Everest Group

SEPTEMBER 14, 2023

South Africa has emerged as a stand-out destination for customer experience (CX) services. With the rapid global transformation and dynamic shifts in commerce shaped by cutting-edge strategies, one continent is emerging as a rising giant in the realm of customer CX services delivery – Africa.

Service 69

Service Impact Sourcing Contact Center Outsourcing Government 69

Raya Contact Center

MAY 19, 2022

RAYA CX Q1 2022 earnings report has been published. By optimizing our operations, expanding our digital suite of services, our recent acquisition of Gulf CX, and expanding into new markets, RAYA CX is cementing its place as a global CX leader. increase in revenue YoY, a 43.3%

Marketing 98

Marketing Service 98

Influx

AUGUST 4, 2022

Keep reading to discover 6 ways to scale CX teams and CX from a data-driven perspective to increase ROI. . Now that you have this data, continuing to ask the why is key in scaling your CX and increasing ROI. Let’s discuss some more specific ways that you can scale CX using insights. .

Outsourcing 90

Outsourcing Customer Support Customer Service Research 90

Anexa

NOVEMBER 24, 2023

Although Artificial Intelligence (AI) streamlines customer service processes and optimizes workflow efficiency, it continues to raise questions among CX professionals. However, it’s important to address AI concerns in CX with honest answers that put things into perspective and help overcome key issues.

Customer Service 52

Customer Service Service BPO Customer Support 52

Simplr

AUGUST 18, 2022

Results from a study of CX leaders at global enterprises show opportunities for maximizing an investment in automation. In the study, the following challenges were cited as the biggest struggles among CX decision-makers at global enterprises: Inability to identify and route high-value customer conversations to an agent-led channel.

Customer Service 98

Customer Service Service Automation Collaborations 98

IBM Services

FEBRUARY 12, 2024

Customer experience (CX) defines a customer’s journey with a company, including both direct and indirect touchpoints. Here are seven customer experience trends that can help business leaders elevate their companies and improve their CX strategies. Using data, companies can implement hyper-personalization into their CX strategy.

E-Commerce 75

E-Commerce Customer Support Design Marketing 75

Influx

APRIL 18, 2024

54% of businesses rely on third-party vendors to augment their customer service. Support as a Service (aka SaaS) is similar to Software as a Service, but instead of providing software, this service offers support solutions on a subscription basis — giving you the same level of autonomy over external support.

Customer Support 52

Customer Support Nearshoring BPO Outsourcing 52

Redial

NOVEMBER 11, 2022

As a travel brand , one of the most important aspects of excellent CX is making sure that all your digital channels are accessible to all customers. You can start by making sure all your page or apps have real images of the destination/place, optimized and verified information to give more clarity and relevant info to consider.

Flexibility 130

Flexibility Accounting Software Marketing 130

Simplr

MARCH 28, 2022

Right now, there’s an urgent opportunity for modern CX: move beyond the legacy contact center model… or fall behind. At a time when customer experience is at the heart of your brand and customer neglect threatens the bottom line, making the leap to NOW CX provides organizations like yours with a leg up. The NOW CX Advantage.

Sales 95

Sales Finance Flexibility Customer Service 95

Simplr

JULY 14, 2023

Ask yourself— how can your customer service experience help customers derive even more value from your products or services? Imagine if you could do that, increase ROI, and still keep CX costs low? Simplr’s fully managed service freed up Solo Stove’s internal resources from having to manage their chatbot.

Retail 52

Retail Order Management Efficiency Customer Service 52

Simplr

JULY 14, 2023

Ask yourself— how can your customer service experience help customers derive even more value from your products or services? Imagine if you could do that, increase ROI, and still keep CX costs low? Simplr’s fully managed service freed up Solo Stove’s internal resources from having to manage their chatbot.

Retail 52

Retail Order Management Customer Service Managed Services 52

Anexa

NOVEMBER 24, 2023

The recent micro-store phenomenon introduces opportunities for retailers and e-tailers to improve customer (CX) and employee experience (EX). Optimized Personalized CX Micro-stores offer that desirable boutique shopping experience tailored to the specific needs of the neighborhood. Reach out to Anexa today.

