In the customer experience (CX) environment, many of the case studies we read are based on the perspective of the buyer. The Business Process Outsourcing (BPO) efforts of the supplier community have largely been taken for granted as major brands with great CX strategies enjoy the limelight.
But to my mind this is an opportunity missed.
The modern CX environment has evolved more in the past five years than at any time in the history of brands engaging with customers.
Customers no longer expect to interact with a contact centre via a phone call at a time defined by the brand. They rather decide when and how they will engage and the brand needs to be ready for them.
This means that across many different industries and geographical regions, there are some fantastic case studies that have been delivered by the supplier community.
The BPO companies that used to be thought of as call centers are already delivering CX strategies from 24/7 omnichannel to Artificial Intelligence (AI) and Augmented Reality (AR).
This is why I’m really excited to be joining Peter Ryan, principal of Ryan Strategic Advisory, and Mark Angus CEO & managing editor of Knowledge Executive for the exclusive CxOutsourcers mindshare group in Las Vegas on June 18-19.
This event features several independent experts, analysts, and CX advisors, but also some of the biggest and most successful BPO brands.
We are going to explore BPO buying trends, investment strategies and the biggest challenges and objectives in CX. We’ll also delve into how the industry is transforming to offer high value analytic services when their traditional focus was increasing the headcount (FTE) in a contact center.
For more information on how you can join us in Las Vegas in June, click here: CxOutsourcers.