Category Archives: Customer Experience Management

Leaders embracing an infinite mindset can flourish during these times

Leaders embracing an infinite mindset can flourish during these times

With no defined time horizon, no clearly-defined rules, and with players that may enter and exit at any time, the primary objective of an infinite game is quite simply to keep playing

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BORN again... it's Ritesh Idnani

BORN again... it's Ritesh Idnani

Tech Mahindra President of BPM and Digital, Tech Mahindra talks to HFS CEO Phil Fersht

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Genpact gets Right to the Point to bring the front and back office together... as OneOffice

Genpact gets Right to the Point to bring the front and back office together... as OneOffice

We view this as the most exciting acquisition yet by Genpact, as it signifies the direction the firm is taking as a process designer, executor and engineer enabled by supporting digital and AI technology.

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Fishing for digital dominance... meet Brian

Fishing for digital dominance... meet Brian

Brian Whipple, CEO Accenture Interactive, describes the evolution of the world’s premier experience agency

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Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Enterprises must navigate the changing of the guard for intelligent customer experience services

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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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