Thursday, June 12, 2025

[BLOG] Debunking the Top Omnichannel CX Misconceptions

Date Posted:
19 May 2023

Originally posted in: 
• https://vxi.com/insights/debunking-the-top-omnichannel-cx-misconceptions/

It’s been over 20 years since the term “omnichannel” was first coined, and despite becoming the buzzword of the century, it’s a capability that most companies have claimed, but very few have achieved.

According to the CX Network, 73% of companies have already invested in omnichannel experiences, but customers have yet to reap the benefits, with only 11% citing their service interactions as excellent.

It begs the question, do companies really understand omnichannel, and more importantly, are they focused on it for the right reasons?

To address these questions, here are the top omnichannel CX misconceptions that business leaders still struggle with today:


Misconception #1: Omnichannel is the same as multichannel

Luckily, we’ve made some headway on this one in recent years, but business leaders are still misusing the term. Conceptually, omnichannel is all about meeting your customer where they are, providing the best possible experience, and ensuring the notes from that experience are readily available to personalize future engagements – regardless of the channel.

Omnichannel does not mean offering your customers help across multiple channels (no matter how positive or consistent the interaction is), it has more to do with making sure those channels are fully integrated so agents can harness meaningful, contextual data to provide frictionless and anticipatory CX.


Misconception #2: Providing all channels is necessary

With more channels, devices, and technology capabilities in play today than ever before, it’s easy to understand why being everywhere all at once in a proactive and personalized manner feels more like science fiction than reality.

The truth is your customers don’t care about having more channels, but 70% of them would pay for a more convenient service experience. In fact, it’s really not about channels at all. It’s about recommending the fastest path to a resolution based on the customer’s issue, reducing their effort, and leveraging data to unlock more value for the customer.

According to Gartner, 20% of the time, customers reach out across multiple channels because they don’t know which service channel will provide the easiest resolution. Today a multichannel contact center with low containment rates results in higher volumes and higher costs. Mapping the customer journey and balancing the need for channel guidance and channel choice is equally as important as ensuring whatever mix of channels you deploy is fully integrated.

Put simply, having more channels (integrated or not) won’t build brand loyalty, but showing up for the right customers in a memorable and meaningful way will.


Misconception #3: Technology is the sole focus of omnichannel

While technology plays a crucial role in omnichannel CX, it’s only part of the equation. Your CRM can’t solve for misaligned processes, a poor understanding of the customer, or a lack of agent training and operational buy-in. It’s only an enabler, and companies have to take a customer and employee-centric approach in the implementation of omnichannel technologies to realize the full potential of their investments.

Patience, ongoing monitoring of customer feedback and behavior, and iterative improvements are essential to achieving long-term success.


Misconception #4: Omnichannel is a one-size fits all solution

It’s also important to note that a proven omnichannel strategy or use case for one organization won’t always translate well to another. Not all channels are needed for every customer or service type, and businesses should tailor their strategy to industry-specific needs (i.e., compliance/regulation), customer preferences, and organizational readiness.

It’s important to take note of your current state and plot out incremental wins, always keeping the customer top of mind. CX leaders need to ask themselves, how will having your channels integrated and capturing customer data benefit the customer? What pain points will this capability be alleviating? For example, an airline passenger can now get a flight notification update across multiple channels simultaneously, but if they can’t call in and speak with a representative who is aware that they’ve tried contacting the airline five times with no resolution – does it even matter?

Omnichannel experiences are complex, but they can be greatly simplified with a solid understanding of the customer and what they care about the most when it comes to closing the CX gap.


Omnichannel CX Tips

For organizations struggling to transition from fragmented multichannel models to true omnichannel experiences – here are a few tips:

• Focus on the cross-channel journeys that are most important to the majority of your consumer base.

• Ensure the experience design and process mapping are done consistently across all channels.

• Prioritize optimizing and automating your knowledge management system, CRM, and agent onboarding experience to set up your frontline for success.

• Help customers move from voice into digital channels from your IVR.

• Leverage AI-powered virtual assistants and chatbots across channels from messaging and social media to IVR and live chat.

• Implementing an omnichannel strategy does not guarantee instant success. It requires careful planning, consistent execution, and continuous optimization. Learn how VXI and our CX Advisory team can assist.


Speak with our domain experts to kickstart your digital journey

At VXI we are passionate about helping our partners rethink, reimagine, and revive traditional customer engagement models. It’s why we offer a team of domain experts who specialize in everything from experience design to digital transformation and program management within the contact center. Our practice leaders are pioneers of the experience economy and have helped leading Fortune 500 brands leverage CX as a competitive advantage and opportunity for ongoing value creation.

Monday, June 2, 2025

[PRESS RELEASE] VXI to Deliver Free COVID-19 Vaccinations to 100% of Its Philippine Employee Base

Date Posted:
15 January 2021

Originally posted in: 
• https://www.prweb.com/releases/vxi-to-deliver-free-covid-19-vaccinations-to-100-of-its-philippine-employee-base-868147312.html
• Various News Sources on the Internet


VXI Global Holdings B.V. Phils., a leader in customer experience (CX) management, today announced its intent to deliver COVID-19 vaccinations free-of-charge to its entire Philippine workforce of 20,000 employees following the vaccine distribution and administration of the government allocation framework and priority guidelines. It is one of the leading companies of the Business Process Outsourcing (BPO) industry which is considered an essential service by the Philippine government during this pandemic.

This program is part of "A Dose of Hope," an innovative trilateral partnership between the Philippine government, British-Swedish science-led biopharmaceutical company AstraZeneca and leading private-sector businesses to address the COVID-19 health crisis. A Memorandum of Agreement (MOA) was signed on January 14, 2021, to secure additional doses of vaccine as the country prepares for its immunization program this year. The program is part of the Philippine government's ambitious mission to vaccinate all 108 million Filipinos.

