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Reimagine Social Media CX

This whitepaper from NelsonHall & ResultsCX shares insights from 100 executive interviews on social customer experience management.
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All
Blogs
Case Studies
Videos
White Papers

AI-Powered Health Care Customer Experience: Steering the Health Care System Toward Holistic Care Outcomes

Blog

May 5, 2025

Home warranty provider drives 23% faster resolutions and 50% conversions with seamless sales and service support

Case Study

April 30, 2025

Striking the Right Balance: Human and AI-Driven CX for Regulated Markets

Blog

April 23, 2025

5 Actions to Boost Your Peak Season Confidence

Blog

April 17, 2025

The Sales Evolution: Why Understanding Consumer Behaviour is the New Competitive Edge

Blog

April 15, 2025

Complaints review boosts first-contact resolution by 85% for a UK energy supplier

Case Study

April 11, 2025

Turn FTC’s Click-to-Cancel Rule into a CX Advantage

Blog

April 11, 2025

Consumer Duty Day 2 – Good Outcomes for Vulnerable Customers

Blog

April 11, 2025

Complaints Outlook 2024: A New Era in Customer Experience and Operational Excellence

Blog

April 11, 2025

A road less travelled: assessing your remediation approach

Blog

April 11, 2025

The Current State of FOS Complaints – Q2, FY 2024 / 2025

Blog

April 11, 2025

Fortune 500 Insurer Cuts Costs by more than 39% and Elevates Service with Agent Performance Optimization and QA Enhancements

Operational Excellence

Case Study

April 11, 2025

7 CX Trends Shaping the Technology Industry Growth

Blog

April 9, 2025

Tailored self-service solution unlocks 20% cost savings while boosting operational efficiency and customer satisfaction for a leading telecom company

Digital CX

Case Study

April 8, 2025

The Future of Retail CX: AI, Hyper-Personalization, Social Care and Omnichannel Success

Blog

April 4, 2025

Guard your Brand: The Critical Connection Between Social Media Moderation and Brand Reputation

Blog

April 3, 2025

US-based Entertainment Enterprise Lowers the Cost of Support and Improves Agent Performance by Implementing a Uniquely Creative Staffing Model

Case Study

March 7, 2025

Harnessing Data and AI to Close the Health Care Gap

Blog

March 5, 2025

Redefining Retail CX: Trends and insights for 2025

Resources

Whitepaper

Date

February 26, 2025

Download Whitepaper

Redefining Retail CX: Trends and insights for 2025

Redefining Retail CX: Trends and insights for 2025

Redefining Retail CX: Trends and insights for 2025

Resources

Whitepaper

Date

February 26, 2025

Download Whitepaper

Whitepaper

February 26, 2025

AI-Driven Agent Assist Unlocks Value for a Leading Telecoms Provider

Case Study

February 18, 2025

Optimising Fraud Risk for a Global Bank | £2.4 Million in Annual Savings

Case Study

February 18, 2025

Driving Efficiency for a Financial Services Firm | £800,000 in Annual Savings

Case Study

February 18, 2025

Driving personalization at scale: The power of AI and Analytics in health plan provider strategies

Blog

February 4, 2025

Play Video
Redefining Retail CX for a digital-first world
Play Video

Video

January 28, 2025

Beyond Convenience: How AI and Human Empathy Will Transform Care Delivery in 2025

Blog

January 27, 2025

Play Video
CX for Technology Businesses
Play Video

Video

January 21, 2025

ResultsCX Delivers Exceptional Sales and Growth For a Telecom Giant Through 17-year Partnership

Case Study

January 17, 2025

Play Video
Ivan Kotzev from Nelson Hall in conversation with Roger Huff
Play Video

Video

January 16, 2025

Delivering for customers and the push to realise value: customer experience as the competitive edge

Blog

January 10, 2025

Elevate member experience and boost Star Ratings

Blog

January 8, 2025

From onboarding to outcomes: Setting MA plans up for a strong 2025

Blog

December 24, 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024

Resources

Whitepaper

Date

December 18, 2024

Download Whitepaper

The U.S. healthcare industry is at a crossroads. The integration of technology, policy reforms, and patient-centered care will define the future of health delivery and access. Recognizing this inflection point, the HealthscapeRX Q4 report presents a thought-provoking analysis of how the sector could return to stability post-COVID-19.

Some of the questions unpacked in the report include,

1. How will health insurers manage the growing utilization of Part D, influenced by the CMS two-midnight rule?

2. What impact might potential reductions in direct provider payments from State Medicaid programs have on plan members?

3. Will the anticipated changes from the recent presidential election take immediate effect in 2025?

To find answers and access a perspective from Paul Mango, download HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024, today!

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024

Resources

Whitepaper

Date

December 18, 2024

Download Whitepaper

The U.S. healthcare industry is at a crossroads. The integration of technology, policy reforms, and patient-centered care will define the future of health delivery and access. Recognizing this inflection point, the HealthscapeRX Q4 report presents a thought-provoking analysis of how the sector could return to stability post-COVID-19.

Some of the questions unpacked in the report include,

1. How will health insurers manage the growing utilization of Part D, influenced by the CMS two-midnight rule?

2. What impact might potential reductions in direct provider payments from State Medicaid programs have on plan members?

3. Will the anticipated changes from the recent presidential election take immediate effect in 2025?

To find answers and access a perspective from Paul Mango, download HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q4 2024, today!

Whitepaper

December 18, 2024

5 Things you should do to become a thought leader in your industry

Blog

December 9, 2024

Complaints Outlook 2024 Report

Resources

Whitepaper

Date

December 9, 2024

Download Whitepaper

Complaints Outlook 2024 Report

Complaints Outlook 2024 Report

Complaints Outlook 2024 Report

Resources

Whitepaper

Date

December 9, 2024

Download Whitepaper

Whitepaper

December 9, 2024

The Strength of Bulgaria’s Workforce: A Beacon of Excellence in the Contact Centre Industry

Blog

November 15, 2024

Administering a healthy dose of early engagement: The key to lasting member loyalty

Blog

October 22, 2024

Closing Care Gaps: How AI, SDOH, and DDOH are Shaping the Future of Health Plans for Better Member Engagement and Health Equity

Blog

October 3, 2024

Insights and Strategies for Success for 2025 Medicare Advantage Open Enrollment

Blog

October 3, 2024

AI-driven Agent Assist drives 50% faster agent onboarding and 20% AHT reduction in just two months for a telecom giant

Conversational AI

Case Study

September 27, 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q3 2024

Resources

Whitepaper

Date

September 25, 2024

Download Whitepaper

In the third quarter of 2024, the performance of large health systems and insurers largely mirrored what they experienced earlier in the second quarter. Most insurers are still grappling with high medical loss ratios (MLRs) in their Medicare Advantage plans, losing covered lives in Medicaid due to redeterminations, even while seeing growth in their group and Affordable Care Act (ACA) commercial books. Considering the significant impact the supplemental subsidies have had on the development of the ACA segment, most insurers are publicly advocating their extensions. An interesting aspect is how large national insurers are transforming themselves.

This quarter, the furor surrounding the changes in the Part D program offered by Medicare, rightfully requires special attention.

Read about this in greater detail in this highly anticipated Healthcare Trends: Third Quarter 2024 Update by Paul Mango. Review the latest changes in U.S. healthcare, Part D updates after the Inflation Reduction Act, and more.

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q3 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q3 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q3 2024

Resources

Whitepaper

Date

September 25, 2024

Download Whitepaper

In the third quarter of 2024, the performance of large health systems and insurers largely mirrored what they experienced earlier in the second quarter. Most insurers are still grappling with high medical loss ratios (MLRs) in their Medicare Advantage plans, losing covered lives in Medicaid due to redeterminations, even while seeing growth in their group and Affordable Care Act (ACA) commercial books. Considering the significant impact the supplemental subsidies have had on the development of the ACA segment, most insurers are publicly advocating their extensions. An interesting aspect is how large national insurers are transforming themselves.

This quarter, the furor surrounding the changes in the Part D program offered by Medicare, rightfully requires special attention.

Read about this in greater detail in this highly anticipated Healthcare Trends: Third Quarter 2024 Update by Paul Mango. Review the latest changes in U.S. healthcare, Part D updates after the Inflation Reduction Act, and more.

Whitepaper

September 25, 2024

The Risks of Failing to Address a Surge in Demand: Protecting Your Brand’s Reputation

Blog

September 9, 2024

Measuring the Success of Your Call Center Strategy: Key Metrics and Best Practices

Blog

September 6, 2024

Enhancing Customer Engagement with Social Experience Management: Insights from Industry Experts

Blog

September 2, 2024

Reimagining Customer Experience Management on Social Media

Resources

Whitepaper

Date

September 2, 2024

Download Whitepaper

Reimagining Customer Experience Management on Social Media

Reimagining Customer Experience Management on Social Media

Reimagining Customer Experience Management on Social Media

Resources

Whitepaper

Date

September 2, 2024

Download Whitepaper

Whitepaper

September 2, 2024

Choosing the Right Partner: A Guide to Contact Center Solution Providers

Blog

August 2, 2024

Navigating 2025 AEP/OEP

Blog

July 30, 2024

From Insight to Action: Harnessing CX Analytics for Enhanced Customer Journeys

Blog

July 12, 2024

Global Bank Transforms Collections: Cuts Complaints by 44% and Realizes 500K in Surplus Training Budget

Case Study

July 9, 2024

Global Bank Powers Through Backlogs, Boosts Customer Satisfaction and Fraud Prevention

Case Study

July 9, 2024

AI + Analytics: A one-two punch for better member and plan outcomes

Blog

June 19, 2024

How Speech & Text Analysis Boosts Customer Experience In 2024?

Blog

June 18, 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q2 2024

Resources

Whitepaper

Date

June 13, 2024

Download Whitepaper

The second quarter of 2024 is marked by contrasts. While Medicare Advantage (MA) carriers faced increasing challenges, gains in the commercial group and individual segments balanced overall performance. The ACA marketplace significantly impacted insurers and providers this quarter, with current costs per enrollee in the exchanges being about three times the Congressional Budget Office's (CBO) initial estimates.

Our latest HealthscapeRX - Quarterly Trends Steering Healthcare Strategies, by Paul Mango, former Deputy Chief of Staff for Policy at HHS, explores three market and competitive dynamics: insurer growth in the commercial group and individual marketplace segments, the impact of the No Surprises Act, and the future of ACA marketplace participation.

As we conclude this quarter, we hope Paul Mango’s insights will help you fine-tune your strategies and enhance care in the rapidly evolving healthcare landscape.

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q2 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q2 2024

HealthscapeRX: Quarterly Trends Steering Healthcare Strategies, Q2 2024

Resources

Whitepaper

Date

June 13, 2024

Download Whitepaper

The second quarter of 2024 is marked by contrasts. While Medicare Advantage (MA) carriers faced increasing challenges, gains in the commercial group and individual segments balanced overall performance. The ACA marketplace significantly impacted insurers and providers this quarter, with current costs per enrollee in the exchanges being about three times the Congressional Budget Office's (CBO) initial estimates.

Our latest HealthscapeRX - Quarterly Trends Steering Healthcare Strategies, by Paul Mango, former Deputy Chief of Staff for Policy at HHS, explores three market and competitive dynamics: insurer growth in the commercial group and individual marketplace segments, the impact of the No Surprises Act, and the future of ACA marketplace participation.

As we conclude this quarter, we hope Paul Mango’s insights will help you fine-tune your strategies and enhance care in the rapidly evolving healthcare landscape.

Whitepaper

June 13, 2024

The Future of Customer Experience : Key Trends for 2024

Blog

June 11, 2024

Agile Workforce Strategies Propel Footwear Giant, Erasing Order Backlogs and Slashing $1.4 Million in Costs Annually

Case Study

June 10, 2024

7 Trends Shaping Customer Experience For Telecoms In 2024

Blog

June 7, 2024

24/7 Trilingual Tech Support: Driving Down Attrition and Costs for a Global Learning Pioneer

Case Study

June 6, 2024

Guiding CX Transformation: Crafting Technology Roadmap for Global Tire Manufacturer’s US Retail Network

Case Study

June 5, 2024

Leading Shoe Brand Tackles Customer Backlog, Ensures Peak Season Readiness, and Scales CX Operations to Support Growth

Case Study

May 31, 2024

chatbot for retail CX

Chatbots in Retail CX: Overcoming the hesitations to elevate customer experience

Blog

May 28, 2024

The Digital Advantage: Augmenting the Healthcare Customer Experience

Blog

May 27, 2024

Play Video
Engage, Innovate, Grow_ Elevating Your Brand with Advanced Social Experience Strategies in 2025
Play Video

Video

May 24, 2024

CX Optimization: Act Now To Protect Your Brand In A Recession

Blog

May 22, 2024

Guidebook
Shooting for the CMS Stars

Resources

Whitepaper

Date

May 17, 2024

Download Whitepaper

In the rapidly expanding Medicare Advantage (MA) landscape, performance in the Stars program will serve as a pivotal differentiator among plans, influencing overall success in the competitive market. Approximately 34 million people are currently enrolled in MA plans, with 74% of them enrolled in MA-PD contracts with 4 Stars or more. Health plans that fail to develop robust strategies to enhance their rating to 4+ Stars risk decreased enrollment, financial losses, and compromised benefit offerings.

By prioritizing member experience through data-driven omnichannel engagement, empathetic human interaction, early initiative launches, and continuous improvement efforts, MA plans can differentiate themselves to drive sustainable growth this year and beyond.

This guide explores the pressing challenges confronting Medicare Advantage (MA) plans as the Star Ratings methodology evolves at a rapid clip. It delves into five high impact strategies that MA plans can employ to maintain a competitive edge in this dynamic landscape.

Guidebook
Shooting for the CMS Stars

Guidebook
Shooting for the CMS Stars

Guidebook
Shooting for the CMS Stars

Resources

Whitepaper

Date

May 17, 2024

Download Whitepaper

In the rapidly expanding Medicare Advantage (MA) landscape, performance in the Stars program will serve as a pivotal differentiator among plans, influencing overall success in the competitive market. Approximately 34 million people are currently enrolled in MA plans, with 74% of them enrolled in MA-PD contracts with 4 Stars or more. Health plans that fail to develop robust strategies to enhance their rating to 4+ Stars risk decreased enrollment, financial losses, and compromised benefit offerings.

By prioritizing member experience through data-driven omnichannel engagement, empathetic human interaction, early initiative launches, and continuous improvement efforts, MA plans can differentiate themselves to drive sustainable growth this year and beyond.

This guide explores the pressing challenges confronting Medicare Advantage (MA) plans as the Star Ratings methodology evolves at a rapid clip. It delves into five high impact strategies that MA plans can employ to maintain a competitive edge in this dynamic landscape.

Whitepaper

May 17, 2024

Navigating the Future of Customer Experience: Technology, Transformation, and Ethical Implications

Blog

May 16, 2024

Star Ratings and Member Experience: Two Sides of the Same Coin

Blog

May 10, 2024

Health and Wellness Benefit Provider Boosts CSAT to Over 94% Leveraging Agent AI and Chatbots

Case Study

May 9, 2024

Elevate member experience and boost Star Ratings

Resources

Whitepaper

Date

May 3, 2024

Download Whitepaper

Elevate member experience and boost Star Ratings

Elevate member experience and boost Star Ratings

Elevate member experience and boost Star Ratings

Resources

Whitepaper

Date

May 3, 2024

Download Whitepaper

Whitepaper

May 3, 2024

Transforming Customer Experience with Contact Center Automation

Blog

April 24, 2024

The Future of CX: Exploring the Role of AI and Chatbots in Customer Experience Enhancement

Blog

April 24, 2024

Shaping the Future of Financial Customer Experience

Blog

April 17, 2024

Cost-Efficiency and Scalability: The Business Case for Intelligent Automation in Contact Centers

Blog

April 17, 2024

Understanding the Shift: Why Businesses are Embracing Contact Center Outsourcing

Blog

April 12, 2024

Leading Telecom Provider Achieves A $10 Million Annual Increase While Scaling Operations by Over 300%

Case Study

April 12, 2024

Award-winning Intelligent Automation Solution Helps Leading Health Plan Reduce Agent Onboarding and Offboarding time by 50%

Case Study

April 3, 2024

Optimized Social Experience Management Helps a Streaming Entertainment Giant Slash AHT by 54% and Improve Service Level by 21%

Case Study

April 3, 2024

HealthscapeRX: Quarterly Trends steering Healthcare Strategies

Resources

Whitepaper

Date

March 28, 2024

Download Whitepaper

The first quarter of 2024 has brought to light several notable shifts in the healthcare value chain, presenting both new challenges as well as fresh growth opportunities.

Providers have witnessed robust growth in non-Covid patient activity and have benefited from increased reimbursements due to several factors, including higher rates. Conversely, Payors are grappling with significant challenges such as reduced segment enrollment and higher Medical Loss Ratios (MLRs). Amidst these market and competitive dynamics, the "Lower Costs, More Transparency Act" is making its way through Congress, potentially heralding transformative changes if passed.

In our new quarterly report, HealthscapeRX, we examine how a slew of competitive, dynamic, and regulatory forces are impacting both Providers and Payors.

HealthscapeRX: Quarterly Trends steering Healthcare Strategies

HealthscapeRX: Quarterly Trends steering Healthcare Strategies

HealthscapeRX: Quarterly Trends steering Healthcare Strategies

Resources

Whitepaper

Date

March 28, 2024

Download Whitepaper

The first quarter of 2024 has brought to light several notable shifts in the healthcare value chain, presenting both new challenges as well as fresh growth opportunities.

Providers have witnessed robust growth in non-Covid patient activity and have benefited from increased reimbursements due to several factors, including higher rates. Conversely, Payors are grappling with significant challenges such as reduced segment enrollment and higher Medical Loss Ratios (MLRs). Amidst these market and competitive dynamics, the "Lower Costs, More Transparency Act" is making its way through Congress, potentially heralding transformative changes if passed.

In our new quarterly report, HealthscapeRX, we examine how a slew of competitive, dynamic, and regulatory forces are impacting both Providers and Payors.

Whitepaper

March 28, 2024

Empowering Retailers: Strategies To Deliver Seamless OmniChannel CX

Blog

March 28, 2024

AI Bot Accelerates Agent Learning Curve and Drives 33% Reduction in Negative Customer Responses Around

Conversational AI

Case Study

March 26, 2024

Frictionless Retention Support Helps Streaming Entertainment Company Improve Loyalty and Generate $1.7 M in Additional Revenues

Case Study

March 26, 2024

ResultsCX CMS Taskforce Drives Multiple Health Plans to 5-Star Ratings Success

Medicare

Case Study

March 25, 2024

Appointment-Setting-Campaign-for-Health-Plan-Exceeds-Goal-by-45%

Omnichannel Engagement Boosts Member Appointments 2.8X and Cuts Costs by 70% in Two Years

Digital CX

Case Study

March 20, 2024

Navigating the Path to Enterprise Success: Key Pillars for Transitioning to Value-Based Models

Blog

March 5, 2024

Fintech Giant Capitalizes on Untapped Markets Across Europe and Uncovers $30M in Additional Revenue

Case Study

February 21, 2024

Transforming Customer Engagement: Innovative Strategies for Success in 2024

Blog

February 15, 2024

Driving Star Ratings Success: 4 Strategies to Strengthen Plans in 2025PY and Beyond

Blog

February 12, 2024

Play Video
Advancing Healthcare Accessibility With Analytics & AI: Rajesh Subramaniam, CEO, ResultsCX
Play Video

Video

February 12, 2024

Enhanced-Social-Media-Customer-Experience-Management-Services-Launch

Social Care: Trends, Importance, and Best Practices Across Verticals

Blog

February 6, 2024

Play Video
CXM’s Coming of Age – Skin in the Game Taking Center Stage
Play Video

Video

January 29, 2024

Seamless Healthcare CX

Elevating The Member Experience In 2024: Expert Advice For Health Plan Executives

Blog

January 4, 2024

Customer-Care-Media

From Complaints to Kudos: Transforming Media Customer Interactions

Blog

December 5, 2023

Managing-Customer-Support-Streaming-Media

Tune Into Your Customers to Stay Ahead in The Streaming Era

Blog

December 5, 2023

Healthcare member experience strategy

5 Key Strategies to Transform the Member Experience

Blog

December 4, 2023

Customer-Care-Media

Leading Bank Boosts Promise to Pay Rate by 22% While Reducing Costs by 15% and Improving CSAT

Case Study

November 30, 2023

Customer Experience Analytics: A Data-driven Game Plan For Retail Success

Blog

November 15, 2023

Play Video
Fireside Chat – Phil Fersht & Rajesh Subramaniam
Play Video

Video

November 13, 2023

The Power of Real Time Social Media Engagement

Blog

November 7, 2023

Telecom-CX_Management-Whitepaper-Media
Telecom-CX_Management-Whitepaper-Media

The CX Imperative for Modern Telecom Companies

Resources

Whitepaper

Date

October 17, 2023

Download Whitepaper
Telecom-CX_Management-Whitepaper-Media

Even as the Telecom industry continues to experience solid growth, heightened competition, rapid commoditization, and consumer demand for hyper personalized experiences threaten to erode margins. One misstep, at any stage of the customer journey – be it during onboarding, billing, or tech support – can drive customers into the arms of the competition.

Clearly, overhauling Customer Experience Management (CXM) strategies is key to service providers’ survival and growth. Traditional customer service paradigms will not cut it anymore. Success lies in adopting digital-first engagement driven by technologies such as Robotic Process Automation (RPA) and AI, while simultaneously developing an in-depth understanding of evolving customer expectations using analytics.

This whitepaper dissects the pressing CX challenges confronting the Telecom industry. It also unveils transformative strategies that can help service providers not only meet but also anticipate and exceed customer expectations.

Join us on this exploratory journey as we chart the roadmap for next-gen Telecom experiences. You'll uncover the nuances of prioritizing digital investments, designing holistic CX journeys, and creating omnichannel experiences, to convert customers into brand ambassadors.

Download the whitepaper now and lead the new CX paradigm!

The CX Imperative for Modern Telecom Companies

The CX Imperative for Modern Telecom Companies

The CX Imperative for Modern Telecom Companies

Resources

Whitepaper

Date

October 17, 2023

Download Whitepaper
Telecom-CX_Management-Whitepaper-Media

Even as the Telecom industry continues to experience solid growth, heightened competition, rapid commoditization, and consumer demand for hyper personalized experiences threaten to erode margins. One misstep, at any stage of the customer journey – be it during onboarding, billing, or tech support – can drive customers into the arms of the competition.

Clearly, overhauling Customer Experience Management (CXM) strategies is key to service providers’ survival and growth. Traditional customer service paradigms will not cut it anymore. Success lies in adopting digital-first engagement driven by technologies such as Robotic Process Automation (RPA) and AI, while simultaneously developing an in-depth understanding of evolving customer expectations using analytics.

This whitepaper dissects the pressing CX challenges confronting the Telecom industry. It also unveils transformative strategies that can help service providers not only meet but also anticipate and exceed customer expectations.

Join us on this exploratory journey as we chart the roadmap for next-gen Telecom experiences. You'll uncover the nuances of prioritizing digital investments, designing holistic CX journeys, and creating omnichannel experiences, to convert customers into brand ambassadors.

Download the whitepaper now and lead the new CX paradigm!

Whitepaper

October 17, 2023

The Art of Retail Personalization

Blog

October 17, 2023

Revolutionizing Customer Support with AI-Powered Knowledgebase and Knowledge-as-a-Service

Blog

September 29, 2023

Retail-Backoffice-Case-Study-Image

Leading Retailer Saves $3+ Million Annually with Expert Back Office Order Verification Team

Operational Excellence

Case Study

September 29, 2023

Tax-Accounting-BPO

ResultsCX Partners With Tax Prep Leader 10 Years Running; Emerges the Top Performing Vendor for Five Consecutive Seasons

Case Study

September 4, 2023

Back Office Engagement Achieves Near 100% Accuracy for Prepaid Wireless Business

Case Study

September 4, 2023

Healthcare CX Management
Healthcare CX Management

CXM for Healthcare

Resources

Whitepaper

Date

August 25, 2023

Download Whitepaper
Healthcare CX Management

In today’s dynamic healthcare landscape, the patient or member’s journey, from enrollment to renewal, has become paramount in defining the overall health experience. With rapidly evolving technology and increased emphasis on digital touchpoints, healthcare providers and payers must reinvent the way they interact, support, and foster relationships with their members.

In this comprehensive whitepaper, ‘CXM for Healthcare – Improve care outcomes, retention, and growth’, we delve deep into the intersection of healthcare and customer experience (CX), offering a clear roadmap for enterprises to transform and elevate the care journey.

As you traverse through its pages, you’ll gain insights into:

  • The revolutionary change that digital CX innovation is bringing to personalized care.
  • A detailed breakdown of pivotal moments in the member journey, from the initial enrollment to the crucial phases of renewal or disenrollment, the associated needs and challenges
  • Strategies and solutions to optimize member outcomes, leveraging the prowess of AI, analytics, and advocacy, while ensuring security and compliance.
  • Case studies showcasing how two major health plans harnessed next-gen CX solutions to improve advocate and member experiences.
  • Lastly, distill the learnings into five best practices, ensuring your organization can exceed member experience expectations.

We invite you to join us on this transformative journey.

Download the whitepaper for insights to envision and design the future of member experiences, integrating the best of technology with the warmth of personalized care.

CXM for Healthcare

CXM for Healthcare

CXM for Healthcare

Resources

Whitepaper

Date

August 25, 2023

Download Whitepaper
Healthcare CX Management

In today’s dynamic healthcare landscape, the patient or member’s journey, from enrollment to renewal, has become paramount in defining the overall health experience. With rapidly evolving technology and increased emphasis on digital touchpoints, healthcare providers and payers must reinvent the way they interact, support, and foster relationships with their members.

In this comprehensive whitepaper, ‘CXM for Healthcare – Improve care outcomes, retention, and growth’, we delve deep into the intersection of healthcare and customer experience (CX), offering a clear roadmap for enterprises to transform and elevate the care journey.

As you traverse through its pages, you’ll gain insights into:

  • The revolutionary change that digital CX innovation is bringing to personalized care.
  • A detailed breakdown of pivotal moments in the member journey, from the initial enrollment to the crucial phases of renewal or disenrollment, the associated needs and challenges
  • Strategies and solutions to optimize member outcomes, leveraging the prowess of AI, analytics, and advocacy, while ensuring security and compliance.
  • Case studies showcasing how two major health plans harnessed next-gen CX solutions to improve advocate and member experiences.
  • Lastly, distill the learnings into five best practices, ensuring your organization can exceed member experience expectations.

We invite you to join us on this transformative journey.

Download the whitepaper for insights to envision and design the future of member experiences, integrating the best of technology with the warmth of personalized care.

Whitepaper

August 25, 2023

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SupportPredict – Delivering a Guided Experience
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July 26, 2023

ResultsCX’s Largest Seasonal Ramp Surpasses Medicare Advantage Clients’ Conversion Goals

Enrollment

Case Study

July 26, 2023

Healthcare Client uses Agent AI and Chat Bots to Achieve a Faster Speed to Proficiency, Better Quality and Drive CSAT of 93.34%

Digital CX

Case Study

July 25, 2023

Training Innovation Helps Health Plan Client Reduce member Escalations by 54% during Cyclical Events

Medicare

Case Study

July 21, 2023

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ResultsCX – the people that power your business
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July 20, 2023

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A complete suite of digital-led CX solutions
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July 20, 2023

Outbound Soft Collections Program Ensures 50% of Lapsed Members Recover Medicare Drug Coverage

Medicare

Case Study

July 11, 2023

Improving Call Flow for Health Plan Client Increased Sales Conversions by 140%

Medicare

Case Study

July 11, 2023

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Healthcare Member Experience – Where Empathy Meets Technology
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Video

July 5, 2023

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CXM’s Coming of Age: “Skin in the Game” Taking Center Stage

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Whitepaper

Date

June 12, 2023

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This whitepaper, "CXM's Coming of Age: 'Skin in the Game' Taking Center Stage" explores the paradigm shift in the customer experience management (CXM) industry towards value-based commercial constructs. In an era characterized by rapid change and economic challenges, businesses are facing the need for consolidation and efficiency while navigating the disruptive force of AI. Amidst this landscape, the customer remains the focal point, and engagement, retention, and monetization of customers are top priorities for CX service providers.

The whitepaper acknowledges the increasing pressure on service providers to meet ever-changing client demands while dealing with budget constraints and heightened efficiency expectations. It highlights the prevalence of intense deal negotiations and renegotiations of contracts, reflecting the era of unreasonable buyer expectations. As a result, service providers find themselves in a delicate balancing act to deliver exceptional customer experiences while managing commercial complexities.

To address these challenges, the whitepaper explores the emergence of value-based commercial constructs as a preferred path toward win-win solutions. This shift moves beyond traditional contracts based solely on resources employed and incentivizes service providers to have "skin in the game." The value-based-first mindset represents a significant transition in the industry.

The whitepaper, authored by BCG and ResultsCX, delves into the key drivers that have brought about this pivot toward value-based models. It explores these drivers from the perspectives of both CX service buyers and providers. The key drivers identified include a focus on paying for performance rather than operations, co-owning and co-funding transformation agendas, and embracing change to differentiate and elevate relationships.

Furthermore, the whitepaper delves into the various commercial constructs shaping the CX service provider industry. It compares traditional models with consumption-based and value-based models, shedding light on unique pricing and engagement approaches. By understanding these constructs, readers can gain valuable insights into the evolving CX landscape and the pathways to success.

In addition to exploring these key aspects, the whitepaper also offers a MythBusters Guide to Value-based Models, dispelling common misconceptions, and provides guidance on navigating complexities and embracing change.

Overall, the whitepaper serves as a comprehensive resource for CX service providers, buyers, and industry professionals seeking to understand and adapt to the shifting dynamics of the CXM industry and the growing importance of value-based commercial constructs.

CXM’s Coming of Age: “Skin in the Game” Taking Center Stage

CXM’s Coming of Age: “Skin in the Game” Taking Center Stage

CXM’s Coming of Age: “Skin in the Game” Taking Center Stage

Resources

Whitepaper

Date

June 12, 2023

Download Whitepaper
Bulgaria-Careers-Image

This whitepaper, "CXM's Coming of Age: 'Skin in the Game' Taking Center Stage" explores the paradigm shift in the customer experience management (CXM) industry towards value-based commercial constructs. In an era characterized by rapid change and economic challenges, businesses are facing the need for consolidation and efficiency while navigating the disruptive force of AI. Amidst this landscape, the customer remains the focal point, and engagement, retention, and monetization of customers are top priorities for CX service providers.

The whitepaper acknowledges the increasing pressure on service providers to meet ever-changing client demands while dealing with budget constraints and heightened efficiency expectations. It highlights the prevalence of intense deal negotiations and renegotiations of contracts, reflecting the era of unreasonable buyer expectations. As a result, service providers find themselves in a delicate balancing act to deliver exceptional customer experiences while managing commercial complexities.

To address these challenges, the whitepaper explores the emergence of value-based commercial constructs as a preferred path toward win-win solutions. This shift moves beyond traditional contracts based solely on resources employed and incentivizes service providers to have "skin in the game." The value-based-first mindset represents a significant transition in the industry.

The whitepaper, authored by BCG and ResultsCX, delves into the key drivers that have brought about this pivot toward value-based models. It explores these drivers from the perspectives of both CX service buyers and providers. The key drivers identified include a focus on paying for performance rather than operations, co-owning and co-funding transformation agendas, and embracing change to differentiate and elevate relationships.

Furthermore, the whitepaper delves into the various commercial constructs shaping the CX service provider industry. It compares traditional models with consumption-based and value-based models, shedding light on unique pricing and engagement approaches. By understanding these constructs, readers can gain valuable insights into the evolving CX landscape and the pathways to success.

In addition to exploring these key aspects, the whitepaper also offers a MythBusters Guide to Value-based Models, dispelling common misconceptions, and provides guidance on navigating complexities and embracing change.

Overall, the whitepaper serves as a comprehensive resource for CX service providers, buyers, and industry professionals seeking to understand and adapt to the shifting dynamics of the CXM industry and the growing importance of value-based commercial constructs.

Whitepaper

June 12, 2023

Navigating-the-2023-Medicaid-Redetermination-Process
Navigating-the-2023-Medicaid-Redetermination-Process

Navigating the 2023 Medicaid Redetermination Process

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Whitepaper

Date

June 6, 2023

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Navigating-the-2023-Medicaid-Redetermination-Process

3 strategies to ensure continued member coverage

The 2023 Medicaid redetermination process is underway, posing significant challenges for states and healthcare organizations as they strive to maintain coverage for the millions of recipients enrolled in Medicaid. In this crucial whitepaper, we explore the complexities of the redetermination process and provide three strategic approaches to ensure continued member coverage.

As states work to complete this critical task within a year, it is crucial to address major roadblocks, including inaccurate member contact information, low awareness, vulnerable populations, and staffing shortages.

In this thought-provoking whitepaper, we delve into three powerful strategies to safeguard member coverage. Explore how data-driven member segmentation optimizes outreach, enabling tailored communication. Learn the importance of omnichannel member outreach to engage effectively across multiple channels. And discover how a holistic member experience approach strengthens the redetermination process by addressing individual needs.

Collaborating with customer experience experts can be a game-changer in overcoming the complexities of redetermination. By leveraging their healthcare domain knowledge and digital-first solutions, organizations can enhance communication, improve member responses, and mitigate unnecessary coverage loss.

With the potential to impact the health and stability of millions of Americans, health plans play a vital role in this effort. By providing clear information, accessible resources, and personalized support, they can ensure that no one falls through the cracks during redetermination.

Take a step towards securing continued coverage for Medicaid members. Download the whitepaper today and gain valuable insights, innovative strategies, and practical solutions to navigate the 2023 Medicaid redetermination process successfully. Together, let's empower beneficiaries, build strong relationships, and improve health outcomes for all.

Navigating the 2023 Medicaid Redetermination Process

Navigating the 2023 Medicaid Redetermination Process

Navigating the 2023 Medicaid Redetermination Process

Resources

Whitepaper

Date

June 6, 2023

Download Whitepaper
Navigating-the-2023-Medicaid-Redetermination-Process

3 strategies to ensure continued member coverage

The 2023 Medicaid redetermination process is underway, posing significant challenges for states and healthcare organizations as they strive to maintain coverage for the millions of recipients enrolled in Medicaid. In this crucial whitepaper, we explore the complexities of the redetermination process and provide three strategic approaches to ensure continued member coverage.

As states work to complete this critical task within a year, it is crucial to address major roadblocks, including inaccurate member contact information, low awareness, vulnerable populations, and staffing shortages.

In this thought-provoking whitepaper, we delve into three powerful strategies to safeguard member coverage. Explore how data-driven member segmentation optimizes outreach, enabling tailored communication. Learn the importance of omnichannel member outreach to engage effectively across multiple channels. And discover how a holistic member experience approach strengthens the redetermination process by addressing individual needs.

Collaborating with customer experience experts can be a game-changer in overcoming the complexities of redetermination. By leveraging their healthcare domain knowledge and digital-first solutions, organizations can enhance communication, improve member responses, and mitigate unnecessary coverage loss.

With the potential to impact the health and stability of millions of Americans, health plans play a vital role in this effort. By providing clear information, accessible resources, and personalized support, they can ensure that no one falls through the cracks during redetermination.

Take a step towards securing continued coverage for Medicaid members. Download the whitepaper today and gain valuable insights, innovative strategies, and practical solutions to navigate the 2023 Medicaid redetermination process successfully. Together, let's empower beneficiaries, build strong relationships, and improve health outcomes for all.

Whitepaper

June 6, 2023

Brand-Without-Effective-Digital-CX-Risk-Irrelevance
Brand-Without-Effective-Digital-CX-Risk-Irrelevance

Brands Without Effective Digital CX Risk Irrelevance

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Whitepaper

Date

May 25, 2023

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Brand-Without-Effective-Digital-CX-Risk-Irrelevance

In the digital age, brands that can't deliver exceptional customer experiences (CX) risk being left behind. This eye-opening whitepaper dives into the crucial role of AI in revolutionizing CX strategies and reshaping customer support.

Discover how AI-driven self-service solutions can turbocharge customer resolutions. By empowering customers with the tools and resources they need, brands can streamline the customer journey, providing faster and more accurate resolutions. Explore real-world success stories across industries like healthcare, retail, and financial services, showcasing the transformative power of AI in CX.

Unlock the potential of analytical insights to enhance CX. Uncover how data-driven strategies and AI technologies can help brands understand customer expectations and tailor their services accordingly. From interactive tutorials to adaptive FAQs and multimedia support materials, learn how self-service options can reduce contact center volumes and enhance customer empowerment.

In a world where digital adoption is accelerating, brands must prioritize CX innovation for sustained success. By leveraging AI and advanced analytics, businesses can create seamless digital experiences that meet and exceed customer benchmarks. Discover how AI is reshaping customer support, optimizing resolutions, and driving customer satisfaction. Dive into this engaging whitepaper and unlock the strategies to transform your brand's digital CX.

Brands Without Effective Digital CX Risk Irrelevance

Brands Without Effective Digital CX Risk Irrelevance

Brands Without Effective Digital CX Risk Irrelevance

Resources

Whitepaper

Date

May 25, 2023

Download Whitepaper
Brand-Without-Effective-Digital-CX-Risk-Irrelevance

In the digital age, brands that can't deliver exceptional customer experiences (CX) risk being left behind. This eye-opening whitepaper dives into the crucial role of AI in revolutionizing CX strategies and reshaping customer support.

Discover how AI-driven self-service solutions can turbocharge customer resolutions. By empowering customers with the tools and resources they need, brands can streamline the customer journey, providing faster and more accurate resolutions. Explore real-world success stories across industries like healthcare, retail, and financial services, showcasing the transformative power of AI in CX.

Unlock the potential of analytical insights to enhance CX. Uncover how data-driven strategies and AI technologies can help brands understand customer expectations and tailor their services accordingly. From interactive tutorials to adaptive FAQs and multimedia support materials, learn how self-service options can reduce contact center volumes and enhance customer empowerment.

In a world where digital adoption is accelerating, brands must prioritize CX innovation for sustained success. By leveraging AI and advanced analytics, businesses can create seamless digital experiences that meet and exceed customer benchmarks. Discover how AI is reshaping customer support, optimizing resolutions, and driving customer satisfaction. Dive into this engaging whitepaper and unlock the strategies to transform your brand's digital CX.

Whitepaper

May 25, 2023

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StraightTalk with Rajesh Subramaniam
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Video

May 24, 2023

Change-the-Customer-Experience-Game-with-Intelligent-Document-Processing-(IDP)
Change-the-Customer-Experience-Game-with-Intelligent-Document-Processing-(IDP)

Change the Customer Experience Game with Intelligent Document Processing (IDP)

Resources

Whitepaper

Date

May 23, 2023

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Change-the-Customer-Experience-Game-with-Intelligent-Document-Processing-(IDP)

Unleash rapid insights, transform customer interactions, and revolutionize your business with Intelligent Document Processing (IDP). In this whitepaper, discover how IDP automates document handling, freeing your employees to focus on high-value tasks and providing lightning-fast customer support.

Bid farewell to manual processes that hinder efficiency and frustrate customers. IDP automatically collates, categorizes, and processes customer information with unrivalled accuracy. Harness the power of advanced artificial intelligence and robotic process automation to streamline operations and deliver rapid insights that delight customers.

Learn how IDP differs from traditional automation and why it's worth your investment. Explore the capabilities that make IDP a game-changer, eliminating bottlenecks and paving the way for digital transformation. From banking to healthcare, government to retail, discover how IDP unlocks value across industries, accelerating insights and driving unparalleled customer satisfaction.

Are you ready to revolutionize your customer experience? Dive into this engaging whitepaper to uncover the secrets of Intelligent Document Processing. Accelerate your insights, exceed customer expectations, and stay steps ahead of the competition with IDP.

Change the Customer Experience Game with Intelligent Document Processing (IDP)

Change the Customer Experience Game with Intelligent Document Processing (IDP)

Change the Customer Experience Game with Intelligent Document Processing (IDP)

Resources

Whitepaper

Date

May 23, 2023

Download Whitepaper
Change-the-Customer-Experience-Game-with-Intelligent-Document-Processing-(IDP)

Unleash rapid insights, transform customer interactions, and revolutionize your business with Intelligent Document Processing (IDP). In this whitepaper, discover how IDP automates document handling, freeing your employees to focus on high-value tasks and providing lightning-fast customer support.

Bid farewell to manual processes that hinder efficiency and frustrate customers. IDP automatically collates, categorizes, and processes customer information with unrivalled accuracy. Harness the power of advanced artificial intelligence and robotic process automation to streamline operations and deliver rapid insights that delight customers.

Learn how IDP differs from traditional automation and why it's worth your investment. Explore the capabilities that make IDP a game-changer, eliminating bottlenecks and paving the way for digital transformation. From banking to healthcare, government to retail, discover how IDP unlocks value across industries, accelerating insights and driving unparalleled customer satisfaction.

Are you ready to revolutionize your customer experience? Dive into this engaging whitepaper to uncover the secrets of Intelligent Document Processing. Accelerate your insights, exceed customer expectations, and stay steps ahead of the competition with IDP.

Whitepaper

May 23, 2023

Our values
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Values That Define Our Culture – The ResultsCX Way
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May 23, 2023

Overview
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Powering Business Outcomes That Underpin Growth
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May 22, 2023

Creating-the-Most-Secure-Outsourcing-Environment-Possible
Creating-the-Most-Secure-Outsourcing-Environment-Possible

Creating the Most Secure Outsourcing Environment Possible

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Whitepaper

Date

May 22, 2023

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Creating-the-Most-Secure-Outsourcing-Environment-Possible

Three important information security questions to ask your BPM partner

In today's interconnected world, businesses face an ongoing dilemma when it comes to protecting their valuable information. Data breaches and security threats have become all too common, demanding a proactive and ever-evolving approach to information security. This whitepaper dives deep into the challenges businesses encounter when partnering with Business Process Management (BPM) providers and provides invaluable insights to create the most secure outsourcing environment possible.

Imagine a world where your company's data is shielded from prying eyes, where breaches and leaks are mere distant nightmares. In this whitepaper, we unravel the complexities of data security, urging businesses to go beyond surface-level protections. It is time to conduct thorough due diligence and determine the exact level of data protection required, ensuring critical information remains secure while staying adaptable in the face of evolving threats. With so much data flooding the digital landscape, it is crucial to establish a protection hierarchy that prioritizes what truly matters.

But how do you choose the right BPM partner in this rapidly changing landscape? That is where this whitepaper comes to the rescue. We guide you through the essential security considerations when selecting a BPM provider. Look for partners, who place the utmost importance on data security, constantly evaluating their storage practices and access protocols across platforms. From email and chat to phone and social media, no communication channel should be left unsecured. Only by addressing potential vulnerabilities holistically can we stay one step ahead of the lurking hackers, waiting for the slightest opening to strike.

