- Maybe RPA is a gateway drug after all, as AI takes the number one spot for investment focus
- Most automation strategies are failing because they aren't impacting customer experiences. We must broaden beyond the back office...
- UiPath hyped a market that simply wasn’t there. Now we must build one that's REAL - one we can TRUST
Points of View
More Customer Experience Management Research
Retailers Seek Omni-channel CX with Digital Customer Engagement Strategies
There may not be another industry in quite as much tumult as retail at this moment. As we analyze in our HfS Retail Customer Engagement Services Blueprint, the retail space is bifurcated: bricks-and-mortar legacy retailers pivoting to omni-channel and online sales (some much more successfully than others) and digital disruptors that have built their businesses around an online commerce platform that has satisfied many consumer needs for seamless and intuitive shopping experiences. Regardless of the category, the role of customer engagement service providers has never been more important or more complicated.
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