Alistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!

Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK. Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term outsourcing. His argument is that CX requires orchestration, not outsourcing. CX suppliers should be genuine business partners. In this episode of CX Files, Alistair takes some time to explain CX orchestration in more detail. https://www.linkedin.com/in/aniederer/ https://www.ttec.com/

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.