Customer Experience Management

Impact of COVID-19 on the Global IT/BPM Industry

May 01, 2020

The world changed overnight, and the new abnormal is here! We reached out to the global service provider community to understand how they reacted to the global COVID-19 crisis and their immediate outlook for the industry.

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Salesforce services providers must address the talent crisis to improve CSAT

Apr 29, 2020

This POV presents the voice of the customer from the recent Salesforce Services Top 10 report, 2020.

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Salesforce clients should keep abreast of Cognizant’s continued investments to position itself as a CX services leader

Apr 29, 2020

Cognizant doubles down on Salesforce marketing cloud and CX with Lev acquisition

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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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Salesforce services providers must understand that client satisfaction, results from collaborative and flexible partnerships that meet customers’ business needs

Apr 27, 2020

This POV presents the voice of the customer from the recent Salesforce Services Top 10 report, 2020.

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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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To drive patient-centricity, the life sciences industry needs to stop acting like a B2B industry

Apr 17, 2020

Consumer-driven medical devices are taking the industry by storm

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HFS Top 10 Salesforce Services 2020

Apr 15, 2020

In the 2020 HFS Salesforce Services Top 10 Report, we analyze the capabilities and vision of eleven service providers.

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Service design and design thinking efforts must recognize every end user; the public sector’s digital struggles are a stark reminder

Apr 14, 2020

Yes, we all know to consider the end user—just be sure to cover every end user: it’s critical whether you’re in local government or a CMO.

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