The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capability

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

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

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

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

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

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.

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

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

The very essence of our corporate existence, the conference call itself, is in grave danger of going robo. We're done folks...