At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key 'stakeholders' responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean that 'Customer 1st' is the right answer? If it is, this [...]
‘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 [...]