Gartner Research

How to Optimize Customer Experience and Enhance Competitive Advantage With CM BPO Services

Published: 21 July 2017

ID: G00316373

Analyst(s): TJ Singh


Managing CM BPO service outcomes is complex and requires alignment with key business goals. Sourcing and vendor management leaders should use this document to develop a comprehensive differentiated customer experience strategy for their BPO services to help optimize cost and business outcomes.

Table Of Contents
  • Key Challenges



  • Periodically Evaluate Key Metrics Used for Customer Management Business Process Services and Realign Them to Business Objectives
  • Develop CM Process Strategies Composed of Digital Services, BPaaS, Automation and Advanced Analytics Services to Address Growing User Demand and Expectations
  • Develop Key Metrics That Address and Measure Business Outcomes
  • Develop a Governance Framework — A Systematic Approach to Managing Your BPO Service Providers

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