All posts tagged "Opinion"
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4.7KOpinionCX 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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4.2KOpinionIs 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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3.1KOpinionIs 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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3.5KOpinionLessons 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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4.2KImpact 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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3.2KOpinionConfusion 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...
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4.7KOpinionAI ethics is being treated as a passing fad
Is the serious matter of AI ethics being treated as nothing more than ‘flavour of the month’ by our businesses and media outlets?...
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3.2KOpinion
Providing CX solutions isn’t outsourcing, it’s orchestrating
A long time ago there was an outsourcing blog called ‘Horses for Sources’ managed by Phil Fersht. Eventually Phil used the momentum behind...
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3.7KOpinionIs it time to turn the lights out on GBS?
For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...
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3.2KOpinionBPO needs a new focus on Post-Pandemic messaging
The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did...
