Opinion
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805Is 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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651Lessons 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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1.1KSouth 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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1.0KHas 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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736Confusion 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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1.0KAI 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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787
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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1.6KContracting 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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1.4KThe 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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1.1KIs 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...
