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Outsource magazine: thought-leadership and outsourcing strategy | September 21, 2017

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Customer Experience

Why Process Management is Key to Innovation

July 21, 2017 |

Today’s outsourcers and shared services operations are expected to deliver not just cost savings, but also innovation, agility, quality and growth. At the same time the bar has been raised when it comes to expectations with customers having lower tolerance … Read More

Humans and machines will collaborate for better customer interactions

March 7, 2017 |

In today’s business climate, it is innovation levels coupled with speed to market that will determine a company’s success. This was one of the reasons why, in 2016, we saw more interest in trends around optimising business processes – from … Read More

Asking the right questions

September 19, 2016 |

The formation of a good sourcing agreement relies on clear thinking and agreement between the parties on what is to be done, why and how. The market and technology are changing so rapidly that the next agreement is likely to … Read More

Advisor Roundtable: A Dizzying Pace of Change (Part 2)

September 12, 2016 | 1

To read the first part of this article, click here.

Manish Khandelwal, PA Consulting Group: Organisations of yesterday needed to ensure that they deliver the best product at the best possible price point. While customer experience mattered, organisations could get … Read More

Customer Experience Depends on Core Processes

September 2, 2016 |

Customer experience depends on core processes.  A typical enterprise has over 300 unique business processes, with up to 900 unique activities and decision-making – often complex decision-making – represents up to 70% of all tasks in core processes like … Read More

Delivering the Vision: The Three Fundamental Promises of BPO

August 10, 2016 |

 

Whether articulated explicitly or implicitly, a business process outsourcer has to deliver three fundamental expectations for their client:

  1. Service Improvement: enhance the experience of the client’s customers, employees and stakeholders
  2. Operational Efficiency: reduce the cost of day-to-day … Read More

Five tips to grow your field service practice

August 2, 2016 | 2

“Take your time” isn’t a phrase field engineers expect to hear when a client requests a site visit. These customers are looking for a rapid resolution, which is why a high first-time fix rate is crucial to a business’s success. … Read More

Driving outsourcing along the customer journey

July 29, 2016 |

Outsourcing has come a long way. I can remember publishing my first book in 2004 and still needing to explain the benefits to sceptical executives. This is not so common now that outsourcing has become an accepted part of boardroom … Read More

Transforming Procurement for a Digital-First Economy

July 19, 2016 |

Business is going through a profoundly transformational period that has been called both “The Digital Era” and “The Age of the Customer”. Global innovation driven by the growth of affordable networked storage, sensory, and processing power has made possible … Read More

Looking at outsourcing through a crystal ball

June 21, 2016 |

Throughout the last ten years of my career as part of Capgemini’s BPO unit I have seen digital innovation transform our personal lives exponentially in terms of smartphones, streaming services and access to real-time information updates. The natural consequence is … Read More

Building a sales force multiplier

May 17, 2016 |

Likely all of us have heard the expression (or something close to it), “If I was starting this company all over now, I would do it much differently.” Often such break-away thinking yields new companies, or in some cases, new … Read More

The digital transformation journey

May 6, 2016 | 1

Business leaders and technology executives are deluged by the rhetoric about disruptive digital technologies coming of age, companies and whole industries going digital.

Maturing and new technology tools, combined with rapidly changing technology usage patterns of businesses and consumers, are … Read More

Britain’s transport industry: seeking solutions from the supply chain

February 2, 2016 |

Across all sectors of the UK economy, consumer-facing businesses are finding themselves caught between a rock and a hard place. On the one hand, consumer expectations are inexorably rising; driven ever higher by rapidly evolving technologies and an ‘at your … Read More

Nearshoring in Europe to increase customer experience

January 28, 2016 |

There is a significant shift in customer experience management in Europe as more brands shun traditional offshoring destinations in favour of customer contact centres closer to their customers. In an increasingly competitive global market, organisations are seeking to boost revenue … Read More

Is multichannel failing customers?

May 19, 2015 |

The contact centre industry has been talking about the benefits of integrated communications for years. Multichannel and omni-channel have become the latest industry buzzwords and it seems that organisations are bombarded with the message that all they have to do … Read More

Accelerating CX Excellence Everywhere

February 27, 2015 |

CX Excellence Needs to Shine Everywhere!

One of the lessons we have learnt about Customer Experience (CX) excellence is that sustainable commercial, political, or social benefits cannot be realised unless it is practised in all areas of the … Read More