MCI’s Post

CX and Research Expert Market Force Information Acquired by CX BPO Powerhouse MCI in Landmark Deal MIAMI BEACH, Fla., March 25, 2024 (GLOBE NEWSWIRE) -- MCI announces the acquisition of Atlanta, GA based Market Force Information LLC. Market Force Information is a leading Customer Experience (CX) company specializing in solutions to enhance customer experience for businesses through a variety of digital and onsite Customer Experience (CX) services such as customer feedback surveys, mystery shopping, operational audits, and competitive benchmarking to help businesses understand their customers’ needs and preferences better. Market Force Information, along with its Knowledge Force Software-as-a-Service (SaaS) analytics and case management suite, operates across the globe with a presence in the United States, Canada, and the United Kingdom (UK). In addition, Market Force provides digital and voice call center services, tech-support, customer service, customer survey solutions, employee satisfaction/engagement programs, complaint resolution services, social media management/monitoring, and SG&A support services. Market Force services are available with or without its industry leading SaaS Platform Knowledge Force. This advanced platform leverages data science and Artificial Intelligence (AI) to deliver actionable insights from enterprise data & market research. Predictive models inform brands of the specific actions designed to drive growth and profitability, taking the guess work out elevating customer experience. Anthony Marlowe, CEO of MCI commented, “We loved the Market Force suite of services and their approach to business improvement via market research, data collection, and tech-enabled business services. It was an easy decision for us to acquire 100% of the equity and assets.” Dr. Phil Doriot, EVP Market Force Information commented, “As a result of partnering with MCI, we now have one of the most differentiated and complimentary modern CX BPO mid-market conglomerates in world. The team at Market Force and I, are thrilled to be part of MCI and to co-lead CX innovation. The combined capabilities are highly unique." Marlowe further said, “I am not sure I’m aware of another mid-market company with the analytics, AI/automation, BPO, and CX capabilities as comprehensive as MCI, with all our subsidiaries that can move as quickly, have the flexibility, and come with an extraordinary price advantage.” The addition of Market Force further bolster MCI’s capabilities and differentiation for new and existing customers. More ---> #AI #Acquisition #Data #MarketResearch #CX #BPO #Polling #Analytics #CustomerExperience #MarketForce #KnowledgeForce #MCI #SaaS https://lnkd.in/e_Jsn_St

I was fortunate to be invited to this year's Retail Symposium, hosted by Customer Experience Foundation. It was one of the most informative events I've attended. The most striking success stories were shared by retail brands who've blended machine learning with human ingenuity to craft faster, more accurate, more personalised and smoother customer experiences across channels. I left, increasingly convinced, that digital assistants, co-pilots and bots are as valuable an asset to a high-calibre CX Agent as ears, a voice and empathy. HGS - Hinduja Global Solutions was recently applauded by Gartner (ranking us a #BPO Magic Quadrant Leader), for our "capability to deploy AI-enabled self-service". If an AI-accelerated CX is part of your vision for excellence, let's talk about real use cases delivered through AI for HGS clients. #CX, #intelligentautomation @grahamswain, @matthewhanley, @khevirjettoo, @anilnair

With all the focus on CX, don't forget the importance of good ole customer SERVICE. To deliver it, many of you are using contact centres (remember when we called them "Call Centres"??). There, good service is characterized by - the ease of resolving issues - the accessibility of information - the integration of communication channels so that every interaction contributes to a cohesive resolution process. Expectations have elevated. Customers don't just want solutions. They want personalized understanding and engagement. We've all heard, "Your call is being recorded for quality purposes" but what the hell happens with those recordings?? How are they used? Well, AI has just joined the chat: "Conversational intelligence enables organizations to understand the multiple reasons behind a customer’s call, which in turn helps in resolving issues more effectively and proactively sharing information across the organization to prevent future frustrations." Lotta good stuff here. And if you need help, just reach out to @Wilma Chan and her colleagues at IntouchCX. They're revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands.

