Opinion
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163Outside In – ‘Anything as a Service’ Includes CX And Cars!
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
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201A focus on Work-Life-Balance must be an integral part of the new normal
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
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370CX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
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256In times of crisis is re-shoring for resilience really the smartest choice?
When crisis strikes, it might seem prudent to turn inward, bring your resources closer to home and batten down the hatches. Despite...
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252
Is the traditional high-volume BPO model dead?
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
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352Is MPS undermining your understanding of the future customer?
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
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264Lessons for BPO’S from ‘The Last Blockbuster’.
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot...
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510South Africa awarded Top 2021 most favored Global Offshore CX Delivery Location
The 8th April saw Ryan Strategic Advisory along with the CX Outsoucers team and a great line-up of global thought leaders announcing...
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609Has COVID changed online shopping forever?
When the first lockdown started last year all non-essential retail stores were closed. Most of these companies had to start developing a...
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342Confusion Reigns: Understanding CX ecoSystem complexity
In my last article I explored the complex evolution of managing customer service and the broader customer experience (CX). From the halcyon days...
