Opinion
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273Beyond GenAI: Why Agentic AI Is the Real Transformation Wave
December 18, 2025
Ethenta is a recently launched advisory company focused on helping companies understand and transform using agentic AI. Agentic AI is a transformative...
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611AI Is Everywhere. Capability Isn’t: Why The Future of CX Belongs to Organisations Who Build the Right Teams
December 12, 2025
Why CX, BPO & GBS organisations need people, not platforms, to unlock AI’s full value. As organisations race to adopt AI, the...
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250The future of outsourcing? Build smarter, elevate faster, return stronger
December 11, 2025
Debra Maxwell, CEO at ArvatoConnect, explores how the traditional offshoring model is evolving and why a Build – Elevate – Return approach...
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486Entrepreneurial Spirit is Essential for CX Outsourcing
November 17, 2025
In today’s customer management services sector, no one should underestimate the need for a good dose of entrepreneurial spirit. In any industry,...
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5.7KBPO’s Next Chapter: How AI, Specialized Solutions, and Partnerships are Leading the Way
March 5, 2025
By Phil Tomlinson, SVP of Global Offerings for TaskUs The Business Process Outsourcing (BPO) industry faces a turning point sparked by slowing...
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3.6KA CX “Turning Point”: Did 2024 Teach Us the Dangers of Putting Budgets Before Experience?
January 20, 2025
2024 will be remembered as a “turning point” year, especially for the customer experience (CX) industry. It was a year when companies...
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4.0KBecoming a GenAI Mature Organisation through Strategic Sourcing
January 15, 2025
Generative AI (GenAI) has taken the world by storm since its introduction by OpenAI in November 2022. Professional outlets have been quick...
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3.4KWhat Is The Value Of Social Sales In B2B Today?
January 13, 2025
Mark Hillary’s new book has just been published and this time he is exploring how companies sell to each other in the...
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3.8KWhen Second Chances Are Denied, Everyone Loses
January 7, 2025
Over the past year, I’ve taken calls from women I’ve mentored—formerly incarcerated and working hard to rebuild their lives. These are the...
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3.4KEffective approaches to regulation can raise customer service standards and boost growth
October 30, 2024
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their...
