Image Image Image Image Image Image Image Image Image Image

Outsource magazine: thought-leadership and outsourcing strategy | September 23, 2017

Scroll to top

Top

Omnichannel

The 2017 CPO agenda: keeping pace with and enabling digital transformation

May 12, 2017 | 1

According to The Hackett Group’s 2017 Key Issues Study, 84% of procurement organisations believe that digital transformation will fundamentally change the way their services are delivered over the next three to five years. Yet only 25% say that procurement has … 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

Omni-channel customer care: what do customers expect from you?

November 28, 2014 |

 

The customer of 2014 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves … Read More

Omnichannel customer care: what do customers expect from you?

October 14, 2014 |

 

The customer of 2014 demands 24/7/365 support and expects it anytime, anywhere and from any device. This generation of shoppers simply wants service their way. They expect companies to solve problems quickly and they expect to enjoy themselves … Read More

Innovating retail financial services: from human to digital and back again

October 10, 2014 |

The rise of ‘challenger banks’ and digital banking is grabbing the headlines, tempting consumers with attractive new current accounts, cashback cards, Apple Pay and ‘hub’ branches. But how have consumers’ expectations of banks changed? With one in two consumers saying … Read More

Digital Enterprise: Market Leaders of Tomorrow (Part 2)

July 17, 2014 |

To read Part 1 of this article, click here.

Unprecedented changes in the market place are driving organisations to look at end-to-end digital transformation for their initiatives. This involves realigning of business strategy, widespread use of technology, reorientation of human … Read More

Omnichannel communication: anticipating and satisfying customer needs

January 31, 2014 |

It’s hard to believe that customer care for many companies once meant printing a 1-800 number on the side of a product package. Consumer service expectations have exploded. Today customers want the right information, delivered at the right time, over … Read More