HfS Network

Category Archives: Customer Experience Management

Can virtual assistants help to heighten the value of customer interactions? CSS Corp looks to Yodaa for wisdom.

Can virtual assistants help to heighten the value of customer interactions? CSS Corp looks to Yodaa for wisdom.

CSS is piloting Yodaa across 3 clients and 1 client has already gone live with the virtual assistant.

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Time to get worried about being automated... very worried

Time to get worried about being automated... very worried

The very essence of our corporate existence, the conference call itself, is in grave danger of going robo. We're done folks...

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Accenture Expands its Digital Frontier with Intrepid – Another Pearl in the String of Acquisitions

Accenture Expands its Digital Frontier with Intrepid – Another Pearl in the String of Acquisitions

Accenture’s strategy goes beyond the ambitions of growing and maintaining the largest digital agency in the world.

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HGS Doubles Down on “Digi”

HGS Doubles Down on “Digi”

HGS focuses on a suite of solutions aimed at finding the right balance between digital and traditional customer engagement for a unified customer experience.

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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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