Opinion
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3.0KWFH: Securing The Future For Your Organization
May 25, 2021
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
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3.2KOutside In – ‘Anything as a Service’ Includes CX And Cars!
May 17, 2021
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
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2.8KA focus on Work-Life-Balance must be an integral part of the new normal
May 11, 2021
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
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4.1KCX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
May 5, 2021
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
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3.5K
Is the traditional high-volume BPO model dead?
April 28, 2021
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
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2.7KIs 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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3.0KLessons 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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3.6KSouth 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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2.7KConfusion 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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4.0KAI 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?...
