2021 Customer centricity outsourcing Personalization 
ShepHyken
OCTOBER 26, 2020
Each week I read a number of customer service and customer experience articles from various resources. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants.
Anexa BPO
DECEMBER 13, 2021
We are also seeing innovation inside the telco industry – companies are moving into user-friendly, customer-centric models while offering new products and services such as device insurance combined with a new phone. By allowing customers the ability to resolve issues independently instead of waiting for a company rep, everyone wins.
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Anexa BPO
SEPTEMBER 5, 2021
Ecommerce took centre stage, and those drastic innovations, along with the need for businesses to duplicate in-person shopping experiences as part of their customer experience, have created a new normal in consumerism. So how can a BPO / outsourcing company like Anexa impact your company’s ability to harness this potential?
Anexa BPO
OCTOBER 15, 2021
Now that many of the customer interactions have become ‘transactional’, either as a result of self-serve, automation or touch technology, it has never been more important that when customers do speak to someone, the exchange is personal, personable and connective. Yes, when it comes to CX, we know our stuff.
Anexa BPO
OCTOBER 1, 2021
2021 ecommerce trends reflect a consumer society that is forever changed. In the months following the onset of COVID-19 in March 2020, consumer shopping behavior underwent a radical shift that forged new systems, shopping platforms, customer expectations and buying patterns. Click, click, buy. Work from home became the new normal.
Anexa BPO
AUGUST 28, 2023
The service recovery paradox refers to an occurrence in which a customer who has experienced an issue with a product or service and subsequently has that issue resolved in a successful and personal way, becomes an even more loyal customer. Our customer-centric strategy is simple.
Anexa BPO
APRIL 14, 2023
Additionally, it’s critically important to remember that individual customers are just that: individuals. They are not created equal, and many factors need to be taken into account when personalizing the customer experience and identifying your audience. Yes, when it comes to CX, we know our stuff.
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