News
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3.5KProductivity 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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3.1KDigital 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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4.0KRecord 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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3.4KLearning 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 –...
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3.5K
The rise of vulnerability and exclusion: supporting customers through challenging times
June 23, 2022
Talking to members, I know I am not alone in feeling concerned for the future of our nation. We are faced with...
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4.4KYou may be surprised to know who’s really in prison
June 14, 2022
If I made a list of all my mistakes it would take a while to apologize for all of them. I think...
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3.7K
Unleashing the Power of AI for Business Transformation
June 6, 2022
Though enterprises across industries understand AI’s possibilities and potential in driving business transformation, they struggle to efficiently implement and scale AI adoption....
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3.8KBuyers of Telecom Expense Management: Confronting a Post-Pandemic World
June 2, 2022
In the wake of the global pandemic, the world of hybrid work is spawning an array of new challenges for enterprises. Large...
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2.8K
Changing customer behaviours in an uncertain world
May 31, 2022
Our latest deep-dive research report on Customer Behaviour launched last week made for fascinating reading. The research shows a complex and evolving...
