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Executive Interview : Impact of "External Events" on Your Company and How Have You Adapted Your Business?

We asked Executives, What impact have "external events" had on your company, and how have you adapted your business?

Stephen Mak
Assistant Sales Manager
Hong Kong

"With the massive invasion of digital information in the market, customers simply do not have time to read any more traditional messages. The response rate from traditional promotion like SMS and DM has been diminishing drastically in past year. My company has immediately set up a digital marketing team and sales team to spread out our massage to mass public and proven to be much more successful than existing media."

About HKT

HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and... (read more)
John Irey
Principal Consultant
United States

"As a contact center consultancy firm, we’ve seen the shift to cloud happen first hand. We’ve responded to this market interest by adopting a cloud-first strategy."

About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would... (read more)
Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"As IT departments get backlogged and new technologies such as the next generation of digital engagement, knowledge management, AI, and analytics continue to see increased interest, we are seeing strong demand for our quick value services--eGain QVS™--across initial consultation, deployment, operation, and optimization phases in these domains. Clients are looking for digital transformation know-how and best-practice expertise from us to maximize value from our solutions, speed up time-to-value, and curb costs. We are expanding our team to meet this demand.

We also continue to evolve our solutions to be compliant with industry regulations, including GDPR, a hot topic these days."

About eGain Corporation

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes... (read more)
Jim Iyoob
Chief Customer Officer
Etech Global Services
United States

"The increased need for 24/7 customer service on multiple platforms. We have centers in multiple locations across the US, nearshore and offshore. We execute a business continuity plan that ensures our clients are not impacted by multiple locations, or that any impact is minimal."

About Etech Global Services

Etech Global Services is a provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all... (read more)
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd

"It is a great learning from the industry player and to watch what is in trend, and yes indeed have adapted some of the social media elements into the business with careful considerations"

About United Overseas Bank Ltd

United Overseas Bank Ltd
Michael Mills
Senior Vice President, Global Sales Contact Center
United States

"The impact of global political and economic events has had an impact on CGS. We enhanced our investment in our global infrastructure network to further strengthen data privacy, disaster recovery and security, while also adding industry certifications to meet customer needs."

About CGS

For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s... (read more)
Dick Bucci
Communications - Consultant
Pelorus Associates
United States

"For me, and other businesses that serve the contact center vendor community, it is consolidation. As vendors merge it reduces the pool of prospective customers. We deal with this by expanding into international markets and developing expertise in adjacent businesses such as customer experience management"

About Pelorus Associates

The company's primary focus is on the contact center and public safety communications sectors.
Jean Michel Cateaux
Manager - Process Excellence
STARTEK South Africa
South Africa

"Been a Global Organization, support has always been filtered from one area of the globe to another to support each site."

About STARTEK South Africa

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
William Meisel
TMA Associates
United States

"AI is "hot," and automated conversational interaction is my area of consulting."

About TMA Associates

Bill Meisel, Ph.D., president, TMA Associates is publisher and editor of Speech Strategy News (a paid-subscription monthly newsletter launched in 1993), author of the Meisel-on-Mobile blog, and a cons... (read more)
Eli Federman
Founder and Lead Consultant
Customer Service Simplified

"I would say that the number and degree of natural disasters across the globe, including earthquakes, hurricanes and forest fires severely tested the resilience of affected companies either for being in an affected location or for supporting those who were affected. A strong business continuity plan and owner would have been paramount."

About Customer Service Simplified

We are a collaborative consulting practice focused on helping small to mid size companies simplify and distinguish their customer experience. We primarily help our clients optimize their service a... (read more)
Esther Dokuwaa Ofosuhene
Managing Consultant
REAM Customer Experience Consultancy

"The world is now talking digital and in view of that the business is working towards it."

About REAM Customer Experience Consultancy

We are a CX boutique consultancy providing service quality management and customer experience consultancy and training to individuals, small and medium businesses as well as large institutions and org... (read more)
Sharon Melamed
Managing Director

"Geo-political events and advancements in technology have caused stunted growth in the outsourcing industry. and our UK arm are insulated from this, as we match the market for all sorts of contact centre and customer engagement solutions, whether outsourced or inhouse. There will always be demand for solutions to acquire and service customers better, so external events don't have a big impact on us."

About Matchboard

Founded in 2012, Matchboard is an independent matching service which uses matching algorithms to match buyers and suppliers of contact center solutions - such as outsourcing, technology, consulting, d... (read more)

Today's Tip of the Day - Beware Of Techno Babble & Jargon

Read today's tip or listen to it on podcast.

Published: Thursday, May 23, 2019

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