Roger Beadle
CX and the world of work: 2023 predictions
The way we work has completely changed in the past few years. In 2023, this will remain the case as the hybrid working model continues to be adopted by more companies. As economic pressures increase in the face of the recession, the gig economy...
Navigating a tipping point in customer service
2022 has taken the customer experience journey on quite the expedition. As the world attempts to deal with numerous climate disasters, war, a cost of living crisis and a soon-to-come recession, customer satisfaction has reached a fragile point in the customer service sphere. A...
Gig-antic capabilities: How GigCX can transform customer service in the future
In a recent report by Mckinsey, GigCX was labelled as the ‘next big thing in customer care’. As more companies move towards adopting GigCX, many of them are discovering the different ways it can enhance their customer service offerings. Changing consumer expectations and...
Contact center challenges today: the top 3 takeaways from our research study
The contact center industry has faced significant challenges over the last two years. As technology and consumer expectations continue to rapidly change, the customer service landscape is evolving at an accelerated rate. This was certainly apparent in the findings from our recent study, where...
Why customer service is more than just query resolution
Over the last two years, the pandemic has shifted expectations and the way brands communicate with their customers. From buyer support to interactive CX journeys, brands are now having to go above and beyond to meet consumer expectations for more human interactions. Following...
McKinsey is Spot-On: GigCX is a Revolution
In McKinsey’s recently released An on-demand revolution in customer-experience operations? two things became immediately clear: Firstly, GigCX, as recognised by the global management firm, continues to make steady inroads into the mainstream of customer experience operations. Secondly, GigCX is a revolution, and it’s one...
GigCX follows the WFH Wave on the Gartner Hype Cycle
Work-at-home or Work from Home/Gig Agent CM BPS has reached an important milestone by achieving mainstream adoption status in Gartner's 2021 Hype Cycle for Business Process Services. It’s hardly come as a surprise given the mass exodus of the call centre due to the...
The power of asynchronous messaging
As the last year has shown, we’re undergoing a shift in the customer service industry. You’ve heard of the phrase ‘the customer is always right’, but now, the new rule is ‘the customer is always in control’. That’s firmly the motto of many brands...
Three ways GigCX can meet the demands of today’s digital consumer
As events in the past year has shown, the need to rapidly adapt has broken conventional silos that have long been the backdrop for the customer service industry. What is desperately needed is a step-change in customer service. This is where a gig customer...
Customers Expect Smooth Sailing for Busiest Online Shopping Weekend of the Year: But Will...
With less than 100 days to Christmas and the countdown to Black Friday (November 27th) and Cyber Monday, (November 30th) on, it’s clear that people expect customer service to be back to pre-coronavirus levels of efficiency in terms of resolving queries and issues. Recently,...
Avoiding Call Centre Crisis in the Time of COVID-19
As COVID-19 continues its spread and disruption to the global workforce, there are many organisations who are already putting in plans to either reduce working weeks or reduce headcount. One of the top questions on everyone’s minds is how India, a country that sent...
Coronavirus vs the Contact Center – What Next?
How do we plan for the unexpected? Even more worryingly, how do businesses develop contingency plans for when operations must cease or significantly reduce in multiple cities and regions all at once? We think of businesses ceasing operations in 2020 as something that will never...