Published: 03 May 2023
Economic uncertainty is shaping the agenda of customer service and support leaders, and they’re looking to technology, not outsourcing, to improve customer experience and control costs. Offering managers in CM-BPS firms must expand their offerings to drive the digital outcomes that clients need.
Customer service and support leaders are looking to technology, not outsourcing, as a means of managing economic uncertainty: Only 18% will assess outsourcing options and partnerships in 2023, while 67% reported increased 2023 technology budgets.
Eighty percent of customer service and support leads say digital channel effectiveness is important to achieving their organization’s 2023 goals, but 37% of these respondents rated their organization’s capabilities as only “somewhat effective” or worse.
During discovery and validation of potential services, offering managers in customer management business process services (CM-BPS) must:
Exploit customer service and support leaders’ intended technology spend by aligning the
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