What Your CX Outsourcing Partner Should Tell You, But Won’t, and Why

Are you seeking fresh perspectives and alternative approaches to customer experience? We believe that traditional BPO partners may not be entirely focused on the total customer experience, which should encompass far more than the common performance indicators of CSAT, AHT, FCR, and NPS. It’s time to think like a business process innovator and view your contact centre with a digital-first customer experience lens.

Ask Our Founders: Where Are We Located in the Philippines?

Published: August 25, 2023

Post pandemic work dynamics have permanently shifted.  Our operating model reflects this shift and embraces flexibility.   We offer a mix of hybrid and fully office-based services.  We tailor our model to match the needs of our clients and to attract the best experts across the Philippine archipelago.  Learn how we maximize engagement, learning, and innovation with our experts regardless of physical location.

Empowering Experts: How Next-Generation Digital Skills Improve Customer Experience and Eliminate the Need for Service  

Published: July 10, 2023 by Arthur Nowak

In today's digital era, businesses face the challenge of leveraging technology to enhance customer experiences. However, the scarcity of trained talent who understand both customers and technology hinder progress. At iCXeed, we empower contact center experts with next-generation digital skills, enabling them to optimize customer interactions and deliver exceptional experiences. Our cognitive CX approach combines advanced technologies like AI, automation, and omnichannel orchestration to eliminate service needs and reduce resolution time. Discover how our digitally skilled experts are shaping the future of customer experience and staying ahead in today's competitive landscape.

Why We Need to Rethink Contact Centre Work: Addressing Customer Needs and Employee Experience in the Digital Age

Published: June 26, 2023 by Rain Abueg

In today's digital age, contact centers face challenges due to evolving customer expectations and technological advancements. To succeed, organizations must prioritize customer needs and employee experience. Embracing innovative strategies, digital communication channels, automation, and AI technologies is crucial. By utilizing data analytics, contact centers can personalize interactions, anticipate customer needs, and optimize satisfaction. iCXeed, with its business process innovation model, enhances customer experiences, streamlines operations, and shifts from failure demand support to value generation. This digital transformation improves customer satisfaction, drives business growth, and enhances employee well-being.

Ask Our Founders: Advice to Companies Looking to Improve Their Customer Experience (CX)

Published: June 25, 2023

Our co-founders, Arthur Nowak and Ryan Rayner, share their advice to companies looking to improve their customer experiences. Expectations of service success in the digital age require a fresher and more holistic perspective. Learn about what this means from our industry experts.

The Evolving Role of the Contact Center Employee in the Age of AI

Published: May 30, 2023 by Arthur Nowak

Artificial intelligence (AI) has revolutionized customer interactions in contact centers, empowering businesses to handle higher volumes of inquiries while delivering personalized and responsive experiences. With AI-powered chatbots, virtual assistants, and automation, contact centers can optimize efficiency by automating routine tasks and providing immediate responses to customers. Furthermore, AI enables personalization by analyzing customer data and tailoring interactions accordingly, fostering emotional connections and driving customer loyalty. Despite challenges related to accuracy, trust, and ethics, businesses can overcome them by leveraging the oversight and support of contact center employees. As AI continues to evolve, the role of contact center employees will play a crucial part in maintaining seamless interactions and meeting evolving customer needs.