Customer Experience Management

HFS Top 10 ServiceNow Services 2019

Nov 06, 2019

The 2019 HFS Top 10 ServiceNow Services report examines the role service providers play in the highly competitive ServiceNow Services market.

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Insurance customers must evaluate SE2 for both innovation and execution with its new investments

Nov 05, 2019

SE2 made a few announcements recently, including the opening of its delivery and innovation centers in India and the launch of its Digital Engage platform. These decisions represent the company’s future as a platform-based services partner

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Infosys BPM acquires Eishtec to bolster its OneOffice offering

Oct 23, 2019

The most recent example of front office investment is Infosys’ acquisition of Eishtec, a 1,400-person contact center firm based in Ireland

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

Oct 03, 2019

HFS POV on Sutherland's human-centered design and on-demand solution that enterprises can use to become more agile with their omnichannel efforts.

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“Solv-e” your workforce models, or miss out on untapped talent

Sep 24, 2019

Can Concentrix disrupt the traditional CX services model with its Solv Crowdsourcing solution?

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(Real) Holograms: If you’re about to miss the boom, here’s what you need to know

Sep 19, 2019

2D has reached its limits in mimicking 3D. True “holography” and AR are reinventing customer and worker experiences, minus the historical barriers.

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HFS Top 10 Digital Front Office: CX Design, Sales, and Marketing

Aug 01, 2019

This report examines 16 CX design, marketing and sales operations service providers across a defined set of innovation, execution, and voice of the customer criteria.

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Care providers must blend digital and data with user-centric design as the population ages

Jul 26, 2019

As life expectancy and demand for social care grows, care providers must reinvent their ecosystems to adopt digital in a user-centric approach.

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Telcos should specialize IoT offerings for customer segment to succeed

Jul 18, 2019

With the advent of the Internet of Things (IoT), billions of consumer and industrial devices are connected across the globe. Because connectivity is a critical factor to manage all these devices, telecom operators (telcos) have a bigger role to play

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