“We are committed to doing all we can to keep our employees safe and to keep the economy going,” said Jared Morrison, VXI’s Chief Operating Officer. “We’re privileged to take a lead bringing much-needed vaccinations to our employees and to the Philippine people."

"The tripartite agreement states even with the second part, we will be purchasing the vaccines from AstraZeneca and we will be donating 100 percent to the government," said Presidential Adviser for Entrepreneurship and Go Negosyo founder Sec. Joey Concepcion on CNN's the Final Word with Rico Hizon in mid-December 2020. "Part of the tripartite agreement states that 50 percent of the vaccines will be for the use of the donors, their employees, but following the same protocols for the frontliners, as well."

"By partnering with leading private organizations like VXI Global Holdings, we expect to accelerate the vaccine deployment once it is available by end of second to early third quarter this year," added Concepcion. "This initiative represents a meaningful step forward for our country as we prepare for our nationwide immunization programs."

"We are committed to doing all we can to keep our employees safe and to keep the economy going," said Jared Morrison, VXI's Chief Operating Officer. "We're privileged to take a lead bringing much-needed vaccinations to our employees and to the Philippine people. We will make these vaccinations available free to every employee in our Philippine workforce who wants it."

Renowned for its "Passion for People" ethos that emphasizes employee wellness and safety, VXI operates 11 centers in the Philippines. It is a Hall of Fame inductee and three-time winner of the International ICT Awards for "Best Contact Center and BPO Company."

VXI ordered 80,000 doses from AstraZeneca, enough to vaccinate thousands of Filipinos.

About VXI Global Solutions

VXI is a customer experience company, passionate about designing solutions that augment its clients' business processes to deliver higher revenue, greater profitability and happier customers. Founded in 1998, the company has 35,000 employees across 43 locations in North and Latin America, Caribbean, Europe and Asia Pacific.

VXI offers omni-channel customer care and growth services using technology and tools, including purpose-built productivity-enhancing applications that drive higher sales conversion, CSAT, and related key metrics for its clients. Known for its transformation mindset, the company's IT arm, Symbio, offers digital and business transformation solutions that are seeded in its innovation philosophy of co-creation and seamless augmentation. 

[BLOG] Why Diversity Matters

Date Posted:
7 October 2020 
 
Originally Appearing On:
https://vxi.com/insights/why-diversity-matters/
 
The story of diversity in the workplace is the story of how inclusion toiled its way into the hearts and minds of the people. Having a diverse workplace means that a company employs different individuals with varying characteristics, beliefs, and ideas. This also means that the company workforce is employing individuals with varying race, ethnicity, cultural background, age, sexual orientation, religion, languages, education, and skills.
 
Some of the major milestones in diversity include President Harry S. Truman's Executive Order 9981 which made discrimination based on race, color, religion, or natural origin illegal for all members of the armed forces. By 1964, the Civil Rights Act made it illegal for private and public businesses to practice discrimination in their hiring and firing.
 
Aside from improving the company’s brand and status, research suggests that diversity in the workplace leads to higher employee engagement and participation, encourages faster problem resolutions, allows a variety of different ideas and viewpoints, and is helpful for employee retention.
 
Nowadays, a diverse workplace is more than just a term used to impress potential clients. For VXI, it is a way of life—lifeblood that keeps the passion pumping. Every day, VXI ensures that D&I in the workplace is an integral part of our business culture. To ensure success, our plans to drive our diversity initiatives are in place. We are proud of VXI's stand on workplace diversity as the majority of our workforce is made up of people of color.
 
In the United States, more than two-thirds of our workforce identify as people of color. Seven of our US site Directors are minorities. We celebrate this rich diversity and work actively to provide opportunity access and advancement for minorities.
 
At VXI, more than 20 years of this diverse culture has built us into one of the world's most successful customer-care organizations. Learn more about our culture and our Customer-Care Solutions. Talk to us about our Passion for People and our passion for your success.

Sunday, June 1, 2025

[VIDEO CONTENT] A Good Deed on Four Wheels

Date Posted:
8 May 2020

Originally Appearing On:
https://www.facebook.com/share/v/192hdbcAPH/


[PRESS PRELEASE] VXI, largest employer in Davao, opens a 5th site for expansion

Date Posted:
18 October 2022

Originally Appearing On:
https://business.inquirer.net/368492/vxi-largest-employer-in-davao-opens-a-5th-site-for-expansion


Councilor Bernie Al-ag representing Davao City Mayor Sebastian Duterte and VXI senior vice president and county manager Eppie Titong unveils the marker of their 5th site at Davao Finance Center. BING GONZALES

VXI Global Solutions, a leading BPO and CX provider, unveiled its fifth site in Davao City, cementing its current legacy as the largest employer in the region. The company announced the new location at SP Dacudao Loop, Agdao, Davao Park District, which will add to VXI’s over 40 global service locations and generate new job opportunities for citizens in the region.

“We are very proud of our achievements here in Davao,” said Eppie Titong, VXI SVP and Country Manager. “Our standing as the largest employer in this region not only allows us to employ and provide a livelihood to thousands of Davaoeños and their families, but also contribute to the growth and development of the community at large. We cannot wait to grow our team even further with the launch of this new site in Davao Finance Center” 

“We are very proud of our achievements here in Davao,” said Eppie Titong, VXI SVP and Country Manager. “Our standing as the largest employer in this region not only allows us to employ and provide a livelihood to thousands of Davaoeños and their families, but also contribute to the growth and development of the community at large. We cannot wait to grow our team even further with the launch of this new site in Davao Finance Center.” 

The Davao City Investment Promotion Center (DCIPC) has recently recognized VXI Davao for its outstanding contributions to the success of the city’s economic development programs. VXI is currently the largest employer in the region with 7,000+ employees in existing sites at SM Ecoland, Felcris Centrale, Robinsons Cybergate, and Robinsons Cybergate Delta.

