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Digital customer experience transformation boosts European outsourcing industry
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 . 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 .
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
IT training launches site to meet needs of new learners
New Horizons IT and Business Training Solutions , a global leading provider of cutting-edge IT training to corporate learners and administrators for 40 years , have launched a new website , which the company said will better meet the needs of today ' s younger IT trainees . The site brings more visual engagement and is easy to use , providing more educational opportunities for the new generation of IT professionals .
Because New Horizons interacts with so many of its learners via the Internet , the website needed to change from an assisted sales model – where a call centre employee would follow up with website visitors to complete the transaction – to a new model that can facilitate userdriven transactions .
" Our 18 – 24-year-old demographic has seen significant growth over the past three years . It is now our fastestgrowing customer segment ," said Dave Saben , Chief Experience Officer , New Horizons .
" Our goal has always been to meet learners on their terms and those terms are changing . Our new mobilefirst , responsive site was specifically designed to appeal to younger learners who demand a seamless experience across all screen sizes ."
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