Thought Leadership and Opinion Pieces

CX 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...

What 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...

The 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...

Are Investors Right to Be Nervous about CXM Providers? Well, It Depends!

June 12, 2024

Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and...

India is the Most Favored Offshore CX Delivery Location in 2024

May 22, 2024

The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains...

Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance

April 15, 2024

Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists...

Customer service: the boardroom imperative for today and tomorrow

March 28, 2024

Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access...

Sensée and The Contact Company CEOs talk openly about a successful future together

February 9, 2024

This week the Liverpool Echo announced that almost 1,000 jobs were now saved after The Contact Company, a contact centre company based...

Developing Great Career Options For CX Teams

Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this...

Head to Head: Mark Hillary interviews IBA Group CEO, Sergei Levteev

February 1, 2024

One of our partners, IBA Group, celebrated their 30th birthday last year. It’s fascinating to learn what we can expect in technology...