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Patrick O’ Brien is the UK research director at Global Data Retail and has a long career researching retail trends in the UK and across Europe. Global Data publishes over 15,000 reports and forecasts a year analysing 500,000 companies in 80 different countries. In the podcast, Patrick explains his thoughts on retail trends for 2019 […]
Intelligent Sourcing editor Guy Clapperton has a podcast independently, called the Near Futurist. In the newest episode he talks to Emma Kendrew, artificial intelligence lead at Accenture in the UK, and they spend 25 minutes exploring education, ethics and a great deal else. The episode is here: http://nearfuturist.libsyn.com/can-artificial-intelligence-have-ethics-0 Previous episodes, including customer experience, robotics, big […]
This year, technology will undoubtedly become smarter and more adaptable, and business leaders need to be the same. By paying attention to trends, you can proactively learn from mistakes and become truly innovative. We are in a world where customer experience is now as important as – or even more so – than the product […]
The high standard of service expected by today’s empowered (and often impatient) consumers has levelled the playing field for brands, with regard to product and price. The key differentiator for a thriving business is exceptional customer service – and, this vital key is held in the hands of none other than our agents! Traditionally, agents […]
Loren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automation. In this episode of CX Files, Loren speaks about CX channels and their connection to customer demographics. Are Millennials really obsessed with Social Media and do Baby Boomers really insist […]
I usually focus my attention on talking about the benefits that Teleperformance can offer to our clients rather than shining a light on the problems of our competitors and rivals, but recent analysis of UK-based service companies in the FT was scathing and deserves a mention just because the allegations are so serious. In fact, the FT […]
