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Digital Customer Experience Moves From the Call Center to the Boardroom

Digital Customer Experience Study Reveals an Increased Emphasis on Top-Down CX Transformation NelsonHall has completed a new study entitled¬†Digital Customer Experience¬†Services, which analyses the current customer experience (CX) vendor offerings and client requirements and their likely future state. A major shift in the market is the need to evolve from contact center-driven customer service to a comprehensive CX strategy consisting of new operational models, digital technology, and continuous analytics insights. The…

Digital Customer Experience Will Enhance India’s Role in CX Services Delivery

NelsonHall and NASSCOM have launched a new study titled Digital Customer Experience Services: How India Can Lead the World which reveals that, despite suggestions that the rise of digital channels will lead to reduced outsourcing and a shift away from offshore service delivery, the opposite is the case - and India is set to benefit. As organizations transform to 'digital customer experience', they will increasingly implement new digital customer service process models, combining: High customer-centricity led by…