Tag Archives: phil fersht

No Need For Fear: Social Robotics And AI Can Create New Business Opportunities

Last year I read a fascinating book called “The End of Nice” by Richard Newton. The book explores how robotics and service automation are changing the society we live in and particularly how this will affect employment as we know … Continue reading

Posted in Customer Service, Innovation, Strategy, Technology | Tagged , , , , , , , , , , , , | Leave a comment

BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

Posted in Contact Centres, Current Affairs, Outsourcing, Strategy | Tagged , , , , , , , | Leave a comment