Is Sitel’s Approach to Tech Integration in CEM The Way Forward?

HfS recently attended Sitel’s analyst day event that included sessions not only with the company’s executive leadership team, but a wide selection of executives from client organizations and analysts. A large proportion of the discussions we had at the event revolved around the future of customer experience management (CEM), and the ways in which the market (and Sitel) need to prepare for growth. Technology integration was a prominent theme, and in this POV, we discuss the approach and progress that this service provider is making and its implications for competitors and clients.