Uncategorized - IContact

Why EX matters just as much as CX

Happy Employees, Thrilled CustomersWhy EX matters just as much as CX – and what to do about it Imagine, for a moment, a world where every customer doesn’t only buy from you but also shouts your business’s offerings from the rooftops. Imagine a complement of employees who aren’t only working but also thriving – actively […]

iContact -Thought Leadership – How to go from Meh to Magic in your CX outsourcing stakes

Considering CX Outsourcing? How to go from ‘Meh’ to Magic in your CX outsourcing stakes Most businesses are navigating rapidly evolving business models with the last three years being a rollercoaster ride of intense and rapid digitisation and outsourcing trends that have had significant consequences for brand loyalty and customer experience. Unlike most other outsourcing […]

Gig CX vs BPX

Gig CX vs BPX Navigating the complexities of CX outsourcing in a Gig Economy Opinion by Clinton Cohen, CEO of iContact BPO ‘GIGCX’ HAS BEEN TOUTED AS A GO- TO SOLUTION FOR BUSINESSES LOOKING TO STAY COMPETITIVE. BUT IT ALSO HOLDS TREMENDOUS RISK. In the customer service realm, ‘GigCX’ has been touted as a go- […]

Global CX Outsourcing White Paper Series – EX in your CX – Series 5 of 5

WHITE PAPER Putting the EX in your CX: Can Culture be Outsourced? Part 5 of this Series navigates the choppy waters of culture custodianship amid a Customer Service or CX outsourcing decision, and how to land safely! The connections between Customer Experience (CX) and Employee Experience (EX) are causal and inextricable. It’s tough enough managing […]

CX Outsourcing White Paper Series – CashCo Case Study – Series 4 of 5

CASE STUDY CashCo: Scaling CX for small- midsized business (SMB)The story of how CashCo Financial Services Chairman and CEO, Michael Rosenberg scaled his specialized instalment loan business across states while levelling up customer experience and service THE CHALLENGE When CashCo Financial Services Chairman and CEO, Michael Rosenberg looked at ways to scale and grow his […]

SMB Level-up CX – Series 3 of 5

WHITE PAPER How Small-Midsized Businesses (SMBs) level-up on Customer Experience (CX)Part 3 of this Series shares how strategic outsourcing can be used by SMBs to scale efficiently, while levelling up on customer experience and service. Growth is never simply a case of expanding operations to achieve economies of scale – it’s also about levelling up […]

Zwilling: Transforming CX with Strategic Outsourcing .

CASE STUDY Zwilling: Transforming CX with Strategic Outsourcing. The story of how heritage knife and kitchen specialist brand Zwilling transformed CX with strategic outsourcing during its greatest growth period in its almost 300-year history. THE CHALLENGE The decision to go the CX outsourcing route was driven by the COVID-19 pandemic – with people in lockdown, […]

CX Outsourcing White Paper Series

WHITE PAPER A Strategic framework for Customer Experience (CX) Outsourcing. This 5-part Series provides a strategic framework for CX-centric companies who are considering outsourcing their customer care. CX, a buzzword only a few years ago, has rapidly become the de facto competitive differentiator for many companies competing on Customer Experience (CX) to win market share, […]