More HFS OneOffice Mindset and Horizon Three Innovation

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

Welcome to OneEcosystem™, where connected Customer, Employee, and Partner Experiences create new of

The OneEcosystem™ takes us beyond the walls of our organizations to collaborate with partners to anticipate customer needs.

Point of View

Move beyond tactical RPA and embrace native automation

Take advantage of emerging technology and services to scale the value of collaboration into every process across every function.

Top 10 Report

HFS OneOffice™ Services Top 10: People and Process Change

New analysis and ranking of leading people and process change capabilities - part of our HFS OneOffice Services Top 10 series.

Market Analysis

The HFS Quarterly BPO Market Pulse, quarter ending March 2021

The HFS Quarterly BPO Market Pulse is aimed at providing deep insights into BPO market developments on a quarterly basis.

Point of View

From operator to orchestrator - the new role for GBS

GBS is still relevant, but its role is changing to meet the demands of enterprises.

Highlight Report

DigitalOcean’s simple approach to cloud offers enterprises an alternative to hyperscale domination

Unlike AWS and Google, DigitalOcean is setting its sights on cloud provision for start-ups and small-to-medium sized businesses.

Highlight Report

WorkFusion and SS&C combine industry chops to tackle insurers’ straight-through processing challenge

WorkFusion is linking up with SS&C to replace document-heavy, labor-intensive insurance processes with data-led automation

Data Viewpoint

RPA and hyperscalers make the biggest impact on enterprises’ native automation journeys

We asked 13 leading service providers which automation vendors had the greatest customer impact

Top 10 Report

HFS OneOffice™ Services Top 10: Data and Decisions

New analysis and ranking of leading data and decisions services suppliers - part of our HFS OneOffice Services Top 10 series.

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

Highlight Report

Roboyo adds global RPA depth with JOLT but must broaden its native automation chops

Automation services company Roboyo adds North American scale to boutique excellence with its acquisition of JOLT.

Point of View

Cloud-hungry BFS enterprises need to navigate public cloud capabilities by value, not brand

As BFS firms push more strategic workloads to the public cloud, it's time to navigate your cloud partner by more than brand name.

Hot Vendor

HFS OneOffice™ Hot Vendors: Q3 2021

Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the OneOffice™

Point of View

Don’t let cybersecurity hysteria get you down—the HFS manifesto will guide you

Our five core research pillars and CHIEF principles provide differentiated insights to CISOs, IT and business leaders.

Top 10 Report

HFS OneOffice™ Services Top 10: Native Automation

New analysis and ranking of the native automation services capabilities of 12 leading providers.

Data Viewpoint

Tactical use of automation is no longer enough. Wise enterprises target transformation.

Automation’s value proposition may once have been cost-cutting, but now enterprises see automation as more fundamental.

Point of View

Tech, media, and telecom must be a springboard for sustainability

TMT must solve its sustainability challenges and embed its learning in the solutions that will govern global sustainability.

Highlight Report

AML RightSource rising—the firm bags its 5th acquisition of 2021 with QuantaVerse

AML RightSource is on a mission to be the go-to firm for financial crimes mitigation services fueled by M&A

Point of View

From outsourcing to innovation: partner to revolutionize mortgage servicing

We connected with Sourcepoint and one of their clients to understand how they are revolutionizing mortgage servicing together.

Point of View

Phil Fersht keynote delivers data behind Global 2k upheaval and COVID relief in India

HFS’ Phil Fersht delivers keynote address featuring just-released HFS Pulse data directly from the Global 2000.

Point of View

The pandemic molded enterprises to embark on a digital transformation journey

HFS Symposium, Digi Chat with Phil Fersht, and Manish Sharma on enterprises digital transformation journey and market adoption.

Point of View

Unraveling the current innovation wave and the power of technology

Are ecosystems, outcomes, and diversity the keys to successful tech adoption? Read on.

Point of View

Focus more on data-centric new ways of working and decision making

The HFS Symposium panel Discovering Data underscored the sentiments that investments in data would increase significantly.

Point of View

C-suite Power of One panel—change, cloud, climate, and culture

The HFS OneOffice™ Digital Symposium hosted an executive panel discussing the challenges and opportunities in 2021.

Point of View

Empathy, disruption, and curiosity create business and IT collaboration

Breaking down barriers between the front, middle, and back office is a foundation for navigating transformation.

Highlight Report

B2B leaders must get on track with Engagement AI or miss out on sales gold

The interface between humans and AI is getting more and more important thanks to applications with specific deliverables.

Point of View

Make sustainability about outcomes and global context

It’s code red, but in climate terms, we knew that. Business and political leaders must change their approach to sustainability.

Point of View

Put people first to succeed with digital transformation

Digital transformation fails for three key reasons—culture, talent, and process debt.

Point of View

Digital leaders must build in rapid adaptability to win in today’s business ecosystems

How freight business TFG Transfracht built in the adaptability and interoperability to succeed in digital ecosystems.

Point of View

Can we tame the business monster? The future of work and technology

At our Digital Symposium, HFS' own Saurabh Gupta was joined by Paul Roehrig for a candid Digi-side Chat.

Point of View

Relentless execution and team building sailed Coforge in turbulent waters

Coforge pivoted fast and pivoted right, right from the early days of the pandemic.

Point of View

More change is going to come, but nothing is more important than people

At our Digital Symposium, HFS CEO Phil Fersht joined Tiger Tyagarajan, President and CEO of Genpact, for a candid Digi-side Chat.

Point of View

Unselfish leadership is the concept that is still relevant in today's world

Digi-side Chat on Unselfish Leadership with Jesus Mantas, Senior Managing Partner, IBM.

Point of View

Experience the exponential age at the intersection of technology and society

An engaging digi-side chat between Azeem Azhar and Phil Fersht on the intersection of technology and society.

Point of View

Before you “git some AI,” be practical about the problems you’ll solve with it and how

The value of emerging tech is how we apply it to solve real-world problems.

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

Leaders: Is diversity really on your agenda?

We outline the Diversity discussion of HFS Chief Marketing Officer Nischala Murthy Kaushik at the HFS Digital Symposium.

Point of View

Automation industry must step up to show both C-suite and workers the full bounty on offer

Read the key findings of the Native Automation panel at HFS Symposium 2021.

Point of View

Focus on business outcomes marks HFS Hot Vendors

Whether talking to analysts, customers, or investors, up-and-coming service and tech providers must focus on business outcomes.

Point of View

The Global Live Industry Roundtable: Shaping the 2025 Vision for Our Industry

Panel discussion to discuss some of the key future aspects of the outsourcing industry.

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

Use “rebel talent” to reshape your post-pandemic ways of working

HFS Symposium Keynote speaker Francesca Gino’s talk of 'rebel talent' shows us how to create the capacity for innovation.

Point of View

HFS OneOffice™ Digital Symposium Highlights

In this ebook, the HFS analyst team looks back on our first-ever Digital Symposium — hosted on 8 and 9 June 2021 — with the OneOffice theme.