🚀 Revolutionize Your Customer Service with Customer Experience Automation! 🤖 Want to boost customer loyalty and cut costs? Customer Experience Automation (CXA) is THE solution! 💡 Here's why you need to adopt it: ✅ Increased customer satisfaction ✅ Improved operational efficiency ✅ 24/7 personalized interactions ✅ Real-time data analysis Don't fall behind! Discover how CXA can transform your business. 💼 Ready to deliver exceptional customer experience? https://lnkd.in/ey6H9NdZ #CustomerExperience #CXAutomation #BusinessInnovation #AI #CustomerFirst

With all the focus on CX, don't forget the importance of good ole customer SERVICE. To deliver it, many of you are using contact centres (remember when we called them "Call Centres"??). There, good service is characterized by - the ease of resolving issues - the accessibility of information - the integration of communication channels so that every interaction contributes to a cohesive resolution process. Expectations have elevated. Customers don't just want solutions. They want personalized understanding and engagement. We've all heard, "Your call is being recorded for quality purposes" but what the hell happens with those recordings?? How are they used? Well, AI has just joined the chat: "Conversational intelligence enables organizations to understand the multiple reasons behind a customer’s call, which in turn helps in resolving issues more effectively and proactively sharing information across the organization to prevent future frustrations." Lotta good stuff here. And if you need help, just reach out to @Wilma Chan and her colleagues at IntouchCX. They're revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands.

Customer service can never be an afterthought. Gartner finds that 80% of organizations today are relying on it to stand out from the competition — and today’s customers themselves are making it clear that they prioritize stellar service and customized experiences to stay loyal. We owe those customers more than the bare minimum. Excellent CS starts with going above and beyond, understanding exactly what target customers and clients want from the services they receive (and how we’re uniquely positioned to offer them). Meeting those shifting demands will be no easy task. This year, it’s clear that personalization is a priority, offering experiences that not only deliver the intended product or service, but cater to specific situations without compromising quality. As Brad Birnbaum points out here, tech such as AI will make this easier than ever, allowing us to pinpoint these trends and expectations and prepare far ahead of time. Let’s discuss: what other customer trends have you noticed in 2024? What solutions can we pursue to meet those trends? #CustomerService #CX #CustomerExperience #CustomerTrends 

We are happy to announce that IntouchCX has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report. This is the first time IntouchCX has participated in the NelsonHall NEAT assessment. The report evaluates companies in their ability to deliver immediate benefit and meet client future requirements in CX transformation services, best overall performance, and those with specific capabilities in CX. “Immersion is key to partnering with our clients to develop roadmaps and solutions that truly provide long-term value,” said Mitul Kotecha, Co-CEO at IntouchCX. “Our 360-degree perspective, which includes both creating proprietary technology and leveraging tech partnerships, allows us to bring people, automation, and AI together and deliver exceptional customer experience.” NelsonHall defines Leaders as companies who exhibit a high capability to deliver immediate CX capabilities and meet future client requirements, relative to their peers. IntouchCX was recognized as leaders in all four categories assessed: Overall Performance, CX improvement, cost optimization, and revenue generation. “CX innovation has become a core need for enterprises to achieve further performance improvements and ultimately market differentiation,” said Ivan Kotzev, Lead CX Services Analyst at NelsonHall. “IntouchCX is answering this client expectation with a strong innovation framework, including democratized, bottom-up ideation, dedicated technology practice, and an ecosystem of partners across employee well-being, trust and safety, and AI development.” In the report, NelsonHall outlines IntouchCX’s strengths as: - Strong innovation framework with an ecosystem of partners across the areas of employee well-being, trust and safety, and AI development. - Robust democratized CX innovation with a framework and dedicated implementation map via business strategic sprints. - Advanced agent augmentation platform with implementations of agent assist, copilots, and automation across verticals and use cases. - Strong trust and safety practice with scale, specialized services, and a sizable client portfolio. - Strong diverse client portfolio in high-growth verticals (including gaming, health tech, and shared economy) in various lifecycle stages, from disruptive startups to scaled operations. “We strive to be the partner of choice in our industry by enhancing the CX journey through our innovation framework, strategic solutions, proprietary automation, and technology partnerships,” said Shane Kozlowich, Co-CEO at IntouchCX. “To be recognized again as a leader in delivering best in class CX reinforces our continued path to success.” To visit the full NelsonHall CX Services Transformation NEAT Matrix 2024, click here: https://lnkd.in/expGCMxP

Excellent customer experience (#CX) fosters long-term customer loyalty while having a measurable effect on the bottom line. And, as #NTT’s 2023 Global Customer Experience Report shows, it has become a priority for C-suite executives, accompanied by investment in technologies that support their CX strategy. Of the CEOs we interviewed, 92% agree that CX improvements will directly affect their net profit, and 95% of organizations already have a specific C-suite executive responsible for CX – up from 75% in 2021. What are the top performers doing? Find out in this NTT Ltd. article: https://lnkd.in/g8ii_RD8

