Podcast
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4.8KCX Files Podcast: Victor van Baal and Amahl Williams of SYKES Digital Services On CX Transformation In 2021
January 8, 2021
The first CX Files podcast of 2021 features a look to the future with a focus on digital transformation, innovation, and automation....
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3.2KYour chatbot will talk to you now
December 8, 2020
Intelligent Sourcing’s Talking Sourcing podcast makes its debut sponsored by TTEC. Iain Banks, Group Vice President for EMEA at TTEC, and independent...
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4.3KWill GigCX Transform BPO And Contact Centres In 2021?
December 1, 2020
The gig economy has transformed many industries globally. Nobody stands in the rain waiting for a taxi today, thanks to Uber, and...
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3.2KCX delivery from Mexico border communities
October 9, 2020
Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US...
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4.1K
CX Files: The Gig Economy + WFH = GigCX
July 31, 2020
Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper...
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3.6KDoing Well By Doing Good: The Future of Impact Sourcing
July 17, 2020
Impact Sourcing not only presents enormous opportunity for professional advancement of marginalized communities through training and steady, fair-wage employment but it is...
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3.2K
Hyper-personalization, Transformation, and CX Innovation
July 13, 2020
Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for...
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3.5K
CX Files: We Asked 4000+ Agents What They Think Of WFH
June 29, 2020
Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked...
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4.0K
A Conversation with IAOP’s Board: Impact, Trends and a Roadmap for the Future
June 10, 2020
The COVID-19 pandemic is more than just a health crisis; its ripple effect is impacting all of us and our work. Though...
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4.0KCX Files: The human touch is the new normal for CX
June 5, 2020
Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of...
