Points of View

Put Culture and Talent at the Heart of Your CX Partnering Strategy

Jul 26, 2019 Melissa O'Brien


Competing priorities, culture, and talent are the biggest inhibitors to achieving customer-centricity among the Global 2000 (see Exhibit 1). Your partner strategy must include selecting a provider that is focused on talent and culture if customer experience is an initiative at your company. The leading customer engagement service providers are no longer just taking calls and answering emails; they are also helping to design the CX strategy at top global brands, using analytics to gain insight into their clients’ customer expectations and operations, and helping customers to implement intelligent automation that complements how customer service agents do their jobs. This change in client expectations means providers need to be on top of their game when it comes to attracting, developing, and retaining the best talent in the market and cultivating a customer-focused culture to be able to deliver on these services.



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