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Blog Entry
CX in the Gig Economy - No One Size Fits All (for Brands or Workers)

At our recent CX Gig Workforce Briefing at Microsoft HQ in Redmond, WA, we learned one thing for sure: There are as many possible applications of the gig workforce for customer experience as there are corporate use cases - and the number of brands sourcing gig workers for customer service and...


Blog Entry
The Gig Economy: More Than Just "Here to Stay"

I have spent more than 20 years in the customer experience arena, and I may have tried more new ideas in the past four years at Sun Basket than in the previous 17+ years combined. Startups provide an amazing opportunity to dabble in the new—to find a new idea or trend, research, test, try,...


Blog Entry
Gig Economy Interest Group Meeting Denver Customer Response Summit

Happy Monday all, to both those here in Denver for #CRSDenver and those elsewhere. I just had the pleasure of co-hosting the #GigEconomy Group meeting with @Sue Morris of Microsoft, and @Lisa Oswald from Travel Zoo. We had a packed room representing many brands and industries, as well...


Blog Entry
Gig Workers and the Law

Just in time for our panel discussion on utilizing the #GigEconomy at #CRSDenver next week, some of the legalities of how gig workers are categorized hit the news based on a new law that will go into effect in California on Jan 1 st 2020. https://www.nytimes.com/2019/09/11/business/economy...


Blog Entry
Why Microsoft Is Banking on Gig Workers for Customer Support

In late March I caught up with fellow community member Claudia Cristiani, Emerging Sourcing Strategy Leader at Microsoft, to ask her how the global software giant has been tapping into the Gig Economy. Claudia and I were once peers in the Microsoft global customer service organization when she...


Blog Entry
Member Q&A: Sun Basket's Brett Frazer on Embracing the Gig Economy

Amid record-low unemployment and rapidly evolving attitudes toward work, more brands are looking to gig workers to fill traditionally full-time roles. How is this emerging trend impacting customer experience? We asked community member @Brett Frazer , Head of Customer Service at Sun Basket, to...