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The impact of changing worker behavior on enterprise network infrastructure

The impact of the increasing digital expectations and behavior of workers in the age of digital business is inevitably is felt on the level of network infrastructure. With the mixed network infrastructure reality of...

The harsh truth about customer focus in the board – time to get real

For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm - that's been in...

The future of the contact center (agent)

The opening keynote in the Customer Service Excellence Arena at London's 2014 Customer Contact Expo was titled" SuperAgent 2020: The future of the contact centre". It was presented by Dr. Nicola Millard, Customer Experience Futurologist...