The demands of customers in the hospitality industry are constantly evolving. Leading companies are pivoting to new AI technology and the expertise of business process outsourcers (BPO) to elevate their customer experience (CX). Working with a BPO - adopting cutting edge technology - such as AI-powered solutions - and leveraging nearshore and offshore options can ensure the ever-changing needs of the customer are served with agility and innovation. This ongoing assessment enables companies to manage change effectively, leverage new technologies and optimize processes to deliver exceptional CX at every touchpoint.

In this session, we will discuss the strategic decision process and successful rebadging of our internal customer support team, in partnership with a BPO, to revolutionize our customer service model. We will delve into our specific efforts to monetize customer support for franchisees and manage ongoing change. Attendees will gain insights into how offering nearshore and offshore solutions alongside the adoption of innovative technologies streamlined our escalations, and supported complex contacts, while driving meaningful, incremental cost savings. The session will highlight the transition from a full in-house call center to an award-winning CX model, the role of AI and automation in improving efficiencies, the exceptional increase in key performance indicators across the board as a result of this engagement, and more.

Takeaway

Attendees will:

-Gain an understanding of how continuous assessment of outsourcing strategies enables companies to adapt to changing customer needs

-Gather insights into how leveraging various business process outsourcing solutions, combined with cutting-edge AI technologies, can streamline processes and boost customer satisfaction

-Learn the best practices to follow during the transition when migrating from an in-house call center model and rebadging internal customer support teams