“VXI is a great partner to the Davao Government and we’re happy to see their consistent growth throughout the years.” said Mayor Sebastian Duterte. “VXI is one of the first BPO companies who believed in the talent of Davaoenos and we are in full support of their expansion as they showcase local capabilities at the world stage.”

Jared Morrison, VXI Chief Operating Officer (COO) added: “Davao is a key part of our business and we see this region growing even further in the next few years. In our nearly 10 years operating in Davao, the passion of Davaoenos to customer service is something we can truly rely on. We are also very thankful for the support of the local government for allowing us to set up world-class operations in this amazing location.” 

VXI Global Solutions

The opening ceremony of VXI’s fifth site was attended by (from left to right): VXI SVP and Country Manager Eppie Titong; VXI DFC Site Director Kathleen Almonte; VP for Operations Jamie Salazar; VP for Talent Acquisition Debbie Santos; and Davao City Councilor Bernie Al-ag.

The opening ceremony and press conference were graced by Davao City Councilor Bernie Al-ag representing Davao City Mayor Sebastian Duterte. Members of the VXI Executive Team present were VXI SVP and Country Manager Eppie Titong and VP Operations Jamie Salazar.

[PRESS RELEASE] VXI COO Jared Morrison Wins Asia CEO Awards Expatriate Executive of the Year

Date Posted:
27 October 2022

Originally Appearing On:
https://www.prweb.com/releases/vxi-coo-jared-morrison-wins-asia-ceo-awards-expatriate-executive-of-the-year-817812097.html



Jared Morrison, COO of VXI Global Solutions was recognized with the Expatriate Executive of the Year award in the recent 13th Asia CEO Awards last October 11, 2022, at the Manila Marriott Hotel. Over 400 nominations were received and reviewed by PricewaterhouseCoopers (PwC) Philippines for this year's event.

"It's been a real honor and privilege to have a front-row seat to the birth of the industry, the creation of the young middle class of professionals, and the development of an economy," said Morrison in his acceptance speech. "More than that, it's been a privilege to work with many incredible Filipinos over the years."

"Continued investment in infrastructure and the talent in the Philippines, which has a ton of potential, must be continued to be put on the world stage,” he said.

The criteria for judging that Morrison won include Management Achievement, Financial Contribution, Recognition, Pioneering Achievements, Social Commitment, and Cultural Integration.

In a post-event interview, Morrison expressed his viewpoint about the Philippines becoming a premiere destination for global enterprises. "Continued investment in infrastructure and the talent in the Philippines, which has a ton of potential, must be continued to be put on the world stage," he said. 
"Results matter, and as the world sees what's possible from the Philippines, then there will be more investment and opportunities coming to it."

Morrison also provided his best advice for aspiring leaders: "It is not about you; it is about the people that you serve and the people that you lead. Servant leadership is one of the best things that one can learn as a young leader. You are not the boss—you are there to lead, to serve, and to help them become the best version of themselves."

Aside from winning the Expatriate Executive of the Year award, VXI is also in the Circle of Excellence for the following categories: Global Filipino Executive of the Year for SVP and Country Manager Eppie Titong, Executive Leadership Team of the Year, Top Employer of the Year, Service Excellence Company of the Year, and Wellness Company of the Year.

The Asia CEO Awards is the largest business awards event in the Philippines and one of the largest events of its kind in the Asia Pacific region. It brings together the senior leadership of the country to recognize the accomplishments of individuals and organizations that have done the most to develop the economic capacity of the Philippines. Members of the Board of Judges, a group of prominent leaders from the private and public sectors, receive nominations for organizations and people they believe demonstrated outstanding leadership achievement in various awards categories. It also promotes the Philippines as the premier business destination for global enterprises. The event is considered a must-attend occasion for business leaders active across the region. Please visit asia-ceo-awards.org for more information.

About VXI Global Solutions

VXI Global Solutions is a BPO (Business Process Outsourcing) leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. VXI delivers omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands.

VXI is backed by private equity investor Bain Capital and is one of the fastest growing, privately held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

[SHORT STORY] My Mother is Special

Written under the pen name Anne Nona Moustafa


My mom had been drinking for as long as I can remember.

I remember her clutching a bottle of gin every morning before I went to school, and she would be clutching a different bottle as soon as I got home. She would greet me sleepily as she cooked my breakfast and I would find her sleeping on the couch as soon as I came home from school. I never had a single problem with her though; miraculously.

I wish I could say the same about how our neighbors perceived her. I saw people giving me sympathetic looks on my face while whispering with each other behind my back. I could almost hear them say, “Hello, Anne! Are you ok? If you need anything, please come to us.” Then I would feel them talking with each other and say, “There goes that poor child with a drunk mother with nobody to take care of her.”

Let me reiterate one fact: I never had problems with my mother. She took care of me, paid for my school tuition, worked at the local market selling vegetables with blood, sweat, and tears, and came home in time to cook me dinner.

I had a pretty good idea what her problem was: almost every night, she would pull out a shoebox of old family pictures and would look at them lovingly. I would see her smile at some of them as she flicked through the time-worn snapshots.

One particular photo, though, made her cry. She would look at the photo, caress it fondly, and then weep. When I was a little girl, I asked her who the boy was.

"My brother,” she said. “Your uncle. It was only the two of us. He was a tender, sweet little boy.”

“Where is he now?”

“I don’t know. I miss him.”

I never dared ask anything beyond that.

She loved that bottle so much, and I wondered what the odds were of her having some liver disease. I have seen a baby picture of mine where she carried an infant me on her right arm while balancing a glass of clear liquid (which I assumed was not sparkling water) on her left hand.

I calculated. If she had been drinking for as long as I had been aware, that would be 22 years or more. She’s 52 now, and I bet her best-case scenario would be a weak liver. I am not a doctor, so I would not know. All I know is that I am worried enough to care.

