Thought Leadership and Opinion Pieces
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3.4KFeaturedPodcastCX Files: What Do CX Suppliers Need To Bring To The Table?
January 30, 2025
Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year...
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4.4KFeaturedOpinionA CX “Turning Point”: Did 2024 Teach Us the Dangers of Putting Budgets Before Experience?
January 20, 2025
2024 will be remembered as a “turning point” year, especially for the customer experience (CX) industry. It was a year when companies...
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4.9KFeaturedOpinionsBecoming a GenAI Mature Organisation through Strategic Sourcing
January 15, 2025
Generative AI (GenAI) has taken the world by storm since its introduction by OpenAI in November 2022. Professional outlets have been quick...
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4.1KOpinionsWhat Is The Value Of Social Sales In B2B Today?
January 13, 2025
Mark Hillary’s new book has just been published and this time he is exploring how companies sell to each other in the...
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4.5KFeaturedWhen Second Chances Are Denied, Everyone Loses
January 7, 2025
Over the past year, I’ve taken calls from women I’ve mentored—formerly incarcerated and working hard to rebuild their lives. These are the...
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8.3KPodcastUnifyCX – GlowTouch is now UnifyCX And The Tech Future For CX
November 7, 2024
Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA. In this conversation with Peter Ryan, Vidya talks...
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3.7KFeaturedPodcast
CX Files: How Does the UK 2024 Budget Impact BPO and CX?
November 4, 2024
The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact...
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3.9KFeaturedOpinionEffective approaches to regulation can raise customer service standards and boost growth
October 30, 2024
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their...
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5.0KFeaturedOpinionThe Power of Emotional Connection: A Game-Changer for Customer Loyalty
October 16, 2024
In today’s competitive market, customer loyalty isn’t just a metric—it’s the cornerstone of sustainable growth. While many businesses focus on price, convenience,...
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3.5KFeaturedAre Human-centric Experiences Possible with Gen AI? We Think So!
September 11, 2024
In a world where digital transformation is the norm, maintaining genuine human connections becomes our greatest challenge and opportunity. Gen AI isn’t just a...
