The Philippines, renowned as a global contact centre hub, is experiencing heightened pressure on the global stage, leading to intensified competition within the country. Smaller BPOs are driving larger players to innovate, requiring a stronger focus on empowering customer experience (CX) teams, and enhancing employee experience (EX) in organisations in the Philippines.
As the Philippines expands its global footprint, organisations must embrace progressive approaches to outpace rivals in the CX sector.
These priorities can be achieved through a robust data strategy that empowers CX teams and contact centres to glean actionable insights.
Here are 5 ways organisations in the Philippines can achieve their CX objectives.
Download ‘Securing the CX Edge: 5 Strategies for Organisations in the Philippines’ as a PDF.
#1 Modernise Voice and Omnichannel Orchestration
Ensuring that all channels are connected and integrated at the core is critical in delivering omnichannel experiences. Organisations must ensure that the conversation can be continued seamlessly irrespective of the channel the customer chooses, without losing the context.
Voice must be integrated within the omnichannel strategy. Even with the rise of digital and self-service, voice remains crucial, especially for understanding complex inquiries and providing an alternative when customers face persistent challenges on other channels.
Transition from a siloed view of channels to a unified and integrated approach.
#2 Empower CX Teams with Actionable Customer Data
An Intelligent Data Hub aggregates, integrates, and organises customer data across multiple data sources and channels and eliminates the siloed approach to collecting and analysing customer data.
Drive accurate and proactive conversations with your customers through a unified customer data platform.
- Unifies user history across channels into a single customer view.
- Enables the delivery of an omnichannel experience.
- Identifies behavioural trends by understanding patterns to personalise interactions.
- Spots real-time customer issues across channels.
- Uncovers compliance gaps and missed sales opportunities from unstructured data.
- Looks at customer journeys to proactively address their needs.
#3 Transform CX & EX with AI/Automation
AI and automation should be the cornerstone of an organisation’s CX efforts to positively impact both customers and employees.
Evaluate all aspects of AI/automation to enhance both customer and employee experience.
- Predictive AI algorithms analyse customer data to forecast trends and optimise resource allocation.
- AI-driven identity validation reduces fraud risk.
- Agent Assist Solutions offer real-time insights to agents, enhancing service delivery and efficiency.
- GenAI integration automates post-call activities, allowing agents to focus on high-value tasks.
#4 Augment Existing Systems for Success
Many organisations face challenges in fully modernising legacy systems and reducing reliance on multiple tech providers.
CX transformation while managing multiple disparate systems will require a platform that integrates desired capabilities for holistic CX and EX experiences.
A unified platform streamlines application management, ensuring cohesion, unified KPIs, enhanced security, simplified maintenance, and single sign-on for agents. This approach offers consistent experiences across channels and early issue detection, eliminating the need to navigate multiple applications or projects.
Capabilities that a platform should have:
- Programmable APIs to deliver messages across preferred social and messaging channels.
- Modernisation of outdated IVRs with self-service automation.
- Transformation of static mobile apps into engaging experience tools.
- Fraud prevention across channels through immediate phone number verification APIs.
#5 Focus on Proactive CX
In the new CX economy, organisations must meet customers on their terms, proactively engaging them before they initiate interactions. This requires a re-evaluation of all aspects of CX delivery.
- Redefine the Contact Centre. Transforming it into an “Intelligent” Data Hub providing unified and connected experiences; leveraging intelligent APIs to proactively manage customer interactions seamlessly across journeys.
- Reimagine the Agent’s Role. Empowering agents to be AI-powered brand ambassadors, with access to prior and real-time interactions, instant decision-making abilities, and data-led knowledge bases.
- Redesign the Channel and Brand Experience. Ensuring consistent omnichannel experiences through unified and coherent data; using programmable APIs to personalise conversations and discern customer preferences for real-time or asynchronous messaging; integrating innovative technologies like video to enrich the channel experience.
Customer teams in Singapore face a complex challenge. Organisations recognise the significance of a distinctive customer experience (CX) and adaptability to market shifts in a competitive landscape. They also prioritise enhancing employee experience (EX) and reducing costs. Balancing these priorities requires recalibrating across people, processes, and technologies.
