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4.9KOpinionCoronavirus pandemic beckons BPO contingency planning
As the planet shakes amid the onset of the swift spreading coronavirus, no sector of the economy is immune. In the outsourced...
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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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As COVID-19 ravages countries across the globe, outsourcers has risen to the challenge, with testimonials abounding about maintaining service levels for consumers while also...
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4.1KDownloadsHow Best-in-Class Organizations Leverage Intelligent Automation
Automation-led business transformation has been at the top of most organizations’ agendas recently – and for good reason. An effective strategy to...
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4.4KOpinionCovid-19: What To Do Now And Planning For 2021
I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...
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This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...
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5.2KPodcastNear Futurist: Retail-The small business strikes back
Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it,...
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6.9KOpinionStrategy and Robotic Process Automation – Time To Say Hello
Strategy is a much abused word in management, having a longer pedigree of hype than say… artificial intelligence. Strategy seeks to answer...
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8.3KSpecial ReportsCustomer Experience: The Evolution
Customers in all industries share one thing in common: they want a good experience. They might not formally call it “CX” but...
