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.

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.

Is Your Contact Center Engine Purring?

Published: May 11, 2023

iCXeed is a business process innovator specializing in turnkey contact center service delivery and digital CX journey orchestration. Operating across the Philippines, our experts uniquely go beyond just delivering good customer service, demonstrating a culture of learning, professional development, process improvement, and innovation. Our combination of top-tier talent and next-generation technology with a digital-first mindset yields our clients significant savings and ROI which distinguishes us significantly from traditional service providers. With iCXeed, you get higher value without asking for it - and we think that is the sign of a well-oiled contact center engine operating at peak performance.

Omni-Channel Customer Experience: Streamlining Interactions Across All Channels

Published: March 20, 2023 by Dan Fresco

iCXeed understands that customers are tired of restating their concerns on multiple communication channels. Our experts specialize in orchestrating and optimizing Omni channel experiences, ensuring a smooth multi-channel journey for your customers. We build teams of CX experts who bring care to the customer, develop their skills and digital mindset, and improve technology performance. Learn more about the Benefits of an Omni-channel Approach

How an Innovation-Led, Digital-First Customer Service Model Can Bring Back Trust and Delight Customers

Published: January 24, 2023 by Arthur Nowak

Are you not getting the value you want out of your contact center?  Does it just seem like the cost of service continues to increase and you need to find ways to optimize? 
Your customers want less service. And it is also something you want – to do more with less!  

9 CX Trends to Watch in 2023

Published: January 11, 2023 by Arthur Nowak

As we look ahead to 2023, here are 9 customer experience trends we believe are worth watching that will enable more efficient and improved customer experiences in today's modern digital world.

Includes a downloadable one-pager for easy reference.