Customer Experience Management

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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HfS Blueprint Report: Retail Customer Engagement Services

Mar 23, 2018

This report evaluates key customer engagement services providers operating in the retail industry.

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Industry Impact—The Retail and CPG Operations Value Chain

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

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Industry Impact—The Travel, Hospitality, and Logistics Value Chain

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.

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