News
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3.3KA watershed in customer attitudes with far-reaching implications for business
May 25, 2022
So much has changed in the last couple of years through the pandemic, Brexit, the war in Ukraine and now the cost...
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4.1KBPOs must prepare for economic uncertainty
May 19, 2022
The uncertainty that has pervaded business since early 2020 shows little sign of abating. Within this vortex, the next chapter of economic...
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An innovative impact sourcing solution created and tailored for the GBS industry to create careers
April 12, 2022
” Imagine a world where the success of a business is not just measured in pounds and pence, but includes what it...
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Humanising the Customer Journey
April 10, 2022
When last did you share an insightful conversation with a bot? Chances are never, yes, they are powerful tools for increased...
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2.1KUltimate CX: Grounded With Concorde?
April 4, 2022
When the Concorde fleet was permanently grounded nearly 20 years ago in 2003, it also marked the demise of ‘ultimate CX’. There’s a fundamental...
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2.6KMetaverse Primer: What Is It and Where Can It Be Used
April 1, 2022
The Metaverse is an emerging concept that uses next-generation, advanced technologies such as Augmented Reality (AR) / Virtual Reality (VR), digital assets,...
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2.1KStrategies for effective hybrid working
March 4, 2022
As the UK moves into the post-pandemic period, CX decision-makers are under pressure as never before to meet and exceed consumer demands....
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3.6KWinning with Vendor Ecosystems for Innovation
March 1, 2022
Outsourcing innovation, particularly for digital capabilities and processes, may be critical for survival, but it isn’t easy to generate results by doing...
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5.5KDon’t Fear The Gig Worker: GigCX And The Employment Reboot
February 8, 2022
Regular Intelligent Sourcing contributor and CX Files podcast co-host, Mark Hillary, has recently published a new book titled ‘Don’t Fear The Gig...
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4.7KNew expectations for CX In 2022: Gigs and virtual contact centers
February 7, 2022
It’s still early in 2022, so there is just enough time to make a few predictions for the year ahead in CX....
