A collection of the latest views from the HFS analyst team on customer and employee experience.
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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
November 21, 2017How enterprises can align with a shared vision of creating a better customer experience
Point of View
November 20, 2017Examples of how ecosystems are delivering impact in CA, KY, NC, and Ontario for citizens through health and human services.
Point of View
November 20, 2017RPA initiatives, in general, have not nearly met cost savings and productivity targets anything near these touted outcomes.
Point of View
November 16, 2017Tigerspike adds enterprise mobility design and engineering capability for crafting user experiences with Concentrix and clients.
Point of View
November 14, 2017This report dives into the trends impacting the application services market uncovered during the Application Development and Management Blueprint.
Point of View
November 08, 2017This report outlines client buying behavior and preferences in the SAP SuccessFactors services market.
Point of View
October 31, 2017Recreating the employee experience to enable change and growth.
Point of View
October 31, 2017Cisco's OneOffice journey to delivering world class customer service
Point of View
October 27, 2017Update Your Outsourcing Contract Practices to Capture the Potential of Intelligent Automation While Mitigating Risk.
Point of View
October 12, 2017This PoV assesses NGA HR's disposal of its long-held UK&I software business, and what it means for the future.
Point of View
October 03, 2017Data is the new Currency of Business - This workshop presentation goes into depth on how C-Suites are driving their operations leaders to shift gears
Point of View
October 03, 2017Lessons from the Chicago Summit in cultivating a OneOffice culture
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.
Point of View
August 30, 2017An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.
Point of View
July 07, 2017These DumbOffice failures could seriously take some of these airlines over the edge and put them out of business.
Point of View
April 28, 2017A walk in the shoes of hospital employees during a design thinking workshop.
Point of View
December 05, 2016OneOffice is the endgame, where the digital enterprise can work in real time to cater for its clients' needs as they arise.
Top 10 Report
September 29, 2016This Blueprint is a spinoff of the previously published Contact Center Operations Blueprint, focusing on the digital elements of contact center BPO.
Point of View
June 26, 2016Our annual deep-dive report on the cyber threats faced by enterprises and the gaps they must overcome to build both brand and digital trust.
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