Outsourcing customer experience (CX) through business process outsourcing (BPO) used to be a fairly transactional decision. Companies chose a vendor based on price per seat, geographic availability, and the ability to handle call volume. That calculus has changed dramatically.
Today, the best BPO relationships are strategic partnerships — and selecting the wrong outsourcing partner can mean stalled digital initiatives, unmet customer expectations, inconsistent outcomes, and a technology investment that never...
By Vineet K. Singh, Director of Corporate Strategy, TTEC
The goalposts have moved again. What delighted customers five years ago barely registers today. What used to differentiate brands as customer experience (CX) leaders has quietly become the baseline expectation.
CX experts have been noticing this trend of nice-to-haves becoming non-negotiable for a while, but suddenly the pace of this shift is accelerating. Customers want more, they want it faster, and they...
The stakes have never been higher in financial services customer experience (CX). Customers expect their bank, credit union, insurance provider, or fintech platform to...
From the Editors of Customer Strategist Journal Sponsored by TTEC and Microsoft
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The airline passenger experience has become digital, data-rich, and deeply...
In an increasingly competitive marketplace, companies are turning to specialized sales outsourcing partners to build outsourced sales teams that accelerate revenue growth, expand into...
