There is a significant shift in customer experience management in Europe as more brands shun traditional offshoring destinations in favour of customer contact centres closer to their customers. In an increasingly competitive global market, organisations are seeking to boost revenue and profits by strengthening customer relationships and using customer service to gain competitive advantage.
Robots hit the headlines over many national and industry outlets this week. The clincher statistic, as reported by Bloomberg, The Times, and most of the international press, is that over five million jobs will be lost by 2020 as a result of developments in artificial intelligence, robotics and other technological change.
Wandering around the Gartner Symposiums at the end of last year, listening to the keynote speakers and chatting with CIOs from some of the world’s leading brands, it is clear that the year’s theme was very apt. “Rise to the Challenge” reflects both the exciting opportunities and the daunting demands on IT departments. At a time when budgets continue to flat line, CEOs are looking to digital transformation as a crucial step to their future business success, and they expect their CIOs to pull out the proverbial IT rabbit to support this goal.
As it’s my first column of 2016, a belated “very happy new year!” to all Outsource’s readers around the world. I hope the old year ended wonderfully for everyone, and that 2016 has started superbly on all fronts. As many of you will now be aware, the turn of the year has seen some rather gigantic developments here at Outsource.
Press release: Jacksonville, Fla. (PRWEB) January 12, 2016
SIG, the premier membership organization for sourcing, procurement and outsourcing executives, today announces the acquisition of Outsource magazine and welcomes Jamie Liddell to the SIG executive team.
Do you have one of those really tough business problems that seems to plague you? No matter what you try, nothing seems to solve the problem?
This month’s blog honours best-selling author Cynthia Barton Rabe, author of The Innovation Killer. Tragically, Rabe passed away in 2011, killed by a hit and run driver at age 47—just five years after her revolutionary book on innovation was published.
This article originally appeared in Outsource Magazine Issue #29 Autumn 2012
After two years of blogging for Outsource I hope readers have at least heard of Vested Outsourcing and maybe even read one of our three books. But perhaps you have some doubts and concerns, so you are still waiting on the sidelines. All too often we hear, “I like the theory of Vested, but does it really work in the real world? Are companies (especially ones people have heard of!) adopting the Vested approach?”
This article originally appeared in Outsource Magazine Issue #27 Spring 2012
Deciding to outsource demands a thorough make/buy analysis. However, far too many companies take the concept of make-or-buy as black and white. Dr. Oliver E. Williamson challenged the traditional make/buy decision process with his Nobel Prize-winning work in the area of transaction cost economics. Williamson received the Nobel Prize in 2009.
My last two columns on Umair Haque and Joseph Stiglitz have shifted the focus a bit to the adaptations that global businesses face as more and more challenges to the traditional ideas surrounding capitalism and globalisation emerge.
This article originally appeared in Outsource Magazine Issue #23 Spring 2011
Leading academics charted a path that challenges the conventional definition of winning. Smart companies are applying these concepts, showing that win-win thinking is not just something nice to say: it’s smart business – and really is beautiful…