Customer Experience Management

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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UK energy suppliers must decide: Will they play the cost game or focus on customer experience and sustainability?

Jul 16, 2019

UK utility execs are split between cost-leadership, their customers, and sustainability; they must choose now, as "auto-switching" sweeps the market.

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Want to elevate CX with integrated automation? Start with the humans

Jul 04, 2019

At our June 19 executive roundtable in New York to discuss the potential of integrated automation for elevating customer experience, it was clear that the success of any automation program is in large part dependent on enabling humans, not replacing them.

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You’ll never be a Digital Enterprise until...

Jun 14, 2018

you’ve Integrated your Digital and Traditional Customer Channels.

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CX leaders have a massive opportunity to impact digital business strategies by mastering AI

May 09, 2018

Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short

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Retailers: you must embrace digital in your physical environments too

Apr 26, 2018

…or fall behind your competitors’ digital capabilities for boosting customer experience and driving in-store sales.

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Retailers Seek Omni-channel CX with Digital Customer Engagement Strategies

Mar 30, 2018

The role of customer engagement service providers has never been more important or more complicated.

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