Retail 52

Retail Reduced Overhead E-Commerce BPO 52

Everest Group

JULY 12, 2023

Generative AI (GAI) is rapidly gaining traction in customer experience (CX), with organizations striving to grab hold of the possibilities, real-world use cases, and what constitutes responsible adoption. We will also examine the future implications of GAI for both enterprises and service providers. What is GAI?

Efficiency 52

Efficiency Marketing Service Automation 52

Influx

JULY 27, 2022

In recent years we have seen a considerable increase in attention directed at improving customer experience (CX). Let’s talk about it and how you can construct a B2B CX that competes with the effortless, high-value desires of B2C. . B2C strategies to incorporate into your B2B CX. Improve support with a self-service community .

Out-Tasking 98

Out-Tasking Automation Sales Research 98

Balbelforce

AUGUST 19, 2021

Getting it right means customers who’ll stick with you, buy more, and recommend your service. How do businesses get CX right? Around two-thirds of businesses have a senior CX leader and a centralized CX team. This person digs deep into service touchpoints, identifies the issues and puts forward solutions.

Call Center 98

Call Center Automation Out-Tasking Design 98

Simplr

MAY 15, 2023

The do’s, don’ts, and alternatives for refreshing and reframing your RFP questions in the new era of customer service. It’s time to breathe new life into your RFP Are you asking the right questions to ensure you get the best business results possible from your CX partner? Please share locations of all your offices.

Customer Service 52

Customer Service Call Center Flexibility BPO 52

Simplr

DECEMBER 8, 2022

In a controversial move, Frontier Airlines is no longer answering customer service phone calls. Instead of hopping on the phone with a customer service agent, customers will have to rely on other ways to contact the airline: an online chatbot, a 24/7 live chat tool, its social media channels, or WhatsApp. That’s right.

Call Center 98

Call Center Customer Service Research Efficiency 98

Groove Technology

APRIL 3, 2023

Introduction to Anypoint Platform In today’s competitive business landscape, customer experience (CX) is a critical differentiator. Incorporating elements like the distinction of client support, the simplicity of product and service utilization, and the comprehensive gratification a patron experiences post-engagement with your emblem.

Flexibility 130

Flexibility Analytics Service Outsourcing 130

Everest Group

AUGUST 29, 2022

While COVID-19 increased demand for CX-related services , it was not the only driver. As a result, greater focus is being put on customer experience (CX) and customer service (CS) leaders to deliver an exceptional experience. They also are focusing on improving the employee experience (EX) to retain the talent they find.

Reduced Costs 78

Reduced Costs Analytics Impact Sourcing Outsourcing 78

31 West

FEBRUARY 10, 2023

They can help optimize help desk workflows, allow for customizations, and enhance agent productivity. But which service solution should you opt for? A Brief Introduction to Jira Atlassian offers several ITSM products, one of them being Jira Service Management. Jira and Zendesk are solutions that can help you in the process.

Sales 130

Sales Customer Support Customer Service Service 130

Redial

NOVEMBER 18, 2022

A new year is arriving and it comes with new possibilities and, of course, customer service trends that we need to stay in touch with. . As one of our main objectives is to enhance our client’s CX, we investigated 5 interesting customer trends that will be game changers for every business. Virtual & voice assistants.

Customer Service 130

Customer Service Service Call Center Retail 130

Raya Contact Center

AUGUST 17, 2022

So here are 3 ways CX can solve major startup challenges. You need to adapt to new technologies and customer support platforms that will make your connection with customers stronger and your CX better. One thing that can save your startup money is doing CX right. Challenge 1: Overcrowded Market. Being agile is key.

Customer Support 98

Customer Support Marketing Management Service 98

Magellan Solutions

JULY 11, 2023

The customer experience (CX) is of utmost importance because it impacts the following: Client retention Reputation Customer loyalty Overall business success Businesses need to create lasting interactions rather than simple transactions. CX outsourcing allows SMEs to tap into specialized expertise and cost-effective and scalable solutions.

BPO 75

BPO Outsourcing Customer Service Call Center 75

Raya Contact Center

JULY 26, 2023

Adopt an agile approach to customer service, ensuring your CX strategy can quickly adapt to unforeseen situations. By proactively addressing these concerns, you can enhance your services and ensure customer satisfaction. Use these metrics to optimize the entire customer journey and enhance the overall travel experience.