Highlight Report

Salesforce continues moves towards the back-office with Servicetrace acquisition

Salesforce adds to its enterprise portfolio with an RPA provider of its own.

Market Analysis

HFS OneOffice™ Pulse, H1 2021: Summary of key findings for healthcare services

HFS OneOffice Pulse in healthcare focuses on demand changes we anticipate for technology and business services.

Market Analysis

HFS OneOffice Pulse: The post-pandemic reality check for the Banking and Financial Services industry

A BFS view of our juicy OneOffice Pulse study - the post-pandemic outlook is cloudy with a 100% chance of emerging tech investment.

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.

Highlight Report

Unqork’s marketplace piles pressure on low-code, no-code laggards

The rapid rise of low-code, no-code makes it harder than ever for technology leaders to ignore.

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.

Point of View

Applications are dead, DATA is everything

Applications are dead, data is your North Star in the journey to Cloud Native.

Point of View

Set structure and get business-wide buy-in to achieve value at scale with automation

Health services company Cigna is setting the pace for automation use at a strategic scale.

Point of View

When it comes to property & casualty insurance, Digital is Data

Perspectives from HFS, EXL, and a selection of its P&C clients on the data-driven future of the industry.

Point of View

As Public Cloud adoption heats up Services Providers jump on the Azure train to growth

Microsoft's pushing Azure with services providers building partnerships and talent to win the cloud war.

Point of View

Pfizer’s vaccine proves the Power of Emerging Tech when the Burning Platform is Red Hot

Emerging tech Pfizer brought together to win the COVID-19 vaccine race should be a wake-up call for every healthcare organization.

Highlight Report

Cutover aims to orchestrate and automate the digital workforce

Cutover provides a differentiating position on AIOps and Observability by aiming to orchestrate the digital workforce.

Highlight Report

Salesforce DevOps solution provider Gearset gears up for US expansion

Cambridge UK start-up Gearset, is scaling fast and headed for the US, on the back of burgeoning demand for its Salesforce DevOps.

Hot Vendor

HFS OneOffice™ Hot Vendors: Q2 2021

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

Highlight Report

Robocorp RPA is coming for the middle market

Robocorp Technologies Inc. is on a mission to bring rpa to mid-tier enterprises.

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.

Market Analysis

Banking and Financial Services Formidable Challengers 2021

Analysis of eight specialist service providers across execution, innovation, OneOffice, and voice of the customer criteria.

Top 10 Report

Banking and Financial Services - The Best of the Best Service Providers 2021

Analysis of the best service providers for BFS firms across execution, innovation, OneOffice, and voice of the customer criteria.

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.

Highlight Report

Resolve Systems adds Ayehu to progress end-to-end IT automation offering toward self-healing

Resolve Systems has acquired Ayehu to lead the evolving segment of Intelligent IT Automation.

Highlight Report

Record investment in Neo4j suggests, maybe it IS all about relationships

Graph database business Neo4j has taken the largest Series F investment in database history - landing $325m.

Highlight Report

Precisely acquires Winshuttle for process automation and data management

Data Integrity specialists Precisely add Process Automation and Master Data Management with the acquisition of Winshuttle.

Point of View

Genpact: Bringing Lean Design Principles to Cloud Business Process Redesign

Genpact is subtly developing its cloud capabilities with operational competence to deliver transformation at scale.

Highlight Report

Roboyo acquires AKOA and stakes claim to intelligent automation services crown

Roboyo becomes the world’s biggest intelligent automation professional services company with its acquisition of AKOA.

Highlight Report

ignio blends ability to act with ability to reason

HFS assesses the progress of Digitate's ignio IT-led automation approach.

Data Viewpoint

How does cloud deployment benefit your organization?

User data points to cloud benefits sought by organizations.

Highlight Report

NTT DATA scales product-focused digital transformation

NTT DATA has announced its intent to acquire former HFS OneOffice Hot Vendor Nexient.

Point of View

Improving experience is the top priority for companies

Enterprises are keen to improve the customer experience, employee experience and supplier experience in business services.

Highlight Report

Process platform EvoluteIQ accelerates its evolution

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

Highlight Report

Camunda got to Mars. With $100m they can go further

Mars-mission business process automation firm lands $100m to go further.

Data Viewpoint

Emerging Tech Challenges

Over 70% of 801 global 2000 companies expect to increase their stake in emerging tech, but it's not without its challenges.

Data Viewpoint

HFS Data Viewpoint: The Seven Must-Haves for a Successful Modern Retail Organization

Company performance and success have always been measured by revenue and profit, but since COVID-19 hit, ”fit-for-future" measures are growing in Here are the

Point of View

Target segments and value chain activities to expand IoT services

As IoT-based projects in enterprises have begun expediting projects from the pilot phase to achieve their digital transformation goals, HFS believes now is the

HFS Highlight: Redwood Software gets multi-million injection to drive the automation agenda beyond RPA Highlight Report

HFS Highlight: Redwood Software gets multi-million injection to drive the automation agenda beyond RPA

Redwood Software, an IT and business automation provider, has announced a $380million strategic investment from private equity fund Turn/River Capital to drive

Highlight Report

Basware puts procurement pros on data-driven diversity fast-track

Basware has added diversity data to give enterprises a view of who's in control of companies they may plan to do business with.

EY does the math and acquires Pythagoras to bolster Microsoft capabilities in the UK Highlight Report

HFS Highlight: EY does the math and acquires Pythagoras to bolster Microsoft capabilities in the UK

Pythagoras' acquisition further boosts EY's Microsoft service capabilities. Going strong against its direct rivals in the UK market.

Point of View

Digitization, Health Outcomes, and Sustainability will drive Life Sciences future

HFS is pleased to announce the launch of a seminal study that will evaluate the role and evolution of service providers and their value to life sciences This is

Point of View

Adopting Low Code or No Code solutions can help business and technology users adapt workloads and data to

We briefly discussed LCNC solutions on how it pivots enterprise's internal team collaboration and helps reach business requirements faster and in an agile

HFS Highlight: IBM strengthens its Salesforce services value proposition in hot growth markets with the acquisition of Waeg Highlight Report

HFS Highlight: IBM strengthens its Salesforce services value proposition in hot growth markets with the

IBM acquires second Salesforce Platinum partner in 2021 to increase its value proposition in this competitive market

HFS Highlight: Appian bets on simplified pricing to scale enterprise impact Highlight Report

HFS Highlight: Appian bets on simplified pricing to scale enterprise impact

Cloud-native, low-code automation platform Appian announces a new ‘all-you-can-eat’ licensing model.

