Oriana Ascanio ⚡️💜’s Post

Can you really have it all? Well… it depends- If by “all” you mean equal pay, work/life balance, a career, a family, reliable affordable childcare, your own home and time for yourself then the jury is still out… but that’s a conversation for a different thread. In terms of #CX though, is it *really* possible to have great service while also benefitting from cost efficiencies? Earlier today, I saw this post by Declan Ferguson which got me thinking about this… I really appreciate the point he makes about bringing technology to the table, which can simultaneously enhance the experience while also cutting the cost to serve…. But that is entirely dependant on a company’s ability to source, integrate, deploy and train high tech tools… probably a doddle for the likes of Starling Bank but not an easy task for many others… so how can you have it all? The answer to that question is a lot more straight forward. The truth is that for a long time #outsourcing your #CustomerSupport has afforded big savings for money savvy clients, while also enabling them to benefit from economies of scale and expert advice… the problem traditionally has been measurable and comparable outcomes. Thanks to technology however, tools like deep #analytics mean that as a client you are in full view of results in real time, and if you are a practitioner you can also leverage this technology to really focus your attention and efforts on customer outcomes rather than other metrics. Moreover with the addition of #GenAI we can help our agents better serve your customers, and with technology advancing at the pace it currently is, it won’t be long before the sky literally becomes the limit. So here is another question: 🤨 is it fair (and are you comfortable) putting this kind of deep transformation pressure on your in-house teams? Or could outsourcing some of your CX be the answer? I know I am biased, but I’m also here to tell you that several of our clients made the list below 👇🏼 so what do you think? Can you have it all? Would you *like* to have it all? LMK in the comments ______________________________________ Hi! I’m Ori, a Customer obsessed strategist on a mission to help my clients offer the #CustomerExperience of their dreams! As you can probably tell, I could talk about this stuff for hours, so if you’d like to learn more about the latest trends in the industry, follow me 👉🏼 Oriana Ascanio ⚡️💜 for regular content