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
April 15, 2015HfS Research believes that in order to really embrace the “As-a-Service Economy,” enterprises will have to develop new capabilities that go beyond what was
Point of View
March 09, 2015Beyond attractive locations HR service centers must support diversity in all forms from language and culture to SaaS and managed services. A clear human capital
Point of View
February 05, 2015HfS has questioned if companies flocking to Workday are being set up for success, so we took note when HR consulting firm Mercer joined the Workday partner and
Point of View
November 06, 2014The role of an analyst is to be therapist and advocate. HfS analysis of the HR Technology Conference 2014 is that it may be enabling some of the dysfunction in
Point of View
October 07, 2014PeopleDoc is helping GBS functions improve workforce efficiency and effectiveness through improved HR information accessibility and accountability with its and
Point of View
October 07, 2014In an era of constant change, companies have to consider if organizational redesign, policy & process changes, technology automation, and outsourcing – or a
Point of View
September 26, 2014More work is being done for organizations today by people that are not on the actual payroll. Companies need to develop strategic workforce plans and workforce
Point of View
September 19, 2014Last month IBM announced a new Global Business Services (GBS) Talent and Change practice. Since HfS watches GBS and the employee experience very closely, we its
Point of View
August 26, 2014Lessons can be learned from the airline industry as Talent Acquisition Service leaders travel to compete for global business and inspire and motivate their to
Point of View
June 19, 2014Accenture’s Digital webcast provided a deeper dive into the launch of its Digital Growth Platform.
Point of View
May 12, 2014As marketing drove new business growth by addressing the customer experience, HR needs to actively design new workforce service models focused on the employee
Point of View
March 20, 2014Aegis's recent acquisition of Symphony BPO shows that in the world of customer experience management (CEM) competitiveness is still very much driven by scale.
Point of View
March 05, 2014The worker and what motivates her has not been adequately acknowledged nor addressed in much of the modern workplace. HfS employee experience research offers to
Top 10 Report
February 14, 2014This Blueprint is the first in a series where HfS redefines multi-process human resources outsourcing (HRO) from the consumer’s point of view. Innovation and
Point of View
January 06, 2014Ultimate Software announced its latest software with better global capabilities and usability but the news it is entering into managed services is the bigger to
Point of View
December 31, 2013To help bust on-going economic and workplace malaise, HfS conducted survey research of nearly 5,000 people working worldwide to help businesses understand what
Point of View
March 19, 2013IBM recently announced the IBM Customer Experience Lab, a collaboration between IBM Research and Global Business Services (GBS), will focus on three major and
Point of View
September 27, 2012For Accenture, Octagon's regulatory and clinical information technology solutions, services, and expertise augments Accenture’s broad pharma industry
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