Overview
With a growing emphasis on digital transformation to enhance performance, reduce costs, and gain a competitive edge, the demand for advanced digital customer experience (CX) solutions is on the upswing. The growing focus on CX provides a window of opportunity for traditional outsourcing companies to reassess their service models and embrace a more strategic approach by transitioning into CX outsourcers (CXOs). Instead of focusing on low-profit staffing and disjointed journey interactions, successful CXOs assume greater responsibility for highly profitable customer interactions throughout the entire journey. They achieve this by carefully aligning outsourced labor with specific interactions and establishing seamless integration with clients’ back-office systems to deliver enhanced customer experiences and improve overall operational efficiencies. To thrive in this role, emerging CXOs need the right business partner to support their endeavors.