In today’s fast-paced digital landscape, delivering exceptional customer experience (CX) is crucial for maintaining competitive advantage. Leveraging managed services provides businesses with the expertise and agility needed to optimize their CX strategies, ensuring higher customer satisfaction, improved operational efficiency, and enhanced brand loyalty. With the right managed services partner, companies can transform CX into a key differentiator that drives growth and success across all customer touchpoints.
Optimize CX with Managed Services
Once you’ve improved your servicing capability with CX technology, you’ll probably start thinking very differently about your typical post-implementation support approach. Especially if you want to ensure you maximize your ROI and maintain a superior and differentiated client servicing model.
If you’re noticing the growing need for managed services, you’re not alone. The sheer variety and depth of today’s cloud based CX technology choices can make it difficult to establish a cost-efficient and effective in-house IT support approach. Especially when CX crosses several different technology areas.
It’s tough for in-house IT organizations to diversify the skills required and keep pace with the current speed of technological change. Further complicating matters is the day-to-day management of operational support, as well as continuous improvement requirements from multiple stakeholders within the business.
The Benefits of Follow-the-sun Support
A 24-hour support day, as well as holidays and weekends, can burn out an IT team quickly on just maintaining operations. This is without adding in enhancements and new strategic projects which keep the business competitive in a changing market.
Today’s managed services are tailored to achieve the right balance between external expert assistance, to help you maximize your technology investment, and internal relief for day-to-day operational support and care.
A good managed service strategy will enable your organization to accelerate the adoption of new technology solutions and capabilities available out there, while avoiding challenges commonly associated with its deployment.
Organizational Agility with Talent as a Service (TaaS)
Unfortunately, some organizations still view managed services as a break/fix support channel. However, mainstream cloud adoption means managed service providers have moved on.
Amongst other services, providers now offer strategic directional support, proof-of-concept build-out, vendor selection and innovation lab support. These are ideal for organizations that require concrete evidence and data before investing in transformative change to their processes.
Technical agility has evolved too. ‘Agile’ is no longer a word applied to just software development. Managed services enables businesses to become more agile by accessing Talent as a Service (TaaS). This is a viable and attractive pathway to optimize CX.
For example, we experienced a situation where an organization was resisting modifying workflows across the business. The roadblock was always ‘security’. One group of stakeholders were hindering business progress – making it necessary to prove or disprove their objections.
In this case, utilizing a managed services team setup, and a ‘sandbox’ proof-of-concept system, it was possible to demonstrate compliance, security, and the controlled information flow. Thus, overcoming the security roadblock that was holding the business back from achieving its strategic objectives.
How to Optimize CX
In conclusion, optimizing customer experience is no longer a luxury but a necessity for businesses aiming to thrive in a competitive market. Managed services offer the expertise, scalability, and technology needed to enhance CX, driving long-term customer loyalty and operational efficiency.
By partnering with a trusted provider, companies can focus on core objectives while ensuring that their CX strategies remain adaptive and innovative. Invest in managed services today to unlock your business’s full potential and deliver an exceptional customer journey that sets you apart from the competition.
Harness these skills to your post-implementation support model and you’ll soon see how your organization can thrive in the rapidly changing world of customer experience. Enjoying the competitive advantages of the very latest technologies, without being overwhelmed by additional and very specific CX support and maintenance challenges.
Contact Miratech to find out more.
