CRS Las Vegas - A focus on CX and Outsourcing

I’m looking forward to the Customer Response Summit (CRS) Las Vegas on Feb-6-8. The events hosted by Execs in The Know are always a great event to learn from peers inside the customer experience (CX) industry – or as they put it on the agenda ‘leaders learning from leaders’.

Teleperformance is hosting the welcome reception, but once the event gets going the following day I’m going to be chairing a panel session on the business strategies and best practices for designing customer experience delivery using a partner-enabled model. With a view forward, the panel will also explore a vision of outsourcing for the future and what brands and their partners need to be planning for. My panel is packed with talent, including Melissa O’Keefe, the global head of customer experience at Redbubble, Janet Bailey, VP of sales and customer care at Harry & David, and Carol Brolley, President of operations, global business services at UPS.

We know that leveraging a partner has given brands the opportunity to scale, manage their cost, and enhance their customer experience on a global basis. These companies turn to partners for a variety of reasons and have utilized the business model very differently. In my opinion this is more important than ever in 2017 for several reasons:

  • The Customer Journey is changing rapidly; the days are long gone when customers learned about products from adverts and only contacted customer service after a purchase. Now there is an extremely complex (and non linear) journey involving a constant dialog between customers and brands, and amongst customers. Throw in the multitude of interaction channels that are available today. Add the availability and access to information. 
  • Looking Ahead; CX is changing rapidly as customer expectations are redefined by the changing customer journey. Customer service experts can put resource into research asking questions such as how will customers use Virtual Reality for service requests in future – but that kind of future insight is tough for internal teams to explore.
  • CX is the CEO priority; while managing all this dramatic change in technology, process, and customer expectations there has been a shift in the strategic importance of CX. It’s likely that this is the number one priority of your CEO today. How can you ensure that you are really managing the needs of today and the potential needs of tomorrow?

 I hope you can join us at the Customer Response Summit Las Vegas. It will be held at the ARIA Resort & Casino from February 6-8, 2017, and you’ll have the opportunity to see speakers from Hilton Worldwide, Williams-Sonoma Inc, Sony Computer Entertainment America LLC, BaubleBar, LinkedIn, Amazon, Barnes and Noble, YouTube, UPS, lululemon and more!

Photo by William Beem licensed under Creative Commons.