Customer Support 76

Customer Support Flexibility Customer Service Service 76

Raya Contact Center

MAY 22, 2023

Background on RAYA CX RAYA CX, a global outsourcer specializing in customer experience management, strives to provide exceptional service to its clients and their customers. To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

Raya Contact Center

MAY 22, 2023

Background on RAYA CX RAYA CX, a global outsourcer specializing in customer experience management, strives to provide exceptional service to its clients and their customers. To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

Simplr

JUNE 28, 2022

Simplr was recently named “ Best AI Solution for Customer Service ” in the AI Breakthrough Awards. With so many automation and chatbot vendors in the market, what should CX leaders be looking for when incorporating AI into their strategy? What does it mean to be named “Best AI Solution for Customer Service”?

Customer Service 97

Customer Service Service Automation Design 97

Premier BPO

MAY 16, 2023

The event was an excellent opportunity for organizations to connect and strategize on optimizing Customer Experience (CX) for their client base. The exhibition covered various aspects of customer support, CX, UX, Channel Partnering, Cyber, Data & Smart Security, and Collaboration Technology.

Co-Sourcing 52

Co-Sourcing BPO Call Center Customer Support 52

Influx

JUNE 19, 2022

Positive customer experience (CX) is crucial for maintaining the growth and success of your business. Satisfied workers provide better customer service, higher productivity, and more profit. What is a CX critical care plan? . Having a well-thought-out strategy is key to staying organized and optimizing your efforts.

Customer Support 98

Customer Support Customer Service Outsourcing Business Development 98

Influx

FEBRUARY 1, 2024

Quality products and great service are certainly important, but the primary reason customers choose to do business with a company revolves around the business’s ability to provide an amazing customer experience (CX). Solution-driven Being a solution-driven business is at the core of exceptional customer service.

Customer Support 52

Customer Support Customer Service Service Software 52

Perficient Digital Transformation

FEBRUARY 14, 2024

“ORAN or OpenRAN,” with its decoupling of infrastructure from the service layer, fosters a new era of open ecosystems. Redefining the Customer Experience with Immersive Technologies In a fiercely competitive landscape, delivering exceptional customer experience (CX) becomes a key differentiator.

Automation 52

Automation Customer Service Service Management 52

Mattsen Kumar

OCTOBER 12, 2023

As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions.

Customer Service 84

Customer Service Outsourcing Robotics Process Automation Service 84

Influx

AUGUST 26, 2022

Hyper-personalization is the future of CX and to get there, it’s essential to pay attention to customer information and the habits your buyers are revealing to you. Gathering customer data and optimizing it to improve overall CX is the cornerstone of driving results. How can gathering customer data improve CX? .

Management 59

Management Out-Tasking Sales Customer Support 59

IBM Services

SEPTEMBER 10, 2021

Today most financial services organizations are focused on how they can deliver a better customer experience (CX). So what stands in the way of financial services organizations aiming to achieve this same goal? CX success blocker 1: Lack of accountability among leadership. Read any study you like to quantify this.

Service 57

Service Accounting Design Insurance 57

Raya Contact Center

MAY 14, 2023

In today’s fast-paced digital era, contact centers strive to deliver exceptional customer experiences while optimizing operational efficiency. One way to achieve this is by implementing self-service virtual agents, empowered by predictive analysis through AI technologies. Here’s how it works: 1.

E-Commerce 52

E-Commerce Service Efficiency Analytics 52

Raya Contact Center

MAY 14, 2023

In today’s fast-paced digital era, contact centers strive to deliver exceptional customer experiences while optimizing operational efficiency. One way to achieve this is by implementing self-service virtual agents, empowered by predictive analysis through AI technologies. Here’s how it works: 1.

E-Commerce 52

E-Commerce Service Efficiency Analytics 52

Capgemini

JUNE 1, 2023

Some firms may view customer experience (CX) initiatives as a trade-off and prioritize other outcomes that they see as having a clearer link to value, such as cost reduction or revenue growth. But the level of preparedness of banks to leverage CX varies depending on the specific bank, its culture, leadership, and resources.

Sourcing 52

Sourcing Banking Analytics Reduced Costs 52