and meaningfully embed the Triple-A Trifecta.
August 19, 2021 Digital transformation fails for three key reasons—culture, talent, and process debt.
July 28, 2021 Sustainability has the highest adoption of emerging technologies, followed by Sales & Marketing and Aftermarket Services.
July 27, 2021 Everyone’s ideal work-life balance and working from home experience is different.
July 06, 2021 Robocorp Technologies Inc. is on a mission to bring rpa to mid-tier enterprises.
June 30, 2021 A digital health framework that helps organize our thinking about this vast market segment.
June 18, 2021 Discusses future roadmap of Laiye post its recent $50M Series C+ funding and appointment of International CEO.
May 28, 2021 Redwood Software, an IT and business automation provider, has announced a $380million strategic investment from private equity fund Turn/River Capital to drive
April 29, 2021 Business leaders must understand how and why their machines make decisions so they can maximize their data strategies.
April 29, 2021 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
April 20, 2021 Your mega-compendium of HFS OneOffice Hot Vendors organised by change agents, business services, IT services, industry and A-Z.
February 11, 2021 Cognizant has acquired Linium, one of the early proponents of what ServiceNow calls Enterprise Service Management (ESM), the expansion of the platform towards
January 12, 2021 Accelerated by the pandemic, there is a secular shift in cloud adoption. To enable its clients’ cloud-powered enterprise transformations, Infosys has launched
December 22, 2020 Emerging technology success needed a business case and change of culture before COVID-19—now they’re even more critical.
December 17, 2020 There has been a decrease in IT spending during the Pandemic along with a shift in overall business challenges around activities associated with greater in the
November 25, 2020 HFS assess Quad’s real-life experience of envisioning, deploying, and scaling automation across 29 departments.
November 09, 2020 In this report, we focus on how Capgemini’s emerging and smart healthcare practice is launching new services to address the current healthcare market.
November 07, 2020 Services leaders have concluded that the tech shift is not enough to leapfrog to where they need to be in a fully digital environment. In our recent HFS Live to
November 05, 2020 Learn how Infosys is driving ServiceNow beyond the sweet spot in ITSM
October 26, 2020 In early 2020, we predicted that sustainability services would evolve from a fragmented and undefined market towards a thriving ecosystem.
October 23, 2020 Focus on the power of AND for Triple-A success, whatever the business setting
August 03, 2020 How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX
August 03, 2020 Persistent Systems and IBM forge a closer partnership to help enterprise clients meet their cloud ambitions.
July 30, 2020 To best explore the mortgage industry’s future, we went to the experts and spoke with various lenders and providers supporting the industry.
July 29, 2020 HFS is working with Pega to profile integrated automation journeys highlighting the importance of a holistic approach with robotic process automation (RPA) in
June 26, 2020 This report examines how Medtronic is using AI-powered cloud solutions to transform diabetes management
June 24, 2020 In this PoV, we discuss different areas where drone use cases have increased and shown a significant impact.
June 16, 2020 Celosphere Live’s main call to attention centered on two announcements: Celonis’ new operational apps and the creation of Business Value Architects (BVAs),
May 26, 2020 Furloughs and lay-offs definitely stress employees, but employees working remotely have witnessed a unique problem from mid-level managers during this pandemic.
May 07, 2020 HFS’ Phil Fersht recently sat down with Alex Rinke, the co-CEO of the process-mining unicorn Celonis, to talk through the company’s journey, key client and
May 07, 2020 Providers are positioning themselves as central points for the COVID-19 response; collaborating now will prepare your ecosystems for future challenges
May 05, 2020 HFS Research provides guidance on the likely forecast scenarios post-COVID-19.
May 01, 2020 Taking a look at some of the best practices for process evaluations that enterprises should be taking during COVID-19 and beyond.
April 30, 2020 In this PoV, we discuss the overall problems getting faced by the healthcare industry and the interesting use cases it is using to fight COVID-19.
April 20, 2020 According to SAP “77% of the world’s transaction revenue touches an SAP system.” So, it’s hardly surprising that SAP is directly facilitating process a
April 16, 2020 With so many aspects to consider- technology, politics, talent, environmental constraints, etc.- F&A BPO buyers must take a holistic approach when it comes to
April 15, 2020 This report examines the impact of the Covid-19 pandemic on 5G investments.
