Opinion
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1.8KBPO’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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2.0KA 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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2.3KBecoming 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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2.1KWhat 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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2.3KWhen 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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2.7KEffective 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...
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3.2KThe Power of Emotional Connection: A Game-Changer for Customer Loyalty
October 16, 2024
In today’s competitive market, customer loyalty isn’t just a metric—it’s the cornerstone of sustainable growth. While many businesses focus on price, convenience,...
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2.5KAre Human-centric Experiences Possible with Gen AI? We Think So!
September 11, 2024
In a world where digital transformation is the norm, maintaining genuine human connections becomes our greatest challenge and opportunity. Gen AI isn’t just a...
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3.2KWhat Is the future for work in a world of uncontrolled war and exponential AI?
June 26, 2024
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...
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4.6KThe BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth
June 23, 2024
The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion...
