Are call centers cool again?  Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Ever since IBM sold off its Daksh business to Concentrix in 2013, “call center” has been something of a dirty word to traditional service providers and software aficionados alike. Since then, traditional IT services have flatlined as the focus has shifted to digital solutions, where the customer is front and center to emerging interactive (“digital”) technologies. Having that ability to lead […]

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SAP marketing: The culture journey from on-premise to cloud (CXOTalk interview)

SAP marketing: The culture journey from on-premise to cloud (CXOTalk interview)

[embedded content] As one of the largest enterprise software companies in the world, everyone in technology knows the SAP brand. The company has approximately $25 billion in revenue and 96,000 employees.   Although tech conversations usually center on products and customer use cases, I am also interested in how large, complex organizations manage people and […]

Why can’t I have a 360 degree view of my own data ?

Why can’t I have a 360 degree view of my own data ?

It’s tax season now and I owe a bunch of documents to my CPA to file my taxes . It’s a pain in the neck to compile all of them . I do all my banking with one single company – and have multiple accounts with them . I can get a view of how […]

Digital transformation and the industrial internet of things at energy giant ABB (CxOTalk interview)

Digital transformation and the industrial internet of things at energy giant ABB (CxOTalk interview)

[embedded content] Digital transformation continues to be important as companies of all sizes modernize their operations. For large organizations, “becoming digital” is a complex effort that involves technology and business process changes together with adopting new mindsets, business models, and corporate cultures. Given all these components, we can hardly overstate the complexity of genuine digital […]