On November 15, Everest Group hosted a 60-minute webinar titled, Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience?
Pinnacle Enterprises™ have achieved 2.4X improvement in customer satisfaction, through their CCO provider engagements, compared to other enterprises. In the webinar, we discussed Pinnacle – or best-in-class – strategies for leveraging their CCO relationships to drive better business outcomes. By expanding scope of traditional CCO relationship into broader Customer Experience Management (CXM) services, Pinnacle Enterprises™ have transformed it into a strategic differentiator rather than a cost center. This webinar provides insights into the leading CXM models, practices, and capabilities that contribute most to business impact, based on our Pinnacle Model peer research.
Questions addressed:
How do Pinnacle Enterprises leverage Contact Center Outsourcing (CCO) to drive a better customer experience, and what uptick in business impact do they realize?
What key practices and capabilities do Pinnacle Enterprises deploy to realize higher business impact?
How do Pinnacle Enterprises’ expectations of, and engagement with, CCO providers differ from other enterprises, and how is that improving results?