April 09, 2020 The COVID-19 crisis has shocked the retail and logistics sectors, who have been fighting around the clock to ensure that it did not impact day-to-day business
April 06, 2020 Discuss the capabilities that enterprises look for before outsourcing a project related to IoT and Industry 4.0 and how this differs from service provider for
March 27, 2020 COVID-19 has created a burning platform for finance leaders to embrace analytics and AI for the best chance of success.
March 26, 2020 Automation Anywhere (AA) is the latest RPA software vendor to hop on the process discovery bus.
March 12, 2020 We explore the manufacturers’ challenges in this space and prescribe actions that manufacturers should keep in mind for Industry 4.0 deployments.
March 11, 2020 In this report we examine how finding the right partner with the talent and experience can drive real success.
March 06, 2020 Smart executives are already building out their ecosystem of sustainability experts and partners in preparation for COP26.
March 06, 2020 Recently, HFS talked with Redwood Software about its decision to move away from “RPA” as its preferred focus area and move forward with “finance Redwood
March 05, 2020 As IT projects rely less on traditional programming, and more on ML and data science. Crowdsourcing can help provide access to rare talent and innovation if
February 28, 2020 In this report, we examine how the BFSI industry can adopt five transformation levers to get the most out of AI investments.
February 27, 2020 A recent HFS executive roundtable supported by Celonis, held in February 2020 in London’s Ritz Hotel, brought finance and accounting (F&A) leaders from with
February 26, 2020 Manufacturing providers have a strong focus on sales, marketing and aftermarket services; to cut through the competition, success stories must shine.
February 24, 2020 The results of our 2020 Robotic Transformation Software Customer Experience (CX) Survey are in and the outlook is....tepid
February 24, 2020 The potential for disruption and disintermediation is high and telcos need to look beyond cost cutting and innovate their offerings and operations.
February 18, 2020 There’s a close nexus between water and energy consumption; thirsty firms must bring water and energy data together to compound the savings.
February 05, 2020 Supply chain managers now have more options on the table to meet the traceability and transparency that their customers and regulators demand.
January 16, 2020 HFS looks at maturity in cloud computing. Which industries are betting big, the choice between containers and serverless, and where multi-cloud fits in.
January 13, 2020 The utilities industry must give CX the attention it deserves, in amongst its focus on reducing operating costs, and growing top and bottom lines.
December 31, 2019 Despite the promise of drone technology, mature services are few and far between – but crucially, there are some, and far more in the build-up phase.
December 05, 2019 HFS annouces their seven-year RPA manifesto - the industry's only realistic approach to the future success and longevity of RPA.
November 21, 2019 Sourcing talent is getting harder for enterprises and service providers alike. We examine how Wipro Topcoder clients are benefiting from it's unique
November 05, 2019 Google is ramping up to take on competitors in hyperscale cloud. We examine how this sleeping giant is adding weapons to its arsenal to win the cloud wars.
October 18, 2019 Enterprise AI leaders must leverage AI solutions at the intersection point of horizontal technical AI capabilities and vertical-specific depth.
September 24, 2019 Can Concentrix disrupt the traditional CX services model with its Solv Crowdsourcing solution?
September 23, 2019 For years now, GDPR has been hanging over the heads of senior executives. But instead of taking action, research by HFS indicated the C-Suite were adopting a to
September 16, 2019 In this PoV, we discuss how 3D printing is influencing the manufacturing industry and how the manufacturers can accelerate their 3D printing journey
September 16, 2019 The internet of things (IoT) technology trend has caught the imagination of technical and business folks alike with the promise of billions of connected devices
September 11, 2019 How the highest performing organizations across the Global 2000 companies are rethinking operations and transforming interactions to support the customer
September 10, 2019 How a leading sportswear company partnered to evolve its omnichannel platform from back to front
August 29, 2019 Interest in IT and business process outsourcing seems to be at an all time low. Are organizations wholesale shifting to internal models or is something else
August 19, 2019 Partnerships are all the rage these days: Service providers must be the ones to fuel collaboration between business, policy, academia, and society.
August 16, 2019 Over a decade on, the Financial services industry is still reeling from the 2008 financial crisis - whether that's the changing regulatory environment or market
August 06, 2019 The explosion in fintech and other emerging technologies creates opportunities to radically overhaul business models and business practices.
