HFS Horizons: Agentic Services, 2026

“HFS Horizons: Agentic Services, 2026” is our very first report about agentic services, acknowledges the point we have already reached: AI-led agentic services augmenting human capabilities through smart AI agents to optimize processes and decision making.

This research study evaluates how effectively service providers are helping enterprise clients embrace innovation and realize value across three distinct Horizons.

• Horizon 1 – Functional digital transformation: Disruptors driving digital transformation by leveraging agentic AI to improve business outcomes such as cost reduction, speed, and efficiency across elements of an industry’s value chain.
• Horizon 2 – Enterprise transformation: Enterprise innovators (Horizon 1+) enabling the OneOffice model of end-to-end organizational alignment across the front, middle, and back offices by leveraging agentic AI to improve decision making and drive unmatched stakeholder experience across processes.
• Horizon 3 – Ecosystem Transformation: Market leaders (Horizon 2 +) embracing the emerging paradigm of Services-as-Software™ (SaS) by leveraging agentic AI to redefine how work gets done and drive new sources of value and co-creation with OneEcosystem partners.

This research evaluates the capabilities of 36 service providers across the agentic services value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings.

The study highlights the value-based positioning of each participant across the three distinct Horizons. It also includes detailed profiles of each service provider, outlining their facts, strengths, and development opportunities.

For the first time, we have introduced “SaS Stars” spotlighting service providers that are fundamentally changing its business models toward Services-as-Software by beginning to operationalize agentic capabilities, reduce reliance on human intervention, and move toward scalable, technology-led service delivery.

The report is global in scope and provides critical insights for enterprises embarking on their agentic services journey, covering the roles and capabilities of service providers and ecosystem partners supporting enterprise adoption.

HFS recognizes that the agentic services landscape is evolving at a rapid pace. This report aims to capture the momentum of agentic capabilities through vendor briefings, conversations with clients and partners, and extensive analysis. That said, the data collection for this report took place between September 2025 and January 2026.

To read the rest of the research, click the download button below.