No more denial for WNS as it makes its concerted procurement play

No more denial for WNS as it makes its concerted procurement play

This is era of the emerging BPO provider, as IT services stagnate and clients demand greater personalization and attention from business services firms that have the scale, resources, hunger and technology enablement skills to take on increasing complexity and make sense out of the dataswamps plaguing so many of today’s businesses. One such stalwart of BPO, quietly […]

Looking forward

Looking forward

Traditionally in this piece I try to peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I’m close, other times not but my predictions are quickly forgotten either way. This year, I’ve decided to just say what I want rather than what might realistically happen and since my vote has […]

Which Service Providers will help our healthcare organizations survive, even thrive, post-ACA?

Which Service Providers will help our healthcare organizations survive, even thrive, post-ACA?

Have we ever lived in such unpredictable political times?  An unpredictable president-elect, with unpredictable policies in areas where it’s hard to predict what will work… or what won’t, whatever we predict. But one prediction is certain… HfS has a healthcare analyst who’ll keep pounding away at the issues and challenges, where this industry needs to plug capability gaps […]

Participant walks behind a logo of the World Economic Economic Forum at the 41st Annual Meeting of the World Economic Forum, WEF, in Davos, Switzerland, Thursday, January 27, 2011. The overarching theme of the World Economic Forum, WEF, annual meeting is "Shared Norms for the New Reality". It takes place from January 26 to 30. (KEYSTONE/Laurent Gillieron)..

Davos preview: Thoughts from Malcolm Frank of Cognizant

As he prepares for his annual visit to the WEF event in Davos, Switzerland, I caught up  with Malcolm Frank, EVP, Strategy and Marketing of Cognizant on what he expects to hear. I hesitate to even provide a preview of Davos, as such predictions can be wildly wrong, but in doing so I look at […]

Kicking off 2017: IoT, B2C, and CRM Watchlist

Kicking off 2017: IoT, B2C, and CRM Watchlist

Image: iStock Given the fragmentation of everything, which we all seem to think is occurring, I decided I’d align my thinking with that and give you some fragments of what I’m contemplating and planning for 2017, none of which are particularly connected with each other, but they’re all on the biggest stages. In addition will […]