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What does CX need to look like in hospitality now?
Robotic Process Automation, chatbots, and other digital-first approaches This is where you’re going to see a huge adoption of tools and tech in the hospitality industry in the next 3-5 “…”
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The next wave of the hospitality industry
In mid-April 2021, CBS Sunday Morning produced an entire 90-minute episode on “The Future of Travel,” a topic very much on people’s minds these days as vaccinations begin to scale “…”
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What should you look for in a customer experience or content moderation partner?
That’s our world. If you’re trying to evaluate real expertise in that space, look at these factors: There are many types of BPO providers — four distinct ones, in fact — and “…”
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How do you identify and vet expertise?
This varies by industry and organization, to some extent, but for our world, let’s say you need an expert in customer experience. The approaches would typically be: This system is “…”
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The current state of expertise
In the past year, we’ve definitely had a lot of expertise in the world on various important topics: vaccinations, epidemiology in general, working from home, macroeconomics, diversity, and more. The problem has “…”
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The four types of BPO & contact center providers
The four types of BPO & contact center providers What are the four types of BPO + contact center providers? Hundreds of call center vendors claim to provide superior customer “…”
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The race to be more digital
The core element of modern business is a race to be more digital — the term is often “digital transformation.” This all looks different depending on the size of your “…”
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Call and contact center metrics that matter
Data is the new oil We keep hearing that and saying that in business circles. The biggest companies in the world these days certainly have maximized their use of data “…”
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The rise of the on-demand economy and what it means for outsourcing
Back in 2015, The Wall Street Journal did a nice deep dive on “the on-demand economy,” which essentially refers to companies like Amazon, Uber, et al. You can get what you want — a “…”
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Some of Conectys’ 2020 accomplishments
The big focal point of the year, in both society and business, was obviously COVID. In order to explain some of our accomplishments in 2020, we thought we’d do a “…”
