Customer Experience Consulting Solutions

(CX, UX, UI)

Customer experience is a critical differentiator. 
We help you innovate and deliver better experiences so you can thrive.
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Top Story

AI Contact Center Transformation: How and Why Now?

The contact center industry today is almost unrecognizable from its early days nearly 40 years ago.

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Modernize Your Customer Experience

COVID-19 forced everybody to start thinking about curbside pickup: a backend process. Most of the spend on CX we are seeing at the moment are moving away from front end and toward connecting front end to mid office to back office. ISG can help you solve for your biggest questions: 

  • What's the kind of inventory we need to have for curbside pickups? 
  • How much can we predict in advance? 
  • Do we have the right stuff in your inventory? 
  • Do we need a new place to store things? 

Then there’s ecommerce. To be successful, you need to connect customer experience with agent experience with employee experience – and the ecommerce trail has to be robust across all three. Find out how ISG can assess, design, source and optimize your ecommerce and customer experience journey.

Strategic Contact Center Transformation

The secret to better customer experience is turning the contact center into more than an issue center. The contact center must become a key order center with the right strategic footprint, supportive partners and smart technology.

You need the right-sized contact center for economic and staffing efficiencies, the right blend of at-home, part-time and offshore support, and the right risk profile. The goal is to make the contact center a valuable part of the customer journey. 

ISG can help you achieve flexibility, workload balancing, business continuity and competitive advantage. We will help you choose the right partners to improve processes, drive operational efficiencies and reduce costs.

In-house vs. Outsourced Contact Centers

For smaller contact centers, outsourcing can help standardize processes, access the latest technology, and integrate multiple customer service representative groups. For larger contact centers, an outsourced model can increase global delivery capabilities, improve cost efficiencies, expand scalability and ensure agility. 

Whether you need help with video and concierge services, connected CRM, or IVR and connected data, ISG can help.

Hosted, hybrid, onshore, offshore. How would the right model work for you?

Featured Event

Xperience Summit (San Francisco)

Today, customers expect a more seamless, more digital & more personalized experience. Do you have what it takes?

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Meet our team


Contact our Customer Experience Team