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In this series to date, we’ve looked at the issues faced by the outsourced services industry. From the drive to be the lowest cost bidder and the gap that creates to customer expectation and value creation, to clients who are desperate for some innovation. Now we’re getting down to cases... read more →

In my last post, I set out why we in the outsourcing industry cannot afford to ignore the impact of service, given it is the biggest driver of brand value. And with consumer expectations ever increasing, we must continually innovate to deliver on that. All people really want are simple,... read more →

Service is not a number on a balance sheet. “Technology led approaches or an inability to invest are leaving customer out in the cold” Because the current market is defined by a lowest cost approach to providing service, this constrains innovation and value creation. The impact of which is now... read more →

It’s time for a rethink I’ve worked in this industry for 26 years. A lot has changed in that time and much as it seems obvious, it’s vital that we try new things and constantly challenge to be better. The world is continuing to change and it’s not getting any... read more →