Covering the worlds of banking, capital markets, and insurance, our research brings an industry lens to digital transformation with deep demand-side research, comprehensive competitive supply-side insights, and outcome-focused emerging tech use cases.
We’ve trained a generative AI model on two years of research, across industries, technologies, and change agents.
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May 14, 2025A bold view of how insurers and service providers must align on innovation, experience, and ecosystems to lead in 2025.
June 13, 2025As large BFS institutions actively embed AI into businesses, new technical and soft skills must be adopted at scale for success.
June 12, 2025Commercial banks risk losing clients, and market relevance without persistent modernization - overhauling CX and operations.
June 10, 2025Here is our outlook for BFS. 2025 will be the year of Services-as-Software with a healthy spending rebound in BFS.
Point of View
September 29, 2017Companies need to be conscious of looking for unstructured data as they design their integrated OneOffice operations for the future.
Point of View
September 28, 2017Examining the key market trends in the Salesforce Services market.
Point of View
September 19, 2017How customer-centricity is core to changing the culture in & impact of Blue Shield of California on making health care family friendly and affordable.
Top 10 Report
September 14, 2017Each of our Blueprints covers trends and themes on the combinations of talent and technology for business outcomes, service provider analysis, and for
Competitive Intelligence
September 13, 2017The HfS Buyers' Guide offers a one-stop view of the services capabilities of EY
Competitive Intelligence
September 13, 2017This HfS Buyers' Guide offers a one-stop view of the services capabilities of Syntel
Point of View
August 30, 2017An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.
Competitive Intelligence
August 09, 2017The HfS Buyers' Guide offers a view on the services capabilities of Concentrix
Point of View
August 08, 2017HfS Research undertook a research study on delivering policy administration As-a-Service, surveying 50 P&C insurance executives.
Point of View
July 06, 2017Customer experience pros share tips for redesigning digitally driven front-office outcomes
Point of View
July 03, 2017Three recent interactions with insurance leaders demonstrate the diversity in thinking and action in pushing the Digital OneOffice agenda
Top 10 Report
January 12, 2017We believe that capital markets firms will undergo a large-scale operational transformation in 2017. Service providers for this market are now in a unique to
Competitive Intelligence
October 31, 2016A buyers focused look at BPO service provider EXL.
Top 10 Report
October 19, 2016This Blueprint Guide evaluates the offerings of some early explorer service providers, giving buyers a sense of what’s available where things are going.
Point of View
October 18, 2016How can banks rise to the challenge of intelligent operations and the OneOffice?
Point of View
October 17, 2016Insurance carriers need to find a bridge between the radical “digital” experiments on the front end, with middle office and back office functions.
Point of View
June 14, 2016NIIT's Five Tenets and Digital E3 create a credible but yet unproven approach for transformation from tactical to consumer-centricity.
Point of View
June 02, 2016Alorica is acquiring EGS to bolster its mandate for “insanely great customer service.”
Point of View
May 31, 2016EXL Client & Analyst Event highlights: productizing analytics, show and tell RPA, and launch of digital transformation.
Point of View
May 16, 2016The launch of a formalized practice comprising IPsoft’s virtual agent Amelia platform is a milestone on the maturity journey of Intelligent Automation.
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