Category: Thought Leadership

In the rushing torrent of digital disruption, it’s tempting to chase the next tech, the next channel, the next “automated everything” fix. But here’s the thing: in the digital economy, it’s still people who matter most.   At Ignition CX, our core business is outsourced customer experience for global organisations. Every single conversation we manage, every support journey we design, every digital touchpoint we optimise — we’re doing… Continue reading Customer experience: the human heartbeat of the digital economy

The Bigger Picture Beyond AI When people talk about the future of contact centres, AI dominates the conversation. It’s the exciting part of tech right now. But, and this might surprise you coming from someone with ‘AI’ in their title, there’s so much more to performance improvement than artificial intelligence alone.   Yes, AI is… Continue reading Beyond AI: The 360° approach to empowering CX personnel.

Letisha Lamb, our US Human Resources Business Partner, discusses how the development of employees is a key function of HR.

Daryl Firmani, IT Director at Ignition CX, explains how CX companies need to adopt AI to stay relevant.

Saleesha Govender, Head of Commercial at Ignition CX, says that bridging the crucial divide between high-level strategy and operational execution is key for CX businesses to thrive in today’s competitive landscape.

Tiaan van Zyl, HR Director of Ignition CX, discusses how technology is actually making HR more people oriented.

Jon Ellsworth, Senior Vice President: Customer Engagement, talks about what will happen in the future of CX.

South Africa is a country with great potential for impact sourcing, a business model that creates jobs and provides training to marginalised communities.