Category: customer-experience-management

Digital Customer Service BPO: A Chat with HGS
February 03, 2017 | Melissa O'Brien
Provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferencesRead More
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Retail Embraces the Digital OneOffice and Optimizing the In-Store Experience (NRF report)
February 03, 2017 | Melissa O'Brien
Retail giants and small retail innovators, moving to OneOffice is about enabling the ability to support heightened customer expectations and often strengthening business fundamentals in order to do soRead More
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Why Customer Delight is Overrated
January 25, 2017 | Melissa O'Brien
Bad customer experiences have a much greater potential to do business damage than great experiences do to have a positive impactRead More
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Ramyam and Arvato – Raving Fans or Raving Mad?
January 16, 2017 | Reetika Fleming, Melissa O'Brien
Arvato just announced its acquisition of Bangalore-based Ramyam Innovation Lab, whose stated mantra is to make customers “raving fans” by enabling contact center staff to have valuable customer information at their fingertips.Read More
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