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It’s a trying time for enterprise leaders responsible for customerexperience (CX). Costs and customer expectations are going upwhile the labor market and budgets remain tight. There’s no relief in sight when it comes to spending. The RyanStrategic Advisory 2024 Front Office CX Omnibus Survey foundthat enterprise customer management leaders will likely beplanning to do more with less for the next 18-24 months. channels. The voice channel remains popular with customers,with Omnibus Survey respondents reporting it as the mostdeployed channel. They also expect the use of voice to grow inthe next year, along with social media, SMS, web chat, voice chat,the metaverse, and other digital and automated channels. Behindthe scenes, they expect the use of cloud-based and generative when it comes to delivering great CX. Back-office, finance,operations, and other teams have a direct impact on overallcustomer satisfaction, yet are rarely factored into the resourcecost of delivering CX. data protection, information security, and business continuity.Outsourcing CX and business process operations offersenterprises a way to make more of their limited budget as it addresses both CX and IT priorities by reducing the burden offinding, hiring, ad retaining the right in-house people. It alsoexpands the expertise available to in-house teams and increasesinnovation. grow, increasing agent attritionmay make it hard to add and usechannels and technologies. Copyright © 2024. All rights reserved. Complete or partial external use or reproduction is strictly forbidden. Myth #2:We’ll Lose Control if We Outsource Myth #1:Outsourcing Costs Too Much This can loom large in executives’ minds, particularly asregulation around customers and their data has expanded.Even the best-known brands are facing massive fines. Amongthe fines imposed for violating the EU’s GDPR regulations inthe last few years were €1.3 billion for Meta1, €746 million for Many enterprises who hold this belief are looking at theshort-term costs of finding and getting up to speed with anoutsourcing partner. This is a natural reaction when budgetsare flat, but it misses the long-term cost advantages of and time costs of having to hire, train, and pay to retaincustomer-facing and back-office staff. It also reduces theneed to take IT time and budget to ensure that the systems things will continue to be done as the enterprise prefers. outsourcing partner with a deep understanding of rules andlaws in all the places the enterprise operates, and a spotlesstrack record for regulatory compliance. It also takes ensuringthat a partner offers the level of transparency, regular level of support and emotional intelligence to the mostcomplex customer situations. from the monetary and time costs ofhaving to hire, train, and pay to retaincustomer-facing and back-office staff. Myth #3:Outsourcing Reduces the Quality of Our CX The people involved in delivering an enterprise’s customerexperience are that brand to the customer. An enterpriseleader may feel like the best representatives of their brandare their own people, and fear that outsourced employeesmay not have the knowledge of the company and itsproducts and services to successfully help customers. In a values the brand reputation as highly as the company itselfdoes. A quality partner doesn’t put just anybody in contactwith customers, they dedicate employees to that specificbrand, make them experts in the company and its products tasks and free up live agents to handle more complexrequests with emotional intelligence and empathy. empathy and compassion to high-value,sensitive customer interactions. Myth #4:Outsourcing Creates Security Issues With cybersecurity breaches and network intrusions makingfrequent headlines, every company is on security alert, whichis reflected in the top IT concern for 2024. In executives’minds, an outsourcer may represent a weak point in thesafety net that the enterprise is trying to create around itsThe world of cybercrime evolves quickly. The World EconomicForum believes, “The landscape of cyber threats will includemore sophisticated artificial intelligence techniques, suchas advanced phishing campaigns and deepfakes, for whichorganizations must prepare.” It predicts that 2024 will see house team lacks, including with AI and other advancedtechnologies, as well as deep company knowledge, withoutthe time to find, hire, and train an in-house employee. It can to security and who makes it integral to their own companyand the clients. Myth #5:We’ll Have to Lay OffOur In-House TeamAnother common misperception is that shifting to anAs part of the Rebadging process, companies can also determine how they would prefer to handle facilitymanagement. They can retain ownership and oversight oftheir existing facility, or choose to transition it to the partneralong with workforce management responsibilities. outsourced model means that in-house teams will need to beeliminated. known as Rebadging. Th