HfS Network

Category Archives: Customer Experience Management

Transforming the Digital Customer Experience—Four Ways to Move from Theory to Practice

Transforming the Digital Customer Experience—Four Ways to Move from Theory to Practice

Key themes that customer experience oriented companies can take away as they look to implement customer experience strategies within their organizations and in conjunction with their service providers

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A Moment of Transformation with the “New Sitel”

A Moment of Transformation with the “New Sitel”

Here’s what I learned as one of the analyst community members that spent time with Sitel executives and 70+ clients and prospects at its 2017 Miami Analyst Day and corresponding Customer Summit this week

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WNS Finally “On TRAC” To Automate And Increase The Intelligence Of Business Processes

WNS Finally “On TRAC” To Automate And Increase The Intelligence Of Business Processes

Buyers Need To Be Proactive In Pushing For Automation And Technology Enablement In Their Deals

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Digital Means Customers Don’t Need to Like You….

Digital Means Customers Don’t Need to Like You….

Digital is not about being nice or building an emotional attachment to customers – it’s about speed, efficacy, and awareness

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#Traveldiaries2017 – Are you creating memorable service experiences for your travel customers?

#Traveldiaries2017 – Are you creating memorable service experiences for your travel customers?

All the things T&H service buyers and service providers could be doing better to think of ME, the traveler, at the core of their operations

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Digital Customer Service BPO: A Chat with HGS

Digital Customer Service BPO: A Chat with HGS

Provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences

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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 so

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Why Customer Delight is Overrated

Why Customer Delight is Overrated

Bad customer experiences have a much greater potential to do business damage than great experiences do to have a positive impact

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Ramyam and Arvato – Raving Fans or Raving Mad?

Ramyam and Arvato – Raving Fans or Raving Mad?

Arvato just announced its acquisition of Bangalore-based Ramyam Innovation Lab, whose stated mantra is to make customers “raving fans” by enabling contact center staff to have valuable customer information at their fingertips.

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