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.
Point of View
April 27, 2020Asynchronous messaging should simplify interactions for both the consumer and the agent.
Point of View
April 27, 2020COVID-19 means that now more than ever, it is important to invest in security as demand increases to support the growing number of work-from-home employees and
Point of View
April 25, 2020COVID-19 has caused chaos for enterprises, creating unprecedented challenges with the increase in employees working from home. These challenges have raised and
Point of View
April 23, 2020Old Mutual prioritizes IT and business collaboration to drive RPA success.
Point of View
April 20, 2020Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge
Point of View
April 14, 2020Yes, we all know to consider the end user—just be sure to cover every end user: it’s critical whether you’re in local government or a CMO.
Point of View
April 06, 2020From pilot tests to "bot bashing" -- How TD Bank integrates digital associates in the workplace
Point of View
April 03, 2020Times of crisis must drive a new digitally optimized customer service model
Point of View
April 01, 2020The stress levels of CISOs are rising, with 90% advising they are moderately or tremendously affected. Enterprise leaders must act: improve working conditions,
Point of View
March 31, 2020Bulk buying and mass panic will not last forever- current high-demand manufacturers must adapt accordingly.
Point of View
March 30, 2020With quarantines and “social distancing” practices becoming commonplace, enterprise leaders need to adapt to this new way of life as well, re-thinking many
Point of View
March 27, 2020As we all adjust to the new abnormal, this is the time for the digital workforce to shine.
Point of View
March 27, 2020Enterprises looking for continual learning excellence, are likely to find success by partnering with providers who have made sizeable internal investments.
Point of View
March 27, 2020Cybercriminals are once again out in force, and just when you thought they couldn’t get any lower, they have quickly taken the opportunity to strike
Point of View
March 20, 2020A new value proposition for Tech Mahindra is “BORN”
Point of View
March 18, 2020With this wave of ransomware hitting local government organizations hard, security service providers should be looking to step forward to plug the evident gaps
Point of View
March 18, 2020In this PoV, we highlight some of the key initiatives and client engagement details of Teleperformance and recommend pathways that other service providers must
Point of View
March 17, 2020Will Wipro be the next 'experience agency' to watch?
Point of View
March 09, 2020Come to Indian cricket’s digital rescue before others take the platform to show off their capability and attract talent from a global following.
Point of View
March 02, 2020HFS 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
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