Automation-led business transformation has been at the top of most organizations’ agendas recently – and for good reason. An effective strategy to...
I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...
This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...
Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it,...
Strategy is a much abused word in management, having a longer pedigree of hype than say… artificial intelligence. Strategy seeks to answer...
Customers in all industries share one thing in common: they want a good experience. They might not formally call it “CX” but...
In the new episode of the Near Futurist, our editor’s independent podcast, Guy Clapperton talks to RealVNC about how customer support and...
The phrase “customer journey” has been bandied about so much it’s in danger of becoming meaningless – which is a shame because...
Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute...
Despite decades of outsourcing experience, pricing models remain largely stuck in the past, using outdated approaches that offer little to no incentive...