As I previously blogged, back in pre-COVID-19 pandemic times, companies experimented with changing to digital operating models and building digital platforms to drive competitive advantages in managing operations, especially in improving the customer experience and employee experience. As economies began coming out of the pandemic shutdown, it became clear that companies that had progressed further in the platform world fared much better during the pandemic; and many used their platforms to gain disproportionate market share. That picture is even more dramatic in 2022.
Forecasting the Future: Key Trends Reshaping CXM Outsourcing in 2024
After a turbulent past year, 2024 holds great promise for CXM outsourcing, [...]
