Jamaica is a country of extremes. It’s the place to which Ian Fleming retreated...
Outsourcing is all about saving money – as long as you’re doing it in...
Customers in all industries share one thing in common: they want a good experience....
Offshoring and rightshoring come in many guises. The popular public image is of something...
Think of BPO and Shared Services in Malaysia and the vast majority of people...
Join us March 23-24, at ABBYY Reimagine – a virtual conference that will push leaders’ conventional understanding of intelligent automation and offer new strategies...
The latest CX Files podcast featured a focused on the energy and utilities sector – often a difficult industry for customer experience...
The latest CX Files podcast featured a deep dive into retail. Shops have suffered throughout the Covid-19 pandemic, but there was trouble...
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known...
In the latest episode of the CX Files podcast, Peter Ryan talked to Jim Farnsworth of SYKES about the changing nature of...
Robotic Process Automation (RPA) has been among the fastest growing markets in the enterprise automation segment in the past decade, with wide...
The second episode of the Talking Sourcing podcast from Intelligent Sourcing welcomes back our sponsor TTEC, here represented by Alistair Niederer and...
The first CX Files podcast of 2021 features a look to the future with a focus on digital transformation, innovation, and automation....
Intelligent Sourcing’s Talking Sourcing podcast makes its debut sponsored by TTEC. Iain Banks, Group Vice President for EMEA at TTEC, and independent...
The gig economy has transformed many industries globally. Nobody stands in the rain waiting for a taxi today, thanks to Uber, and...
The latest episode of the CX Files podcast features the CEO of Transparent BPO, Scott Newman. Amongst many topics, Scott and I...
Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US...
Joy Poole, Head of Executive Education at Emergence Partners is joined by AI strategist, author and speaker Andrew Burgess for a primer...
Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper...
Impact Sourcing not only presents enormous opportunity for professional advancement of marginalized communities through training and steady, fair-wage employment but it is...
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot...
The 8th April saw Ryan Strategic Advisory along with the CX Outsoucers team and a great line-up of global thought leaders announcing...
When the first lockdown started last year all non-essential retail stores were closed. Most of these companies had to start developing a...
There are hundreds of BPO positions waiting to be filled in the Western Cape, however, there is a vast lack of work-ready...
In my last article I explored the complex evolution of managing customer service and the broader customer experience (CX). From the halcyon days...