I worked at a call center near where we lived, and my work tenure was enough to pay for me and my mom’s HMO. It was time to ask her to get a physical.

It was evening. I waited for her to get home from the market so that I could take her aside and tell her what we needed to do.

The door opened, and she came again with a bottle in her hand. She gave me a loving smile. “You’re still here?” She asked.

“Mom, I just got you signed up for our HMO, finally,” I said with a smile. “Let’s go have ourselves checked.”

“I don’t need that, Hun,” she said drunkenly. “There’s nothing wrong with me.” I looked at her eyes, nearly crossed-eyed. She opened the cabinet to pull out her old photo box again.

“Mom, you have to have yourself checked,” I said. “Honestly, I never saw a day when you never held a bottle in your hand. I just want to know that’s not killing you, and I won’t be burying you this early in my life.”

She looked into my eyes. “You won’t bury me yet,” she said. “There’s absolutely nothing wrong,g and you have to trust me on that. When have I ever let you down?”

I love my mother. I trust her, but she’s the only one I have now.

She agreed, and that next weekend, I had her scheduled for a physical. We spent an entire day at the clinic, my mom breezing through each test with tediousness. They took X-rays and drops of blood from her while I anxiously fiddled with my fingers. 

I prepared myself for the worst. I imagined the doctor telling me that her liver was practically non-existent and that she had mere months to live. I primed myself for a life of solitude; a 22-year-old, heavily built, short little lady with slight pimple scars, living alone in a shack. I never had a boyfriend, and will live the rest of my years alone and forgotten; a grumpy old maid who reeked of soil in a little makeshift house with no food and no family. One day, neighbors will notice a faint odor coming from the house, kicking the door in to find my body in a state of slight decomposition.

Nobody will ever guess what the results of my mom’s tests were.

•    •    •

“For a 52-year-old, she’s quite healthy,” the doctor said. “Honestly, I’ve never seen test results like these before. I could mistake her for a 20-year-old athlete who regularly works out and eats healthy.

Mom looks at me with a wry smile. “See? Nothing wrong.” She stood up from the clinic chair, gave the doctor a wink, and walked out of the office.

I looked at the smiling doctor as he started to file the pieces of my Mom's test results away. "Doctor, wait," I said. "My Mom had been drinking all her life. I don't want to sound grim, but that's unbelievable!"

"I don't say this often to anybody, but your mom's in perfect shape. No heart irregularities, liver's 100% functioning, blood glucose in the normal range. Are you sure that's alcohol your mom's drinking?" He said in partial jest.

We went home with more questions in my mind than ever. Do not get me wrong, I am very happy for my mother, but her case is one for the books. Maybe we could make money by getting interviewed by health magazines so she can share the secret to staying healthy.

That is, if she would only tell anyone what that was.

Life went on then. I went to work by 11 pm and came home around 9 am. Downtown traffic is hell as usual. I came home to her clutching the familiar gin bottle... again, and the usual box of photos that she would lovingly stare at for an hour. 

These people I never knew and met, strange as it may seem. I grew up knowing that it was just me and her. I never asked about who my father was because I never needed to know, and I was never asked or teased about it in school or anywhere. This was my normal.

My mother never had any close friends. Well, not that I knew of. I knew of the nice butcher she worked with in the market, who had his own family, and the boy who carried boxes of goods to and from the delivery truck. There was also that grumpy old lady who took the rent from her. 
My mom is pretty. She was pretty now, and I could see that she was very pretty when she was younger. I am positive that she never had problems with men. She was tall, slim, and had attractive eyes. For someone who was 52 and drank a lot, she sure had a body build athletes would die for.

I was short and pudgy; I surely lost the gene pool sweepstakes.

Finally, of course, the photo of that little boy she would weep over came out. She placed it on the table beside the box and stood up. I was in the other corner of the house.

"I'm all out," she said while waving the empty gin bottle. "I'm just going to get a fresh one from the store. I'll be back."

A few minutes passed, and she’s still not back. I stood up, wondering where she was.

I walked over to the table to look at the box of photos she left lying there. I picked one up and looked at a portrait of a stern-looking old woman. “Grandmother,” I whispered.

I picked up another photo, this time of a young lady with a joyful smile. “Mother,” I said.

I picked up another photo, this time of a woman carrying an infant on her right arm while balancing a glass of clear liquid (which I assumed was not sparkling water) on her left hand. “Me,” I said.

I picked up the photos one by one. Some of these were me in my younger years, the latest of which was taken five years ago during a school program with me dancing.

     I was pulling pictures out of the box so fast that I realized I was nearing the end. How come I never really knew who these people were?

Here was my mother’s life; in a box full of strangers. Somehow, sadly, I knew this was my life too.

At the bottom of the pile was a picture of a strikingly handsome man in a suit. At the lower right corner of the picture were the initials “D.L.” I looked into the photograph further and noticed his hypnotic, piercing black eyes. This photograph was calling to me from some mysterious, otherworldly dimension. I feel the man raising a hand toward me, beckoning me, summoning me to come and join him, wherever that was. I looked into his eyes again, and I saw where he wanted me. He smiled mischievously as his hand continued an inviting motion. Come, it said.

Wherever it was, I felt like going.

•    •    •

Mom swiftly snatched the photo away, and the mesmerizing force that beckoned me vanished in an instant.

“Are you ok?” she asked worriedly. “Why were you looking at these? I’ve explained to you who these people are numerous times!”

“I do not know what came over me,” I explained. “Not this photo, though. Who is that man?”

“Somebody who broke my heart. Nobody important that you need to know,” she exclaimed, as she commenced to put the pictures back into their familiar shoe box.

“Mother, you’re the only one I have, but sometimes I don’t understand you. These old pictures you cry over more than I do. You drink too much, and most of the time, I cannot talk to you properly. I want to talk to you! I want to know that I’m more important than these dead strangers in your photos.”

