Tag: customer experience management

Outsource contact center solutions with RBO

…The false economy of improving contact center solutions with transactional outsourcing Matt Nyren, Ubiquity Here’s an uncomfortable truth to face—your outsourcing plan may be getting in the way of your desired outsourcing outcome. Your plan probably aims for long-term growth via a promising list of metrics. That’s good. But a great plan also identifies and […]

Why static CX playbooks are no match for fintech disruptors

…As a growing fintech—an ambitious, disruptive, irreverent company looking to fundamentally change the game for the better—you need more than a dusty playbook to drive customer satisfaction and retention. By Corey Besaw, Ubiquity As established brick-and-mortar banks left themselves exposed through unwieldy digital customer experiences, fintechs have seized the opportunity to differentiate through outstanding CX. […]