Recent events and changes within the outsourcing industry have reignited the debate surrounding how outsourcing can impact customer experience (CX).
The usage of outsourcers has been steadily increasing, but so have the expectations of retail and corporate consumers who are seeking frictionless, simple and tailored solutions to their issues. It has never been more important for firms to pay attention to the relationships they build with their customers through their practice.
Compiled by our Managing Director of Huntswood Outsourcing, Kirk Croal, this paper will explore the key elements of the outsourcing debate including:
- The current challenges for firms looking for outsourcing partners
- Considerations that should be made when thinking about how an outsourcing arrangement may impact upon CX
- The benefits of outsourcing when it comes to CX
There’s everything to play for, with genuine challenges and considerations that should not be ignored when looking to engage an outsourcing partner.