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Outsourcing

Demystifying the Role of Intelligent Automation in Outsourcing

To say that great customer experience (CX) is a business imperative is stating the obvious. Poor customer experiences will affect 30% of digital business projects by the end of 2020. As customer expectations and behaviors shift and evolve, organizations are in a race to win at every interaction, which is currently a challenge. In a bid to transform businesses and focus on creating powerful customer experiences to drive satisfaction, loyalty, and advocacy, organizations are increasingly leveraging advanced technologies. The…

Bringing the Heat: How Independents Compete With Legacy Agencies Through Data and Analytics

In today’s highly segmented and overly saturated market, creativity and innovation are critical in driving success for brands, and the advertising experts that help guide their efforts can ultimately make or break the bottom line. This kind of expertise has been especially important when it comes to collecting, understanding, and actioning against the exorbitant amount of consumer data available, which continues to overwhelm many marketers lacking the right tools. Holding and big-name agencies and consulting firms at one…

Outsourcing 2.0? Automation Offers a Powerful Alternative

Outsourcing Proved Its Value on Straightforward, Readily Quantifiable Processes, but Has Underperformed on Complex Tasks Like Renewals. An article in The Economist (The good, the dumb and the desperate, 28 June 2018) argues that Britain’s outsourcing model, copied around the world, is in trouble: that “High-profile fiascos and dwindling cost-savings are making many questions whether the idea has run out of steam.” The main focus of the article was on government outsourcing to private enterprise, but much of what it said…