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Focus on Analytics: Channel surfing— improving the customer experience through personalization

Featuring: Teakaau Piho, Worldwide Document Processing Services Service Line Leader, Hewlett Packard Enterprise Services


LINK to article: Channel surfing— improving the customer experience with HP Document Processing Services


Teakaau recently contributed an article in the latest Edition of HP’s BPO Edge e-zine titled, “Channel surfing— Cover Image.JPGimproving the customer experience with HP Document Processing Services”.  In this article he looks at how today there are many different ways people communicate with friends, family, and companies and specifically how companies need to be able to communicate with their clients in the format they want.


As Teakaau highlights in his article, companies cannot force clients to adopt a specific delivery channel without there being an adverse impact on client satisfaction and so companies must be able to interact with their client via different options.


He discusses ways companies can improve the customer experience to help them attract, retain and grow their customer base, specifically:

  • By Making it personal; and
  • By Making it easy

Teakaau also discusses how HP’s Document Processing Services, when combined with our BPO Business Analytics Service and HP Autonomy, can help companies utilise the vast amounts of data they have available to improve the customer experience by tailoring customer interactions so they are via the channel that best meets their customer’s preferences.


Please take a moment to read this very important and insightful article.


LINK to article: Channel surfing— improving the customer experience with HP Document Processing Services


Related Links:

About Teakaau Piho


Teakaau Piho is the worldwide Portfolio Director for Hewlett Packard's BPO Document Processing Services (DPS).Teakaau_HP_landscape.jpg  He is responsible for global strategy and Go-to-market planning, development of partner relationships, and ultimately represents DPS to the market, clients, and internal HP business units worldwide.


Teakaau has 14 years’ experience spanning BPO, Applications and ITO, with particular expertise in business process reengineering, optimizing shared service environments and consulting for a variety of Fortune Global 500 companies.


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