HGS analyst Melissa O'Brien gets to the point on chatbots and digital associates
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Category Archives: Customer Experience Management
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
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
BORN again... it's Ritesh Idnani
Tech Mahindra President of BPM and Digital, Tech Mahindra talks to HFS CEO Phil Fersht
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.
Fishing for digital dominance... meet Brian
Brian Whipple, CEO Accenture Interactive, describes the evolution of the world’s premier experience agency
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
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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