By now it is abundantly clear that meeting and exceeding customer expectations is or should be the ultimate objective of digitizing the business of banking.
The buzzword that’s no longer a buzzword but has become an imperative for survival is “customer experience.”
Recent Everest Group research suggests that the traditional approaches and scope of services that have defined contact center outsourcing in the past are rapidly evolving into a new set of buyer expectations and service provider capabilities more appropriately considered customer experience services.
Driving this evolution, the researchers say, are evolving customer expectations, changing buyer focus, and service provider challenges. “We see traditional contact center outsourcing approaches evolving quite rapidly to those focused on delivering customer experience services,” says Katrina Menzigian, vice-president at Everest Group. “This is apparent in the rise of consulting and co-innovation engagement models, the adoption of sophisticated digital services to enable omnichannel customer engagement, and pricing constructs based on tangible business outcomes.”