News
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395What’s next for CX?
Without question, the past nearly three years have strained the customer management outsourcing community like no other period of time. The milestones...
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252Key lessons from CXO 2022
Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX...
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834The intersect between Employee Experience and Customer Experience
When considering how these two experiences work together, it’s a simple equation: Employee Experience (EX) + Customer Experience (CX) = Customer Success...
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449Don’t delude yourself that technology will solve all service problems
Without doubt, technology has enabled organisations to make big strides in key aspects of customer service – and customers welcome many of...
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1.4KTEM: A Strategic Opportunity for Procurement
When it comes to enterprise telecom, cloud, and other IT expenses, today’s procurement departments must balance mandates for operational efficiency, cost reduction,...
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910Productivity mining in the contact centre
We are half way through 2022 but reading about poor customer experience and staff attrition rates in contact centres you would think...
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1.2KDigital nomads can fuel Gig CX
Even before the pandemic hit, more and more workers began shunning the traditional office in favor of other environments in which they...
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2.3K
Record customer service complaints point to trouble ahead unless businesses take action
Last month I wrote about the need for organisations to have a customer service reset in order to avoid the risk of...
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2.0KLearning Experience Platforms (LXPs): The key to effectively upskilling and reskilling talent
With rampant talent shortages and rapid advances in technology, organizations across the globe are feeling the urgency to upskill and reskill their...
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Why Customer Experience is a Key Differentiator in the Banking Industry & How the Industry Is Set to Change for Consumers
Customer Experience, or CX, is fast becoming the competitive differentiator in the banking industry. Banks – and financial institutions in general –...
