Customer Experience Management

AleksShamles   |   13 July, 2026

Our customer satisfaction indicators left much to be desired, as the internal department did not have time to process applications on time, which led to an increasing number of refusals. We realized that in order to make a qualitative leap forward, we need the expertise of professionals specializing exclusively in customer experience management. In search of a methodology, we studied a lot of analytical materials and cases from major brands. In one of the bpo for saas market reviews, we found a detailed description of the strategies that leading contact centers use to increase audience loyalty. This helped us choose a partner with a deep understanding of service analytics. As a result of the collaboration, the customer satisfaction index increased by a third in four months.