All posts tagged "Opinion"
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837OpinionNew 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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677Opinion2026 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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678OpinionBeyond 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...
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2.5KOpinionAI Is Everywhere. Capability Isn’t: Why The Future of CX Belongs to Organisations Who Build the Right Teams
Why CX, BPO & GBS organisations need people, not platforms, to unlock AI’s full value. As organisations race to adopt AI, the...
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596NewsThe future of outsourcing? Build smarter, elevate faster, return stronger
Debra Maxwell, CEO at ArvatoConnect, explores how the traditional offshoring model is evolving and why a Build – Elevate – Return approach...
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814Opinion
Entrepreneurial Spirit is Essential for CX Outsourcing
In today’s customer management services sector, no one should underestimate the need for a good dose of entrepreneurial spirit. In any industry,...
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3.8KOpinionA CX “Turning Point”: Did 2024 Teach Us the Dangers of Putting Budgets Before Experience?
2024 will be remembered as a “turning point” year, especially for the customer experience (CX) industry. It was a year when companies...
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3.6KOpinionEffective approaches to regulation can raise customer service standards and boost growth
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their...
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4.3KOpinionThe Power of Emotional Connection: A Game-Changer for Customer Loyalty
In today’s competitive market, customer loyalty isn’t just a metric—it’s the cornerstone of sustainable growth. While many businesses focus on price, convenience,...
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4.1KOpinion
What Is the future for work in a world of uncontrolled war and exponential AI?
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...
