Best practice guide

Disruptor unleashed: How CX powers hyper-growth

You’re an innovator, a disruptor — shaking up the market and changing the game. Your company is growing fast, and so is the number of customers for your products and services. As customer service increasingly becomes a differentiator for brands and influences purchase decisions, are you ready to scale your CX to match your growth? In this guide, we break down the actions you can take to offer your customers a disrupting CX that makes the difference.

In today’s fast-paced world, companies need to keep up with ever-changing consumer needs. According to recent Accenture research, 64% of consumers wish companies would respond faster to meet their changing needs, and 88% of executives think their customers are changing faster than their businesses can keep up.1

Your company is booming, attracting tons of customers. But remember, acquiring and retaining them depends not only on the products and services you offer but also on the customer experience (CX) that goes along with it. In fact, the customer experience you provide to consumers should be unique to you — and, if done correctly, is something that can further set you apart and help your company grow.

This best practice guide covers what you need to know about creating and scaling your CX as your company grows. Learn how CX fuels growth and actions to exceed expectations.

In this best practice guide

1. Scaling & nailing your CX

Give your consumers all the attention and assistance they require to turn them into loyal customers. Easier said than done? Operational processes, talent acquisition, regulatory requirements… find out how outsourcing your customer experience helps face all these challenges.

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2. Strengthen your brand & win customers

The value of a great customer experience can’t be overstated: almost eight in 10 customers would stop doing business with a brand if the CX was poor. Find out how an outstanding CX can create a positive brand image, increase customer loyalty — and your bottom line.

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3. The omnichannel & data advantage

Customers are using more than one channel. Learn how to integrate your customers’ preferred (digital) channels and make sure they connect seamlessly. Find out how to leverage data to really get to know your customers and harness these insights to fine-tune your business strategy.

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4. Excellent CX needs the human touch

Human connection remains the most important element of an outstanding customer experience. Learn more about how to empower your agents and why culture and technology are key to a positive employee experience.

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5. Expert CX by CX experts

Focus on the core business you’re an expert in and leave the customer experience to experts. Choose a partner that’s well versed in all the aspects of excellent CX — people, process and technology.

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1 Accenture, “The human paradox: From customer centricity to life centricity,” accenture.com.

Best practice guide: Disruptor unleashed: How CX powers hyper-growth

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