Thought Leadership and Opinion Pieces

Disruptive Trends set to Transform the Auto Industry

January 30, 2020

Having just announced TTEC’s contract win with Volkswagen Group to deliver a five-year digitisation plan to transform CX we asked Iain Banks...

Facing the BPO crossroads in LatAm

There has been a solid number of outsourcing success stories in Latin America over the past two decades, each worthy of praise...

CX Files: Ryan Strategic Advisory – CX in 2019 and 2020

January 27, 2020

Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert...

CX Files: Knowledge Executive – Blockchain in CX

Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on...

Belize carving out a nearshore English Niche

January 21, 2020

The offshore delivery market is in the throes of disruption. Enterprises are pressuring their BPO partners to find locations that include not...

Ten years gone: Remembering a blinkered BPO backlash

January 12, 2020

The United States economy continues to chug along, and unemployment is at the lowest rate it’s been in half a century. When...

CX Files: Data Security And CX – How Do You Keep Customer Data Safe?

Peter Zaitsev is the founder and CEO of Percona, based in North Carolina in the US. Percona designs, supports, and advises on...

Computer says yes: Why automation will make contact centres more ‘human’

January 10, 2020

BPOs are in the human workforce management business. You may bill against your agents’ time, but what you’re really selling is people...

Global CX Benchmarking Research

January 8, 2020

Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all...

‘Robot’ Mania: Holding Back The Automation Industry?

January 6, 2020

“When I use a word,’ Humpty Dumpty said in rather a scornful tone, ‘it means just what I choose it to mean...