Category: Thought Leadership

“All is flux, nothing stays still — there is nothing permanent except change.” Heraclitus wrote that almost two and a half thousand years ago. It could just as easily describe the market CX operations are working in today. Industrial psychology is a useful lens for looking at that market. Its models look beyond the individual… Continue reading The human side of digital transformation: why context matters more than ever in CX.

When I managed a gym earlier in my career, I learned a lesson that has stayed with me ever since. Attracting new members was never the hardest part. With the right promotion or offer, people would sign up. The real challenge was giving them a reason to keep coming back.   The gyms that thrived… Continue reading Why employee retention is the real test of a CX outsourcing partner

For years, the contact centre industry has been obsessed with one thing: volume.How many hires can we make?How many calls can we answer?How quickly can we scale?It worked. Until it didn’t.Because somewhere along the way, we realised something uncomfortable: efficiency doesn’t guarantee experience, and in today’s market, customer experience is the only thing that truly… Continue reading Hiring for experience, not headcount

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.