Opinion
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2.6KIs MPS undermining your understanding of the future customer?
April 21, 2021
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
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2.9KLessons for BPO’S from ‘The Last Blockbuster’.
April 19, 2021
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot...
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3.4KSouth Africa awarded Top 2021 most favored Global Offshore CX Delivery Location
April 8, 2021
The 8th April saw Ryan Strategic Advisory along with the CX Outsoucers team and a great line-up of global thought leaders announcing...
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2.5KConfusion Reigns: Understanding CX ecoSystem complexity
March 29, 2021
In my last article I explored the complex evolution of managing customer service and the broader customer experience (CX). From the halcyon days...
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3.8KAI ethics is being treated as a passing fad
March 26, 2021
Is the serious matter of AI ethics being treated as nothing more than ‘flavour of the month’ by our businesses and media outlets?...
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2.8K
Providing CX solutions isn’t outsourcing, it’s orchestrating
March 23, 2021
A long time ago there was an outsourcing blog called ‘Horses for Sources’ managed by Phil Fersht. Eventually Phil used the momentum behind...
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4.4KContracting in the New Economy: Using Relational Contracts to Boost Trust and Collaboration in Strategic Business Relationships
March 19, 2021
By David Frydlinger, Kate Vitasek, Jim Bergman, and Tim Cummins Contracting in the New Economy is a book about the why, what,...
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4.7KThe 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,...
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3.1KIs it time to turn the lights out on GBS?
March 10, 2021
For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...
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2.7KBPO 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...
