Insights
Perspectives on customer experience, contact centres, BPO and Global Business Services from our independent specialists.
GBS and BPO decisions are no longer just about cost. Why credible market intelligence and independent advice now separate leaders from followers - and why Africa matters.
By Traci Freeman
From the origins of speech to the modern contact centre: how storytelling shapes cultures, brands and customer conversations - for good and for ill.
By Rod Jones
Why integrating every customer channel into one seamless journey beats running channels as separate silos - and what it means for loyalty, insight and revenue.
By Rod Jones
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