A collection of the latest views from the HFS analyst team on customer and employee experience.
We’ve trained a generative AI model on two years of research, across industries, technologies, and change agents.
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June 11, 2025Assesses 24 benefits administrators on value, capability, GTM, and outcomes across the benefits value chain.
June 04, 2025Zeta empowers marketers with AI-driven control, simplifying MarTech with modular tools for personalization, speed, and agility.
June 03, 2025Embedding CX at every stage of the transformation journey is essential for building lasting impact and competitive differentiation.
May 23, 2025It provides the strengths and improvement areas of the IT service providers offering services to the Energy and Utility industry.
Highlight Report
February 01, 2021Ditch the CRM focus and embrace an omnichannel strategy
Highlight Report
January 29, 2021ASR and NLU are the building blocks for intelligent self-service in the public sector
Point of View
January 29, 2021The COVID-19 pandemic’s impact has been profound and far-reaching in travel and hospitality, with executives in these sectors having relatively lower about .
Highlight Report
January 29, 2021In January 2021, Cognizant has agreed to acquire Magenic Technologies, a custom software development services company in the U.S. Magenic is Cognizant's third
Point of View
January 27, 2021The 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
Point of View
January 27, 2021The low down on process debt, digital natives, and automation in the cloud!
Highlight Report
January 12, 2021Accelerated by the pandemic, there is a secular shift in cloud adoption. To enable its clients’ cloud-powered enterprise transformations, Infosys has launched
Point of View
January 11, 2021Join the “superheroes” of technology adoption by focusing on top-level leadership, talent, and your strategic approach toward technology and data.
Point of View
December 22, 2020The 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
December 22, 2020Emerging technology success needed a business case and change of culture before COVID-19—now they’re even more critical.
Point of View
December 17, 2020There 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
December 09, 2020As 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
December 08, 2020In HFS’ recent digital roundtable, supported by IBM, a select group of enterprise delegates gathered to discuss automation’s role in achieving digital
Highlight Report
December 07, 2020HFS' take of the acquistion of Slack by Salesforce
Point of View
December 04, 2020HFS sees a “new dawn” emerging from the fog of 2020, and what is clear is that technology alone cannot absorb what has been the biggest shock of a lifetime,
Point of View
December 03, 2020400 Global 2000 executives share their views on protecting, adapting, and digitizing their businesses in the new reality
Point of View
November 25, 2020HFS assess Quad’s real-life experience of envisioning, deploying, and scaling automation across 29 departments.
Market Analysis
November 20, 2020This report analyses publicly announced ITMS and BPO contracts in Q3 2020 by region, service types, key verticals, main vendors and digital services.
Point of View
November 19, 202020 enterprise leaders share their strategies for transforming CX and EX in a virtual world
Point of View
November 17, 2020While BFS as a whole may have been less impacted by the pandemic as other industries, some segments, such as collections, are much more exposed.
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