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Insights

 

Insights

Customer Service in the 21st Century

Customer Experience Management is rapidly evolving, and successful organizations will be those that pivot quickly in order to adapt to new realities. Read our latest insights to learn more about the ever-changing GigCX industry.

Building GigCX Advocacy Enhances Both CX and Diversity

Building GigCX Advocacy Enhances Both CX and Diversity

I have often written in the past about GigCX not being a replacement for Business Process Outsourcing (BPO) and contact centers. These ideas can co-exist and in many cases, we are working with BPOs to create solutions where they build out the heart of a customer service solution and we add the flexibility - this [...]
Is Your Customer Experience Ready For A Summer Travel Boom?

Is Your Customer Experience Ready For A Summer Travel Boom?

Have you seen just how many new officers the US Transportation Security Administration (TSA) is hiring? They are currently trying to hire over 6,000 new officers and it looks like they will not be able to hit these recruitment targets before the summer travel boom. The TSA would screen about 2.5 passengers a day before [...]
Building A Flexible Contact Center Without Outsourcing

Building A Flexible Contact Center Without Outsourcing

Business journals and consulting firms are always advising companies to use outsourcing as a business strategy. This orthodox approach to corporate strategy has been around for decades, but was really codified in 1994 when Gary Hamel and CK Prahalad published ‘Competing for the Future’. This book, from Harvard Business School Press, gave us the theory […]