HFS Highlight: Workato doubles down on Europe after surge in customers and use Highlight Report

HFS Highlight: Workato doubles down on Europe after surge in customers and use

Workato’s integration-led automation capabilities have made it a hit in Europe with a 289% increase in data use on its platform in the EMEA region in the last

HFS Highlight: IBM is embracing Open: Open Source, Open to Ideas, Open to Partnership, and Open to Innovate Highlight Report

HFS Highlight: IBM is embracing Open: Open Source, Open to Ideas, Open to Partnership, and Open to

This Highlight discusses IBM Think from May 11, 2021. With IBM going all in on AI and Hybrid Cloud many examples shared by customers spoke to embracing with to

Highlight Report

HFS Highlight: IBM eyes deal with Turbonomic to help it get closer to full-stack observability

IBM accelerates building out its AIOps capabilities with Turbonomic acquistion focused on application performance management

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

Bad Data is Killing Your Data Transformation Efforts

Data is the new Oil - Global Survey of Executive IT and Business Decision Makers

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

$3 billion Boomi sets new customer records as speculation mounts about Dell being ready to put up the ‘for sale’ signs Highlight Report

HFS Highlight: $3 billion Boomi sets new customer records as speculation mounts about Dell being ready to

Boomi – the leading integration Platform-as-a-Service (IPaaS) provider is setting new customer records amid rumors the business may be sold off by owner Dell.

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.

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: Unit4 shifts ERP from being an application your business runs to a platform for delivering

Unit4's ERPx promises to be a platform to deliver business value. Here we outline the potential

Data Viewpoint

HFS Data Viewpoint: Native Automation is arriving fast – but the augmented workforces it promises are

Investment in automation accelerated across the board as a result of the impact of Covid-19 with Smart Analytics and RPA the biggest winners.

Point of View

OneOffice skills critical for survival continue to be under-invested

The ability to drive the seamless interplay between business and technology - is recognised as the most urgent business skill to ramp up in today’s rush-to in

Top 10 Report

Snapshot: RPA Software Products 2021

We assess 17 RPA providers on execution, innovation, OneOffice alignment, and voice of the customer—and reveal the top 10.

Point of View

A Cloud Native mindset avoids swapping one technical debt for another

IT leaders can side-step costly challenges in cloud adoption if they maintain a OneOffice Mindset within a structured, innovation-focused journey to cloud - and

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

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

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

Point of View

Automation Anywhere lobs a Hail Mary pass to Google, hoping to make its cloud-native automation dreams

The need to automate processes in the cloud to deliver the data clients simply “have-to-have” has never been so nagging as today, could a successful deliver

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

Point of View

Connect the dots between the back and front offices using Pegasystems to deliver a OneOffice experience

Pegasystems has the components to assist you in your OneOffice journey. Here we explore how.

Highlight Report

HFS Highlight: Quorum becomes energy’s big beast of BPM

Former HFS Hot Vendor Quorum becomes energy’s big beast of BPM with M&A moves to extend capabilities and footprint

Highlight Report

HFS Highlight: WorkFusion’s Series F $220M war chest – a lot of money – not a lot of surprises

WorkFusion is becoming a vertical champion, scaling through depth rather than breadth with industry-specific solutions and a use-case-driven approach to GTM.

Point of View

Your workforce has changed Now, the C-suite must adopt a NATIVE automation mindset

Business leaders on the charge toward OneOffice must rapidly come to terms with new ways to get work done. The race is on.

Point of View

Embrace a production mindset to drive AI at scale, utilizing a CoE

Wipro supports National Health Service Scotland to progress toward the institutionalization and large-scale application of AI

Point of View

Make sustainability native: Lessons from digital transformation during COVID-19

Sustainability must become native to businesses and government policy. Service providers are the keys to this.

Highlight Report

HFS Highlight: Salesforce sets up a OneOffice battle royal with ServiceNow with Return-to-Work offerings

Salesforce is building out the next major building blocks to offer an ecosystem for the future of work while launching a full-frontal attack on ServiceNow

Point of View

Stop the prop! It’s time to stop propping up legacy and calling it transformation

So—enough with the BS, let’s stop the prop! It’s time to stop hiding behind the short-term value of propping up legacy with RPA or any singular technology

Data Viewpoint

HFS Data Viewpoint: Emerging Tech leaders: Update your roadmaps and aim high to take advantage of this

OneOffice emerging tech companies with serious ambitions must act now to update their roadmaps and set even greater goals to take advantage of a hot investor It

Point of View

Adopt Design Thinking to Craft Your Work-from-Anywhere Future

Design thinking is re-emerging as a critical transformational activity as enterprise leaders move beyond "fix-and-survive" to compete in the economy

Point of View

Unchain Your Supply Chain - Adopt the OneOffice Mindset

COVID-19 shined a spotlight on supply chains, illuminating the cracks, and in December HFS organized a digital roundtable to discuss them.

Data Viewpoint

HFS Data Viewpoint: Covid accelerates OneOffice interdisciplinary culture of data-fuelled, real-time

Covid accelerates OneOffice interdisciplinary culture of data-fuelled, real-time adaptability

Highlight Report

HFS Highlight: Accenture’s Technology Vision 2021: Leaders have to Rise Up for a Once in a Generation

Accenture published its Technology Vision 2021 report and included an analyst briefing and discussing why is has shifted from more technology-centric to HFS its

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

Data Viewpoint

HFS Data Viewpoint: Data-driven decision making is a top 3 priority and has become essential for future

Our recent study shows an appetite for decision support technologies across several industry verticals

Point of View

Avoid the seven deadly IT automation sins to drive real outcomes

With often bewildering noise levels around automation, it is not easy to find your bearings in a foggy technology landscape. Thus, we are taking stock of the on

Highlight Report

HFS Highlight: Cognizant acquires Linium to drive ServiceNow capabilities across enterprise functions

Cognizant has acquired Linium, one of the early proponents of what ServiceNow calls Enterprise Service Management (ESM), the expansion of the platform towards

Highlight Report

HFS Highlight: Can SAP RISE to the cloud/HANA/Business Transformation challenge?

HFS analyzes the strategic impact of SAP's launch of a new offering "RISE with SAP" aimed at accelerating migration to HANA

Data Viewpoint

HFS Data Viewpoint: OneOffice Mindset in demand in the race for talent

Talent is the top enabler of the HFS OneOffice drive toward true digital transformation. Fifty percent (50%) of high-performing Global 2000 companies are and to

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

Highlight Report

HFS Highlight: Why does Cognizant’s healthcare BPaaS resonate post the pandemic shock?

To understand why BPaaS and other XaaS offerings are likely to gain traction in healthcare, we deep-dive into Cognizant’s healthcare BPaaS offering.

