Thought Leadership and Opinion Pieces

The Path to Collaborative Bidding

March 19, 2021

As companies move up the sourcing continuum, they likely will find that the typical transaction-based bidding methods are lacking, especially for complex,...

Is it time to turn the lights out on GBS?

March 10, 2021

For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...

BPO 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...

International Women’s Day: Advice for Aspiring Entrepreneurs

March 8, 2021

I’m always looking for opportunities to coach and mentor others with entrepreneurial dreams, so when a colleague suggested I share my thoughts...

Is your BPO sales message focused on technology or the customer?

March 3, 2021

Customer Experience is one of the fastest moving industries anywhere in the world at present. I know that if you have not...

Demand for virtual agents will put pressure on recruitment supply

February 26, 2021

Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing.  The agent...

CX Files: Do Energy And Utility Companies Even Think Of CX?

February 19, 2021

The latest CX Files podcast featured a focused on the energy and utilities sector – often a difficult industry for customer experience...

Prioritising the Digital Labour Force, GigCX and Nearshore in Post-Pandemic Remote Customer Management.

February 16, 2021

Undoubtedly, there is an opportunity now for many companies in many sectors to deal directly with the challenges of introducing Ai machine...

CX Files: With Closing Stores And Shoppers Going Online, How Can CX Save Retail?

February 13, 2021

The latest CX Files podcast featured a deep dive into retail. Shops have suffered throughout the Covid-19 pandemic, but there was trouble...

CX Files : Transforming Agents Into Ambassadors

February 8, 2021

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known...