July 18, 2019 Find the cybersecurity vendor that allows your IoT teams to focus on business-critical activity, or innovation might just grind to a halt.
July 17, 2019 For years, insurers have coasted with little to no impact from new and emerging technologies. However, the clock has run down—now’s the time to innovate
July 03, 2019 This piece examines the role of blockchain in underwriting the gig economy, and benefits it brings to gig economy intermediaries and its workers.
July 03, 2019 Follow these steps to address your short- and long-term talent shortages - using different approaches at different levels of the talent ladder.
May 31, 2019 HFS interviewed enterprises using RPA, service providers delivering RPA services, and RPA software companies to triangulate on the best ways to combine RPA and
May 22, 2019 TCS is quietly emerging as the “Walmart of IT services” with the depth and breadth to win and deliver any deal it wants. Its investments in innovation have
May 13, 2019 After a sobering review, it’s clear that security leaders must put the groundwork in now if they want to weather the impending Brexit talent crisis.
April 26, 2019 The 3P challenges - People, Power distance and Politics - can eat the best of AI algorithms and solutions for breakfast, lunch and dinner. These softer than the
April 24, 2019 The ever-expanding IoT means an ever-increasing number of cyber threats. Act now or face harsh regulatory consequences in the near future.
April 18, 2019 You are what you measure, and AI is no different. Success of AI initiatives depend on what targets you have set and how you plan to measure, monitor and report
April 18, 2019 This report examines the future of Mexico as a major sourcing destination.
April 03, 2019 The energy market is under significant threat and incumbents must prepare themselves now for renewable energy fuelled blockchain revolution.
March 28, 2019 AWS has continued to grow exponentially, growing to become one of the most valuable IT Services firms in the world. But is going all-in-with-AWS as risk free as
March 19, 2019 HFS presents insights on what needs to change in the modern workplace to create sustainable businesses, gleaned at its inaugural International Women's Day
February 20, 2019 Earlier this month, Kofax closed its acquisition of Nuance Document Imaging (NDI) at a price tag of $400 million. It also entered a definitive agreement to Top
November 27, 2018 This POV looks why healthcare leaders should investigate robotic process automation (RPA), which battles complexity, digitizes broken workflows, reduces costs,
November 12, 2018 Emerging technologies are often applied to consumer-driven industries like banking, but they are finally making there way into agriculture.
September 17, 2018 RPA pricing is a critical issue impacting scalability and industrialization, but is there a better more practical model?
September 13, 2018 Through tracking recent Cloud migration deals, HFS is able to paint a picture of the major drivers for enterprises moving to the cloud.
September 04, 2018 Cognitive assistants have become a crucial element of the digital business operations ecosystem.
August 23, 2018 Utilities across the globe are struggling to drive growth and profit. This report explores how utilities are dealing with the challenges facing them.
June 28, 2018 Energy blockchain is the red-hot topic everyone is talking about, but what can it do for the energy transition?
June 28, 2018 HfS and IBM have jointly developed a practical guide with actionable recommendations to starting your AI journey.
June 20, 2018 Capturing the dulcet voice of the buyer to help the ServiceNow ecosystem drive better results
June 15, 2018 Clear communication will help your enterprise survive in the GDPR age.
May 29, 2018 Fintechs aren’t disruptive anymore, they’re the new face of finance
April 26, 2018 …or fall behind your competitors’ digital capabilities for boosting customer experience and driving in-store sales.
April 24, 2018 When blockchain barrels into procurement and the supply chain, you need to read the waves… and surf the rollers
April 20, 2018 How will IT professionals and leaders survive in the new digital world that's making all of their traditional IT Skills irrelevant?
April 17, 2018 ‘Amazonification’ drives the improved buyer experience imperative and better applications of technology in sourcing and procurement
March 28, 2018 A report examining what dynamics are really at play in the infrastructure services space, and whether the doom and gloom narrative is deserved.
March 26, 2018 In this PoV, we discuss the top five value drivers that clients of aerospace engineering services can expect from their engineering service providers.
February 07, 2018 The HfS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice™.
January 31, 2018 The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.
