Monthly Archives: November 2015

Digital Disruption in the Customer Experience

I have recently been blogging about a few of my expectations for the forthcoming Engage Customer summit this week (Nov 26) in London, including the future of customer service and some of the key trends that will define 2016. However, … Continue reading

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Can RPA Really Support BPO?

I have recently written about the development of Robot Process Automation (RPA) as a way that robots are becoming seriously involved in Business Process Outsourcing (BPO) and what this means for the service industry more generally. My last blog suggested … Continue reading

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Disrupting the market to deliver enhanced customer experience?

I was fascinated by a report recently that Amazon has opened its first physical bookstore in Seattle. The immediate reaction to this news is – why? The phenomenal success of the Amazon business model shows, without any doubt, that selling … Continue reading

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Ovum: Customer Experience is #1 Executive Priority

In preparation for the Engage Customer summit on November 26th I was looking through some of the most recent comment and analysis posted on the Engage Customer site. I saw a great article by Peter Ryan of Ovum (who will be … Continue reading

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Netflix Aims For 100m Subs By 2018

New research by HIS has predicted that Netflix is on track to have 100m subscribers by 2018. This is strong growth of around 22% for Netflix, with over 10m new subscriptions expected in the USA alone. The UK is predicted … Continue reading

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Engage Customer 2015: What I’m Looking To Learn

We are just three weeks away from the Engage Customer 2015 summit in London. This event always proves to be an excellent day where people on the frontline of managing customer interactions can debate current problems and future strategies. There … Continue reading

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Is RPA really a significant threat to Offshore BPO?

I have blogged recently about the ‘rise of the robots’ and the positive benefits associated with this for Business Process Outsourcing (BPO). A number of industry commentators have made reference to the impact on offshore BPO as companies look to … Continue reading

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