Tag Archives: hfs research

No Need For Fear: Social Robotics And AI Can Create New Business Opportunities

Last year I read a fascinating book called “The End of Nice” by Richard Newton. The book explores how robotics and service automation are changing the society we live in and particularly how this will affect employment as we know … Continue reading

Posted in Customer Service, Innovation, Strategy, Technology | Tagged , , , , , , , , , , , , | Leave a comment

We are the Robots: The rise of Robotic Process Automation

Robotic Process Automation (RPA) is a subject that has just crept up quietly for many people. Most of us are aware that manufacturers have long used ‘robots’ to automate repetitive or dangerous processes, but now the robots are entering the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Technology | Tagged , , , , , , , , , , , , , , | Leave a comment

Is the rock-star analyst dead?

Hfs Research always like to shoot straight from the hip with their opinion on the way the industry analyst business is changing so it was interesting to see their latest blog post on the death of the rock-star analyst. Everyone … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Marketing, Social Media | Tagged , , , , , , , , , , , | 1 Comment

Hfs: The latest for outsourcing in 2013

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading

Posted in Contact Centres, Customer Service, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment