Customer Experience (CX)

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Customer Experience (CX)

Definition

Customer Experience (CX) is an aggregate of a customer’s A-Z experience with a brand. It is not a snapshot in time, such as a key touchpoint or a critical interaction.

TaskUs believes that one of the best ways to deliver this holistic, A-Z experience is to offer an omnichannel relationship. This means engaging with customers through a channel – SMS, chat, voice, etc. – that the customer desires to use, on their terms, whenever and wherever they want to communicate.

TaskUs prides itself on having unique insight into each customer’s journey – every interaction that a customer has had with the brand – from previous complaints, to usage statistics and to purchasing behavior to deliver a one-to-one tailor interaction.