Data Viewpoint

HFS Data Viewpoint: HFS OneOffice Enterprise Maturity Assessment Model: A new way to evaluate the levers

There is a roadmap to achieve OneOffice maturity which revolves around six major elements. Companies can achieve outsized operational and financial returns by

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

Data Viewpoint

HFS Data Viewpoint: As enterprises strive for the OneOffice, the Triple-A Trifecta is paving the way

Findings from our recent Triple-A Trifecta Services Top 10 show that enterprises are just getting started in their combined us of these critical change agents -

Data Viewpoint

HFS Data Viewpoint: Are your digital associates dumb? How to unlock their full potential

Service providers get kudos on flexibility, partnering and vision for digital associates, but score lowest on embedding intelligence

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

The HFS OneOffice Emerging Tech Platform: The future of native automation, data, and process design,

OneOffice Emerging Tech Platform is our next stage vision for how enterprises effectively embrace emerging tech: through native automation, people and process

Point of View

Five questions to ask about SLAs as you move to the cloud

The adoption of cloud solutions can create significant business outcomes for organizations. However, these changes require new contracts and agreements with and

Point of View

The Hitchhiker’s Guide to Cloud Native: Align People, Process, and Culture

The shift to cloud native will dominate the next decade and drive companies to adopt HFS’ Digital OneOffice perspective. Technology will be the agent of for

Highlight Report

HFS Highlight: IBM joins the war for Hyperscaler Talent, Acquires Taos to boost Multi-Cloud and MSP

An HFS view of IBM acquiring Taos to boost its hyperscaler services and capabilities.

Hot Vendor

HFS Hot Vendors Q4 2020

We present the HFS Hot Vendors Report for Q4 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

Technology alone will not bridge the Digital Divide

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

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

Embrace the power of AND for greater emerging technology value

Emerging technology success needed a business case and change of culture before COVID-19—now they’re even more critical.

Point of View

Doing more with less | Align emerging tech investments with business goals beyond narrow financial

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

Point of View

Re-inventing Finance as an integral part of the Digital OneOffice

Research report surveying 250 finance executives on the 10 Critical Success Factors to bring finance out of its back-office relegation

Point of View

The rise of attended automation: how to get it right

As the OneOffice vision evolves beyond breaking down silos for better CX, the importance of EX and attended automation’s role are clear.

Point of View

Automation should be native to your organization to achieve digital nirvana

In HFS’ recent digital roundtable, supported by IBM, a select group of enterprise delegates gathered to discuss automation’s role in achieving digital

Highlight Report

HFS Highlight: IBM lays down the quantum computing industry roadmap

Focus your quantum conversations on roadmapping, the ecosystem, complementing existing technology, and business outcomes.

Point of View

Skills Driving the OneOffice Organization: The future of work is here.

“It is not the strongest or the most intelligent who will survive but those who can best manage change.” – Charles Darwin. To survive and thrive, we have

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,

Top 10 Report

HFS Top 10: Triple-A Trifecta Services 2020

In a first-of-its-kind study, the HFS Triple-A Trifecta Services Top 10 assessed 21 service providers in terms of how well they are helping their clients and of

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

Can the empire strike back yet again? IBM has to double down on business outcomes to succeed with its

HFS provides an assessment on IBM's announcement to split the company by spinning out Managed Infrastructure Services

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: Accenture’s myWizard is operationalizing the journey toward the OneOffice

Accenture has announced a new generation of its myWizard Intelligent Automation platform. HFS analyzes the progress and puts the announcement in the context of

Top 10 Report

HFS Top 10 Employee Experience Services 2020: HR Transformation and Strategy

This Top 10 report examines 10 Employee Experience providers across a defined series of innovation, execution, and voice of customer criteria.

Point of View

Solve the Digital Dilemma in the Pandemic Economy - Three approaches to doing more with less

Enterprises must drive digital deployment in the pandemic economy. But time is short and investment capital is limited. There are three steps to resolve this

Hot Vendor

HFS Hot Vendors Q3 2020

We present the HFS Hot Vendors Report for Q3 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Highlight Report

HFS Highlight: WNS’ new Quote to Sustain and FIAB solutions aim to drive the Finance OneOffice

The “have-to-have” business environment has been well recognized by WNS, leading to its launch of two finance solutions that get to the heart of the Digital

Highlight Report

HFS Highlight: KPMG’s New Performance On Demand Solution Brings The OneOffice To The Mid-Market, With

KPMG referenced the HFS Digital OneOffice framework as the inspiration behind how it designed and envisioned its new solution, Performance On Demand (POD)

Highlight Report

HFS Highlight: HCL's DRYiCE software progresses toward the OneOffice

HFS assess the progress of HCL DRYiCE, a set of proprietary AI and Automation solutions

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

Cognizant's appetite for business outcomes in the food services industry

Embracing hyperconnected food services across retail, CPG, hospitality and logistics

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

Point of View

Disruption not duct tape is the key for mortgage transformation

To best explore the mortgage industry’s future, we went to the experts and spoke with various lenders and providers supporting the industry.

Point of View

Get inspiration on data monetization from Ellie Mae and Persistent’s innovative and client-focused

Business, data, and analytics leaders will find great value in Ellie Mae’s example of data modernization with the help of partner, Persistent.

Point of View

Go beyond RPA with integrated automation to enhance operations transformation

HFS is working with Pega to profile integrated automation journeys highlighting the importance of a holistic approach with robotic process automation (RPA) in

Hot Vendor

THE HFS HOT VENDORS REPORT Q2 2020

We present the HFS Hot Vendors Report for Q2 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

Propel your business operations "Straight to Digital" with Digital Associates

How five companies are using digital associates to create better experiences for stakeholders

Point of View

IT service providers, partner up with a top-notch integration tool to meet the demands of a COVID-19 B2B

This POV highlights the importance of integration software and how Wipro Appirio is using MuleSoft to help clients.

Point of View

Mortgage innovation cannot stop at the front office! Lenders must beat down back-office process debt to

Mortgage lenders are making strides toward the Digital OneOffice using emerging tech and process optimization—but they need to think bigger than task-specific

Hot Vendor

THE HFS HOT VENDORS REPORT Q1 2020

The HFS Hot Vendors may not have the scale and size to be featured in our Top 10 reports, but they have the vision and strategy to impact and disrupt the

Point of View

To automate processes effectively, you need to understand them. RPA software vendors double-down on

Automation Anywhere (AA) is the latest RPA software vendor to hop on the process discovery bus.

Top 10 Report

HFS Top 10 Digital Associate Products

This report analyzes and rates 13 digital associates products across innovation, execution, and voice of the customer criteria.

Point of View

Invest in Customer Data Platforms to Propel the OneOffice Experience

A new value proposition for Tech Mahindra is “BORN”

Point of View

Life sciences third-party service providers, support your clients by driving meaningful as usual”

As digitization sweeps every industry in the new age of hyper-convenient, customer-centric models, the healthcare and life science communities must prepare to

Point of View

To get value from process automation in your organization, you must maximize its initial impact

HFS recently sat down with three of NICE’s finest to discuss the myths, reality, challenges, and opportunities in RPA and to understand the best route to and

Point of View

If you want success with machine learning-enabled analytics, don’t boil the ocean!

Citizens Bank reinvents collections segmentation and creates a trust-based foundation for smart analytics scale

Point of View

Process mining emerges as your gateway drug to OneOffice finance transformation

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

Point of View

Executives salivating at nearshore opportunities must pick locations carefully

In this report we examine the growing demand for nearshore delivery capabilities in Europe, and why executives must pick locations carefully.