“How dare you!” She responded, crossed.

I looked at her in spite, struggling to prevent tears from rolling down my cheeks.

Mom covered her mouth and started to cry. She grabbed her bottle and shoebox and darted off into her room.

I raised my hands and just gave up.

I wondered what would happen if I moved out and left my mother. I would rent my own house, and live my own life. Ask friends to come over. Stay up late. Invite men over.

I knew this was not possible. I could never leave my Mom, and that was that.

I never spoke to her for weeks. She tried her best to be cordial, calling me out for lunch and dinner, smiling beguiled, acting concerned, and all that.

I regretted that I even got angry at her for the smallest things; it was childish of me. I had come to a point in my life where I was the one who needed to understand my mother and not the other way around. Sure she drank a lot, but strangely, it did not affect her body at all. This was a good thing!

The first thing I did after coming home from work was buy Tapsilog for our breakfast; I felt we both had had enough of this argument. I had not done this in a long time, and this time I was going to surprise her.

I came home with her lying on the floor with teensy drops of blood coming out of her nose and mouth; she had been coughing up blood. 

Worried, I held her up and told her we were going to the doctor.

“There’s no need!” she said with a smile as she hopelessly wiped the droplets of blood from her nose. “This is nothing. I can handle this.”

“Mom, don’t do this again, please!” I exclaimed. I’m getting you to the doctor right now.”

“No!” she retorted. “You have to trust me. I said I can handle this.” She broke my hold and started to walk over to the cabinet to grab her box full of photographs.

“Mom, what are you doing?” I asked. “Not that, no! We need to go to a doctor,” I said as I tried to take her precious box away from her.

She held the box in her right arm tightly and raised a finger. “Anna, stop. This is where I draw the line. Now leave me alone and let me do my thing. You’re old enough. IT’S TIME YOU SHOULD KNOW.”

Mom grabbed a handful of pictures from the box with a shaky hand and dropped them on the floor. She grabbed another handful and dropped them again until the box was empty, except for another smaller red velvet box.

“Whatever you see now, I hope it never leaves this room. This is for my safety, and most of all, you. I love you so much, dear Anna.” She opened the velvet box slowly to unveil a rock that was as small as my thumbnail, and its glowing brilliance was the brightest in a galaxy of a thousand stars.

“You wanted to know my secret, well, here it is,” she said as she put the stone in her mouth.

She shouted out the name that I had not heard in a long time; the name that people called out when they needed help; the name that villains shrieked out in terror, and the name that I heard in tales of old. It was the name of power. It was the name of a legend.

Blinding flashes of light came over the both of us. Lightning and thunder crashed; storms raged and time stood still for a moment. Smoke rose and a wonderful scent emanated. I was blinded for a moment, but as soon as I was able to see again, there she was.

A beautiful woman stood right in front of me. She had long flowing hair. Bands of gold and steel adorned her wrists. She wore a comfortable armor of crimson that covered her chest adorned with stars from where she came, and most of her beautiful skin was unabashedly bare. A flowing piece of gold cloth was attached from the buckle of her belt down to her knees, and upon her head was a headdress decked with golden wings.

I realized now why she was never sick. All she needed to do was swallow her magical stone and call out her name, and her body regenerated when she turned back to her normal self.

She looked at me with loving eyes; the questions already in my mind had yet again been doubled, and the most important of these would be will my questions finally be answered this time?

I always knew my mother was prettier than I, and now I know more than that. Now I know for sure that my mom truly is someone special.

[BLOG] The dividends of supplier diversity

Date Posted:
15 April 2019

Originally Appearing On:
https://vxi.com/insights/the-dividends-of-supplier-diversity/



Diversity drives dividends - it’s as simple as that. A diverse workforce and inclusive culture are essential to business success, especially in an increasingly global economy. If you are looking to build brand engagement and loyalty, supplier diversity can help you deliver on the promise of who you are and what you represent.

“Developing a diverse workforce and supply chain fosters innovation, creates economic opportunities, provides better access to talent and improves business performance,” said CVS Health President and CEO Larry Merlo in his opening remarks at the 2018 Billion Dollar Roundtable Summit and induction ceremony. “We call it purpose-driven growth. It’s what has led to CVS Health’s success in the past, and it’s what will continue to drive our business in the future.”

Billion Dollar Roundtable is an organization that recognizes and celebrates companies that achieve spending of at least $1 billion with certified diverse suppliers that are primarily minority- or woman-owned. Member companies include CVS, AT&T, NBC Comcast Universal, Apple and Walmart.
Just as a diverse workforce yields countless dividends, so does a robust supplier diversity program. Consider these tangible benefits:

Better ROI

From a financial perspective, a report from the Hackett Group, ROI Related Supplier Diversity, found that companies that participate in a long-term supplier diversity program generate a 133% greater ROI than those companies that use the suppliers they have traditionally relied upon. “On average, supplier diversity programs add $3.6 million to the bottom line for every $1 million in procurement operation costs.”

Lower operating costs and higher profits

Companies in the Hackett Group survey with supplier diversity programs spent an average of 20% less on their buying operations compared to similar companies operating without these programs. These “pro-diversity” organizations also drove an additional $3.6 million to their bottom lines for every $1 million spent in procurement operating costs.

Increased innovation

A Harvard Business review study reported that increased cultural diversity is a boon to innovation, and businesses run by culturally diverse leadership teams were more likely to develop new products than those with homogeneous leadership. As an added twist, a study conducted by Boston Consulting Group (BCG) showed that organizations with more than 20% of women in management positions are likely to see 10% more innovative revenue — revenue driven by radical new products or services– than their less-diverse peers.

Downstream effect

Doing business with diverse suppliers not only impacts procurement spend - it stimulates the downstream economy. Diverse suppliers create a sustainable supply chain by positively impacting their local economies, creating jobs and generating revenue and taxes. These are important residuals to procurement spend that are often overlooked.

