The Future of CX is ‘Phygital’ Experiences
‘Phygital’ experiences (those that combine the physical and digital worlds) create immediacy, immersion and interaction. 2017 will an increase of the number of these projects, and the outsourcing community has the ability - through their successful delivery - to enhance customer lives and add brand value.
Four Cornerstones of Best-in-Class Customer Experience
Outsourcing partnerships and projects have the potential to create outstanding customer experience (CX) - because they bring together complementary experts and specialists. When buyers and suppliers work in harmony, and when creative vision is delivered through technical implementation, customers are the winners.
Better mobile customer experience is driving m-commerce
It was always on the cards, so it shouldn’t come as a surprise – but the time is now. Customer experience on mobiles has eclipsed desktop. M-commerce has finally taken over from ecommerce. By Alastair Cole, Chief Innovation Officer at Partners Andrews Aldridge.
Best Practice in Sourcing Can Save an Organisation Millions
Jim Hemmington, Procurement Director at the BBC tells us about how sourcing and the Global Sourcing Standard has helped the BBC and saved the organisation millions.
South Africa - Three Times Winner of Outsourcing Destination of the Year
South Africa is steadily asserting itself as a key global hub for the BPO, LPO and call centre services sectors in 2017 and beyond.
NPS is flawed for measuring customer experience
We all live in an increasingly complex digital and omni-channel world. And businesses are under pressure to deliver a seamless and connected experience to their customers. At the NOA’s 2016 Symposium (before the GSA rebrand), I talked about how outsourcing and technology providers could approach working with digital partners to deliver great customer experiences. One of the key factors is measurement - if you don’t know what’s underperforming, how do you where to invest for the biggest return?
Sri Lanka - A Hidden Gem for the Sourcing Industry
Situated on the south east of the Indian Peninsula and probably best known to most Brits as an idyllic holiday destination, Sri Lanka is also gaining recognition as being an interesting and exciting alternative destination for businesses considering offshoring.