Translation Service LanguageLine Accents the Teleperformance Portfolio Contact center outsourcing powerhouse Teleperformance has seldom ventured outside of its core of...Read More
Retailers Need a Digital Architect to Save their Legacies
Walmart/ Jet.com Signals Major Business Model Changes for RetailersRead 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
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
Concentrix bets on scale (and skill) with Minacs acquisition
Concentrix is moving up the value chain while adding major scale to its operationsRead More
Contact Center Providers are blissfully unaware they could lose key clients
Service providers need to step up their CX gameRead 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