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 25, 2019This POV details Alight’s additional capabilities after acquiring Appirio’s Workday service practice.
Point of View
April 24, 2019The recent HFS executive roundtable, held in April 2019 in New York City served as the “safe space” where automation and operations leaders got together HCL
Point of View
April 08, 2019The most critical elements influencing adoption of any AI usecases are trust and sense of security from the human users- be it employees or customers, of any
Point of View
April 03, 2019Why a One Office approach is critical to driving a touch-less personalized customer experience for airlines.
Point of View
March 29, 2019How to make the most of your innovation center visit.
Point of View
February 28, 2019Deep learning networks are the apex of AI sophistication, but don't have the equivalent of a memory. Without some type of memory, DL networks are incapable of
Point of View
February 15, 2019The report explores the importance of ecosystems in the digital twin journey, and how Siemens is enabling its end-users for adopting digital twins.
Point of View
February 08, 2019HFS' coverage of Retail's BIG show, where retailers come together to gear up for the hyper-connected economy
Competitive Intelligence
January 31, 2019An enterprise-focused analysis of Concentrix that highlights it’s business strategy, key financials, contracts, clients, strengths, and weaknesses.
Point of View
December 10, 2018As enterprises scale their RPA initiatives, the market’s lack of deep expertise will become an ever-greater risk to RPA success.
Point of View
December 06, 2018Here are excerpts from Steve Dunkerley's recent interviews with Sandy Khannah of BT Group.
Point of View
November 21, 2018It is critical for business leaders to think about getting value from data more deliberately and effectively than in the past.
Point of View
October 01, 2018HFS discussed the potential, hype, and actual progress of ML in a candid conversation with Robbie Allen, CEO of Infinia ML.
Point of View
September 17, 2018RPA pricing is a critical issue impacting scalability and industrialization, but is there a better more practical model?
Point of View
September 13, 2018Through tracking recent Cloud migration deals, HFS is able to paint a picture of the major drivers for enterprises moving to the cloud.
Point of View
September 10, 2018Falling prey to these myths will inhibit the potential for your business unit to take advantage of these opportunities.
Point of View
September 04, 2018Cognitive assistants have become a crucial element of the digital business operations ecosystem.
Point of View
August 22, 2018We're all quick to talk about amazonification, but at the expense of focusing on the more impactful trend of sharing. This report digs into how sharing in our
Point of View
August 13, 2018AI 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
June 25, 2018Industry 4.0: The shift from mass production to mass customization
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