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Your Global CX Experts
Robèrt van Diem
CX Files / Carnaby Content
Founder @ TrendzOwl
Ryan Strategic Advisory
British/Irish writer and analyst. Former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalization
Industry analyst on the information and communications revolution spreading across the planet, and leading commentator on the potential impacts of emerging technologies
Seasoned BPO Advisor with specialty in Customer Experience Excellence,
Business Continuity Planning and Offshoring
All-round manager with over 20 years experience in various C-level positions at international BPO service providers driving Customer Experience
WFH Takes Center Stage
"Contact center services a decade ago focused on voice calls and email. Some social media support was just starting at that time, but if you go back another couple of years then it really was just those two channels. Now, every major social channel has to be supported."
"Many in the BPO and CX community were forced to move to a WFH business model because of the Covid-19 pandemic, but at 5CA we didn’t miss a beat. All our advisors already worked from home – and have been doing for many years."
" One of the subjects that I know we will be discussing is the case for multisourcing in a post-covid business environment. This is an area that I have been thinking about a lot recently – I can remember a wave of interest in multisourcing about five years ago that just slowly dissipated. "