Personalisation, 24/7 availability and support through digital channels should enable most brands to keep up with changes in customer behaviour.
According to Frost & Sullivan, the European outsourcing industry’s focus on improving the conversational customer experience has significantly boosted pandemic recovery, with CX outsourcing revenues expected to grow by 10.1% this year.
Over the last 12 months, 60% of European organisations have seen an increase of at least 20% in total interactions, with high-value interactions mostly occurring in cross-channel journeys that involve human agents at critical junctures. Frost & Sullivan has found it is almost impossible for organisations to scale-up and handle additional interactions without focusing on digital channels. Most companies do not orchestrate digital channels well, hence the need for CX outsourcers.
Frost & Sullivan’s latest article, Regaining the Competitive Edge in Outsourcing, discusses how CX outsourcers can help accelerate the Digital Transformation of organisations by incorporating technology into the customer journey and providing strategic advice to brands. It also highlights how brands should develop transparent partnerships with the outsourcer to harness valuable expertise and achieve strong outcomes.
“Outsourcers with particular digital skills have an obvious opportunity to help brands deliver a consistent and appropriate digital experience. Successful outsourcers will help organisations reduce effort and eliminate friction as increasingly well-informed customers move the goalposts that define basic customer satisfaction concepts,” said Alexander Michael, Global Practice Area Leader at Frost & Sullivan.