UK utility execs are split between cost-leadership, their customers, and sustainability; they must choose now, as "auto-switching" sweeps the market.
Customer Experience Management
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.
May 09, 2018
Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short
Apr 26, 2018
…or fall behind your competitors’ digital capabilities for boosting customer experience and driving in-store sales.
Mar 30, 2018
The role of customer engagement service providers has never been more important or more complicated.
Mar 23, 2018
This report evaluates key customer engagement services providers operating in the retail industry.
Feb 02, 2018
This POV previews our Retail and CPG Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018
Jan 30, 2018
This POV previews our THL Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018.