7 Jul 2019

Looking to maximize your contact center spend? Here’s how

Like many of you, I have enjoyed many a great meal at a hotel restaurant – and I doubt that the majority of these tremendous experiences have been at a hotel that doesn’t outsource its food-and-beverage operations. For many hospitality organizations, as outlined in this article, outsourcing offers a multitude of benefits. This model allows…

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5 May 2019

Why impact sourcing matters for your business

Why impact sourcing matters for your business For a young woman in a remote village, where education opportunities are scarce, but employment opportunities are even scarcer – life is hard. Which is why when I’m presented with that frequently asked question, “What’s your proudest moment?” I’m happy to talk about a program known as Impact…

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4 Apr 2019

Four things that you need to succeed in China

Doing business in a new country is rarely a straightforward proposition. But consider, for example, the difficulties that two of the world’s largest companies – Apple and Amazon – have experienced in their forays into China. While Apple’s recent woes in China appear to be largely due to an inflexible product strategy, one of Amazon’s…

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4 Apr 2019

The dividends of supplier diversity

Diversity drives dividends – it’s as simple as that. A diverse workforce and inclusive culture are essential to business success, especially in an increasingly global economy. If you are looking to build brand engagement and loyalty, supplier diversity can help you deliver on the promise of who you are and what you represent. “Developing a…

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3 Mar 2019

Millennials and credit cards: opportunities for conversion

That long-anticipated moment is here: millennials are now the largest generation in the United States. They have represented the largest segment in the workforce since 2016, but as report after report has shown, the one area they lag in is credit card ownership. Until now. According to TransUnion, the number of new credit card accounts…

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2 Feb 2019

Three forces reshaping the future of telecommunications

Keeping our pulse on industry shifts and evolution – both seismic and incremental – is one way that we here at VXI help prepare our clients for the challenges and opportunities of tomorrow. In the telecommunications space, I’m seeing a melting pot of rapid change, with both new and established players forging new alliances, business…

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2 Feb 2019

How to balance customer convenience and security in financial services

“Customers don’t benchmark us against banks, they benchmark us against Uber and Amazon.”  – Hari Gopalkrishnan, client-facing technology CIO, Bank of America Customer journeys in financial services have come a long way since the biggest “option” was visiting an ATM. Consider a task that starts with the question, “Alexa, ask Capital One what’s my payoff…

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2 Feb 2019

Preventing fraud in the contact center

Ever wonder what’s on your customers’ minds? According to a recent Gallup poll, in the U.S., more people are worried about having their personal information stolen than being victims of crimes, such as burglary/mugging, terrorism, or even sexual assault. As businesses introduce innovative ways for customers to open accounts and/or transact online, new behavior patterns…

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2 Feb 2019

Five things you need to know about the future of customer data privacy

The longstanding tug-of-war over customer data recently hit a tipping point – leaving far too many organizations flat on their heels. We first saw this shift in mid-2018, when the EU General Data Protection Regulation (GDPR) officially came into effect, including provisions that provide EU citizens with control over how companies can use their personal…

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1 Jan 2019

Are banks facing their own ‘Kodak Moment’?

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand? Antony Jenkins, the former chief executive of Barclays, warned that banks are facing their own “Kodak moment” as they face similar challenges that the film company…

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