Don Peppers is recognised as a global authority on marketing and business competition. His first book, The One to One Future, written with Martha Rogers in 1993, is widely credited with having launched the CRM revolution.
From the editor: I’ve been saying it for quite a while – if not now, but in the very near future the only thing thats going to seperate one company from another is the customer experience. So its no surprise
The demise of the corporate call centre may arrive soon than you think. As technology advances and speed and ease of access become increasingly important to our customers, which elements of the traditional contact centre will stand the test of