Thought Leadership and Opinion Pieces

Reducing Poverty through Employment

March 17, 2020

What have you done today to reduce poverty? Perhaps it’s not a question that is frequently asked, but when you consider that...

Contact Centre outsourcers must address attrition meaningfully

March 13, 2020

Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in...

Strategic Steering Of Automation: A Total value of Ownership Framework

March 2, 2020

Investing in technology has always been problematic. In recent years, with digital technologies, organizations have tended not to fully investigate risk and...

CX Files: The CX Blockchain Institute

February 23, 2020

Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX...

Belarus drives IT services value

February 19, 2020

Technology is inherently democratic in nature.  There are very few countries in which a person cannot take an interest in IT from...

CX Files: The Fourth Industrial Revolution – how is technology changing society

February 16, 2020

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed...

The phone is dead; long live the phone.

February 12, 2020

By Dr Nicola Millard Principal innovation partner, BT All of these headlines appear with amazing regularity in the world of customer experience....

Should Startups Be The Next Focus For CX Service Companies?

If you go back two decades the business press was constantly full of stories about outsourcing – offshoring in particular. Every management...

AMLO aside, Mexico retains significant nearshore BPO value

February 10, 2020

In the current global business environment, executives are feeling pressure to make decisions quickly, based on sensational headlines that may not tell...

CX FiIes: The Cost of CX Killing Innovation?

February 7, 2020

Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that...