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3.1KOpinionIs MPS undermining your understanding of the future customer?
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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3.6KOpinionLessons for BPO’S from ‘The Last Blockbuster’.
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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4.2KImpact Sourcing Chapter UK&ISouth Africa awarded Top 2021 most favored Global Offshore CX Delivery Location
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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2.5KDownloadsFrom dissatisfaction to delight: Sustaining client satisfaction in the post-pandemic world
Technology vendors emerged as true strategic partners to enterprises during COVID-19 in terms of helping them navigate the pandemic’s impact. These partnerships...
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3.2KOpinionConfusion Reigns: Understanding CX ecoSystem complexity
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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3.1KImpact Sourcing Chapter UK&IIntelligent Sourcing becomes the UK&I home of Impact Sourcing
It is with great pride that today we announce Intelligent Sourcing is the new home of UK & Ireland Impact Sourcing Chapter. ...
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4.8KOpinionAI ethics is being treated as a passing fad
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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3.2KOpinion
Providing CX solutions isn’t outsourcing, it’s orchestrating
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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5.3KOpinionContracting in the New Economy: Using Relational Contracts to Boost Trust and Collaboration in Strategic Business Relationships
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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5.6KOpinionThe 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,...
