Five leadership lessons for leading transformation

Leadership advice from 120 senior executives who’ve done it

How value creation has evolved in the past year: A panel discussion

The way Operating Partners facilitate on-the-ground value creation has transformed tremendously over the course of 2020 in response to the pressures of the pandemic.

Industry views: Customer experience and the utility sector

Companies everywhere are facing growing pressures to put customer experience at the heart of their businesses.

UK-based MVNO moves 100% of associates to Work-at-Home contact center model within a week of the coronavirus lockdown

The challenge: Differentiate on customer experience The client, an MVNO, sought to differentiate its customer service by hiring associates who were most aligned with its brand and company values. The client decided that leveraging a work-at-home (WAH) model would help achieve this goal, as it allowed them to recruit from

3 tools to evaluate your progress on chatbots

Regardless of where you are on the chatbot journey here are three tools to help you evaluate your progress – chatbot strategy framework, maturity model and chatbot performance benchmark scorecard.

Going beyond traditional customer surveys and performance metrics with voice and speech analytics

Today, as human agents, as well as other voice interfaces, handle increasingly complex transactions…

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