Business leaders must prioritize data and analytics investments toward better customer handling, forecasting and business planning, and operational process re-design and improvement
Cognitive
HFS Top 10 Data Science and Machine Learning Platforms
Apr 28, 2020
Examines the capabilities of 14 data science and machine learning platform vendors as viewed in practice across a defined series of innovation, execution, and voice of the customer criteria
Develop digital customer tools that are seamless for customers and employees
Apr 27, 2020
Asynchronous messaging should simplify interactions for both the consumer and the agent.
Front-office service providers must leverage smart investments to weather the COVID-19 storm
Apr 20, 2020
Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge
Be mindful of your workplace ecosystem when assessing digital associates for your company
Apr 06, 2020
From pilot tests to "bot bashing" -- How TD Bank integrates digital associates in the workplace
Will COVID-19 put the nail in the coffin of the legacy contact center?
Apr 03, 2020
Times of crisis must drive a new digitally optimized customer service model
HFS Top 10 Digital Associate Products
Apr 01, 2020
This report analyzes and rates 13 digital associates products across innovation, execution, and voice of the customer criteria.
Technology, media, and telecom—it’s your time to shine. “Digital transformation” seemed meaningless; now, social distancing makes it matter more than ever.
Mar 31, 2020
The COVID-19 pandemic will spur digital transformation initiatives across the globe. Social distancing has massive implications across the technology, media, and telecom (TMT) sectors.
ITMS AND BPO CONTRACT ANALYSIS—Q4 2019
Mar 19, 2020
This report analyses publicly announced ITMS and BPO contracts in Q4 2019 by region, service types, key verticals, main vendors and digital services.