This underscores the pivotal role of data in CX transformation. When CX teams and contact centres prioritise data in all their initiatives, they gain deep insights into customer journeys, facilitating proactive service delivery, enhancing self-service mechanisms, and fostering genuine innovation in customer engagement.
Here are 5 ways organisations in Singapore can achieve these business objectives.
Download ‘5 Ways to Succeed in Singapore’s Competitive Battle to Win Customer Hearts’ as a PDF.
#1 Build a Strategy around Voice & Omnichannel Orchestration
Customers seek flexibility to choose channels that suit their preferences, often switching between them. When channels are well-coordinated, customers enjoy consistent experiences, and CX teams and contact centre agents gain real-time insights into interactions, regardless of the chosen channel. This boosts key metrics like First Call Resolution (FCR) and reduces Average Handle Time (AHT).
This doesn’t diminish the significance of voice. Voice remains crucial, especially for understanding complex inquiries and providing an alternative when customers face persistent challenges on other channels. Regardless of the channel chosen, prioritising omnichannel orchestration is essential.
Ensure seamless orchestration from voice to back and front offices, including social channels, as customers switch between channels.
#2 Unify Customer Data through an Intelligent Data Hub
Accessing real-time, accurate data is essential for effective customer and agent engagement. However, organisations often face challenges with data silos and lack of interconnected data, hindering omnichannel experiences.
A Customer Data Platform (CDP) can eliminate data silos and provide actionable insights.
- Identify behavioural trends by understanding patterns to personalise interactions.
- Spot real-time customer issues across channels.
- Uncover compliance gaps and missed sales opportunities from unstructured data.
- Look at customer journeys to proactively address their needs and exceed expectations.
#3 Transform CX & EX with AI
GenAI and Large Language Models (LLMs) is revolutionising how brands address customer and employee challenges, boosting efficiency, and enhancing service quality.
Despite 62% of Singapore organisations investing in virtual assistants/conversational AI, many have yet to integrate emerging technologies to elevate their CX & EX capabilities.
Agent Assist solutions provide real-time insights before customer interactions, optimising service delivery and saving time. With GenAI, they can automate mundane tasks like call summaries, freeing agents to focus on high-value tasks such as sales collaboration, proactive feedback management, personalised outbound calls, and upskilling.
Going beyond chatbots and Agent Assist solutions, predictive AI algorithms leverage customer data to forecast trends and optimise resource allocation. AI-driven identity validation swiftly confirms customer identities, mitigating fraud risks.
#4 Augment Existing Systems for Success
Despite the rise in digital interactions, many organisations struggle to fully modernise their legacy systems.
For those managing multiple disparate systems yet aiming to lead in CX transformation, a platform that integrates desired capabilities for holistic CX and EX experiences is vital.
A unified platform streamlines application management, ensuring cohesion, unified KPIs, enhanced security, simplified maintenance, and single sign-on for agents. This approach offers consistent experiences across channels and early issue detection, eliminating the need to navigate multiple applications or projects.
Capabilities that a platform should have:
- Programmable APIs to deliver messages across preferred social and messaging channels.
- Modernisation of outdated IVRs with self-service automation.
- Transformation of static mobile apps into engaging experience tools.
- Fraud prevention across channels through immediate phone number verification APIs.
#5 Focus on Proactive CX
In the new CX economy, organisations must meet customers on their terms, proactively engaging them before they initiate interactions. This will require organisations to re-evaluate all aspects of their CX delivery.
- Redefine the Contact Centre. Transform it into an “Intelligent” Data Hub providing unified and connected experiences. Leverage intelligent APIs to proactively manage customer interactions seamlessly across journeys.
- Reimagine the Agent’s Role. Empower agents to be AI-powered brand ambassadors, with access to prior and real-time interactions, instant decision-making abilities, and data-led knowledge bases.
- Redesign the Channel and Brand Experience. Ensure consistent omnichannel experiences through data unification and coherency. Use programmable APIs to personalise conversations and identify customer preferences for real-time or asynchronous messaging. Incorporate innovative technologies such as video to enhance the channel experience.