All posts tagged "Featured"
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48NewsMaybe Procurement’s Biggest Job Hasn’t Even Started Yet
What if procurement’s biggest opportunity in the age of AI is not making procurement faster What if it is helping organisations become...
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175OpinionManaging Outsourcing Relationships
There is an old cliche (which is nonetheless very true), to the effect that whilst a “good” contract will not – in...
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160Industry EventsCCW Europe Summit
The CCW Europe Summit is the leading meeting place for customer experience, customer contact and service leaders across Europe. Taking place in...
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238NewsVending CX: The Unseen Consequences of Self-Serve?
In 2018, I wrote a piece on returning from the annual family holiday, about how as consumers, the summer getaway – even...
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550OpinionComplex climate change dynamics that feed directly into reputation and trust
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave here in...
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840OpinionScaling value without scaling headcount: The new promise of AI-enabled BPO
The business model that built the BPO industry over three decades is changing. What began as simple labor arbitrage – shifting work...
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2.2KOpinionNew research underlines importance of accredited BPO providers
Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential...
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1.9KOpinion2026 CX & BPO Trends to Watch
Welcome to 2026! In many ways, 2025 provided some clarity around the path of advanced technologies in CX delivery, but a great...
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1.8KOpinionThe Next Evolution of Outsourcing
Go Digital or Go Home Fortune 500 companies across all industries are laser-focused on the pace of innovation, the deployment of new...
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1.8KOpinionBeyond GenAI: Why Agentic AI Is the Real Transformation Wave
Ethenta is a recently launched advisory company focused on helping companies understand and transform using agentic AI. Agentic AI is a transformative...
