CX Industry Council Report for Banking, Financial Services & Insurance (BFSI) Sector Historically, studies have shown that there is no such thing as loyalty in the world of financial services. However, these trends are now beginning to change. In the wake of the pandemic, effects are still being felt all across the financial services sector. Customers are changing their behaviour as their banking and insurance require change. For our first CFXO Industry Council for the BFSI sector, we invited key players in the financial services sector to come together and discuss the current challenges the industry is facing and how best to mitigate these.

CX has been at the forefront of the Retail industry for decades and forms one of the most intrinsic aspects of retail operations. But with the worsening financial crisis in the UK and inflation rates at their highest levels for decades, how does CX fit in during these times of difficulty? We invited leading Retail brands to our Autumn 2022 Industry Council for the Retail Sector to discuss the hot topics and challenges the sector faces.

CXFO Foundation Partner, Ventrica, has done a series of short guides looking at the challenges of handling peak demand and each of the possible solutions in depth.

At our Autumn 2022 BPO & Outsourcers Industry Council, attendees discussed outsourcing operations in the UK and what this means for solutions providers and clients, revealed the best strategies for outsourcing proposals, and compared the benefits of onshore versus offshore initiatives. Remote working environments were also a hot topic of debate. This report highlights the main points of discussion that emerged during the event, as well as the attendees’ opinions, and a summary of the outcomes of the session.

The contact centre sits at the heart of many organisations CX strategies. Cloud-based solutions offer many advantages: commercial flexibility, access to more innovative functionality to enable automation, key data insights and more. However, preparation is key – transformation is complex because it involves transferring and optimizing ongoing operations, existing workflows and contact flows. Download the Atos Unify Whitepaper. It provides important steps and checklists to help assess your readiness and prepare to transform.

This new report from CXFO Foundation Partner, CCI Global, provides an overview on the topic of ‘Untapped Talent Pools’ in Africa – a quick read, the report gets straight into some of the key benefits of outsourcing within the region.

If we’ve learned anything from the past two years, it’s that nothing stays the same. As new technology comes online, and customers’ attitudes and needs evolve, your CX must change too. In this white paper from CXFO Foundation Partner, Ventrica, you can find out where CX is at today, and how changes in customer behaviour give us clues to what the CX of tomorrow will look like. Download the report to find out more.

We have grown up in a post-industrial revolution model where we can measure everything, produce widgets, deliver just in time, and with a presenteeism model in place, often with a parent-child culture lurking in plain sight. In this report we have highlighted the key points which were discussed during the roundtable event, as well as any outcomes which have followed.

Electric vehicle uptake has been slower than expected since the world’s leading manufacturers introduced ranges of fully electric and hybrid models. Higher upfront costs when compared to traditionally fuelled vehicles and concerns about the fragmented network of charging infrastructure has suppressed consumer demand. In this report from CXFO Foundation Partners Arvato, we hear from four leading experts in the UK’s automotive industry with their insight on the challenges businesses across the industry are facing, the opportunities presented by the growth in adoption levels and what the shift to electrification will mean for customer experience. Download the report to find out more.

For our Inaugural CXFO Industry Council for the BPO and Outsourcing sector, we invited leading organisations to come together for the first time, to discuss these challenges and how the industry and those within it can best position itself to meet them. These insights and sharing of best practice will help to change the future of delivery in the sector for all stakeholders. In the report we have highlighted the key topics which were discussed during the roundtable event and the thoughts of the attendees, as well as any outcomes which have followed. Download the report to find out more.