Leading change

If you’re looking to stay at the forefront of diversity, another up-and-coming – and long-awaited – focus is impact sourcing. Think about what it means for individuals and their surrounding economies when employers have proactive programs to provide opportunities to mothers fleeing abusive relationships, job-seekers in the U.S. Rust Belt, military veterans or disadvantaged youth in Africa.

Meanwhile, keep in mind that if you’re looking to increase market share among emerging customer bases, develop faster innovation cycles or more intangible measures such as brand awareness and loyalty, consider selecting a certified Minority Business Enterprise (MBE) supplier like VXI. Contact me for more details.

[BLOG] 6 crucial considerations before investing in contact center AI

Date Posted:
21 November, 2019

Originally Appearing On:
https://vxi.com/insights/6-crucial-considerations-before-investing-in-contact-center-ai/


Everywhere you look, artificial intelligence (AI) is making headlines – and for good reason! One Gartner survey predicts that by 2021, 15% of all customer service interactions will be addressed by AI. It’s changing the very nature of contact center work. But behind the glamour and optimism of AI’s bright future, contact center leaders are struggling with important questions such as these:

• With AI handling more routine interactions, how do we support agents in solving increasingly complex queries?
• How do we prepare agents to handle omnichannel, tier III contacts quicker?
• Instead of throwing all the budget at AI, are there other ways to improve agent productivity?

Let’s examine some of the hidden truths behind these statements.

1. In an AI future, humans must be able to handle the complex, emotional tasks that AI cannot address.

With computers handling the repetitive and predictable contact-center activity, agents will need to address and apply thought to almost exclusively the more personalized, empathetic, and the revenue-generating customer interactions. Handling unexpected scenarios as well as interpreting, decision-making, problem-solving, and emotionally connecting with customers will become core to an agent’s work.

No script or manual can solve all the extraordinary cases agents will handle. Agent training therefore must increasingly focus on building the technical and people skills, subject matter expertise, emotional intelligence, logical thinking, deductive reasoning, relationships, and confidence that agents require to unearth and create on-brand responses for customers.

With AI, all agents effectively start out as escalation agents. In this climate, a formulaic, classroom-based, one-size-fits-all, contact training program will always miss the mark.

2. Contact center training is not keeping pace with demographic or AI changes.

In the next decade, the U.S. population is expected to grow more slowly than it has historically, and 75% of the global workforce will comprise millennials. If we successfully recruit millennials, it will be increasingly important to keep them.

Millennials already comprise a large proportion of the workforce (e.g., at VXI, 78% of employees are millennials!). Millennials have distinct preferences, too — 69% believe regular office attendance is unnecessary, 56% won’t accept jobs from companies that ban social media, and 53% would rather lose their sense of smell than access to technology.

With an educated, technology-oriented workforce making up the lion’s share of the changing, AI-driven contact center environment, cultivating employee engagement and having a modern, dynamic training program becomes crucial.

3. Meaningful, productive customer interactions hinge on employee engagement, including training.

Companies cannot successfully manage millennials doing the more complex, higher-value work that contact center AI brings without investing in, measuring, and actively working to improve the employee experience (EX). Career pathing, management skills development, rewards and recognition, scheduling flexibility, corporate communications, coaching, and training are critical for the EX.

A scenario-based, technology-based, and accessible-anywhere approach to training is a millennial imperative. Contact center training, however, has always been an issue. Outsourcers’ compensation often puts metrics first and the EX second. Due to the need to ramp new programs quickly, old-fashioned training methods are often used. Trainers, often promoted from agent ranks, are so busy training and learning the training role that they do not fully leverage training analytics. Investing in the EX and training on an ongoing basis is often an afterthought.

4. In the age of AI, both the IT and the EX budgets need to increase. Training software should be part of that budget.

Agent new-hire training today can span from 5 to 20+ days. No one wants to sit in a classroom for long periods, potentially at a reduced training rate of pay. Learners, especially millennials, need variety, hands-on access, and the ability to repeat tasks to retain knowledge.

Dimension Data surveyed customer experience (CX) leaders and found that workforce optimization is key for contact center AI success. Performance, knowledge, quality, and workforce management tools as well as elearning systems work together to empower agents to handle more complex inquiries. Yet, only 38.7% of BPOs have access to elearning solutions.

Recent Training Magazine survey results indicate that just over half (56%) of the surveyed companies are using computerized and online training for customer service, interpersonal skills, and management/supervisory training.

Training Magazine also indicated that training technology use has actually declined. Of the learning technologies presented, the systems most often used included

• learning management systems (LMSs) at 81%,
• virtual classroom/webcasting/video broadcasting at 69%,
• rapid e-learning tools (45%), and
• application simulation tools (34%).

As 48% of global CIOs will deploy AI in the next year, it’s critical to implement, configure, and optimize a training toolset to future-proof your business now.

5. The most popular, off-the-shelf training software is not designed specifically for contact center training.

Training software can reduce costs, increase accuracy, increase agent confidence, and improve productivity. Software can address HR gaps not just on the agent side (front-end) but especially on the trainer side (back end). Good training software can deliver dynamic content, serve as a learning management system (LMS), and provide analytics for continuous improvement. However, very few training software packages are designed specifically for the unique challenges of the changing contact center environment.

To address this gap, we created the  VXI Training Simulator™ that allows agents to interact with customers, products, and applications risk-free. Providing self-paced, interactive experiences; gauging progress and KPI achievement; offering full multimedia experiences; and giving immediate feedback, the simulator increases speed to proficiency and knowledge retention. An online payment service provider compared results for new hires using VXI’s Training Simulator with a traditionally trained group. Overall, the new hires who used the simulator outperformed and outpaced those who did not. Month over month, AHT was 30% lower and NPS was ~25% higher, which equated to 6-month savings of US$25,000.

