Should retailers fear AI or is it now essential?
For a long time, I have talked about artificial intelligence as an enabling tool that should help to improve the customer experience. It’s a...
Outsourcing has well and truly transformed over the decades…
From the first known ‘call centre’ in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today…
…it’s easy to see how customer experiences have transformed over the decades.
Today, digital technology is playing a huge role in how customers engage and interact with companies they want do business with.
And, as you’ll see in the infographic below, long gone are the days where companies dictated how customers engaged with them.
That model has flipped completely. Today, it’s all about ‘customer centricity’.
Customers want seamless interactions at a time that suits them. And they want to engage across multiple channels and on multiple devices.
Enjoy a trip through history as we explore the Transfomation of Outsourcing from the 60s through to the present day.