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Category: customer-experience-management
HFS Research partners with Zoom to Improve Employee and Customer Experiences, and Eliminate the Mute Button
Leading analyst firm to improve meeting quality, collaboration, and behaviorRead More
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 capabilityRead More
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 speedRead More
Getting chatbot fatigue? Then upgrade to digital associates…
HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More
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 decadesRead More
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 playingRead More
BORN again… it’s Ritesh Idnani
Tech Mahindra President of BPM and Digital, Tech Mahindra talks to HFS CEO Phil FershtRead More
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.Read More
Fishing for digital dominance… meet Brian
Brian Whipple, CEO Accenture Interactive, describes the evolution of the world’s premier experience agencyRead More
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 servicesRead More
