IEC Rebel’s Digest

Customer Experience (CX) the new mantra for CEO‘s  Are Contact Centers the doorway to customer satisfaction? Is Customer Experience (CX) the new mantra for CEO‘s to be measured against for driving company growth and profitability? Is this real? Absolutely, contact centers serve as a pivotal gateway to customer satisfaction. In today’s business landscape, Customer Experience […]

CX Unleashed: Transforming Customer Experience with Tech Innovation  In the competitive landscape of customer experience (CX), many companies claim to be “customer-centric,” yet only a few withstand the ultimate litmus test – customer feedback. Achieving a customer experience is common, but excellence, rated ‘A’ for quality, remains a rare accomplishment, with less than 5% reaching

The Empathy Revolution: Unleashing Emotional Intelligence in Leadership The Gartner survey (500 HR leaders across 40 countries) presents a stark reality in the corporate landscape, painting a picture of the challenges faced by organizations in developing effective leaders and managers. While the survey identifies Leader and Manager Development as the top priority for HR leaders,

Navigating Attrition, Cultural Hurdles, and Team Dynamics in cheaper markets like India. What’s the Bottom Line Benefit? In the first half of 2022, India experienced a notable surge in attrition rates, reaching 20.3%, up from 6% in 2020, as reported by a survey conducted by global professional services firm Aon Plc. This significant increase follows

————————————————————————————————————————— This article is an excerpt from the IEC Digital Executive Directions article written by IEC Fellow Member Wolfgang Braun. Wolfgang is a well-recognized expert in Executive Services, Value Management, and M&A Transaction Management. He is VP of MIT Alumni responsible for HR and Executive Development, active with MIT AI research programs.   ————————————————————————————————————————— Humanity’s Digital

Hiring the wrong person can have significant financial implications for a company. While the exact cost varies depending on factors such as the position, industry, and company size, several expenses can be associated with hiring the wrong person. Here are some common costs: Recruitment expenses: These include costs associated with job postings, advertising, recruitment agencies

The declining retention rate worldwide has resulted in substantial economic losses, both in terms of skilled labor shortage and the cost of training replacements. Retention rates have become even more challenging as many employees have re-evaluated their career goal and priorities in light of the pandemic, such as flexibility, work-life balance and employee well-being. Many

Revitalised BRICS assert influence as Ukraine war drags on But go gradually with investments in BRICS right now As  war rages and damages the global economy, the BRICS grouping of developing nations is suddenly being feted by the superpowers. Originally including Brazil, Russia, India and China, the BRICs group is now set to expand to

Data and local partnerships are key to success When selecting countries in which to expand, a number of obvious decision criteria come into play: a ready consumer market, economic and political freedom and stability, the absence of corruption, a well-educated workforce, a healthy economy and strong economic growth prospects.  Some factors are more readily changed

Introduction What do we really mean concerning global expansion and EOR when we state our partners or our operations must be “compliant”, or that they or we are x% compliant? A simple question, but one which has some surprisingly complex undertones and variations. You see, the understanding of what ”compliance”  actually means varies. For and