Recently had the privilege of working on a Generative-AI + CX outsourcing project with a rapidly growing Travel & Hospitality brand. Our partnership, designed as a "champion challenger," aims to replace an underperforming BPO and help this brand transform customer support by introducing technology that automates processes, streamlines operations, and most importantly, empowers frontline agents to deliver exceptional service through AI-Copilot Agent Assist.
Navigating the plethora of AI tools in the CX marketplace today can be overwhelming and time-consuming. The new CX leadership at this organization was so consumed with managing the day-to-day operations of their underperforming partner that they needed our help to proactively partner with them during the sales process and provide additional resources—time, expertise, and financial support—to facilitate a smooth and successful transition.
One challenge we faced was that our client had inherited a BPO that offered extremely low rates to secure the deal. This forced us to think creatively about how to help our prospects sell the champion challenger model internally to their finance team. Understandably, their finance team questioned, "That's great that you want to try a new partner, but what makes you think the outcome will be any different?"
Simply promising "we'll bring AI" wasn't sufficient to justify a champion challenger model of this scale. This is why committing to performance and financial metrics was crucial. Flexibility and buy-in from my team (thank you, leaders!) was key. We continuously adapted and iterated, ultimately designing an end-to-end CX transformation partnership across sales and support on two continents. We are implementing Sanctioned-Generative AI (thank you Netomi AI) and providing CX Advisory and Insights with Cheryll Tantoy Aganda's team.
If you're currently exploring new outsourcing partnerships or interested in "Champion-Challenger" possibilities, I would love to speak with you and see how we can help.
