Technology / Software

SYKES acquires Symphony becoming the first call center provider with significant automation capability

SYKES acquires Symphony becoming the first call center provider with significant automation capability

Disruption is more ripe in the call center space than any other corner of the services industry, and $1.6bn provider SYKES just upped the ante to feverish levels by becoming only the second-ever service provider to acquire deep RPA and intelligent automation expertise, since Accenture picked up Genfour 18 months ago. And $70m cash is a not insignificant […]

​San Jose Sharks: Fan experience, community, and technology (but don't call it digital transformation)

​San Jose Sharks: Fan experience, community, and technology (but don't call it digital transformation)

Go behind the scenes with the president of an NHL hockey to learn about customer experience and why building community is crucial. He also explains what’s wrong with the term “digital transformation” and how to create genuine fan relationships. Watch the video and listen to the podcast!

SAP CX Live  better afternoons than mornings

SAP CX Live better afternoons than mornings

I was asked about the couple of days I spent at the SAP CX event in Barcelona last week, and my response was “afternoons were better than mornings”. True enough, given the body was jet lagged. But even in content, the morning keynotes and press conferences were subdued. In contrast, the small group analyst meetings […]