Over the past few years there has been a strong increase in interest in GigCX. In short, this is where home-based customer...
The British energy market regulator Ofgem, regularly publishes customer satisfaction data covering the entire energy market in the UK. The data is...
Content moderation is a dirty job, but someone has to do it. This is the reality of the Internet today. This is...
What is the future of work-from-home (WFH)? This was the title of a recent online lecture by Professor Nick Bloom of Stanford...
In the latest episode of the CX Files podcast, Peter Ryan talked to Jim Farnsworth of SYKES about the changing nature of...
The gig economy has transformed many industries globally. Nobody stands in the rain waiting for a taxi today, thanks to Uber, and...
Business Process Outsourcing (BPO) faces a crisis. The Covid-19 coronavirus made it impossible, or extremely difficult, to work in contact centres over...
I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...