Category: Industry Insights

Everyone thinks of technology as a tool. Use it, and you can do more — often faster than before. In the abstract, they’re not wrong. But in practice, technology is more of a strategy. New capabilities are great when they...

Custom BPO services shouldn’t be a luxury reserved for large enterprises — they’re essential for any business looking to scale efficiently, enhance customer satisfaction, and stay competitive. Many BPO providers reserve their top-tier services for large, high-profile clients, leaving smaller...

Technology is catalyzing a new wave of CX. How can brands keep up? Lexy Desrosiers​​​​ — SVP of Solutioning at SSG — discusses her excitement about the exponential impact of new technology and solutions across operations, training, and quality. Her secret weapon?...

AI solutions for CX are emerging daily — or at least, they seem to be. It’s more important than ever to separate real innovation from vaporware. In a recent panel discussion, Lexy Desrosiers​​​​ — SVP of Solutioning at SSG — explained how...

As customer expectations continue to evolve, omnichannel CX has emerged as a key strategy for businesses looking to deliver seamless, personalized experiences. The ability to interact with customers across multiple channels — social media, live chat, email, phone, and more...

In retail, customer experience is more than just a service. It’s the defining factor that sets successful brands apart in a crowded market. With the rise of data-driven solutions, hyper-personalization is gaining traction as the next frontier in retail CX....