Retail and Consumer Packaged Goods

Do You Have The Right ‘Transformational’ CX Partner?

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Author(s)

Mike Withey

Corporate Senior Vice President, WNS

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Key Points

In collaboration with The Retailer

Customer Experience (CX) continues to be a winning differentiator for retail brands that are striving to satiate the huge appetite for digital and omni-channel experiences. However, they are being held back by traditional CX operating models, which have not kept pace with rapidly evolving customer expectations. This has also brought existing CX supplier relationships into sharp focus.

In an era where hyper-personalization and contextualization have become central to retail customer experiences, collaboration with the right next-gen CX partner is critical. What are then the key characteristics of an ideal transformational CX partner?

Featured in the Spring 2022 Edition of BRC’s magazine The Retailer, this article outlines four attributes that are the hallmark of an agile and future-ready CX partner. An ally with these capabilities can go beyond service-level agreements to deliver superior resolutions, higher customer satisfaction and improved cost-to-serve outcomes.

There has been a remarkable shift in customer experience. It is thus imperative for retail companies to have a robust partner ecosystem that fosters collaboration, innovation and predictively acts on emerging customer needs to co-create success.