Opinion

Are Investors Right to Be Nervous about CXM Providers? Well, It Depends!

June 12, 2024

Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and...

India is the Most Favored Offshore CX Delivery Location in 2024

May 22, 2024

The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains...

Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance

April 15, 2024

Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists...

Customer service: the boardroom imperative for today and tomorrow

March 28, 2024

Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access...

Sensée and The Contact Company CEOs talk openly about a successful future together

February 9, 2024

This week the Liverpool Echo announced that almost 1,000 jobs were now saved after The Contact Company, a contact centre company based...

Head to Head: Mark Hillary interviews IBA Group CEO, Sergei Levteev

February 1, 2024

One of our partners, IBA Group, celebrated their 30th birthday last year. It’s fascinating to learn what we can expect in technology...

Top CX Predictions for 2024

January 9, 2024

Entering the New Year, prognostications for CX in 2024 are coming fast and furious, with no shortage of audacious predictions from thought...

Ethical Outsourcing and a Regenerative Economy

December 14, 2023

In the fast-paced world of global commerce, ‘outsourcing’ has often been synonymous with cost-cutting and efficiency—sometimes at the expense of ethical considerations...

From sports icons to business titans

When it comes to financial planning, some sports icons provide the best examples of how to plan, what to invest in, and...

How global companies use AI to prevent supply chain disruptions

December 5, 2023

As they strive to make their supply chains more resilient, global companies are grappling with two challenges: the difficulty in discerning potential...