Point of View

Enterprises must put humans first when using digital associates to create OneOffice experiences

Create intelligent interactions by using a human-first approach to designing digital associates.

Point of View

Shun digital complacency and prepare to be an experience-oriented retailer

What you really need to know about “Retail’s Biggest Show”

Hot Vendor

THE HFS HOT VENDORS Q4 2019

We present the HFS Hot Vendors Report for Q4 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

Drive meaningful customer experiences with equally meaningful employee experiences

Integrated automation can enable a OneOffice experience by breaking down silos across an enterprises’ customers and employees

Point of View

To harness data throughout your business, transition finance from the classic back office to the

HFS held a Capgemini-supported executive roundtable in Stockholm’s Grand Hotel. It brought finance and accounting leaders across multiple industries in the

Point of View

The New RPA Manifesto

HFS ANNOUNCES THEIR SEVEN-YEAR RPA MANIFESTO – THE INDUSTRY’S ONLY REALISTIC APPROACH TO THE FUTURE SUCCESS AND LONGEVITY OF RPA …

Point of View

Ten years after, ten years onward: HFS Research Agenda 2020

We're delighted to share with you our 2020 Research Agenda, as we continue our mission to define business operations and their technology enablement in the next

Point of View

Infosys BPM acquires Eishtec to bolster its OneOffice offering

The most recent example of front office investment is Infosys’ acquisition of Eishtec, a 1,400-person contact center firm based in Ireland

Hot Vendor

The HFS HOT VENDORS Q3 2019

We present the HFS Hot Vendors Report for Q3 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

“Straight to digital” is not doomsday for smart service providers. Genpact just had its best quarter

Part two of two: HFS CEO Phil Fersht talks with Genpact's CEO and Chief Strategy Officer about their data, mindsets, reskilling, and future.

Point of View

“Straight to digital” is not doomsday for smart service providers. Genpact just had its best quarter

Part one of two: HFS CEO Phil Fersht talks with Genpact's CEO and Chief Strategy Officer about their best Q in six years and strategic acquisitions.

Point of View

Trailblaze a path to your customer-centric OneOffice experience with these five strategic imperatives

How the highest performing organizations across the Global 2000 companies are rethinking operations and transforming interactions to support the customer

Point of View

Industry adoption of RPA is more nuanced than you think—see if you’re in line with your industry or

Do you think RPA adoption is solely the purview of the world’s biggest banks and insurers? If you did, you would be wrong.

Point of View

If banks want to improve ROI on digital transformation, they need to stop prioritizing efficiency

This POV examines the state of digital transformation in the BFS sector, leveraging the latest data from our Industry Digital Transformation survey.

Point of View

LTI’s newly acquired virtual analyst “Leni” could power your analytics adoption

Mid-size IT service provider LTI just announced its acquisition of Lymbyc, an artificial intelligence (AI) product firm based in Bengaluru, India.

Supplier Assessment

One Office Vendor Assessment: Accenture

An enterprise-focused analysis of Accenture that highlights its business strategy, financials, contracts, clients and strengths and weaknesses.

Point of View

Slay your legacy dragons and cultural silos to create the Finance OneOffice experience

Finance and accounting leaders from multiple industries gathered with HFS analysts to discuss their journey to the Finance OneOffice.

Point of View

You must integrate Automation to achieve Genuine Scale: How arago HIRO’s approach is helping clients

The Triple-A Trifecta of automation, artificial intelligence (AI), and smart analytics has compelled the C-suites to address their business objectives. Goals

Point of View

Service providers must look at Alibaba Cloud as their next strategic partner

Is Alibaba Cloud the rising star of the hyperscale cloud market? This report digs deeper.

Point of View

Funding is flooding into insurtech startups—use them to drive innovation

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

Hot Vendor

The HFS Hot Vendors Q2 2019

We present the HFS Hot Vendors Report for Q2 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

Go big or … specialize. Chris Caldwell chats on contact center convergence

HFS Research talks with Chris Caldwell, President of Concentrix Corporation, about the combination of two contact center titans and its implications on the

Point of View

How MetLife used transparency and inclusion to drive intelligent automation success

RPA hype, continues to pervade the marketplace making it very difficult to discern viable execution and management strategies. In an effort to go beyond the HFS

Point of View

Existing Genpact clients should engage smarter with the firm to digitize their operations

Genpact is evolving its digital offerings - this report examines how the firm's current BPO clients can leverage the firms growing offerings.

Point of View

Why transactional F&A must be “invisible” to elevate finance as a strategic partner

Enterprises have always wanted far more for far less from their from F&A function. But the old days of finding cheaper labor and some better packaged software

Point of View

Big Pharma must partner with blockchain disrupters to drive drug provenance

We have a serious issue with the provenance of pharmaceuticals and driving provenance by partnering with blockchain disruptors could be the solution.

Point of View

Why you need an integrated automation focus to drive growth

This voice of the customer (VOC) report spotlights Indecomm Global Services, a provider of SaaS-based technology and services to the mortgage industry, and its

Point of View

Look Beyond Legacy Education To Avoid Falling Foul of Major Talent Shortages

As technology and business evolve at a frightening pace, don’t wallow in the talent crisis - look to non-traditional talent pools and re-skilling.

Point of View

TCS is the “Walmart of IT services,” but it needs to reach beyond its comfort IT clients to truly the

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

Supplier Assessment

OneOffice Vendor Assessment - WNS

An enterprise-focused analysis of WNS that highlights its business strategy, financials, contracts, clients and strengths and weaknesses.

Point of View

Enterprises, Escape Your RPA Pigeonhole Today to Achieve End-to-End Automation

HFS interviewed enterprises using RPA, service providers delivering RPA services, and RPA software companies to triangulate on the best ways to combine RPA and

Point of View

Leverage the power of “and” to deliver your integrated digital business strategy

This voice of the customer report showcases two enterprise examples of businesses that are embracing integrated automation to digitally transform their

Top 10 Report

HFS Top 10 Finance & Accounting (F&A) Service Providers

The HFS Top 10 Finance and Accounting (F&A) Service Providers report examines 17 service providers across a defined series of innovation, execution, and voice

Point of View

Differentiate innovations in technology and pricing to thrive in telecom engineering services

The challenges telecommunication players face and how service providers can use technology innovation to overcome these challenges.

Point of View

Accenture is officially a full service digital advertising and marketing partner. But can you break down

Accenture Interactive’s latest and largest buy of Droga5 Signals a Capability Shift to OneOffice and beyond but are the enterprises ready?

Point of View

Preparing for AI at scale: How an enterprise is using LTI’s Mosaic to raise its ML game

Deploying machine learning at a global scale is a growing challenge for AI adoption. This POV details the challenges, and an enterprise's approach to ML with

Hot Vendor

The HFS Hot Vendors Q1 2019

We present the HFS Hot Vendors Report for Q1 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for

Point of View

Airlines must connect front-to-back offices to achieve customer-centric baggage management

Why a One Office approach is critical to driving a touch-less personalized customer experience for airlines.

