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Category: customer-experience-management
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Getting chatbot fatigue? Then upgrade to digital associates…
HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More
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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
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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
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Can virtual assistants help to heighten the value of customer interactions? CSS Corp looks to Yodaa for wisdom.
CSS is piloting Yodaa across 3 clients and 1 client has already gone live with the virtual assistant.Read More
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HGS Doubles Down on “Digi”
HGS focuses on a suite of solutions aimed at finding the right balance between digital and traditional customer engagement for a unified customer experience.Read More
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Accenture Expands its Digital Frontier with Intrepid – Another Pearl in the String of Acquisitions
Accenture’s strategy goes beyond the ambitions of growing and maintaining the largest digital agency in the world.Read More
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Ramyam and Arvato – Raving Fans or Raving Mad?
Arvato just announced its acquisition of Bangalore-based Ramyam Innovation Lab, whose stated mantra is to make customers “raving fans” by enabling contact center staff to have valuable customer information at their fingertips.Read More
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Why Customer Delight is Overrated
Bad customer experiences have a much greater potential to do business damage than great experiences do to have a positive impactRead More
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Digital Customer Service BPO: A Chat with HGS
Provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferencesRead More
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#Traveldiaries2017 – Are you creating memorable service experiences for your travel customers?
All the things T&H service buyers and service providers could be doing better to think of ME, the traveler, at the core of their operationsRead More
