Growing Disconnect Between Consumers and Businesses Around AI in CX
Hype cycles inevitably breed polarization, regardless of the product, service, or personality in question. The more space that anything occupies in print and digital media, the more fans and critics emerge. Recent polling out of Ontario (Canada’s largest and most commercially diverse province) suggests this polarizing effect is now playing out clearly between customers and […]
Happy 25th Birthday, Text Messaging!
In the wake of upheavals in global affairs last week, an anniversary of sorts went largely unnoticed. However, savvy contact center players will have noted the quarter-century milestone of the humble SMS message. Notwithstanding the legacy of text technology globally, it is safe to say that this text messaging still poses challenges for many firms […]
COCCO Highlights UK Outsourcing Anxieties and Opportunities
The inaugural Conference for Contact Centre Operations (COCCO) that took place last week in Reading served a number of useful purposes, the most obvious being the assembly of industry thought leaders, customer experience clients and solutions providers. However, equally important was the event’s ability to encapsulate how UK front-office BPO stakeholders view the outsourcing market […]