In order to ensure you are on the right side of your customer reviews, you need to offer great service, to all customers, all of the time. This customer service will be delivered not just by smooth apps and automation, but by human staff on the front line of service. However, what people and machines […]
Rob Orr is Executive Director at Virgin Media Business, one of the UK’s leading communications providers, responsible for leading the enterprise, public sector, wholesale, SME and SI Channel businesses. He has over 20 years of experience in the technology sector, including past experience at Samsung Electronics, BT and Vodafone. Rob explores the practical questions that […]
Traditional companies looking to compete with the latest wave of digitally native challengers know they must find ways to offer a great service and digital customer experience. But to succeed, they must be prepared to go much further than this and make some fundamental changes to the way they approach business. To achieve this kind […]
John Blyzinskyj is the CEO of Elemica, a global enterprise software company that provides products for global process industries including oil and gas, specialty chemical, bulk primary chemical and extrusion pharmaceutical companies, as well as plastics, the tire and rubber industry, and food processing. Elemica is the number one provider of products they offer, which […]
Over the past 10 plus years, Jeff Puritt has led the transformation of TELUS International from a regional contact center with less than 3,000 employees to a top-rated global customer experience provider with over 32,000 employees, delivering next-gen digital solutions to some of the world’s largest and most disruptive brands.
Most business leaders I speak to are investing heavily in digital transformation. In today’s world, it’s a given – no-one wants to get left behind. But it’s a complex task and organisations often struggle with it. According to a recent Econsultancy report, only one in five (21%) executives believe their CEO sets a clear digital […]
I remember when it first happened to me. I was momentarily distracted by an incoming message from someone not in my meeting, when I was asked by those present, “What are your thoughts, Adam?” Good question. The meeting was a conference call with our 250 senior leaders and at that moment, I had no idea […]
Dr Andy Brown is the Co-founder and CEO of ENGAGE, a boutique research and consulting firm which helps organisations perform better by supporting them in the creation and leadership of an engaged workforce. ENGAGE works with large FTSE 100s and global brands, right through to smaller, investor-based, fast-growth start-ups. Every organisation, no matter their size, […]
At its simplest level, the core purpose of the supply chain is to get the right amount of ‘stuff’ from one place to another at the right time, designed to transform raw materials into finished products for consumption as efficiently as possible. But while the theory may be simple enough, the reality is clearly far […]
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