Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge
Last week, we wrote about the best processes to consider for Robotic Process Automation (RPA) projects. We are currently working on RPA projects internally; the rollout to clients will come down the road, so while we have internal knowledge, we’re presenting some of this external work at a 35,000-foot level. Today, we wanted to discuss the flip side of best processes: namely, what makes RPA projects fail? There tend [...]
What are some good processes to start with RPA?
There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some jobs lost to COVID are going to RPA or Robotic Process Automation. So, overall, the idea of automation can seem like a business concept that can swoop in and solve multiple issues at once. That’s not entirely true. While RPA [...]
B2B during COVID: Core tenets similar, delivery methods very different
How B2B has changed, per McKinsey McKinsey recently launched a survey of B2B decision-makers across 11 countries, seven sectors, and 14 categories of spend. We’re obviously very interested in this space, and our CEO Arnold has dedicated two recent newsletters to potential prospects to cover some of the changes in B2B partnerships and sales models. McKinsey’s results included some of the following high-level trends: Spend: Most industries are reducing, [...]
B2B outsourcing and partnerships in “The New Normal”
Every couple of months, our CEO Arnold writes an email to potential business prospects, i.e. companies across our core industries who have expressed interest in our customer experience solutions and moderation services. In the past few months, since about mid-May, he’s written two messages about how companies should embrace “The New Normal” we’re all currently facing. Here are some edited versions of those notes. Let's talk solutions! [...]
Global collaboration: It begins with alignment
Recently, we put together a white paper on global collaboration -- the challenges and successes -- and identified three core pillars of making global teams and client relationships work. Those were: Co-creation and co-strategizing Trust Alignment and agreement All three concepts are similar, yes. We blogged about co-strategizing before, as well as about building trust. Now we want to spend a few minutes on getting alignment and agreement, either [...]
Building trust in global businesses: 1-to-1
Trust is the root of everything in business. If a partner doesn’t trust you, that partnership will end. Maybe not today or tomorrow, but it’s ending soon. The level of trust in business - statistics The problem is, globally, the state of “trust” is fairly ambiguous. We talk about it often in speeches, on podcasts, and in leadership books and magazine articles, but, per a study of 9,800 full-time [...]
What do we mean when we say “co-creation?”
What is Co-creation? Our world at Conectys is about delivering outsourcing excellence around customer experience (CX) and user-generated content (UGC). We do this every day, grow at doing it, and are up to 10 global delivery centers, 24/7 coverage, and 35+ languages. We’ve been at it for 17 years. At that time, we can tell you that there are two essential models of any business partner, be it outsourcing [...]
Ways to reduce customer service response time
The need to reduce customer service response time is readily apparent, so we won’t belabor the importance too much. In short: if you keep customers waiting too long, they become frustrated -- and frustrated customers go elsewhere. Here’s probably the easiest way to think about it: when it takes Amazon 1 second (just one second) slower to load, they lose about $1.6 billion in a year. Now, maybe that’s [...]
Gaming content moderation: How to do it better
The primary challenge of gaming content moderation Katherine Cross, working on her Ph.D. at the University of Washington and a frequent commentator on gaming and online issues, has noted a few times that games are often marketed and sold as “consequence-free indulgence,” which is both true and completely reasonable. Gaming is often an escape. But then a challenge arises: what if the idea of “consequence-free indulgence” is extended to [...]
Ways to measure customer success at scale
How do you know you’re doing right by your customers? Customer experience metrics, customer success metrics, client satisfaction metrics, and more have exploded in the last five years. The gold standard is still NPS or Net Promoter Score. NPS was initially pioneered at Intuit and Sprint back in the early 2000s, and it’s only grown consistently since. We use it at Conectys; for 2019, we actually had a client [...]