Category Archives: Customer-Engagement

Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic

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 capability

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Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix

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 speed

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Getting chatbot fatigue? Then upgrade to digital associates...

Getting chatbot fatigue? Then upgrade to digital associates...

HGS analyst Melissa O'Brien gets to the point on chatbots and digital associates

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You’ve got to start with the customer experience and work backwards to the technology

You’ve got to start with the customer experience and work backwards to the technology

No one singular statement has better described the world of technology in the last three decades

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Digital Associates finally have their flaming platform

Digital Associates finally have their flaming platform

HFS examines the world of chatbots and their more sophisticated cousins, Digital Associates

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