Many people have viewed Cognizant as losing its mojo over the past few years, with staff attrition among the worst...Read More
Concentrix doubles down on Webhelp to dominate traditional call center… despite autonomous CX changing the narrative
With Concentrix's mammoth acquisition of Webhelp, has the $125 billion world of call centers really become so dull that the only thing left to talk about is who’s the biggest?Traditional call center services are extremely ripe for disruption, with huge costs to be saved with the smart deployment of autonomous technologies. There are ample opportunities for tech-capable service providers to attack the CX space with digital offerings that are not dependent on voice-based butts-on-seats. So where's the real value in this 'traditional' acquisition for Concentrrix?Read More
2022 was The Great Resignation… 2023 is becoming The Great Freakout
Massive tech layoffs, back-to-office mandates, a highly-uncertain economic and political climate, and an epidemic of banks almost collapsing dominate the headlines, and suddenly the workplace power dynamic has shifted squarely from the jaded employee-fuelled Great Resignation to something resembling a great workplace freakout.Read More
Get ready to experience the Chief Experience Officer… meet Abby Godee Copy
HFS Research Leader, Melissa O'Brien got time with Publicis Sapient's new Chief Experience Officer, Abby Godee to shed some real light on what it means to be a CXO in 2022, and her vision for enabling experiences for Publicis Sapient’s employees, customers, and the greater community.Read More
Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic
The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capabilityRead More
Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix
While scaling up to compete with Teleperformance and Concentrix is clearly the game-plan, Sitel/SYKES needs to focus on the value of the parts and integrate at speedRead More
Unleashing cultural innovation is dictating the emerging work environment
Much can be achieved in a pure remote model, but it's simply not sustainable for a healthy, energizing work environment in the medium-long termRead More
Getting chatbot fatigue? Then upgrade to digital associates…
HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More
The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality
OneOffice is the mindset to put real digital transformation into action, and there has never been a burning platform like the Work-From-Anywhere (WFA) revolution to force this changeRead More
HFS Vision 2025 is here: The New Dawn to become a OneOffice Organization
HFS Unveils its Vision 2025: The New Dawn to become a OneOffice OrganizationRead More