Deciding Without Certainty: Why CX Is Entering a New Era
Uncertainty in customer relations is no longer temporary: it’s structural. What this changes for CX and customer relations leadership decisions. Share on Table of contents CX leadership teams aren’t short on ideas or tools. What’s missing is a framework for arbitrating, prioritising, and moving forward with consistency in an environment that isn’t going to stabilise. […]
Outsourcing vs In-House Customer Service: How to Make the Right Decision
Should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal answer. Share on Table of contents Few decisions are more structurally significant for a leadership team than this one: should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal […]