Point of View

Manufacturers must have effective on-site and hyper-connected approaches if they truly aspire to find 4.0

Manufacturers must streamline the hype if they ever hope to reach the promised land of Industry 4.0.

Point of View

Escape your automation paradox and focus on integrating IA instead

Your ability to unlock the potential of Intelligent Automation requires both the fundamental belief that there is massive change afoot and a practical, proven

Point of View

DISMISS DIVERSITY AND INCLUSION INITIATIVES AT YOUR OWN PERIL

HFS presents insights on what needs to change in the modern workplace to create sustainable businesses, gleaned at its inaugural International Women's Day

Point of View

The strategy behind IBM GBS’ “Cognitive Enterprise” makes sense, but will it be enough to ensure

At the recently concluded IBM Think in SFO, we spent significant time with IBM GBS Leadership and its clients to understand their go-to-market strategy. We the

Point of View

How the Ask Avnet Cognitive Assistant Became a Critical Part of the Customer Life Cycle

Avnet’s cognitive assistant ups CX and breaks brand silos by embracing the Digital OneOffice principles

Point of View

Mphasis Clients: Exploit their growth plans to match your OneOffice ambitions

Mphasis focused its strategic goals and improved its financial performance in recent years - now it’s time for clients to get more bang for their buck

Supplier Assessment

OneOffice Vendor Assessment - Yash Technologies

An enterprise-focused analysis of Yash Technologies that highlights it’s business strategy, financials, contracts, clients and strengths & weaknesses.

Point of View

NRF’s Big Show: Put experiences at the heart of retail strategy

HFS' coverage of Retail's BIG show, where retailers come together to gear up for the hyper-connected economy

Point of View

Infographic: Analytics Leaders vs. Laggards

Analytics are increasingly part of the "secret sauce" of the enterprise. HFS Research, with support from Infosys BPM, interviewed 262 enterprise decision makers

Point of View

Infographic: Enterprise Analytics Challenges

HFS Research, with support from Infosys BPM, interviewed 262 enterprise decision makers across the Global 2000 about their use of data as a strategic asset.

Supplier Assessment

OneOffice Vendor Assessment: Concentrix 2019

An enterprise-focused analysis of Concentrix that highlights it’s business strategy, key financials, contracts, clients, strengths, and weaknesses.

Hot Vendor

HFS Hot Vendors: Q4 2018

The HFS Hot Vendors Q4 2018

Supplier Assessment

OneOffice Vendor Assessment - Cognizant

An enterprise-focused analysis of Cognizant that highlights it’s business strategy, financials, contracts, clients and strengths & weaknesses.

Supplier Assessment

OneOffice Vendor Assessment - Wipro

An enterprise-focused analysis of Wipro that highlights it’s business strategy, financials, contracts, clients and strengths & weaknesses.

Supplier Assessment

OneOffice Vendor Assessment - DXC Technology

An enterprise-focused analysis of DXC Technology that highlights it’s business strategy, financials, contracts, clients and strengths & weaknesses.

Supplier Assessment

OneOffice Vendor Assessment - Genpact

An enterprise-focused analysis of Genpact that highlights it’s business strategy, financials, contracts, clients and strengths & weaknesses.

Supplier Assessment

OneOffice Vendor Assessment: Teleperformance 2019

An enterprise-focused analysis of Teleperformance that highlights it’s business strategy, financials, contracts, clients, and strengths and weaknesses.

Supplier Assessment

OneOffice Vendor Assessment: Deloitte 2019

An enterprise-focused analysis of Deloitte that highlights its’s business strategy, key financials, contracts, clients and strengths, and weaknesses.

Supplier Assessment

OneOffice Vendor Assessment: Hexaware 2018

HFS OneOffice Vendor Assessments are the comprehensive summary of service providers' capabilities, strategies, strengths, weaknesses and financial performance.

Point of View

Learning from the Birds and the Bees: Start Looking at Swarm AI to Harness the Power of Human Insights

Swarm AI is helping organizations make complex decisions that require tapping into the collective opinion of large groups of people.

Point of View

Exploring the Next Frontier Beyond OneOffice: HFS Research Agenda 2019

Our 2019 Research Agenda explores the breathtaking advancements in technology enabling the Digital OneOffice and leading to the creation of a Hyper-Connected

Point of View

Taking a Closer Look: Excerpts from Interviews with Sandy Khanna of BT Group

Here are excerpts from Steve Dunkerley's recent interviews with Sandy Khannah of BT Group.

Point of View

Smart Analytics Impacts Your Competitive Edge with Predictive OneOffice Capability

Survey-based report from 262 enterprise decision makers on their use of data and analytics as strategic assets

Point of View

Why a Smart Analytics Strategy Is Critical to Driving Your Digital OneOffice Transformation

It is critical for business leaders to think about getting value from data more deliberately and effectively than in the past.

Point of View

Bring Enterprise Leaders Together to Succeed in the Behemoth Goal of Modernizing Legacy Operations

This insight outlines a recent HFS FORA Roundtable, where delegates assessed their enterprises’ digital maturity, and the group learned from top enterprise of

Top 10 Report

HFS Top 10 Digital Change Management Providers 2018

This report ranks 10 leading providers on their digital change management capabilities.

Point of View

Get Started with the Digital OneOffice: The Yokohama Story

A 100-year-old manufacturing company tackles digital customer engagement

Point of View

The Mars Digital Journey: Insights from Sandeep Dadlani, Chief Digital Officer, Mars

Read insights from Sandeep Dadlani, one of the speakes at the upcoming HFS FORA Summit on December 11-12, 2018 in New York.

Hot Vendor

HFS Hot Vendors: Q3 2018

Here we profile five players who have been designated as HFS Hot Vendors based on our rigorous assessment.

Point of View

Case Study: Harnessing the Triple-A Trifecta to Hit Digital OneOffice™ Gold

Ericsson's journey to the Digital OneOffice model provides valuable lessons for organizations looking to get the most out of emerging technologies.

Market Analysis

Onshore Is Back in Vogue as Digital Takes Center Stage, but Keep Your Location Mix Fluid

Global Delivery Location Analysis 1H 2018: HFS tracked 89 new moves announced during H1 2018. 49 Services providers reported they were building or expanding new

Point of View

Enterprise Leaders Must Look to Cognitive Assistant Services as a Critical Building Block for the Digital

Cognitive assistants have become a crucial element of the digital business operations ecosystem.

Point of View

Predictive Operations Management Can Smooth the Path to the Digital OneOffice™

As organizations are progressing their journey toward the Digital OneOffice, innovative technologies are changing the way operations are being managed.

Point of View

Don’t Let Security Concerns Hold Back Your Cloud Migration Journey

Enterprises are showing increased appetite for the cloud, but some are still holding back due to security concerns. This report examines why.

Point of View

Why AWS’ Techie Focus May Make Cloud Harder for Your Boardroom to Digest

AWS has grown exponentially in the hypercloud space, but is its focus on a technical audience an issue for IT executives pitching the value of the cloud?