I was thrilled to have the opportunity to host Richard Smullen, Founder and CEO of Pypestream, on CXO Spice. Our conversation revolved around the era of self-service and the transformative impact of Pypestream's innovative solutions.   Here are some key takeaways from our conversation:   ⭐️ Richard emphasized the colossal scale of the call center industry, which currently stands at a staggering $300 billion, handling a whopping 5 billion calls annually. He predicts that self-service solutions like Pypestream could potentially evolve into a $20-50 billion business within the next 2-3 years. This highlights the pivotal role they play in the digital self-service era, offering a promising solution to reduce costs and enhance customer experiences. ⭐️ Forward-thinking businesses are harnessing conversational self-service to both elevate customer experiences and achieve significant cost efficiencies. Success stories like Try West and partnerships with restaurants underscore the profound impact of implementing digital self-service solutions in the realm of customer care. ⭐️ Pypestream's well-designed and robust self-service solution is a game-changer. It not only improves customer engagement but also fosters brand loyalty and optimizes performance. It provides invaluable insights from customer interactions, enabling businesses to make data-driven decisions. ⭐️ Leveraging digital self-service isn't just about enhancing customer retention and revenue; it's also a strategic advantage for businesses. Pypestream's clients have experienced remarkable success, with an impressive 90% success rate for seven consecutive quarters and an average cost savings of $10 million.   Pypestream is at the forefront of self-service automation, reshaping the way businesses engage with their customers in our fast-paced world. Today's consumers expect swift and convenient assistance around the clock, and Pypestream has redefined digital self-service to not only be effective but also enjoyable. Their cutting-edge engagement interface, known as the Pype, empowers customers to take any action they need through their preferred channels, anytime and anywhere. Leveraging advanced AI technologies, including OpenAI's GPT and Google's PaLM, and seamless integration with backend systems, the Pype delivers hyper-personalized experiences, ensuring customers receive top-notch service 24/7.  Pypestream is setting the new standard for cost-effective, customer-centric self-service solutions. Learn more about Pypestream: https://bit.ly/3SmZHkO Watch #CXOSpice here: https://lnkd.in/gk3nQbr9 Subscribe to #CXOSpice Newsletter ( https://lnkd.in/gBpfAfxt.) for the latest trends and industry insights. #AI #GenAI #CustomerExperience #SelfService #FinTech

Data-Driven CX: Turning Insights into Action In the world of customer experience (CX), data is the compass that guides us to better decision-making. Over the past 20 years, leveraging data has been a game-changer, enabling us to understand our customers deeply, identify pain points, and drive meaningful improvements. 📊✨ Here’s how harnessing the power of data has transformed our CX strategies: 1. Predicting Customer Needs and Behaviors 🔮 By analyzing customer data, we can anticipate their needs and preferences. This proactive approach allows us to tailor our services, offer personalized experiences, and exceed customer expectations. For instance, using predictive analytics, we identified patterns that helped us reduce call abandonment rates by 50%. 2. Identifying and Addressing Pain Points 🚨 Data reveals where customers face challenges, enabling us to take targeted actions. By closely monitoring feedback and interaction data, we pinpointed areas of friction and implemented solutions that significantly improved our NPS by 28% and CSAT by 22%. 3. Measuring the Impact of Initiatives 📈 Data-driven decision-making involves continuous measurement and analysis. By tracking key performance indicators (KPIs) such as customer satisfaction, resolution times, and service quality, we ensure that our initiatives are effective and adjust strategies as needed. This approach led to a $1.5M operational savings and a 25% reduction in cost per contact. 4. Enhancing Operational Efficiency ⚙️ Operational efficiency is critical in delivering superior CX. By leveraging data to streamline processes and optimize resources, we achieved substantial improvements in service delivery. Data insights helped us secure a $5M investment in new customer service technology, enhancing our capabilities and efficiency. 5. Driving Continuous Improvement 🛠️ The journey of CX excellence is ongoing. By maintaining a data-driven culture, we foster continuous improvement. Regularly reviewing customer feedback and performance metrics allows us to implement quick wins and long-term strategies, ensuring we stay ahead of customer needs and industry trends. 6. Empowering Teams with Data 📊 Equipping our teams with the right data tools and insights empowers them to make informed decisions. Training employees to interpret and use data in their daily operations enhances their ability to provide exceptional customer service. Results That Speak Volumes 🗣️ One of our proudest achievements was recovering $12M in postage refunds, driven by meticulous data analysis and strategic action. This success story underscores the transformative power of data in driving business outcomes and customer satisfaction. In today’s competitive landscape, data is not just a tool – it’s a strategic asset. Embrace data-driven decision-making, and watch your customer experience thrive. #DataAnalytics #CustomerExperience #CX #DataDriven #Leadership #Innovation #ContinuousImprovement