Ever since IBM sold off its Daksh business to Concentrix in 2013, “call center” has been something of a dirty word to traditional service...Read More
SYKES acquires Symphony becoming the first call center provider with significant automation capability
Call center provider SYKES disrupts the BPO industryRead More
It’s Bots-in-Seats as IBM, Cognizant, Accenture, TCS, Infosys and Tech Mahindra lead the HFS TOP 10 Cognitive Assistants
Chatbots are dead - long live cognitive assistantsRead More
Concentrix gets up close and personal with Teleperformance with its Convergys acquisition
Just a couple of weeks after Teleperformance splashed $1 billion in Intelent we finally see Convergys gobbled upRead More
Accenture, IBM, Cognizant, Infosys, Wipro and TCS lead the first Digital OneOffice Blueprint
HfS releases the first official blueprint rating of leading service providers offering multi-functional OneOffice capabilitiesRead More
How Data and Technology Shape our Experiences as Humans, an interview with Kate O’Neill
Melissa O'Brien interviews Kate O'Neill on her upcoming book and her keynote session at HfS' Future of Operations SummitRead More
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.Read More
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.Read More
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.Read More
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 providersRead More