How to Deliver Exceptional Customer Experience in Challenging Times

Delivering exceptional customer experience is essential for business growth, and it can be
challenging in 2023 due to rising costs and labour supply issues. However, these challenges also
present opportunities for better customer experiences. Positive CX can help drive retention and
earn brand loyalty, making it a crucial factor outside of price and product. Businesses can work
with customer service experts or upskill and redeploy internal resources to deliver industry-leading CX.
Outsourcing customer service channel management is an option for businesses that lack
expertise in customer service practices while insourcing works for companies with strong CX as
their core competency. Working with a digitally mature contact centre outsourcer is essential
for delivering best-in-class CX. Agreeing on deliverables and metrics to be reviewed periodically
can help businesses get the most out of their contact centre supplier.
Best-in-class CX can be achieved through various channels, such as self-service platforms, in-store customer experience, mobile apps, and proactive approaches to customer reviews. To
achieve best-in-class CX, businesses must identify their competitors' customer service

performance and beat them with performance metrics such as CSAT score and average time to answer. Customer surveys can also identify if customers are particularly impressed with CX over other elements like products and speed of e-commerce fulfilment.

Read more on our full article published in Business Reporter.