Opinion
-
1.2KConfusion Reigns: Understanding CX ecoSystem complexity
In my last article I explored the complex evolution of managing customer service and the broader customer experience (CX). From the halcyon days...
-
1.6KAI ethics is being treated as a passing fad
Is the serious matter of AI ethics being treated as nothing more than ‘flavour of the month’ by our businesses and media outlets?...
-
1.3K
Providing CX solutions isn’t outsourcing, it’s orchestrating
A long time ago there was an outsourcing blog called ‘Horses for Sources’ managed by Phil Fersht. Eventually Phil used the momentum behind...
-
2.4KContracting in the New Economy: Using Relational Contracts to Boost Trust and Collaboration in Strategic Business Relationships
By David Frydlinger, Kate Vitasek, Jim Bergman, and Tim Cummins Contracting in the New Economy is a book about the why, what,...
-
2.1KThe Path to Collaborative Bidding
As companies move up the sourcing continuum, they likely will find that the typical transaction-based bidding methods are lacking, especially for complex,...
-
1.6KIs it time to turn the lights out on GBS?
For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...
-
1.3KBPO needs a new focus on Post-Pandemic messaging
The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did...
-
1.1KInternational Women’s Day: Advice for Aspiring Entrepreneurs
I’m always looking for opportunities to coach and mentor others with entrepreneurial dreams, so when a colleague suggested I share my thoughts...
-
1.5K
Is your BPO sales message focused on technology or the customer?
Customer Experience is one of the fastest moving industries anywhere in the world at present. I know that if you have not...
-
1.0KDemand for virtual agents will put pressure on recruitment supply
Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing. The agent...
