Customers today are more conscious of their rights than ever before. They demand more so that the customer service they receive is optimized precisely to their needs. Customer Experience (CX) is a high priority for 75% of global businesses, technology professionals, and their organizations.1 A new generation of consumers demands modern CX to cover these needs through frictionless, personalized, and efficient experiences across all touchpoints. This blog will examine modern CX demands, how contact centers can navigate the challenges, and how modern CX strategies like AI and omnichannel exp ..read more

A skilled and trained workforce is the cornerstone of every successful business. Companies are investing significant resources in training their workforce to meet the requirements and challenges prevailing in their work environment. However, training programs often struggle to achieve their objectives. They cannot add value to their workforce’s existing skill sets, resulting in a negligible measurable impact on the business performance of the training program. Only one-quarter of a recent McKinsey survey respondents said their training programs measurably improved business performance.1 Prem ..read more

The US Health Insurers Customer Experience Index Rankings, 2024 paint a bleak picture of the health sector struggling to keep up with other sectors regarding Customer Experience (CX) and Digital Maturity. Unfortunately, this is not a one-off occurrence. This is the second time since 2021 that the industry average rating has shown a significant statistical decline, with nearly one-third of the industry earning a poor rating. Ten brands, including some industry heavyweights, scored their lowest ratings in the last five years.1 Even though a recent Forrester Research report highlights that US c ..read more

The US Health Insurers Customer Experience Index Rankings, 2024 paint a bleak picture of the health sector struggling to keep up with other sectors regarding Customer Experience (CX) and Digital Maturity. Unfortunately, this is not a one-off occurrence. This is the second time since 2021 that the industry average rating has shown a significant statistical decline, with nearly one-third of the industry earning a poor rating. Ten brands, including some industry heavyweights, scored their lowest ratings in the last five years.1 Even though a recent Forrester Research report highlights that US c ..read more

Industry leaders from across the contact center landscape gathered for NECCF Forum 2024. The event was a vibrant forum for learning, exchanging, and shaping the future of Customer Experience. Premier BPO was excited to participate as an expert solutions provider, actively participating in the discussions and showcasing expertise in AI-powered CX solutions. A Full Day of Future-Focused Discussions This year’s NECCF program agenda focused on defining the “contact center of tomorrow.” Experts shared the powerful confluence of AI, data analysis, and automation to create extraordinary customer e ..read more

As per Premier BPO’s insights from the Forrester report, the consumer perception of CX quality is significantly declining, especially regarding effectiveness, ease, and emotional connection.1 The CX downfall is a significant challenge for C-suite leaders, who believe investing heavily in AI across virtually every stage of the customer journey can improve CX quality. One of the underlying reasons for the CX downfall has been the underwhelming experiences offered by AI-driven solutions. This blog will look at companies’ mistakes while implementing consumer chatbots and how best to address thos ..read more

Have you noticed a shift in customer interactions lately, especially those received through the various digital platforms? A recent Forrester report reveals a concerning trend regarding the Customer Experience (CX) quality for US brands, falling for the third year and sitting at its lowest point since the inception of the CX index in 2016.1 The CX downfall is a significant challenge for C-suite leaders, who must prioritize customer focus and identify areas of improvement. Premier BPO’s analysis of Forrester’s 2024 US CX Index has garnered valuable insights that executives can leverage to tr ..read more

Customer Experience (CX) quality is in freefall in the US; a recent Forrester Research report highlights that US consumers’ perception of CX quality has fallen for the third year and sits at its lowest point since the inception of the CX index in 2016.1 The CX downfall is a significant challenge for C-suite leaders, who must prioritize customer focus and identify areas of improvement. The report discusses critical factors contributing to this precipitous three-year drop in the index, including brands’ inability to offer seamless customer and employee experiences, underwhelming digital experi ..read more

The ongoing digital transformation is continuously reshaping how businesses adapt to the power of innovation, including expanding their digital footprint. One of the key transformations that is shaping the way businesses operate is mobility. It presents a significant shift for enterprise IT looking to drive significant business and employee performance enhancements. This necessitates using mobile devices, which increasingly makes managing IT assets difficult, especially for mid-market businesses. Many people mix work and personal tasks throughout the day, with 72% of fully remote workers and ..read more

Streamline Your Operations by Focusing on Core Processes To gain a competitive advantage, businesses often focus their limited resources on core processes that define their brand identity. Building customer loyalty and driving revenue are vital considerations for any business. So, to fulfill these considerations, companies need to deliver Customer Satisfaction through Customer service excellence. Failure to do so results in customer dissatisfaction, churn, and missed revenue opportunities. While many businesses struggle to achieve CS Excellence internally, leveraging external expertise helps ..read more