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Evolve to Succeed with the Digital Consumer: The right moment, the right channel, the right action

dennis degregor.jpgBy: Dennison DeGregor, Global CX Executive, BPS, Hewlett-Packard Company

 

Each day, we communicate in all sorts of ways: by phone, by chat, by text, by email, and we like to use whatever device we happen to have handy. The 21st Century Digital Consumer demands a seamless customer interaction, in their preferred channel. And as they go through their day, their preferred channel might change, even in the middle of a conversation. In order to thrive in today’s consumer marketplace, the brand must be able to integrate the digital channels and human channels in a way that provides innovative, seamless and new access models for the mobile and social consumer.

 

From digital fingerprint to proactive outreach

HP BPO CX customer fingerprint.jpgTo increase the revenue-generating potential of your contact center, you need to maximize the effectiveness of your outbound communications. In any outbound communication, you want to engage your customers with the right resource at the right time via their most preferred mode of communication. 

 

Here are some of the best ways to engage with your customers.

 

 

Evolve to succeed – Trends in F&A

Tom Dobis.jpg

“The finance area is undergoing many changes with an increased focus on digital transformation, more effective utilization of analytics and a continuing rise in process automation. The increasing complexity of these initiatives is driving the need for external assistance in the Finance and Administration (F&A) function.  At the same time, the CFO is under increasing pressure to be a better business partner.”

 

Tom Dobis, BPS F&A Service Line Leader, HP, shares the top four trends to watch in the F&A Business Process Services (BPS) space in 2015.

Develop the customer fingerprint

HP BPO CX customer fingerprint.jpgAs your customers use different communications channels and touch points, you need to understand the patterns and trends in those interactions—to turn disparate data into insights that will help you increase customer satisfaction and loyalty.

 

Find out how.

Join HP at Kofax Transform 2015 – 9th March

HP EMEA analyst meet BPO.jpgCustomers are moving quickly towards a new world where mobile devices and the internet are vital channels of engagement. It is therefore critical to create a differentiating customer engagement platform to increase competitiveness, growth, and profitability.

 

Join us on 9th March for Kofax Transform 2015, at Aria Resort, Las Vegas, to learn more about how we are creating value for our clients.

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