“We are a customer experience company,” declared Chris Lord, Global Head – DigiCX; Growth, Strategy, and Marketing at Hinduja Global...Read More
- Search
-
-
Accenture Expands its Digital Frontier with Intrepid – Another Pearl in the String of Acquisitions
Accenture’s strategy goes beyond the ambitions of growing and maintaining the largest digital agency in the world.Read More
-
Forget about Omnichannel hype when your Basic Customer Service Sucks
Everyone is talking about how to get to the right strategy for omnichannel customer communications, yet no one really knows what it means.Read More
-
Contact Center Providers are blissfully unaware they could lose key clients
Service providers need to step up their CX gameRead More
-
Concentrix bets on scale (and skill) with Minacs acquisition
Concentrix is moving up the value chain while adding major scale to its operationsRead More
-
Employees are Customers too – Enterprises must channel their “inner” Omnichannel
In a recent podcast about omnichannel, an interesting spin on the topic came up. As posed by my colleague Fred McClimans: “Omnichannel applies to the internal business/partner operations just as much as the consumer side of the market - why isn't this given enough attention? Or is it?”Read More
-
Petco Makes Plans to Unleash the Promise of Digital Customer Experience
Planning for the future of CX involves a changing nature of service provider relationshipsRead More
-
Retailers Need a Digital Architect to Save their Legacies
Walmart/ Jet.com Signals Major Business Model Changes for RetailersRead More
-
Translation Service LanguageLine Accents the Teleperformance Portfolio
Translation service fits well into a comprehensive talent strategyRead More
-
Lisbon, Then and Now with Teleperformance
Thoughts from a return visit to the CX Lab and multi-lingual hubRead More
