Why it’s crucial for retailers to understand in-store behavior
91% of retail activity still takes place inside stores, yet much of the attention on customer experience innovation has been focused on how to...
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.