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What Will Customers Want Post-Quarantine? Exceptional Customer Service

Posted by Jesus Grana on 4/21/20 7:15 AM

It might be too early – crazy, even – to start thinking about how the service industry can return to normal after COVID-19.

But what if I told you we’ve all had the roadmap to normalcy all along?

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ICYMI - BPO News Roundup (Apr. 2020)

Posted by Jesus Grana on 4/7/20 7:00 AM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

As COVID-19 hit the U.S. like a lion in March, the automobile industry had to figure out ways to adapt to a new world where drivers stayed home. 

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ICYMI - BPO News Roundup (Mar. 2020)

Posted by Jesus Grana on 3/3/20 9:30 AM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

It’s been a month of ups and downs for the auto industry, as some launched new services and technology, and others felt the effects of the Coronavirus reaching fever pitch. 

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ICYMI - BPO News Roundup (Feb. 2020)

Posted by Jesus Grana on 2/5/20 7:15 AM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

When it comes to developing environmentally friendly, automated and personalized travel on demand, the automaker + tech company matchmaking continues. From flying cars to the future of car sales, our readings in the last month show a few more companies pairing up to share both innovations and investments.

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ICYMI - BPO News Roundup (Jan. 2020)

Posted by Jesus Grana on 1/22/20 2:28 PM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

Happy New Year! Let’s dive right in. Here’s the top content resonating with our BPO SMEs as we close out 2019 and begin 2020. They all happen to relate to the biggest trends we’re seeing in the automotive industry.

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ICYMI - BPO News Roundup (Dec. 2019)

Posted by Jesus Grana on 12/3/19 3:49 PM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

It’s the season of giving, and we all know there’s nothing better than giving (and receiving!) extraordinary customer service. Our CX readings in the last month have done nothing but strengthen our viewpoint on this. 

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ICYMI - BPO News Roundup (Nov. 2019)

Posted by Jesus Grana on 11/5/19 11:55 AM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

As Thanksgiving approaches, we’re showing appreciation for all the unlikely partnerships that have been forged through the auto industry’s demand for emerging technology. “The New Mobility” continues to mature as previous foes embrace a new era of cooperation. 

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ICYMI - BPO News Roundup (Sept. 2019)

Posted by Jesus Grana on 9/3/19 3:25 PM

A collection of curated stories from client industries, CX and global trends that grab our attention. 

It’s back-to-school time! I’m sure we all agree: learning never ends. In that spirit, we’re sharing an ABCs-inspired roundup of the wisdom we’ve gained from recent industry news. 

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Chatbot vs. Agent ... Friend, Foe or Partner?

Posted by Jesus Grana on 5/14/19 4:29 PM

If you’re like us, you love watching trends develop – especially when it comes to technology that “WOWs” your customer.

We ran across an article this morning that tackles the topic of chatbots and their ability to satisfy customers.

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It's Not Negative: How the Hype Cycle Interprets Consumer Perception of Autonomous Driving

Posted by Jesus Grana on 1/31/19 10:59 AM
Not long ago, I suggested applying the concept of “the chasm” (or, how to market high-tech products during their early startup periods) to the auto industry. At the time, interest in adopting autonomous driving technology was positive news for automakers:
  • Millennial interest: 37% (or 22% of the U.S. population)
  • Generation Z interest: 53% (or 26% of the U.S. population)
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