Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
COVID and the doubling-down on flexibility and speed in B2B partnerships
The biggest transformation we’ve seen since mid-March is the need for flexibility and speed in customer interactions. We need partners and customer experience processes that can adapt quickly, creatively, and with elasticity. Easier said than done, though. Let's talk solutions! How do you translate that to your partner selection criteria and process? Some key things to look for: Strength and speed [...]
Five major shifts in customer experience because of COVID
We’re entering a nearly-Golden Age of customer experience, and in reality, a lot of the trends we were already seeing are just being accelerated now. What are some of those? 5 major shifts in customer experience Contactless payments In the USA, contactless payments have grown by 20%+ since the start of COVID. BFSI -- Banking, Financial Services, Insurance -- sector is the biggest consumer of IT services. It has [...]
COVID and the acceleration of customer experience trends
If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: Focus on safety Caring for customers Acceleration of digital services More e-commerce A re-imaging of brick and mortar Downsizing, cost concerns, automation possibilities A renewed focus on different types of connections Let's talk solutions! [...]
RPA Projects: How long until implementation, and who is involved?
Start here, with two previous posts on the topic: What types of projects are good for RPA? When RPA projects fail, why does that happen? OK. Now let’s talk about timelines and people Let's talk solutions! How long do these projects take to implement? This is the million-dollar question, and the answer does vary by a host of factors, including your [...]
The mutating outsourcing contract
Outsourcing buyers are looking to gain access to some of the advantages of outsourcing in a more accentuated and formalized format: through the contract. Some of the trends in outsourcing contracts we are seeing are: Agility, and the need for speed and flexibility: Injecting targets for fast up and downscaling of operations, for flexibly reallocating staff to other client tasks or other clients. Security: Since WfH is no longer [...]
Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge
Last week, we wrote about the best processes to consider for Robotic Process Automation (RPA) projects. We are currently working on RPA projects internally; the rollout to clients will come down the road, so while we have internal knowledge, we’re presenting some of this external work at a 35,000-foot level. Today, we wanted to discuss the flip side of best processes: namely, what makes RPA projects fail? There tend [...]
What are some good processes to start with RPA?
There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some jobs lost to COVID are going to RPA or Robotic Process Automation. So, overall, the idea of automation can seem like a business concept that can swoop in and solve multiple issues at once. That’s not entirely true. While RPA [...]
B2B during COVID: Core tenets similar, delivery methods very different
How B2B has changed, per McKinsey McKinsey recently launched a survey of B2B decision-makers across 11 countries, seven sectors, and 14 categories of spend. We’re obviously very interested in this space, and our CEO Arnold has dedicated two recent newsletters to potential prospects to cover some of the changes in B2B partnerships and sales models. McKinsey’s results included some of the following high-level trends: Spend: Most industries are reducing, [...]
B2B outsourcing and partnerships in “The New Normal”
Every couple of months, our CEO Arnold writes an email to potential business prospects, i.e. companies across our core industries who have expressed interest in our customer experience solutions and moderation services. In the past few months, since about mid-May, he’s written two messages about how companies should embrace “The New Normal” we’re all currently facing. Here are some edited versions of those notes. Let's talk solutions! [...]
Global collaboration: It begins with alignment
Recently, we put together a white paper on global collaboration -- the challenges and successes -- and identified three core pillars of making global teams and client relationships work. Those were: Co-creation and co-strategizing Trust Alignment and agreement All three concepts are similar, yes. We blogged about co-strategizing before, as well as about building trust. Now we want to spend a few minutes on getting alignment and agreement, either [...]