Blending technology with the human touch: CxOutsourcers 2022
September 15, 2022

Employee experience and buyer pain points highlighted at CxOutsourcers

Employee happiness, recruitment and the buyer journey were all key highlights on the second day of the CxOutsourcers conference in Las Vegas.

Successfully engaging employees is vital for enterprises because effective communication from the C-suite to employees results in higher employee productivity. Companies that invest in the employee experience grow 4-times faster said Anne Bibb, founder and CEO of Remote Evolution. Effective support, though, involves several elements. Companies must develop an internal communication strategy, and they need to calibrate strategies to employees in different age groups. Gen Z employees want different things from those who are Millennials, for instance. And work-from-home employees require different support mechanisms.

“Communication is not one-size-fits-all,” Bibb said: “You must know your audience to have the desired impact, especially in today’s world and with a global company.” This is why it is so important for company executives to be available to their employees and get to know them. By doing so, it helps a company to develop an impactful internal communication strategy that will ensure its message is reaching the entire organization, Bibb noted.

CEO at ProjectSpace and co-founder StaffingExpert, Indu Badlani stressed the importance of human resources and recruiting for effective employee happiness and retention. Efficient recruiting that includes a warm and personal touch helps define the employee experience, Badlani said. If recruitment is done well, employees can start work faster. And, critically, they are more likely to stay on the job.

In the Philippines, 47% of the workforce are Millennials, a demographic reality that demands tailored recruitment strategies. Badlani encouraged companies to “Build a company culture that is built around adaptability and collaboration—this will bring you the talent your business needs to thrive.”

She cited research that highlighted the employee experience as a key retention factor, and it begins as early as the recruitment process. “Build the experience for your employees, they are just as valuable as your customers,” Badlani said.

In addition to the employee experience, experts at CxOutsourcers offered deep insights on hybrid working, 24-century skills, and effective strategies for cultivating talent.   

Wiktor Doktór founder and CEO of Pro Progessio and Nadia Pace, founder and director of Nadia-Pace.com, talked about the challenges of the BPO CX sector and the skills sought by the industry. CX C-Level managers have indicated that they will place more focus on inter-channel flexibility and the ability to seamlessly integrate different channels when managing talent. This includes relatively new social media platforms and those that will come next.

Doktór and Pace said that some of future skills in CX BPO will include more technical skills, soft skills, empathy, and the ability to manage remote, multicultural teams in disparate nearshore and offshore locations.

Buyer pain points

Although it is clear where value can be derived for CX delivery, buyers still struggle to source a provider that understand their needs and objectives. This was one of the key pain points raised in the presentation by Mark Angus, founding partner of GBS.World, and the panel of business buyers David Powers, Linda Chando, Mike Havard and Tom Loberto.

In research conducted by Genesis GBS with buyers registered on GBS.World, approximately 56% of buyers indicate that they struggle to shortlist the right/best fit provider, taking as long as 1 to 3 months to select an appropriate provider.

Insufficient research or market intelligence (60%), accessing unbiased profiles and surveys on service providers (47%) and understanding the best/right nearshore or offshore locations (44%) are other pain points plaguing buyers in their sourcing journey.

The panel echoed some of these pain points indicating that providers who do not have any understanding of their needs as a buyer is a major pain point. Oftentimes, they embellish or exaggerate the services they can offer. As a result, buyers have a lack of trust in what outsourced providers say they can do or deliver.

Collectively, the panel implored providers to stop talking about culture-fit and focus on the cost performance and real value they can deliver as an organization. Vertical industry knowledge and domain specialization is also extremely important when buyers look for a right-fit provider.

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