January 17, 2018 Salesforce Einstein is an example for industrializing machine learning, deep learning and NLP as part of its platform strategy
December 21, 2017 This Point of View looks at five driving forces in the transformation of procurement: platforms, ecosystems, talent, ‘Amazonification’, and blockchain
December 05, 2017 A comprehensive view of Service Provider IT Services and Business Process Outsourcing Capabilities
October 27, 2017 This report examines the collaborative partnership formed between a global technology provider and a digital transport firm.
October 27, 2017 EY's approach to integrate RPA into the TrustPortal platform is a compelling example of scaling RPA on the journey toward the OneOffice
June 29, 2016 This is the HfS list of top 50 BPO providers by revenue.
May 31, 2016 Successful SaaS service providers need to demonstrate genuine capability backed by strategic commitment and investment in their chosen SaaS platform.
May 31, 2016 The road to the Cloud is not going to be smooth for many enterprises. HCL shows how it provides an interim step for Volvo.
April 26, 2016 Can automation and the use of software robots dramatically transform customer-facing CX initiatives?
April 12, 2016 Atos wants to be the orchestrator for innovation to accelerate clients’ journey toward the As-a-Service Economy.
April 05, 2016 Facebook messenger could become the next linchpin in enterprise omnichannel communication.
March 24, 2016 Automic’s Business Automation platform is addressing challenges typically not yet part of the Intelligent Automation discussion.
March 02, 2016 PassFort, a startup in the KYC/AML and onboarding workflow market, is added to our Cyber Watch List as an emerging player in the Digital Trust and Security
February 29, 2016 Many complex IT projects continue to require large-scale manual work. Cutover is a SaaS platform that focuses on those activities.
February 08, 2016 HeyWire is plugging a gap in multi-channel strategy by enabling two-way texting and integration with the contact center.
February 08, 2016 The Silicon Valley giants have huge energy needs. How do these companies make sure they have enough energy supply to keep their operations running? Google bets
January 28, 2016 This report examines how addressing MRO as an integrated business process empowers global process owners.
January 25, 2016 IBM has announced the acquisition of Ustream, a cloud-based video streaming service, for broadcast and enterprise clients for an undisclosed sum.
January 13, 2016 The financial implications of the shift to the As-a-Service Economy will increasingly become a topic in discussions with shareholders and financial analysts.
January 11, 2016 As the research industry changes, Evalueserve is making changes in the way it works and the value it provides to its clients and its employees.
November 29, 2015 The agreement commits the service providers to deploy compute, storage and backup public cloud services from eight data center locations.
November 12, 2015 Dealing with 21st century cyber risks requires a detailed plan of action and buy in from the C-suite to the consumer.
October 28, 2015 The forthcoming HfS Pharmaceutical BPS Blueprint will highlight how service providers are helping pharma companies effectively align talent and technology in a
October 27, 2015 Despite great progress over the past few years, the overall cyber security market is far from mature and needs a general resetting of expectations between and
October 27, 2015 Changes in healthcare provide a catalyst for changing the nature of (out)sourcing relationships as well. Here's an example of how Sutherland changed from to a
October 09, 2015 HCL recently highlighted its approach to "connecting dots" in the health care and life sciences ecosystem including solutions using digital technologies and its
June 29, 2015 BPO and IT managed security providers (MSPs) must offer security solutions that enable enterprise and brand outcomes, directly reinforcing and improving the and
June 19, 2015 Trust is the cornerstone of any economy. In an increasingly digital market, can brands and service providers translate "security" into "digital trust" to the to
April 24, 2015 Sutherland is using a design thinking approach to recast the patient’s billing experience for a client: to increase patient satisfaction & loyalty; engage in
November 06, 2014 The "as-a-service economy" is quickly taking over as the new source of value creation in business services. This report identifies the 10 tenets that HfS are
April 17, 2014 A third way of bringing robotic process automation deployment to the enterprise is emerging. Robotics as a service is being brought to business processes by an
December 16, 2013 Kronos customers report its software helps deliver management effectiveness, employee retention and engagement, and company competitive advantage, with multiple
December 11, 2012 In 2007, the mortgage market began to spiral out of control. Delinquency rates more than doubled, and as a result, primary and secondary market activity came to
August 27, 2012 IBM’s acquisition of Kenexa places it in pole position as a Recruiting BPO services provider. The big question now is whether it will next acquire a cloud or
July 31, 2011 If outsourcing is geared to deliver positive changes in efficiency, productivity, cost and quality, what is “innovative” about outsourcing? Are we using a
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