Points of View

Use the combined power of human-focused design, data, and intelligent automation to deliver an omnichannel experience

Oct 3, 2019 Melissa O'Brien


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.

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