Moving Beyond the Contact Center Model
We believe that Simplr’s inclusion as an Honorable Mention in the 2022 Gartner® Magic Quadrant™ for Customer Service BPO reflects the trend of enterprises shifting away from traditional outsourcing models. Companies are increasingly looking for CX solutions that are less rigid and generate more revenue than legacy contact centers.
What is NOW CX?
NOW CX is a new and different approach to exceeding the needs of the NOW Customer by empowering your organization to eradicate neglect, convert shoppers into buyers, and turn every customer into a five-star fan. The NOW CX model intelligently blends the best of humans and technology, enabling brands to give consumers an always-on, always-personal experience, whenever and wherever they want to engage.
Customer Experience for the NOW CX Era
Customer experience is in the crosshairs of change. We’ve entered the on-demand NOW era, where consumers expect brands to respond to their needs instantly and with a personal touch. When companies fail (or even struggle) to meet these expectations, their customers feel neglected—a substantial challenge that can cost those companies millions (even billions) but will often go undetected until it’s almost too late to solve.
The unfortunate truth is that most organizations are barely getting by, trying to make the best of an outmoded customer experience model that simply was not made for this modern era, modern customers, and their modern demands. The system within which you’re forced to work is, simply put, not up to the task.
Enterprise companies that make the shift from the traditional model to NOW CX go from:
- Constant resource planning to being always prepared
- Costly compromises to customer-first decisions
- Deflecting to engaging
- Neglected customers to VIPS and fans
- Cost center to revenue driver
A NOW CX approach to business intelligence will take you beyond basic measures of efficiency and customer satisfaction to true business insights so that you can proactively enhance your customer experience and maximize every revenue opportunity.
To read more about the NOW CX movement, check out Experience is Everything by Simplr CEO Eng Tan and CMO Daniel Rodriguez.
Gartner, “Magic Quadrant for Customer Service BPO,” Deborah Alvord, Kathy Ross, Mark Dauigoy, Uma Challa, March 28, 2022.
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