I just held a retirement party for my friend Herb Wells, the Director of Vendor Management at FedEx. We worked together for over 30 years and recently spent a lot of time reminiscing about our partnership and what made it…
Conversations at CCW Las Vegas brought a familiar concern into focus. Organizations are frustrated with their BPOs but wary of the disruption of changing providers. I understand both sides. Switching is a significant operational decision. First, ask yourself what isn’t working.…
Why is customer experience important in telecom? In an industry where every provider offers the same product, customer experience is the only differentiator. AI is a core CX strategy for telecom leaders today. The global market for GenAI in telecom…