News
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6.8KWhat’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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2.8KKey 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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4.8KThe 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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2.3KDon’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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3.8KTEM: 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,...
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3.1KProductivity mining in the contact centre
August 31, 2022
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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2.7KDigital nomads can fuel Gig CX
August 2, 2022
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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3.6K
Record customer service complaints point to trouble ahead unless businesses take action
July 19, 2022
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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3.0KLearning Experience Platforms (LXPs): The key to effectively upskilling and reskilling talent
June 30, 2022
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
June 28, 2022
Customer Experience, or CX, is fast becoming the competitive differentiator in the banking industry. Banks – and financial institutions in general –...
