BPO iCXeed Launches Portfolio of CX Management Services

While many companies rely on business process outsourcers to enhance their customer care, it’s often only a single element of the process. Because the process is (by definition) carried on offsite, there is frequently a lack of integration between BPO services and in-house customer care functions. In recent years, some business process outsourcers have added functionality to their portfolios to become more of a one-stop-shop that can be easily integrated with a company’s customer experience activities.

Singapore-based iCXeed is one of the companies launching value-demand services that combine automation and artificial intelligence (AI) enabled technologies with what it calls “unleashed CX,” so client companies can better differentiate themselves. The company announced its new slate of customer experience management services, noting that it is looking to challenge the norms of traditional business process outsourcing.

"We're disrupting the service industry with a different lens on the customer experience," said Ryan Rayner, Founder and Chief Customer Accelerator at iCXeed. "We see it as a totality of all experiences a customer has with a brand, not just their service experience in the contact center. We are bringing a differentiated value proposition for our clients to Delight, Protect, Attract and Engage with existing customers and new prospects so we can transform their overall brand experience."

The company notes that it differentiates itself using a gamified engagement culture that enables a digital-first approach to all of its clients’ omnichannel requirements. Embedded in iCXeed's operational cadence includes customer friction optimization and journey mapping, no-added cost automation, and a true mobile work-from-anywhere environment. The goal is to unleash the next generation of talent, providing flexibility to work independently in completing individual tasks and coming together to collaborate and innovate, a market first.

iCXeed points out that it’s unique in not charging professional service fees for value-add capabilities and that it’s “just simply the right thing to do” for businesses and their customers.

"Our investment in technology not only supports eliminating tedious tasks for our experts to focus on value creation but builds an environment that inspires them to grow professionally, thrive personally, and find a higher purpose than traditional contact center roles may offer,” said Arthur Nowak, Founder and CEO of iCXeed. “Our experts build digital skills that future-proof their careers for the next decade and beyond."

Edited by Erik Linask

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