Any organisation that seeks a partner to handle their customer experience understands that the partner wants more than just experience in the new market climate. Moreover, the service provider needs to demonstrate that they have financial security and organisational stability. Leadership and innovation are also vital as they need to innovate the different resources used by customers.
If you are looking for a CX partner, these three key points should be considered:
- SHORING OPTIONS: The Philippines offers a smart-shoring delivery model that can help boost your end-to-end customer journey. Employing a digital-first strategy for simpler customer interactions while building on the intrinsic customer service orientation of Filipinos to create high-touch experiences with Australian customers enables more complex interactions. Employees can focus more on the conversation, building trust and connection, and driving advocacy, loyalty, and greater customer lifetime value through analytics and automation.
- DIGITAL TECHNOLOGIES: Organisations are continuing to use technology as a means to improve CX and augment contact centre agents. The “Frost Radar: Australia Customer Experience Outsourcing Services Market” report indicates that 40% of the organisations they surveyed are looking at investing in digital technologies and capabilities to improve customer engagement. Innovative technologies such as AI, business intelligence, and analytics are important to consider for a modern customer experience.
- INNOVATION: Delivering exceptional and innovative CX is now a key component of the ever-evolving business climate. It is important to take an integrated approach to compliance, security, and privacy. Hence, innovation that cuts across technology, security, and process optimisation should be at the centre of a CX partner to offer outstanding customer experiences.
The Philippines has a great track record in delivering high-quality and sustainable service to customers in Australia. Frost & Sullivan said that outsourcing service providers are under greater pressure to innovate and deliver out-of-the box solutions that allow for better CX, meet customer demands for lower costs, enhance their market share, and increase their margins, which the Philippines can provide as an offshore delivery model.
Furthermore, because of growing competition, economic instability, and ever-evolving technological disruption, organisations throughout Australia should focus their outsourcing strategies towards a greater emphasis on providing an end-to-end CX journey. With these, CX plays a vital role as a strategic economic differentiator; therefore increasing investments in onshoring, customer journey mapping, workforce management, multichannel management, data analytics, and process automation.
To learn more about how the Philippines can help with an offshore or hybrid delivery model for Australian companies, contact me via my LinkedIn profile. You can also visit https://info.leaderinsights.co/australia and discover how the Teleperformance’s team in the Philippines can help companies in Australia to achieve as much as 65% in cost savings. #CX #businesstransformation
Blog Author: Maurice Zicman
Publishing date: Jan 2021
