Podcast

CX Files: The human touch is the new normal for CX

Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions.

Most of the coverage by analysts focusing on the ‘New Normal’ for CX after the Covid-19 pandemic focuses on the US and Europe. In this episode of CX Files we explore the African perspective and how a focus on technologies supporting human agents may be the transformation that will change the industry in 2021.

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