Show notes
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.