Point of View

AI in HR Is a Matter of How, Not If

AI is now a crucial tool in workforce management, but assuming it can solve all of a company’s HR issues is dangerously naïve.

Point of View

The HFS FORA Summit: Cambridge 2018 - The State of Digital Operations

A record of the key findings from the HFS FORA Summit in Cambridge (July 2–3, 2018)

Top 10 Report

HFS Top 10 Cognitive Assistant Service Providers

This is HFS' first comprehensive assessment of the leading 19 providers in the emerging market for cognitive assistant services.

Hot Vendor

HFS Hot Vendors: Q2 2018

We profile five short-listed players who have been designated as HFS Hot Vendors based on our rigorous assessment.

Point of View

Are you ready to move your digital transformation into a higher gear?

The next wave of digital will require faster, better controlled operations. Change gear before your competitors.

Point of View

Making AI the Killer App for Your Data

HfS and IBM have jointly developed a practical guide with actionable recommendations to starting your AI journey.

Point of View

Insurers: Don’t ignore insurtechs unless you want to be the next Blockbuster

Emerging technologies are bringing about a reckoning for a long-complacent industry

Point of View

Our world has officially gone mad: Teleperformance just splashed a billion on Intelenet

The global market leader in contact centers, Teleperformance, has made the first bold move to shake up an industry in desperate need of a shakeup

Point of View

You’ll never be a Digital Enterprise until...

you’ve Integrated your Digital and Traditional Customer Channels.

Point of View

Why Global Business Service (GBS) is evolving into the Digital OneOffice

Decision-makers: reset GBS on course for digital transformation and maximise your cost-saving and real-time data opportunities

Point of View

How Insurance carriers must embrace insurtech to win on customer experience

Insurance carriers have an opportunity to harness insurtech to differentiate on customer experience. Here’s how.

Top 10 Report

HfS Blueprint Report: Digital OneOffice

The report assesses and profiles an exclusive set of 16 providers with broad coverage across multiple elements of the Digital OneOffice

Point of View

10 fintechs that banks must have on their watchlists

Fintechs aren’t disruptive anymore, they’re the new face of finance

Point of View

The need for speed: BFS firms risk digital failure by taking too long to execute

This report presents new data that shows how BFS enterprises are faring with the definition and execution of their digital transformation strategies.

Market Analysis

Delivery Location Analysis Q3 2014 to Q1 2018

The delivery location trends and analysis based on 1,000+ announcements made by service providers & global in-house centers (GICs) since 2014.

Point of View

CX leaders have a massive opportunity to impact digital business strategies by mastering AI

Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short

Point of View

Retailers: you must embrace digital in your physical environments too

…or fall behind your competitors’ digital capabilities for boosting customer experience and driving in-store sales.

Point of View

How to survive when your IT skills become irrelevant

How will IT professionals and leaders survive in the new digital world that's making all of their traditional IT Skills irrelevant?

Point of View

HfS FORA New York: are we just kicking the can of job elimination down the road?

A record of the key findings from the HfS FORA Summit in New York, March 7-8

Hot Vendor

HfS Hot Vendors: Q1 2018

We profile seven short-listed players who have been designated as HfS Hot Vendors based on our rigorous assessment.

Point of View

Retailers Seek Omni-channel CX with Digital Customer Engagement Strategies

The role of customer engagement service providers has never been more important or more complicated.

Point of View

Telcos: Co-Innovate to Create and Replenish Evaporating Revenue

This Point of View provides a view of major telecommunication industry and global services market trends with an eye toward encouraging co-innovation.

Point of View

Using cognitive tech to connect customers to business operations

How cognitive technology can break down the barriers between the front and back offices, and drive the OneOffice vision

Point of View

Defining and Sizing The Digital OneOffice Framework

The framework for the touchless digital customer experience and the creation of an intelligent, single office to enable it.

Point of View

The Impact of Digital on IT Consulting. Has it reached Terminal Velocity?

How is the cost of consulting being impacted by the growing demand for digital consulting services and the corresponding talent crunch.

Top 10 Report

HfS Blueprint Report: Enterprise Artificial Intelligence (AI) Services 2018

This inaugural Blueprint analyzes the dynamics and state of the Enterprise AI market.

Hot Vendor

Introducing the HfS Hot Vendors

The HfS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for the Digital OneOffice™.

Point of View

Generali Case Study: Every Insurer Needs a Solid Foundation for Digital

How building a digital foundation is essential to the success of the modern insurance company.

Point of View

Allianz Takes an Ecosystem Approach to Intelligent Automation

The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.

Point of View

Cyber Security Services: What's in Store for 2018?

A number of the main predictions of drivers for investment in cyber security services in 2018.

Point of View

Radical Operating Model Transformation in Oil and Gas

A multitude of forces is reshaping the oil and gas industry that push the industry to re-imagine the way it operates.

Market Analysis

2018: IT Services Beyond the Tipping Point

Our top level predictions for IT Services growth for 2018 and beyond.

Point of View

Consumerization of AI: The Case of Salesforce Einstein

Salesforce Einstein is an example for industrializing machine learning, deep learning and NLP as part of its platform strategy

Point of View

What Enterprise IT Services Clients Want in 2018

This report dives into over 1000 client interviews conducted in 2017 to find out what IT services clients want in 2018.

Point of View

IPsoft’s 1Desk Aims to Be the Cognitive Agent for the OneOffice

IPsoft is upping the ante in service management by combining its Amelia virtual agent with the IPcenter platform under the 1Desk branding

Point of View

How Digital Transformation is Defined by the OneOffice Framework

Digital Transformation takes many forms. We observe six dominant approaches to digital transformation.

Point of View

Taking the Robots out of Humans – A New Liberation in the Anvil

A write up of our recent conversation with Malcolm Frank and Dr. Mary Lacity on Automation, Blockchain and much more

Point of View

Can Genpact Pivot from Operations Execution to Digital Innovation?

Genpact's brand refresh includes investments in AI and design-- now it will have to bring the story together for clients.

Point of View

Emerging AI Use Cases in Financial Services

An analysis of emerging AI use cases helps to understand how AI is starting to impact and transform service delivery

Top 10 Report

HfS Blueprint Report: Healthcare Business Operations 2017

This Blueprint covers the BPO services market for Healthcare, including the innovation and execution capabilities of 13 providers.

Point of View

Navigating the AI Hype with a Clearer Segmentation

As buyers remain confused about AI, narratives need to leverage clearer segmentations

Point of View

2018 Poised To Be the Tipping Point for Enterprise Mobility in Insurance

Mobility is increasingly becoming an intrinsic part of most carriers’ channel strategy.

Point of View

Crafting Great Customer Experiences - Cisco’s Story

How enterprises can align with a shared vision of creating a better customer experience

Point of View

The Power Of A Generative Ecosystem in Health and Human Services

Examples of how ecosystems are delivering impact in CA, KY, NC, and Ontario for citizens through health and human services.

