Trends & Concepts

Personalization and Humanization: Serious about customer engagement? Then you need them both

Personalization and Humanization: Serious about customer engagement? Then you need them both

We spend a lot of time on personalization of the customer’s experience, but as the customer demands more control over their choices and greater levels of interaction and better experience with the company, humanization comes to the fore. What’s the difference between personalization and humanization and why are both necessary?

Tinker, experiment, explore, then disrupt: The Hyper-Connected Enterprise will be driven by Intelligent Automation.

Tinker, experiment, explore, then disrupt: The Hyper-Connected Enterprise will be driven by Intelligent Automation.

As business operations have advanced through several inflections points over the last three decades, the core component at the heart of these changes has been the emergence of digital interactivity driving the hyper-connected global business – only made possible by intelligent automation. Digital connectivity has transformed both front and back offices over the last three […]

AI impact: Rethinking education and job training

AI impact: Rethinking education and job training

Business executives must consider the impact of AI on society, jobs, and how it will affect their workforce. On this episode of CXOTalk, two prominent leaders discuss workforce re-training and education, offering advice to business.

Don't dog nod your way to unemployment. Read this and get on your soap box

Don’t dog nod your way to unemployment. Read this and get on your soap box

  After yesterday’s slightly risqué rant, I received an interesting comment from Nigel Barron (pictured) this morning, an avid follower of HFS over the years, who spent much of his career with CSC and subsequently DXC before recently going independent (and clearly off the leash and wagging his tail!): “Since 2008 every job has become a hustle and analysts […]