Thought Leadership and Opinion Pieces
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7.2KOpinionStrategy 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...
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5.8KMultimediaPodcastNear 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...
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5.6KMultimediaPodcastCX 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...
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4.5KOpinionReducing 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...
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6.7KFeaturedOpinionContact 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...
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7.7KOpinion
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...
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4.9KMultimediaPodcast
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...
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7.1KOpinion
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...
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4.1KMultimediaPodcast
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...
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3.6KOpinionThe 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....
