Category: Thought Leadership

Discover why human connection still drives competitive advantage in the digital economy. Explore how outsourced CX, when done strategically, fuels growth, scales brands globally, and keeps empathy at the centre of every customer interaction.

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.