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 this on an in-house basis. What more then, if you’re one of the progressive businesses embarking on a customer service or CX outsourcing mission?
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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
CashCo Financial Services CEO Michael Rosenberg faced challenges in scaling the loan business. Wanting to grow without high capital expenses, he considered outsourcing. However, skepticism arose due to the company’s niche focus on personalized customer service. Michael sought a BPO partner to enhance customer experience and navigate the uncertain economic landscape.
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How Small-Midsized Businesses
(SMBs) level-up on CX
Growth is never simply a case of expanding operations to achieve economies of scale – it’s also about levelling up and improving on customer experience and service, which for most SMBs is a key competitive differentiator.
Part three of this Series shares how strategic outsourcing can be used
by SMBs to scale efficiently, while levelling up on customer
experience and service.
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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, the heritage brand’s online retail business of kitchenware experienced its greatest growth period in its almost 300-year history.
The client needed an urgent solution to manage the massive influx of calls and enquiries and forge a path back to customer service and experience recovery.
Read on to find out how they did it…..
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A Strategic framework for Customer Experience (CX) Outsourcing
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, retain customers, and build loyal fans.
Part one of the Series provides a strategic framework for CX-centric companies who are considering outsourcing their customer care.
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