Digital is all about an organization’s ability to respond to the needs of their customers as those needs happen – or...Read 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
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 weekRead More
“Igniting Innovation”: KPMG features an experiential approach to digital transformation in its Analyst Day
KPMG looks to bring purpose and passion for helping clients be successful in making innovation a part of the core of their businesses – through a diverse workforce, solutions, and collaboration.Read More
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 DealsRead More
#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 operationsRead More