I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
Words matter – they help frame our understanding of the world and shape our thoughts, actions and interactions. Inclusion, equality and diversity are...
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
When crisis strikes, it might seem prudent to turn inward, bring your resources closer to home and batten down the hatches. Despite...
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
