{"id":583491,"date":"2026-09-22T10:13:57","date_gmt":"2026-09-22T08:13:57","guid":{"rendered":"https:\/\/www.capgemini.com\/es-es\/?post_type=analyst-report&#038;p=583491"},"modified":"2026-09-22T10:14:00","modified_gmt":"2026-09-22T08:14:00","slug":"hfs-research-recognizes-capgemini-as-a-market-leader-in-its-hfs-horizons-customer-experience-services-2026-report","status":"publish","type":"analyst-report","link":"https:\/\/www.capgemini.com\/es-es\/analyst-report\/hfs-research-recognizes-capgemini-as-a-market-leader-in-its-hfs-horizons-customer-experience-services-2026-report\/","title":{"rendered":"HFS Research reconoce a Capgemini como L\u00edder de Mercado en su informe HFS Horizons Customer Experience Services 2026"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tHFS Research reconoce a Capgemini como L\u00edder de Mercado en su informe HFS Horizons Customer Experience Services 2026\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>sept 22, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div><div class=\"article-text article-quote-text\">\n<h3 id=\"h-as-organizations-reshape-customer-experience-for-the-ai-era-they-increasingly-need-partners-that-can-move-beyond-technology-implementation-to-deliver-measurable-business-outcomes\" class=\"wp-block-heading\">As organizations reshape customer experience for the AI era, they increasingly need partners that can move beyond technology implementation to deliver measurable business outcomes. <\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In its <em>HFS Horizons: Customer Experience Services, 2026<\/em> report, HFS Research recognizes Capgemini for its AI-native intelligent operations, combining customer experience expertise with technology innovation to help organizations transform customer journeys.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" height=\"1024\" width=\"1024\" src=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?w=960\" alt=\"Badge-Capgemini-HZ-customer-experience-services\" class=\"wp-image-583492\" style=\"aspect-ratio:0.9989649818871831;width:332px;height:auto\" srcset=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png 1669w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=150,150 150w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=300,300 300w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=768,768 768w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=1024,1024 1024w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=1536,1536 1536w, https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2026\/09\/Badge-Capgemini-HZ-customer-experience-services.png?resize=400,400 400w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The HFS report recognizes Capgemini&#8217;s ability to combine deep customer experience expertise with technology innovation to deliver end-to-end transformation. It highlights the strength of Capgemini&#8217;s Intelligent Business Operations organization, which combines Capgemini Business Services with WNS to strengthen AI-powered intelligent operations through industry expertise, customer experience transformation, and technology capabilities.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">HFS also recognizes Capgemini&#8217;s ability to combine operational domain knowledge with system integration expertise across cloud, AI, customer engagement platforms, and hyperscaler ecosystems, helping organizations modernize customer experience while accelerating enterprise transformation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The report highlights Capgemini&#8217;s proprietary capabilities, including <strong>EXPiRiUS<\/strong>, which supports customer journey intelligence, engagement, analytics, and automation, alongside <strong>RAISE<\/strong>, its framework for building, governing, monitoring, and scaling responsible AI. These capabilities help organizations establish trusted foundations for AI-enabled customer experience transformation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Supported by <strong>more than 30,000 customer experience professionals<\/strong> across <strong>79 delivery and innovation centers<\/strong>, Capgemini combines consulting, technology, and operations expertise to help organizations modernize customer engagement, improve operational performance, and deliver measurable business value through AI-native customer experience transformation.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cCapgemini has earned its Horizon 3 (Market Leader) placement in the HFS Horizons: Customer Experience Services, 2026 report for its domain-deep, AI-native approach to CX transformation. Its WNS integration unites verticalized CX operations with agentic engineering and platform strength, backed by proprietary IP in EXPiRiUS and RAISE to deliver client outcomes that span both cost and experience.\u201d<\/p>\n<cite>\u2014 Melissa Fersht, Executive Research Leader, HFS Research<\/cite><\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Learn how <a href=\"https:\/\/www.capgemini.com\/services\/customer-first\/customer-experience\/\" type=\"link\" id=\"https:\/\/www.capgemini.com\/services\/customer-first\/customer-experience\/\">Capgemini\u2019s Intelligent Customer Operations solution<\/a> helps organizations deliver connected, AI-infused customer experiences by integrating people, processes, data, and technology to create more meaningful, productive, and frictionless customer relationships.<\/p>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"col-md-12 \"><div class=\"autoCloudForm\"><h3 class=\"formHelpText\">Please fill up the form to download the report<\/h3>\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_1241045_3127527765\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"asterisk_title\">\n\t\t\t\t\t<p><span class=\"star-required\">*<\/span> Campo obligatorio<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"mf_form__errors mf_form__errors--top\" role=\"alert\" aria-live=\"polite\">\n\t\t\t\t\t<ul class=\"mf_form__errors__list\"><\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"1241045\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"8e5a70e281\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Gracias! Hemos recibido su formulario.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>Lo sentimos, el env\u00edo del formulario fall\u00f3. Int\u00e9ntalo de nuevo.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG1241045 = {\"1241045\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div><div class=\"article-text article-quote-text\">\n<p class=\"wp-block-paragraph\"><strong>About Capgemini<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of \u20ac22.5 billion.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make it real. |&nbsp;<a href=\"http:\/\/www.capgemini.com#_blank\">www.capgemini.com<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":499,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[{\"uuid\":\"dca13fc9-4452-48b8-8d60-ecb140711667\",\"blogId\":\"16\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/es-es\/\",\"postLink\":\"https:\/\/www.capgemini.com\/es-es\/analyst-report\/hfs-research-recognizes-capgemini-as-a-market-leader-in-its-hfs-horizons-customer-experience-services-2026-report\/\",\"postId\":583491,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"},{\"uuid\":\"c9162215-fddd-47df-ae8c-7c17b722e995\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/analyst-report\/hfs-research-recognizes-capgemini-as-a-market-leader-in-its-hfs-horizons-customer-experience-services-2026-report\/\",\"postId\":1240611,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","featured_focal_points":""},"brand":[],"service":[163,45],"industry":[],"partners":[],"analyst":[760],"content-group":[],"class_list":["post-583491","analyst-report","type-analyst-report","status-publish","hentry","service-customer-experience","service-customer-experience-customer-first","analyst-hfs"],"yoast_head":"<!-- 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