Thought Leadership and Opinion Pieces

Your Digital Transformation Needs a Smart Vendor Strategy

April 20, 2020

Behind every digital transformation is a team of people who make it happen. This typically includes a C-suite sponsor backed up by...

CX Files: The Key Steps To A Fast Work-From-Home Strategy

April 16, 2020

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and...

Preparing for the Unexpected; Ways to keep business continuity

April 14, 2020

A pandemic such as the coronavirus (COVID-19) outbreak challenges business continuity for any organisation.  COVID-19 is taking over daily life for people...

CX Files: What is the ‘new normal’ after COVID-19

April 13, 2020

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in...

Coronavirus pandemic beckons BPO contingency planning

As the planet shakes amid the onset of the swift spreading coronavirus, no sector of the economy is immune.  In the outsourced...

Outsourcers need to prepare for different recession scenarios

April 8, 2020

As COVID-19 ravages countries across the globe, outsourcers has risen to the challenge, with testimonials abounding about maintaining service levels for consumers while also...

Rapid shift to homeworking must be done prudently

As outsourcers around the world cope with the onslaught of the coronavirus pandemic, many face the delicate balancing act of embracing home-working while preserving business continuity....

Covid-19: What To Do Now And Planning For 2021

April 7, 2020

I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...

Coronavirus Analyst Insights “Plan For 18 Months of Disruption”

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...

Near Futurist: Retail-The small business strikes back

Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it,...