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Category: customer-experience-management
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
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
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
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
Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic
The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capabilityRead More
Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix
While scaling up to compete with Teleperformance and Concentrix is clearly the game-plan, Sitel/SYKES needs to focus on the value of the parts and integrate at speedRead More
Getting chatbot fatigue? Then upgrade to digital associates…
HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More
You’ve got to start with the customer experience and work backwards to the technology
No one singular statement has better described the world of technology in the last three decadesRead More
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
BORN again… it’s Ritesh Idnani
Tech Mahindra President of BPM and Digital, Tech Mahindra talks to HFS CEO Phil FershtRead More
