Webinar: Crafting Great Digital Customer Experiences with OneOffice

September 14, 2017


No matter the industry, companies globally are learning (the hard way) the importance of using customer experience (CX) as a brand differentiator. Doing this well means aligning the entire organization to the customer – but that’s easier said than done. HfS built a framework for any organization seeking to align its business operations to the digitally-driven front office that customers are demanding, the OneOffice™.


Join experts from HfS, Concentrix, and Cisco as they discuss our recent research on how enterprises are investing in and adopting a digital OneOffice-type framework (including findings of a survey of 154 enterprises across industry verticals).


What you’ll learn:

  • What are the biggest challenges enterprises are facing today for executing on great digital customer engagement?
  •  How can enterprises and service providers work together on the journey to OneOffice?
  • A forecast for things to come, in particular for the adoption of cognitive agents through intelligent automation in the front office


  • Chris Caldwell, President, Concentrix (bio)
  • Ian Pestel, Head of Global BPO Vendor Management, Cisco (bio)
  • Melissa O’Brien, Research Director, HfS (bio)
  • Phil Fersht, CEO and Chief Analyst, HfS (bio)