All posts tagged "Opinion"
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2.8KNewsShould you scrap all your planned webinars?
Earlier this week I interviewed Michele Rowan from the WFH Alliance in the US. As a trade body that focuses on best...
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3.2KOpinionWFH: Securing The Future For Your Organization
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
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3.4KOpinionOutside In – ‘Anything as a Service’ Includes CX And Cars!
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
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3.1KOpinionA focus on Work-Life-Balance must be an integral part of the new normal
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
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4.4KOpinionCX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
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3.9KOpinion
Is the traditional high-volume BPO model dead?
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
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2.8KOpinionIs MPS undermining your understanding of the future customer?
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
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3.2KOpinionLessons for BPO’S from ‘The Last Blockbuster’.
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot...
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3.9KImpact Sourcing Chapter UK&ISouth Africa awarded Top 2021 most favored Global Offshore CX Delivery Location
The 8th April saw Ryan Strategic Advisory along with the CX Outsoucers team and a great line-up of global thought leaders announcing...
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3.0KOpinionConfusion Reigns: Understanding CX ecoSystem complexity
In my last article I explored the complex evolution of managing customer service and the broader customer experience (CX). From the halcyon days...