The introduction of AI does not automatically equate to headcount reductions and job losses, but it does require a shift in duties. Preparing employees for automation, AI assistance, and technology-based delivery should naturally involve technology-based training. It’s important to not just focus on modernizing the IT but also the training infrastructure.

6. Front-office AI is not the only way to boost contact center productivity. Automating trainer tasks and using analytics to continuously improve training can help, too.

Companies are turning to robotics and AI to lower the cost to serve and provide higher value to customers. If cost to serve is the prime reason for AI, then implementing contact center training software is a step that can reduce overall customer service costs, too, as it can increase agent effectiveness faster.

AI is not a futuristic tale of robots replacing humans; it’s more a case of computers allowing agents to focus on what’s more important and letting humans do more of what they’re good at. Blending classroom, online training simulations, and on-the-floor mentoring experiences puts agents in a frame of mind that may better prepare them for handling the diverse, challenging, emotional interactions in an AI future.

Machine learning is a hot topic in contact center circles. Training for the remaining agents should be, too. Is your training team ready to support contact center AI?

Contact VXI for help to prepare agents for more complex transactions and equip your training team for continuous improvement in the age of AI.

[VIDEO CONTENT] A Celebration of True Love

Date Posted: 
13 February 2020

Originally Appearing On:
https://www.facebook.com/share/v/16ZV8wKbbg/


 

[BLOG] Customer Obsession: A Customer-Centric Strategy

Date Posted:
15 July 2022

Originally Appearing On:
https://vxi.com/insights/customer-obsession-a-customer-centric-strategy/


The term “customer obsession” sounds unhealthy when you first hear it. The word “obsession” according to the Britannica Dictionary refers to a state in which someone thinks about someone or something constantly or frequently, especially in a way that is not normal. In this case, is it too much to be obsessed with what customers think? 

Customer Obsession is having a mindset that has a razor-sharp focus on the wants, needs, and happiness of the customer. Is customer obsession the same as saying “the customer is always right”? Not exactly. While the latter means blindly following what your customer wants from your company, the former merely states that knowing your customer demands and doing whatever it takes to provide them is a top priority. The customer is the driving force behind the changes that can take your company to new heights. 

How to be customer-obsessed 

Customer obsession can be important for your business in so many ways. It builds customer loyalty, creates a customer experience (CX) frontline standard, and inspires your employees to always do better. 
 Here are some tips on how to get you and your organization in a customer obsession mindset. 

Instill customer obsession in your culture 

Creating a culture of customer-centricity creates an organization of individuals that values customers intrinsically and naturally. Inspire your employees to value customers, and employees who value customers can inspire others to do the same. Build the right team with employees that possess the right skills, and who can transfer those skills to others. Also, remember to consistently innovate through tools and processes, and allow your employees (especially your frontline) to share their experiences and best practices for others to be inspired. 

Do research 

Customer obsession means turning your Customer Relationship Management (CRM) into creative thinkers and analysts. Being confined within the boundaries of the rulebook will not allow you to explore other creative ways to provide for them. Think of new ways how to get the customer what he or she needs, and then do them one over and offer something of added value. Remember that we can never always give the customer what they want, but we can always be thoughtful of them with the things that we can provide. This is also the perfect time to let customers know of your commitment to their well-being and how appreciative you are of the relationship. 

Adding Value 

As mentioned in the previous entry, adding value to your service is a strategy that helps differentiate your brand from your competitors and allows you to get and keep customers. Adding value to your service begins with attentively listening to what your customer is asking for and considering what he or she needs based on the request. Research popular marketing models and never be afraid to use other companies' perspectives. Using everything you have learned, you will be able to deliver a memorable customer experience no one will soon forget. 

Reward 

Rewarding your employees is a system where individuals within your organization are acknowledged for their contribution to your company's success. Making people feel appreciated has endless benefits. Your employees are the most important people in your organization after all because they make everything happen. Employee engagement increases employee retention, creates lower expenses, and helps create a positive working environment for everyone which also helps increase productivity. 
 The Next Step For Your Business 

Letting professionals with 20 years of CX experience handle your customer obsession needs will do just the trick. VXI is an award-winning customer experience provider with over 19 awards including a Global 100 Leader Frost & Sullivan Award, Leader in Customer Management citation from the Everest Group, a Gold Stevie® Award for Customer Service Management Team of the Year, and Best Contact Center & BPO Company of the Year from the International ICT Awards.

Get in touch now and allow us to create for you the greatest customer retention strategy on this side of the planet! 

[BLOG] Customer Service to Customer Experience: An Evolution

Date posted:
March 10, 2022

Originally Appearing On:
https://vxi.com/insights/customer-service-to-customer-experience-an-evolution/


Some time in our lives, we all found ourselves waiting in queue for customer service, may it be for cellphone, internet, cable, or utility services. Some of us might just want to ask a question about an additional feature, while others, because of bad service, might be furiously listening to hold music while planning his or her onslaught towards the oblivious incoming representative. Whatever the reason may be, we all have comedies or tragedies to tell about that one time we spoke to a phone agent. 
 It’s an accepted fact that some unfortunate encounters end up with the customer giving up and just switching to another provider. The way to avoid a customer jumping ship is for companies to provide an outstanding customer experience.  

Customer Service 

 Before we understand what excellent customer experience means, we must first describe what customer service is. Customer service (CS) is the one-on-one interaction between a customer and a representative of a company before, during, and after the purchase of a product or service. Most retailers see this direct interaction as a critical factor in ensuring customer satisfaction and encouraging repeat business. 
 Nowadays, with the advent of chatbots and automated self-serve systems, companies still deem it necessary to have live, human customer service because most customers still prefer to speak to an actual human being that can empathize and understand thoughts and feelings. 

