Customer experience management has evolved dramatically in recent years. Enterprise clients used to select third-party outsourcers because they offered to handle customer care more cheaply than the service could be done in-house. It was “your mess for less.”
In today’s market, customers expect more. If businesses continue operating as they once did, many face obsolescence. According to a recent survey of 4,410 CEOs around the world conducted by the professional services firm PwC, 40% said their “business will no longer be viable in ten years if it continues on its current course.”
