engagement Archives - I J Golding

‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?
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‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?

Customer Journeys, Customer retention and loyalty, CX Strategy, People

‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?

Disclaimer!! Let me start this blog post by acknowledging that the subject is going to be controversial. There will be readers on both sides of the debate - that is healthy, and I hope you will get involved. In May, O2 announced their intention to outsource their contact centre operation to Capita. The main reason [...]

By Ian Golding|2015-04-13T13:30:43+01:00June 6th, 2013|Customer Journeys, Customer retention and loyalty, CX Strategy, People|12 Comments

Apathy – whose fault is it?

My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]

By Ian Golding|2015-04-13T14:06:44+01:00October 30th, 2012|General, People|10 Comments