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Category: Customer-Engagement
Get ready to experience the Chief Experience Officer… meet Abby Godee Copy
HFS Research Leader, Melissa O'Brien got time with Publicis Sapient's new Chief Experience Officer, Abby Godee to shed some real light on what it means to be a CXO in 2022, and her vision for enabling experiences for Publicis Sapient’s employees, customers, and the greater community.Read More
Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic
The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capabilityRead More
Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix
While scaling up to compete with Teleperformance and Concentrix is clearly the game-plan, Sitel/SYKES needs to focus on the value of the parts and integrate at speedRead More
Getting chatbot fatigue? Then upgrade to digital associates…
HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More
You’ve got to start with the customer experience and work backwards to the technology
No one singular statement has better described the world of technology in the last three decadesRead More
Digital Associates finally have their flaming platform
HFS examines the world of chatbots and their more sophisticated cousins, Digital AssociatesRead More