Point of View

F&A Services is a Buyer’s Market – Choose Your Destination Wisely

Is F&A outsourcing a commodity or is it being reimagined? It’s really the buyer’s choice.

Point of View

Cognitive Automation of the Digital OneOffice Organization

The Batch Management process has not been disrupted for decades. Cognitive Automation is aligning it with the Digital Age.

Point of View

Growth Depends On A Company's Ability to Reinvent Culture

Recreating the employee experience to enable change and growth.

Point of View

Cisco Case Study: Delivering World Class Customer Service

Cisco's OneOffice journey to delivering world class customer service

Point of View

Outsourcing Contract Practices in the Age of Intelligent Automation

Update Your Outsourcing Contract Practices to Capture the Potential of Intelligent Automation While Mitigating Risk.

Point of View

TrustPortal gets RPA and the OneOffice to Scale

EY's approach to integrate RPA into the TrustPortal platform is a compelling example of scaling RPA on the journey toward the OneOffice

Point of View

An interview with Sanjay Srivastava, Chief Digital Officer at Genpact

A unique business process management provider can raise the bar when it comes to Digital Operations

Point of View

ServiceNow Is Muscling In on the Intelligent Automation Continuum

As ServiceNow is making solid progress expanding beyond ITSM, Intelligent Automation is emerging as the next frontier for the company

Point of View

NGA sharpens focus on HR and Payroll services, sells UK&I software division

This PoV assesses NGA HR's disposal of its long-held UK&I software business, and what it means for the future.

Point of View

NIIT Tech’s Tron Smart Automation Platform: More Reality than Science Fiction

As organizations progress toward the OneOffice, automation platforms like Tron Smart Automation Platform provide a critical lever to accelerate the journey

Point of View

The Raw Truth About RPA

The market for RPA continues to be obfuscated by smoke and mirrors. HfS' Summit in Chicago provided a realcheck what really is on buyers’ minds.

Point of View

The RPA Bible: Your Practical & Technical Guide to RPA

This comprehensive report describes an actionable set of eight elements required for successful RPA orchestration.

Point of View

Un-Learning to Embrace a Digital OneOffice Culture

Lessons from the Chicago Summit in cultivating a OneOffice culture

Point of View

Accelerate Data Strategy to Drive Business Outcomes

This report depicts the journey toward data-centric models with a view to drive business outcomes

Point of View

AI will shift the balance of power to the mega ISVs

This report outlines that the market for AI enabled services is no longer confined to lower level Machine Learning.

Point of View

Why are enterprises still clueless about unstructured data?

Companies need to be conscious of looking for unstructured data as they design their integrated OneOffice operations for the future.

Point of View

The Real Impact of Digital, Automation, and AI on Enterprise Operations

Data is the new Currency of Business - This workshop presentation goes into depth on how C-Suites are driving their operations leaders to shift gears

Top 10 Report

What Makes HfS Blueprints Unique?

Each of our Blueprints covers trends and themes on the combinations of talent and technology for business outcomes, service provider analysis, and for

Point of View

Genpact Picks up Design Firm on Digital Journey to OneOffice

Genpact has announced its intention to acquire TandemSeven, a customer experience design firm with a dynamic journey mapping tool

Point of View

Infographic: Creating Great Digital Customer Experiences with OneOffice

An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.

Point of View

Creating Great Digital Customer Experiences with OneOffice

An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.

Point of View

How Illinois is designing citizen-centric operations for better service

Hardik Bhatt, CIO, Illinois, shared the on-going journey for change in serving and creating better outcomes for the foster children, families, and caseworkers

Point of View

Citizen-Centered Public Sector Organizations Operate As “OneOffice”

Real examples of how U.S. government agencies are putting citizen and employee interest at the heart of designing a more efficient way to work.

Point of View

The 2017 AI-Powered OneOffice Premier League Table

This report provides an assessment of the technical building blocks of AI and a ranking of the leading service providers on performance

Point of View

Want to avoid a PR Disaster à la the legacy Airline Industry? Then fix your DumbOffice asap

These DumbOffice failures could seriously take some of these airlines over the edge and put them out of business.

Point of View

Insurance Viewpoint: Use the Power of “AND” to Transform Operations

Three recent interactions with insurance leaders demonstrate the diversity in thinking and action in pushing the Digital OneOffice agenda

Point of View

The Market Outlook for Robotic Process Automation

The slides for Phil Fersht's presentation at Blue Prism World 2017.

Point of View

IPsoft’s Amelia can provide the Digital glue between Front and Back Offices to create OneOffice™

IPsoft has a bold ambition to evolve Amelia into a core AI platform, that sits at the intersection of systems of record, systems of engagement and data If it

Market Analysis

Delivery Location Announcements by Service Providers & Global In-House Centers in Q1 2017

In Q1 2017, we tracked 82 new location moves. Service Providers and Global in-house Centers continue to balance their locations portfolios.

Point of View

Redwood gets under the hood of the OneOffice

Redwood is aiming to integrate the digital underbelly into intelligent digital support functions as organization move toward the OneOffice™

Point of View

Making Cognitive Real: The Transformation of Service Agents

A look at IPsoft's Amelia and the emerging trend of virtual agents.

Point of View

The 2017 Digital OneOffice Premier League

An evaluation of how service providers’ emerging capabilities are aligned to the OneOffice Framework.

Point of View

NASSCOM ILF: The Digital OneOffice - Getting Ahead of Today's Disruption

Download the slides for Phil Fersht's presentation of the Digital OneOffice™ framework at NASSCOM's India Leadership Forum 2017.

Point of View

Defining the Digital OneOffice Organization

HfS defines how the Digital OneOffice is becoming the digital operations framework for the emerging organization.

Point of View

HHS Summit at Harvard: Moving Toward the OneOffice Endgame

A recent forum at Harvard University discussed how to work toward a vision for the future of health and human services.

Point of View

The 2017 HfS Blueprint Agenda: Making the Intelligent OneOffice™ Real

HfS unveils the 2017 HfS Research Blueprint Agenda—"Making it Real."

Point of View

Welcome to the world of OneOffice

OneOffice is the endgame, where the digital enterprise can work in real time to cater for its clients' needs as they arise.

Point of View

Journey to Intelligent Operations in Banking

How can banks rise to the challenge of intelligent operations and the OneOffice?

Point of View

The Journey to Intelligent Operations in Life Sciences

A fresh, research-based look at the role of operations and BPO in the business of Pharma and Life Sciences.

Point of View

The Journey to Intelligent Operations in Healthcare

A fresh, research-based look at the role of operations and BPO in the business of Healthcare.

Point of View

Vision 2020 For Intelligent Operations: Making the Digital Customer Real

This PoV summarizes the most valuable ideas we captured during our recent event in San Francisco

Point of View

The Journey to Intelligent Operations and OneOffice —Study Findings

This report looks at the evolution of sourcing and enterprise operations, from back office efficiency to the Intelligent and Adaptable OneOffice.