Thought Leadership and Opinion Pieces

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,...

Strategy and Robotic Process Automation – Time To Say Hello

April 3, 2020

Strategy is a much abused word in management, having a longer pedigree of hype than say… artificial intelligence. Strategy seeks to answer...

Near Futurist: How customer support and CX can be enhanced by artificial intelligence.

March 29, 2020

In the new episode of the Near Futurist, our editor’s independent podcast, Guy Clapperton talks to RealVNC about how customer support and...

CX Files: Customer complaints and conflict resolution

March 25, 2020

Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute...