Secaucus, 7094, NJ,
United States
H&M USA Technographics
H&M USA Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by H&M USA and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 12956 H&M USA employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that H&M USA has purchased the following applications: Uber Freight for Freight Forwarding in 2023, Genesys Customer Interaction Center (CIC) for Call Center in 2018, Akamai mPulse for Application Performance Management in 2021 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems H&M USA is running and its propensity to invest more and deepen its relationship with Uber Freight , Genesys , Akamai or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing H&M USA revenues, which have grown to $2.55 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for H&M USA intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
H&M USA Tech Stack and Enterprise Applications
H&M USA SCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Uber Freight | Legacy | Uber Freight | Freight Forwarding | SCM | n/a | 2023 | 2023 |
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H&M USA CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Genesys | Legacy | Genesys Customer Interaction Center (CIC) | Call Center | CRM | n/a | 2018 | 2018 |
In 2018, H&M USA deployed Genesys Customer Interaction Center (CIC) as its Call Center application for customer service operations. The deployment targeted the retailer's US customer service organization and established Genesys Customer Interaction Center (CIC) as the primary interaction platform for contact handling and agent desktop workflows.
The implementation configured core contact center capabilities commonly associated with the Call Center category, including automatic call distribution, interactive voice response, computer telephony integration, skill based routing, and consolidated agent desktop interfaces. Genesys Customer Interaction Center (CIC) was configured to support multichannel contact handling and centralized session management, aligning telephony routing and agent queuing with customer service functional workflows.
Integration work explicitly included SAP Customer Service Cockpit, which provided case context and knowledge access inside the agent desktop. The integration connected Genesys Customer Interaction Center (CIC) interaction records with SAP service tickets and knowledge elements, enabling agents to view customer case context and system knowledge while handling calls. Operational coverage was concentrated on the customer service department across H&M USA.
Governance emphasized agent enablement and knowledge usage, reflecting the requirement to have the system knowledge needed to provide excellent customer service. Rollout activities centered on desktop integration with SAP Customer Service Cockpit and standardizing interaction handling processes, with training and workflow adjustments to embed Genesys Customer Interaction Center (CIC) into frontline service operations.
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H&M USA ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Akamai | Legacy | Akamai mPulse | Application Performance Management | ITSM | n/a | 2021 | 2021 |
In 2021, H&M USA implemented Akamai mPulse on its website. Akamai mPulse is deployed as an Application Performance Management solution to provide real user monitoring and front-end performance instrumentation across the H&M USA digital storefront. The implementation centers on browser-based telemetry embedded in page payloads to capture page load timing, resource timing, and session-level metrics across the www2.hm.com property.
Configuration emphasized RUM data collection, custom metric aggregation, and segment-level reporting to support web engineering, site reliability, and digital merchandising teams. Akamai mPulse was configured to surface device and browser segmentation, session tracing, and waterfall timing analysis through mPulse dashboards and APIs, with standardized instrumentation deployed site wide. Governance focused on centralized measurement standards and release gating tied to performance budgets to ensure consistent telemetry and actionable performance diagnostics for digital operations.
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H&M USA Procurement
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Procurement | Procurement |
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2014 | 2014 |
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Supplier Relationship Management | Procurement |
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2014 | 2014 |
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H&M USA IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Content Delivery Network | IaaS |
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2021 | 2021 |
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IT Decision Makers and Key Stakeholders at H&M USA
| First Name | Last Name | Title | Function | Department | Phone | |
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Controller | Director | Finance | |
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Finance Controller | Director | Finance | |
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Expansion Controller for the UK & Ireland | Director | Finance | |
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Travel and Office Manager | Manager | Operations | |
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Head of Expansion - H&M Group UK and IE | Director | Finance | |
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Global HR manager | Manager | HR | |
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Global IT Change Manager | Manager | IT | |
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Country IT Manager | Manager | IT | |
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HR Manager UK&IE | Manager | HR | |
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Supply Chain Expansion Manager for Americas | Manager | Supply Chain | |
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Supply Chain Merchandiser/Controller | Director | Supply Chain | |
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Purchasing Manager US | Manager | Procurement | |
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3PL DC Manager | Manager | Supply Chain | |
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Multi-Site Omni Distribution Center Manager - Logistics | Manager | Supply Chain | |
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Transport and Trade Contract Manager - Americas | Manager | Supply Chain | |
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Retail Transportation Operations Manager, Americas | Manager | Supply Chain | |
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Logistics Project Manager | Manager | Supply Chain | |
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Regional Head of Logistics Americas | Director | Supply Chain | |
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Apps Being Evaluated by H&M USA Executives
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||