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Shirley Hung

SIG Spring Global Executive Summit — April 15-17 | Event

By | Events

Chief Research Guru Michel Janssen and research VP Shirley Hung will be featured presenters at the SIG Spring Global Executive Summit held on April 15-17 in Fernandina Beach, Florida. Shirley and Michel will discuss the latest research and data from Everest Group in a presentation titled “Everything Sourcing Leaders Need to Know about Customer Experience Outsourcing in 2019”.

Session description

Keeping your customers first in a digital-first world is paramount. Achieving that goal is complex. In this session, we’ll share the latest insights and research on market shifts, the impact of digital, and achieving better outcomes.

Specific key topics we’ll discuss:

  • Today’s landscape: contact centers are out . . . customer experience centers are in
  • How the digital customer experience (CX) is changing the operating model of CX centers
  • Today’s market: which service providers are winning, getting left behind, and making bold moves
  • How the best-of-the best companies leverage their customer experience outsourcing relationships to create better results

When

April 16, 2019 (3:25 – 4:15 pm)

Where

39 Beach Lagoon Road
Fernandina Beach, FL 32034

Speakers

Michel Janssen, Chief Research Guru, Everest Group
Shirley Hung, Vice President, Research, Everest Group

Learn more about the event

SIG Midwestern Regional Event — March 6 | Event

By | Events

Research VP Shirley Hung will be a key speaker at the Midwestern Regional SIGnature Event held on March 6 in Minneapolis, Minnesota. Shirley will discuss the latest research and data from Everest Group on how to buy digital for your enterprise.

About the session

Digital is changing the services market place – and procurement and sourcing teams need to understand the many implications. With their potential to improve both customers’ and employees’ experiences, digital platforms are quickly becoming today’s value driver for outsourcing.

In addition to to shifting the value proposition, these new platforms are also changing the vendor landscape. Behind the buzz around AI, analytic platforms, customer interactions, and RPA is the big question: How do you buy it? In parts and components? Layers and bundles? Whole box?

In this session, Shirley will discuss how to:

    • Understand how the new digital approaches are changing the way enterprises are consuming BPO services and providers are delivering them
    • Learn how others are buying their digital “platform of platforms” to create new value propositions, including improved process efficiency, user experiences, and business outcomes
    • Acquire insight on the changing vendor landscape informed by our latest research on vendors and market offerings

    When

    March 6, 2019 (1:30 – 2:15 pm)

    Where

    Minneapolis Central Library
    300 Nicollet Mall
    Minneapolis, MN, 55401

    Speaker

    Shirley Hung, Vice President, Research, Everest Group

    Learn more about the event