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Customer Experience Is Now Defining Corporate Strategy the other day was an article that asked the question ‘should you outsource your contact center?’


Customer Experience Is Now Defining Corporate Strategy the other day was an article that asked the question ‘should you outsource your contact center?’

So many of these arguments are from so far in the past that I can’t believe we are still having this type of debate in January 2016.

To be fair, the article itself is three years old, but there are many similar arguments made in the business press and blogs today. I think that there are some important aspects of this debate around outsourcing that cannot be ignored today.

First is the importance of partnership. Outsourcing is no longer just about a client buying services from a supplier. The poor supplier would respond to a Request For Proposal and compete on price with many other suppliers, trying to keep the powerful client happy. That’s not how it works today.

Suppliers usually have expertise that the client needs. The best corporate relationships come from working together as partners rather than considering one side to be weak and the other strong. True strength comes from crafting a deal that means both companies achieve success if the service is delivered well.

Secondly, I think that in 2016 the customer journey has changed so much that it is very hard for a large company to offer a great customer experience without working with a specialist. The question is no longer, should you be outsourcing your customer service, it is more like ‘can you afford to not work with a CX specialist?’

24/7 service across multiple communication channels and tight integration into supply chains – you can no longer consider that serving customers is just about managing a call center. The interaction with customers is now where the real relationships are developed meaning that other parts of your business, such as marketing and sales, should be getting far more familiar with the customer service team.

It’s time to move on from the strategies of the past decade and to explore how the customer experience is really defining business strategy today and in the years ahead. Customer Experience Is Now Defining Corporate Strategy.

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