Outsourcing has evolved well beyond a cost-cutting exercise. Outsourcing has evolved well beyond a cost-cutting exercise. As Deloitte principal Kort Syverson put it in the firm’s Global Business Services Survey, “What has become clear is that cost is a deteriorating…
How to shape a resilient customer-centric business model. What is the difference between customer service (CS) and customer experience (CX)? Although these terms are often used interchangeably, they are not quite the same. Customer service is about one-to-one interactions between…
Customers Should Feel Just as Valued Online as They Do In-Store Retail is a very complex industry, which also makes it fascinating to explore. It’s possibly where the customer experience is more important than in any other industry because the…