I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...
This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...
Customers in all industries share one thing in common: they want a good experience. They might not formally call it “CX” but...
In the new episode of the Near Futurist, our editor’s independent podcast, Guy Clapperton talks to RealVNC about how customer support and...
Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute...
Despite decades of outsourcing experience, pricing models remain largely stuck in the past, using outdated approaches that offer little to no incentive...
Think of BPO and Shared Services in Malaysia and the vast majority of people will find themselves Kuala Lumpa and that’s great. ...
The shared services or global in-house center (GIC) model has undergone significant change in recent years, evolving from low-cost service provider to...
Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX...
Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed...