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Discover the latest insights, information and trends in blogs created by customer experience experts and professionals here.

The Growing Need for Partnerships

When it comes to strategic partnerships, I firmly believe that 1 + 1 can now equal 3. Let me...

Automation - Trying to Get it Right

RPA/cognitive automation is widely used in BPOs and forms the basis for efficiency gains that are...

Purchasing Experience in the post-COVID world

Having spent almost three decades in sales, I believe it is time to also start discussing what I...

The Non-Happy Path of Customer Service: What Is It?

Well, I’m here to tell those businesses that believe in such theories to think again.

The Ultimate List of Digital Transformation Statistics

With improved technology and modern tools making the world smaller than ever, there has never been...

The Benefits of Field Services Amongst a Pandemic

When the enormity of the COVID-19 pandemic started to hit home a year ago, it didn’t take banks and...

Fostering Sustainable Outsourcing Demand in COVID-19

Befitting an event of its scale and complexity, the onset of the pandemic forced businesses to...

Ease of Payment and the Role of Technology

There has never been a time in human history when it has been easier to pay a bill. Where once...

Mitigating Collections Risk with Data and Behavioural Insights

When the sun rose in 2020, no one could have predicted what the world would look like almost a year...