Recovering from COVID-19 will involve finally fixing your organization’s data backbone

Apr 30, 2020

Business leaders must prioritize data and analytics investments toward better customer handling, forecasting and business planning, and operational process re-design and improvement

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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

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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.

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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

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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

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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

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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.

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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.

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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.

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