Remember those times when you had to go to an Apple store just to know more about the new iPhone models? How about those times when you had to call customer service and had to wait longer than expected for your call to be picked up? It’s hard to imagine still living in that era since people are now connected 24/7 and can interact with brands anytime across a wide variety of channels.
Technological advancement is ever-changing. More recently, leaders overseeing their customer relationships have been thinking about business transformation and how things such as big data, data analytics, the Internet of Things, artificial intelligence, robotic process automation, and cloud computing can improve their business.
Many of these transformative innovations provide enhanced infrastructure and stability while providing a customer experience — cloud-based services, for example. Others provide the opportunity to build insights into consumer behaviour that can contribute to enhanced relationships and increased customer spending.
Customers are now seeking better services and, in the modern business climate, understanding these technologies and advancements is crucial. That has generated a stronger need for executives to pursue alliances with customer experience leaders in order for them to take a consumer-centric approach, where contact centres are the front line for customer interactions.
Finding an outsourcing partner who provides technology tools, digital solutions, and business intelligence products for various industries can help deliver transformational benefits for companies. In addition, digital technologies including cloud, mobility, analytics, RPA, AI, machine learning, business intelligence, data management products, and integration of front and back-office solutions are also important to consider for a modern CX.
In the “Frost Radar: Australia Customer Experience Outsourcing Services Market,” Frost & Sullivan said that a recent CX study indicated that more than half (50.5%) of the organizations in Australia view CX as a competitive differentiator. The report further stated that “Designing a successful CX approach requires a strategic customer engagement and management roadmap; design expertise; a strong implementation strategy; the right mix of technology, process, and people expertise; rightshoring; digitally enabled contact centers; and the effective use of the right communication channels. The complexity of these factors has led Australian organizations to increasingly recognize outsourcing as a strategic imperative.”
Additionally, keeping your customer data safe is just as important as offering a great experience! Having a partner with a disaster recovery plan and business continuity strategies is absolutely necessary, as COVID-19 has taught us. These should be underpinned by an effective data center cloud, robust cybersecurity framework, and a response process to address potential concerns globally. This strategy helps mitigate risks, reduce downtime, protect client data, and minimise damage to a client’s reputation and finances.
For more information on digital solutions for business transformation, please contact me directly via my profile — I’d be delighted to help! You can also learn more about how Teleperformance’s team in the Philippines can help companies in Australia by visiting https://info.leaderinsights.co/australia. #CX #businesstransformation
Blog Author: Maurice Zicman
Publishing date: Jan 2021
