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5.4KPodcastCX Files: Do Energy And Utility Companies Even Think Of CX?
The latest CX Files podcast featured a focused on the energy and utilities sector – often a difficult industry for customer experience...
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1.7KImpact Sourcing Chapter UK&IImpact Sourcing: Making a difference
Outsourcing is all about saving money – as long as you’re doing it in the 1990s. More recently the imperative has evolved....
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2.8KOpinionPrioritising the Digital Labour Force, GigCX and Nearshore in Post-Pandemic Remote Customer Management.
Undoubtedly, there is an opportunity now for many companies in many sectors to deal directly with the challenges of introducing Ai machine...
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5.4KPodcastCX Files: With Closing Stores And Shoppers Going Online, How Can CX Save Retail?
The latest CX Files podcast featured a deep dive into retail. Shops have suffered throughout the Covid-19 pandemic, but there was trouble...
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2.6KDownloadsResilience Perspectives Post 2020: Insights into how different industries dealt with the impact of the pandemic and lessons learnt
In 2008 when Lehman Brothers had just collapsed and the market looked like it would not recover, the world economy came to...
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4.7KPodcast
CX Files : Transforming Agents Into Ambassadors
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known...
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8.2KPodcast
CX Files: Transforming contact centre agents into brand ambassadors
In the latest episode of the CX Files podcast, Peter Ryan talked to Jim Farnsworth of SYKES about the changing nature of...
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3.6KOpinionBPO hidden offshore gems part 3 – Mexicali
The hunt is on for new nearshore delivery locations. And, while the choices in the American nearshore have been aplenty over the past two...
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5.3KDownloadsAn evolving digital workforce to assist humans
Robotic Process Automation (RPA) has been among the fastest growing markets in the enterprise automation segment in the past decade, with wide...
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2.9KOpinion
Caribbean positioned as a UK CX delivery alternative
Coming into 2021, British CX executives face significant challenges. These include recruitment/retention and deploying the right technologies that will both impact end-user...
