Tag: CXStrategy

What is the biggest benefit of your customer portal? Is it the cost and efficiency savings you achieve by reducing reliance on call centre staff? Or perhaps it is the increase in customer satisfaction that comes from allowing customers to manage their accounts on their own terms, whenever it suits them?

Buying the right tools is the easy part. However, orchestrating technology, people and process at the standard global customers expect is why specialist Customer Experience (CX) outsourcing exists. There is a seductive logic to the way the CX technology market presents itself. A new platform promises unified customer data. A new AI tool promises faster resolution.

Customer Experience (CX) and consumer behaviour have entered a more demanding phase. While AI has gone mainstream, customers remain stubbornly human. They do not reward brands for deploying technology. They reward brands for solving problems quickly, fairly and with genuine empathy.