H&M USA
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: Genesys Customer Interaction Center (CIC) for Call Center in 2018, Akamai mPulse for Application Performance Management in 2021, Basware Procurement for Procurement in 2014 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 Genesys , Akamai , BasWare 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 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 |
|---|---|---|---|---|---|---|---|---|
| BasWare | Legacy | Basware Procurement | Procurement | Procurement | n/a | 2014 | 2014 |
In 2014 H&M USA deployed Basware Procurement in the Procurement category to centralize purchase to pay activities across its United States retail and corporate operations. The Basware Procurement implementation targeted procurement and accounts payable business functions, aligning catalog purchasing, invoice processing, and approval workflows under a single application.
Configuration focused on Basware modules and components identified in project documentation, including 13WP2 configuration workstreams, Basware Passport for supplier onboarding and master data control, and FDW and LDW data feed and reporting components. Functional capabilities implemented included requisitioning, PO management, automated invoice capture and matching, approval workflow orchestration, and supplier lifecycle management through Passport.
Operational integration leveraged FDW and LDW feeds to exchange transactional and master data with H&M USA financial systems and store operations, enabling procurement and AP teams to access consolidated reporting and analytics. The rollout covered procurement, sourcing, and accounts payable teams within H&M USA, with configuration tuned for retail purchase patterns and multi site ordering workflows.
Governance changes emphasized centralized purchasing policy enforcement and electronic approval chains, with Basware Passport providing supplier onboarding controls and data validation to support procurement compliance. The implementation narrative centers on Basware Procurement delivering standardized procurement processes, supplier management capabilities, and data feed driven operational reporting for H&M USA.
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|
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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 | |
|---|---|---|---|---|---|---|
| No data found | ||||||
Apps Being Evaluated by H&M USA Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from H&M USA IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the H&M USA digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||
FAQ - APPS RUN THE WORLD H&M USA Technographics
H&M USA is a Retail organization based in United States,
with around 12956 employees and annual revenues of $2.55 billion.
H&M USA operates a diverse technology stack with applications such as
Genesys Customer Interaction Center (CIC), Akamai mPulse and Basware Procurement,
covering areas like Call Center, Application Performance Management and Procurement.
H&M USA has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Genesys, Akamai and BasWare.
H&M USA recently adopted applications including
Akamai mPulse in 2021, Akamai CDN in 2021 and Genesys Customer Interaction Center (CIC) in 2018,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of H&M USA’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates H&M USA’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete H&M USA technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.