Points of View

The highest performing companies in the Global 2000 want to use customer experience (CX) as an enterprise growth driver. But siloed data, a lack of speed and agility to implement new ideas, and a lack understanding of customers’ journeys can be roadblocks.

To engage meaningfully with customers and improve customer experience, CX leaders need to start with a human-focused design strategy and then leverage the power of data and intelligent automation to deliver on experiences seamlessly and intelligently. At a recent visit to Sutherland Labs, HFS saw the potential of human-centered design in action as well as an on-demand solution that enterprises can use to become more agile with their omnichannel efforts.