Blog – Page 2

Page 2: Insight and commentary from our team of customer experience experts.

Richard Farrell

Customer care is at an inflection point: demands are higher and resources are limited. According to a McKinsey survey, organisations’ existing capacities are being challenged by higher call volumes and more complex and challenging enquiries. Employers are also struggling to retain customer care agents, who are being poached by competitors or feeling dissatisfied in their work. 

Mark Gannon

Technology’s role in our lives continues to grow. Smart cities, for example, are on the rise — where places leverage and integrate technologies, data, communications and collaboration to facilitate a range of objectives. These goals include: making citizens lives better, generating revenue and promoting sustainability.

Richard Higginbotham

Where wholesale digital transformation is the ‘moon shot,’ baby steps might well be the way to go for those struggling to progress, or even start, their digital journey.