Customer Experience 

Customer experience (CX), on the other hand, is the way your customers perceive your company as a whole. It is the result of everything you have done for the customer from pre-to-post sales and beyond.  
 Your company's relationship with your consumers does not end when they give you their money and your product is handed over to them. These days we have to ensure that during every point of contact, your customer is taken care of and ensured that he or she is beyond satisfied every step of the way. So how do we do that? 

CS and CX: The Progression 

It is easy for any consumer-oriented company to conclude that customer experience matters more than customer service, but upon closer inspection, we may see that CX is the natural advancement of CS. 

CS is a part of CX, while CX is all-inclusive. 

Customer service is important without a doubt, but consumer interaction behaviors have changed, and CS has progressed to the next level. In the resulting phase, CS is a significant part of CX which encompasses all the interactions between you and the customer. 

CS begins as a reaction, while CX becomes proactive. 

Since customer service is only a part of the entire customer experience, the purpose of CS is to help companies respond to customer requests and grievances. When consumers need customer service, it is they who usually get in touch with the company. As soon as companies and organizations fully understand what it takes to deliver great CS, the apparent next step is the improvement of customer experience: it involves taking initiative and preemptively planning how to make comprehensive customer interaction better by hiring competent employees, having them undertake the finest training, revolutionizing CX technology through technological innovation of tools and apps, and ensuring that the CX is sustained in practice through the use of metrics and KPI to evaluate employee performance measure their progress. 

CS urges personal interaction, while CX encourages relationships. 

Customer service is every company's response to customers' needs, and often, these are grievances and complaints. As much as possible, issues being faced by service providers are contained, determined, and resolved in the soonest possible time, and interactions for problem-solving are done privately. Customer experience, conversely, involves the total relationship between consumer and provider, so it encourages the more positive aspects of customer interaction and ensures that customers are happy and will continue to utilize your company's services for years to come. 

The Undisputable Next Step 

It is easy for companies to draw a line between customer experience and customer service, but these two do not necessarily have to go against each other. Legendary CX grows from good CS, and both are important to the growth and evolution of your organization. We say that CX cannot succeed without CS, so weigh your options carefully, plan your customer experience thoroughly, and execute your plans to the fullest. If you are facing customer experience setbacks, allow VXI to help you get through them. We are a customer experience company, passionate about designing solutions that augment our clients' business processes to deliver higher revenue, greater profitability, and happier customers.  

Contact us now and allow us to provide you with the best experience your customers could ever have.  

[PRESS RELEASE] VXI Donates 50K Face Masks for Davao City Frontliners, Work-at-Home Kits for Employees

Form: Press Release

 Date Posted:
1 September 2020 
 
Originally appearing on:
https://vxi.com/news/vxi-donates-50k-face-masks-for-davao-city-frontliners-work-at-home-kits-for-employee/


VXI Global Solutions, which manages customer experience and interrelated business outcomes, donated 50,000 disposable face masks for COVID-19 frontliners in the city and Work-at-Home kits for employees.

 We would like to take this opportunity to give back to our community by helping out our frontliners who are helping us in the fight against COVID-19," Senior Site Director Jamie Salazar said.

 The face mask donation targets to help frontliners who are helping minimize the spread of COVID-19 infection such as uniformed personnel in checkpoints and health workers in hospitals and quarantine facilities in the city. The local government will lead in the distribution of the face masks.

 "We really need proper disposable face masks and not simply the washable ones that we use from day-to-day, now that we are in the lockdown areas," Col. Consolito Yecla, Commander of Task Force Davao said.

 Aside from face masks, VXI also distributed Work-At-Home kits for VXI employees whose work is affected by imposed government restrictions. Included in these kits are computer sets that will allow agents to continue working-at-home.

[PRESS RELEASE] VXI to hire 1,200 agents

Date Posted:
12 June 2019
 
Originally appearing on:
https://www.sunstar.com.ph/davao/business/vx
i-to-hire-1200-agents


VXI Global Solutions Inc. in Davao City is targeting to hire another 1,200 call center agents this year with the opening of its fourth recruitment hub Tuesday, June 11, 2019.

 The new recruitment hub is located at the Robinsons Cybergate Delta along J.P. Laurel.

 "This is part of our expansion. We want to pre-empt the bigger opening that will soon happen, definitely driven by growth. This is a recruitment hub because we need to be ahead of the operations and make sure that we have enough talents," vice president for talent acquisition Debbie Santos said.

 "The reason why we put up this site is because we already maxed up for the three sites," she said.

 Santos said there is still a growing demand for quality customer service from their clients.

 VXI has already hired almost 6,000 call center agents in its three sites at Robinsons Lanang, SM Lanang, and Felcris Centrale.

 "To put it in context, we hired 2,500 call center agents in 2018. This year, we are poised to grow, definitely surpassing that number all because we have this new site to fill," associate director for talent acquisition Marien Bernadette Alejandro said.

 Meanwhile, Santos said the BPO company has been contributing to the economy of the city and the country as a whole by continuously creating employment opportunities.

 "As they say, call center is one of the biggest contributors of the country's gross domestic product (GDP). Specific to Davao, if we are not the biggest, we are one of the biggest employers here," she said.

 Santos further said the new site was designed with convenience in mind for the applicants, with rooms perfect for small talks to make the applicant feel comfortable and at home with VXI during the one-day job application process.

 The official launch of VXI Delta's recruitment hub was also attended by site directors Cyril Almeria and Jai Paguirigan, HR manager Annie Sumaria and Caroline Logroño, operations manager Llancy Abrenica, recruitment managers Mahedy Brizuela, Rodel Dizon, and Manilyn Yong, as well as TV personalities Joj and Jai Agpangan.

[BLOG] Debunking the Top Omnichannel CX Misconceptions

Date Posted: 19 May 2023 Originally posted in:  • https://vxi.com/insights/debunking-the-top-omnichannel-cx-misconceptions/ It’s been over 2...