Tag: customer experience management

Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience? | Webinar

Complimentary 60-minute webinar held on Thursday, November 15, 2018 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST

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Questions we’ll address:

  • How do Pinnacle Enterprises leverage Contact Center Outsourcing (CCO) to drive a better customer experience, and what uptick in business impact do they realize?
  • What key practices and capabilities do Pinnacle Enterprises deploy to realize higher business impact?
  • How do Pinnacle Enterprises’ expectations of, and engagement with, CCO providers differ from other enterprises, and how is that improving results?

Pinnacle Enterprises™ have achieved 2.4X improvement in customer satisfaction, through their CCO provider engagements, compared to other enterprises. In the webinar, we will discuss Pinnacle – or best-in-class – strategies for leveraging their CCO relationships to drive better business outcomes. By expanding scope of traditional CCO relationship into broader Customer Experience Management (CXM) services, Pinnacle Enterprises™ have transformed it into a strategic differentiator rather than a cost center. This webinar provides insights into the leading CXM models, practices, and capabilities that contribute most to business impact, based on our Pinnacle Model peer research.

Who should attend, and why?
This webinar will offer market-tested insights into how organizations can effectively leverage COO to deliver a better customer experience … and ultimately business impact.
The content is geared to senior executives –
Enterprises: Heads of CXM, Heads of Contact Center, Global Sourcing Managers, Heads of Outsourcing, IT/BPO Strategy Heads, Vendor Managers
Service Providers: CXM/CCO practice head, Senior BPO and CXM/CCO sales executives

Presenters
Michel Janssen
Chief Research Guru
Everest Group

Shirley Hung
Vice President
Everest Group

Skand Bhargava
Practice Director
Everest Group

 

The CX in CCO has Evolved – How are Pinnacle Enterprises™ Doing it? | Sherpas in Blue Shirts

There’s no shortage of market discussion around a wide range of customer experience (CX) opportunities and challenges. It’s what everyone in your organization, from IT, to HR, to actual customer care, are talking about. But while ideas about what you should be trying to achieve and why you should care abound, insight on how to actually execute and what delivery outcomes to target is hard to come by.

Use of CCO Services

One approach drawing attention involves the use of contact center outsourcing (CCO) services. The traditional “butts-in-seats” model is evolving to more of a customer experience management (CXM) service model, where outcomes are assessed for impact as much as for cost management. The traditional view has been that the primary value delivered by CCO providers is operational cost savings through efficiencies, labor arbitrage, and scale. But that’s no longer enough. An increasing number of enterprises are raising the bar and looking to their CCO providers for an expanded value proposition targeting digitally-enabled and differentiated CX capabilities. We refer to this engagement approach as Customer Experience Management (CXM) services.

CX Outsourcing Pinnacle EnterprisesTM

We believe that companies really serious about reshaping their brand through memorable CX are more often turning to this new model of CXM services. We call this breed of buyers CX Outsourcing Pinnacle EnterprisesTM. And we believe these enterprises are very intentionally leveraging these advanced CXM services to enhance their corporate-wide CX strategies, and to achieve results more quickly and at lower costs.

We’ve launched a unique study to dig deep and identify how these Pinnacle Enterprises engage CXM services to drive both operational and strategic imperatives for their overall CX strategy. How can this emerging model help enterprises tackle high-value CX objectives such as digital enablement, greater insights on and visibility into consumer wants and behaviors, increased wallet share, and reduced customer effort? What are the mechanisms in play around technology, governance, talent models, pricing models, and others?

This is an all-around different approach to CXM services – a rethinking of which outcomes to target, what to measure, the role of technology, and the new relationship model.

Curious to know what leading CX Outsourcing Pinnacle Enterprises are doing? Want to know where your organization stands compared to others? Everest Group invites you to become part of the research process and take our survey.

How can we engage?

Please let us know how we can help you on your journey.

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