Opinion
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177South 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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256Has 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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196Confusion 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...
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276AI ethics is being treated as a passing fad
Is the serious matter of AI ethics being treated as nothing more than ‘flavour of the month’ by our businesses and media outlets?...
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219
Providing CX solutions isn’t outsourcing, it’s orchestrating
A long time ago there was an outsourcing blog called ‘Horses for Sources’ managed by Phil Fersht. Eventually Phil used the momentum behind...
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677Contracting in the New Economy: Using Relational Contracts to Boost Trust and Collaboration in Strategic Business Relationships
By David Frydlinger, Kate Vitasek, Jim Bergman, and Tim Cummins Contracting in the New Economy is a book about the why, what,...
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628The Path to Collaborative Bidding
As companies move up the sourcing continuum, they likely will find that the typical transaction-based bidding methods are lacking, especially for complex,...
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440Is it time to turn the lights out on GBS?
For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...
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464BPO needs a new focus on Post-Pandemic messaging
The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did...
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292International Women’s Day: Advice for Aspiring Entrepreneurs
I’m always looking for opportunities to coach and mentor others with entrepreneurial dreams, so when a colleague suggested I share my thoughts...
