News
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7.3KContent moderation is nasty, but essential. How do we make it better?
January 10, 2023
Content moderation is a dirty job, but someone has to do it. This is the reality of the Internet today. This is...
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3.4KGBS Change Management Strategies: Lessons Learned from 60 Leading GBS Organizations
January 5, 2023
Change management is viewed as critical by 75% of GBS organizations, but only 16% manage change as an essential component of GBS...
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2.0KDawn of the Planet of the Bots
January 3, 2023
The marketing industry is facing strong headwinds for a variety of reasons – from the demise of third-party cookies to rapidly evolving...
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4.8K
Scaling automation across the enterprise
November 1, 2022
Organizations around the world have been using automation more and more over the last several years. Increasing pressure on bottom lines, rising...
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4.1K
Becoming a Customer of Choice: How to Boost Your Supplier Relationships
October 3, 2022
Traditionally, the purpose of supplier management was to ensure outsourcing outcomes matched the intent of the contract. Now, as companies seek to...
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7.5KWhat’s next for CX?
September 23, 2022
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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3.1KKey lessons from CXO 2022
September 22, 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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5.7KThe intersect between Employee Experience and Customer Experience
September 15, 2022
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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2.8KDon’t delude yourself that technology will solve all service problems
September 14, 2022
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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4.5KTEM: A Strategic Opportunity for Procurement
September 2, 2022
When it comes to enterprise telecom, cloud, and other IT expenses, today’s procurement departments must balance mandates for operational efficiency, cost reduction,...
