The Retail Bulletin held its 9th annual Customer Engagement Summit yesterday.What has been clear from recent conferences, and the TRB CE Summit was no different, we have moved into a space somewhere between the ‘trough of disillusionment and the plateau of reality’ where technology is concerned. Gone were the demos, the new acronyms and the …
Ten years ago, my professional freelance life in CX BPO felt very much the same as it does today – post pandemic discussions on the effective role of customer contact outsourcing, and debates on the use of technology to allow customers to self-serve.The outputs in 2011 following the industry’s response to the H1N1 pandemic resulted …
I recently gave a talk at the UK Contact Centre Leaders Convention titled Understanding the Customer of the Future.I began by asking the question – are you really the same customer as you were in 2019? Or in 2020? I pointed out that even something as obvious as upgrading your mobile phone to one with …