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.

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 the digital age, contact centers grapple with changing customer expectations and tech advances. Success requires prioritizing both customer and employee experiences and adopting digital channels, automation, and AI. Through data analytics, centers can personalize and elevate interactions. iCXeed's model focuses on improving experiences, streamlining operations, and shifting towards value generation, fostering satisfaction, business growth, and 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

AI has transformed contact centers, enabling them to handle more inquiries and deliver personalized experiences. With tools like chatbots and automation, routine tasks are streamlined, and customers receive instant responses. AI's data analysis fosters tailored interactions and loyalty. While there are concerns about accuracy and ethics, contact center employees' oversight ensures smooth interactions. As AI grows, the role of these employees remains pivotal in meeting changing customer demands.

Is Your Contact Center Engine Purring?

Published: May 11, 2023

iCXeed, a leader in contact center services and digital CX orchestration in the Philippines, stands out with a focus on learning, professional growth, and innovation. Merging top talent with cutting-edge technology, we offer clients notable savings and ROI, differentiating us from typical providers. With iCXeed, you receive unmatched value, signifying a top-performing contact center.

Omni-Channel Customer Experience: Streamlining Interactions Across All Channels

Published: March 20, 2023 by Dan Fresco

iCXeed recognizes customers' frustration with repeating concerns across channels. We excel in creating seamless omni-channel journeys. Our CX teams focus on customer care, skill development, and enhancing tech performance. Discover the advantages of an omni-channel approach.

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