Articles & Papers
Outsourcing & Offshoring - a Times supplement
The Times have just produced an Outsourcing & Offshoring supplement and Vertex have written a specific piece on ‘Transforming the Customer Experience.’
How the world of outsourcing is evolving to not only deliver efficient operations, but also to focus on truly mutual beneficial outcomes for both the outsourcer and the outsourcing organisation
Almost since its inception, business process and customer management outsourcing has been seen by many as a way of driving down cost by handing over an operation to an organisation that can deliver a lower cost solution because of their scale or geographical location.
Whilst this type of client-supplier relationship undoubtedly has a role to play in the 21st Century, many organisations now fi nd that traditional outsourcing cannot deliver the transformational change in customer experience that their customer base is demanding.
However, with customer experience becoming a competitive differentiator, a partnership outsourcing model is evolving which enables organisations to truly leverage the benefits of outsourcing and, at the same time, enhance and transform their customer experience.
You can read the full article here on page five.
