TELUS International, a customer experience innovator that designs, builds and delivers next-generation digital solutions for global brands, today announced it was recognized in Gartner’s annual Market Guide for Customer Management BPO Service Providers1, which states, “This market guide provides insight to the evolving customer management BPO services market and reviews key service providers managing marketing, sales and customer service processes. Sourcing, procurement and vendor management leaders should use it to identify providers that align to business needs.”
Key findings according to Gartner include, “Buyers are increasingly focused on ROI derived from consistent delivery of customer experience (CX) as a key differentiator, especially customer journeys and customer engagement life cycles. This strategy is far more customer-centric than the former input-based metrics (e.g., average handle time). Also, it is aligned to key business goals such as customer retention.”
“The pronounced shift in consumer behavior to digital channels has driven va corresponding rise in demand for bots, automation, omnichannel, and self-serve options as brands strive to meet their customers’ more complex requirements that include a desire for effortless and personalized experiences,” said Jeff Puritt, President and CEO, TELUS International. “In our opinion, being acknowledged in the Gartner Market Guide for Customer Management BPO Service Providers validates the strength of our digital CX solutions portfolio, and we believe that in combination with our highly-engaged global team, we are well-positioned to create high-touch, digital-first customer journeys that develop authentic long-term connections with brands.”
1Gartner “Market Guide for Customer Management BPO Service Providers,” Jaideep Thyagarajan, TJ Singh, Deborah Alvord, July 2, 2020.
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