Thought Leadership and Opinion Pieces
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4.0KOpinionsWhat 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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8.2KPodcastUnifyCX – 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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4.9KFeaturedOpinionThe 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...
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4.3KCX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective
July 12, 2024
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based...
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4.6KFeaturedOpinionWhat Is the future for work in a world of uncontrolled war and exponential AI?
June 26, 2024
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...
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6.7KOpinionThe BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth
June 23, 2024
The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion...
