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Category: customer-experience-management
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Tech-deprived CPG and retail encroach each other’s territory in search of growth
Prepare for a breakthrough year in the Generative Enterprise—powered by the potential of agentic AI to deliver end-to-end, self-improving, cross-silo processes to achieve business outcomes, the promise of deregulation, and greater access to infrastructure of the Stargate program, and a new wave of LLM innovation exemplified by China’s DeepSeek. Our Generative Enterprise Services Horizons report 2025 identified several trends: how service providers are meeting enterprise needs, effectively training people, what enterprises need more of from their service partners, and what customers and partners have to say about their service experiences.Read More
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Modernizing insurance was the mandate—now it’s about monetizing what’s next
Prepare for a breakthrough year in the Generative Enterprise—powered by the potential of agentic AI to deliver end-to-end, self-improving, cross-silo processes to achieve business outcomes, the promise of deregulation, and greater access to infrastructure of the Stargate program, and a new wave of LLM innovation exemplified by China’s DeepSeek. Our Generative Enterprise Services Horizons report 2025 identified several trends: how service providers are meeting enterprise needs, effectively training people, what enterprises need more of from their service partners, and what customers and partners have to say about their service experiences.Read More
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Commercial banks seriously need to up their digital game to meet the B2B needs of their customers
HFS conducted a significant deep-dive Horizons Study into the needs of commercial banks and the best IT and business process service providers to support them: HFS Horizons: The Best Service Providers for Commercial Banks, 2025. This report evaluates the capabilities of 22 service providers across the HFS commercial banking value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings.Read More
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Process intelligence unlocks faster and better innovation with GenAI
When enterprises define their GenAI adoption roadmap, they must consider the value process intelligence can deliver if they want the technology to reach its full potential. Celonis Founder Alex Rinke sat down with Phil Fersht to talk about the value of partnerships with the likes of of LLaMA and Hugging Face, so it might get even easier to infuse process intelligence with your Generative AI plans.Read More
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HFS Research partners with Zoom to Improve Employee and Customer Experiences, and Eliminate the Mute Button
Leading analyst firm to improve meeting quality, collaboration, and behaviorRead More
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Retail Embraces the Digital OneOffice and Optimizing the In-Store Experience (NRF report)
Retail giants and small retail innovators, moving to OneOffice is about enabling the ability to support heightened customer expectations and often strengthening business fundamentals in order to do soRead More
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Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations
Enterprises must navigate the changing of the guard for intelligent customer experience servicesRead More
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Fishing for digital dominance… meet Brian
Brian Whipple, CEO Accenture Interactive, describes the evolution of the world’s premier experience agencyRead More
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Genpact gets Right to the Point to bring the front and back office together… as OneOffice
We view this as the most exciting acquisition yet by Genpact, as it signifies the direction the firm is taking as a process designer, executor and engineer enabled by supporting digital and AI technology.Read More
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Leaders embracing an infinite mindset can flourish during these times
With no defined time horizon, no clearly-defined rules, and with players that may enter and exit at any time, the primary objective of an infinite game is quite simply to keep playingRead More
