Tag: customer experience

23 Oct

Roundtable of Outsourcing Heavyweights Discuss Rwanda’s Prospects As A GBS Hub For CX & IT

Rwanda as a global business services destination? Maybe so! Loren Moss moderates a discussion by GBS / Outsourcing luminaries after a visit to Kigali.

[ read more ]
05 Oct

Alorica Tells Me Culture Is Key To The Success Of It’s Cali-Anchored Colombia Operations

I was glad to have a small part in Alorica's choice of Cali to launch their Colombian operations. I finally got to visit to see how things were going.

[ read more ]
23 Jul

Vidya Ravichandran Discusses Glowtouch’s Dual CX + IT Strategy & Their Bet On The Dominican Republic

Vidya shares with me details on Glowtouch's dual CX + IT outsourcing strategy, and the firm's bold plans for growth.

[ read more ]
28 Jul

Two New Books I’ve Edited Have Been Published: Intelligent Automation + Nearshore Site Selection

Though I had a mishap that set me back a few weeks, I want to share 2 of my latest works covering Intelligent Automation & Nearshore site selection!

[ read more ]
03 Oct

Has Your Customer Experience Adapted To Our New Remote-First Post-COVID World? Don’t Panic, We Are Here To Help

In our newly distributed environment, the businesses that are able to remain closest to their customers are thriving, while less agile competition is being left behind. Whether B2B, B2C,...

[ read more ]
03 Oct

Digital Transformation, Blah Blah Blah…A Buzzword, Or Should You Really Care? Here Is What It Means For Your Organization

I bet you're already tired of hearing about "Digital Transformation" but have you stopped and actually looked into what it really means? In a few words, here is what...

[ read more ]
20 May

Ignore Your Customers And They’ll Go Away

I just finished a great new book by Customer Experience expert Micah Solomon called Ignore Your Customers (And They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer...

[ read more ]
27 Jan

Updated Industry Research Calendar Released: 2020-2021

Research analyst & publisher Loren Moss has released his calendar on upcoming public research through 2020 & 2021.

[ read more ]
06 Jan

The Roles of Design, Creativity & Ownership in Creating The Customer Experience

I was keynote speaker at IQPC's 2015 Customer Experience Impact symposium in New Orleans, where I gave this presentation on customer experience beyond customer contact.

[ read more ]