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
June 19, 2018The global market leader in contact centers, Teleperformance, has made the first bold move to shake up an industry in desperate need of a shakeup
Point of View
June 14, 2018you’ve Integrated your Digital and Traditional Customer Channels.
Point of View
May 31, 2018Use robotic process automation (RPA) to transform source-to-pay (S2P) and set a clear course to competitive advantage
Top 10 Report
May 28, 2018The report assesses and profiles an exclusive set of 16 providers with broad coverage across multiple elements of the Digital OneOffice
Point of View
May 09, 2018Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short
Point of View
April 30, 2018Enterprises are failing to maximise the benefits of their SaaS deployments because they under-estimate the importance of ongoing management services.
Point of View
April 20, 2018How will IT professionals and leaders survive in the new digital world that's making all of their traditional IT Skills irrelevant?
Point of View
April 18, 2018Infosys plans to sell off Panaya & Skava, acquisitions made under the watch of former CEO Vishal Sikka. Will this benefit clients in the long run?
Point of View
March 30, 2018The role of customer engagement service providers has never been more important or more complicated.
Point of View
March 07, 2018As one generation of services grinds to a halt, another is quickly ramping up to drive what we at HfS are calling F&A 3.0.
Point of View
February 28, 2018The framework for the touchless digital customer experience and the creation of an intelligent, single office to enable it.
Point of View
January 31, 2018The diversity of customers now trialing and adopting Intelligent Automation exposes the complexity and challenges of doing it right.
Point of View
January 24, 2018A number of the main predictions of drivers for investment in cyber security services in 2018.
Point of View
January 23, 2018A multitude of forces is reshaping the oil and gas industry that push the industry to re-imagine the way it operates.
Point of View
January 17, 2018The last few weeks have been dizzying for TCS, with two mega-deal announcements making the entire technology services industry sit up and take notice.
Point of View
January 17, 2018Salesforce Einstein is an example for industrializing machine learning, deep learning and NLP as part of its platform strategy
Point of View
January 02, 2018IPsoft is upping the ante in service management by combining its Amelia virtual agent with the IPcenter platform under the 1Desk branding
Point of View
December 28, 2017Digital Transformation takes many forms. We observe six dominant approaches to digital transformation.
Point of View
December 20, 2017Amazon, Apple, AWS, Facebook, Google, Netflix, Salesforce, Airbnb, and Uber. What have they fundamentally changed?
Point of View
December 12, 2017A write up of our recent conversation with Malcolm Frank and Dr. Mary Lacity on Automation, Blockchain and much more
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