Transparency is key. We explore how BPM partners can effectively communicate their data security measures to instil confidence in their clients. Showcase a security-first mindset, highlighting robust security protocols and demonstrating a commitment to safeguarding data at every turn. By clearly articulating their data security story, BPM partners can build trust and provide reassurance that sensitive information is in safe hands.

By incorporating the insights shared in this whitepaper, businesses can establish a solid foundation for a secure outsourcing environment. Proactively asking the right questions and partnering with BPM providers who prioritize data protection will mitigate risks and create a safer future. It is time to take control of your data security destiny and embark on a journey toward the most secure outsourcing environment imaginable.

Creating the Most Secure Outsourcing Environment Possible

Creating the Most Secure Outsourcing Environment Possible

Creating the Most Secure Outsourcing Environment Possible

Resources

Whitepaper

Date

May 22, 2023

Download Whitepaper
Creating-the-Most-Secure-Outsourcing-Environment-Possible

Three important information security questions to ask your BPM partner

In today's interconnected world, businesses face an ongoing dilemma when it comes to protecting their valuable information. Data breaches and security threats have become all too common, demanding a proactive and ever-evolving approach to information security. This whitepaper dives deep into the challenges businesses encounter when partnering with Business Process Management (BPM) providers and provides invaluable insights to create the most secure outsourcing environment possible.

Imagine a world where your company's data is shielded from prying eyes, where breaches and leaks are mere distant nightmares. In this whitepaper, we unravel the complexities of data security, urging businesses to go beyond surface-level protections. It is time to conduct thorough due diligence and determine the exact level of data protection required, ensuring critical information remains secure while staying adaptable in the face of evolving threats. With so much data flooding the digital landscape, it is crucial to establish a protection hierarchy that prioritizes what truly matters.

But how do you choose the right BPM partner in this rapidly changing landscape? That is where this whitepaper comes to the rescue. We guide you through the essential security considerations when selecting a BPM provider. Look for partners, who place the utmost importance on data security, constantly evaluating their storage practices and access protocols across platforms. From email and chat to phone and social media, no communication channel should be left unsecured. Only by addressing potential vulnerabilities holistically can we stay one step ahead of the lurking hackers, waiting for the slightest opening to strike.

Transparency is key. We explore how BPM partners can effectively communicate their data security measures to instil confidence in their clients. Showcase a security-first mindset, highlighting robust security protocols and demonstrating a commitment to safeguarding data at every turn. By clearly articulating their data security story, BPM partners can build trust and provide reassurance that sensitive information is in safe hands.

By incorporating the insights shared in this whitepaper, businesses can establish a solid foundation for a secure outsourcing environment. Proactively asking the right questions and partnering with BPM providers who prioritize data protection will mitigate risks and create a safer future. It is time to take control of your data security destiny and embark on a journey toward the most secure outsourcing environment imaginable.

Whitepaper

May 22, 2023

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Get Your Data Working For Your Business
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May 21, 2023

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Bring Your Social Care and Marketing Strategies Together
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May 20, 2023

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Social Media Management – The Value of Reinforcing Online Trust & Safety

Blog

May 9, 2023

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CMS Taskforce Helps Health Plan Clients Improve 5-Star Survey Ratings

Medicare

Case Study

March 30, 2023

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AI Enabled Training Drives 16% Retail Sales Growth for Home Delivery Food Retailer During Call Volume Surge

Conversational AI

Case Study

March 15, 2023

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Improving Healthcare Outcomes and Experiences Using AI and Chatbots

Blog

May 9, 2023

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Gaming Retailer Boosts NPS by 30% and CSAT by 17% During Holiday Rush with Conversational AI and Analytics

Conversational AI

Case Study

March 15, 2023

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Analytics Boosts Customer Retention and Increases Annual Revenue by $1.27 Million for Streaming Media Giant

Operational Excellence

Case Study

March 15, 2023

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Five Priorities for Optimizing Health Plan Annual Enrollment

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March 15, 2023

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Upgrade Your Cyber Security Strategy with a Ground Up Approach

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May 9, 2023

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Leading Health Plan Elevates CSAT by 12% With Conversational AI During Annual Enrollment

Conversational AI

Case Study

March 15, 2023

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Comcast Business Recognizes ResultsCX Account Manager with Operations Award

Blog

May 9, 2023

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Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%

Operational Excellence

Case Study

March 15, 2023

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How Robust is Your Information Security Stance?

Blog

May 9, 2023

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Agent Training Coupled with Consultative Sales Approach for MSO Client Increased Annual Total Sales by 220%

People & Culture

Case Study

March 15, 2023

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Creating a Secure CX Work-at-Home Environment: 7 Essential Guidelines

Blog

May 9, 2023

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Leading Retailer Leans into Customer Interaction Analytics to Improve CSAT by 91%

Customer Journey Mapping

Case Study

March 15, 2023

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Innovative Surge Staffing Strategy Nets Cost Savings for Streaming Media Brand While Reducing AHT by 12%

Operational Excellence

Case Study

March 15, 2023

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Digital CX Transformation Saves Financial Services Client $1 Million Annually

Digital CX

Case Study

March 10, 2023

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Automation Helps Health Plans Improve Agent License Management and Reduce Reporting Time by 75%

Enrollment

Case Study

March 30, 2023

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Offshore Managed Medicare Claims Work Achieves Near 100% Accuracy

Claims Processing

Case Study

March 30, 2023

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CMS Taskforce Helps Health Plan Clients Improve 5-Star Survey Ratings

Medicare

Case Study

March 30, 2023

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Health Insurer’s Member Service Plan Boosts NPS 12% with Analytics

Operational Excellence

Case Study

March 30, 2023

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Outbound Offers Convert Initially Rejected Cable Customers and Improve NPS by Nearly 60%

Outbound

Case Study

March 30, 2023

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Media Client Speeds Up Resolution with Outbound Calls, Reducing AHT by 100 seconds and Increasing CSAT by 8%

Outbound

Case Study

March 30, 2023

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Robotic Process Automation Targets Order Failures and Helps Cable Provider Unit Increase Sales by 90%

Operational Excellence

Case Study

March 30, 2023

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Appointment Setting Campaign for Health Plan Exceeds Goal by 45%, Supporting Better Outcomes

Case Study

March 30, 2023

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Retailer Expands Support Channels and Availability, Increasing Online Sales by 36%

Omnichannel

Case Study

May 4, 2023

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Global Fitness Retailer Adds Language and Channel Capacity, Achieving 50% Monthly Customer Retention

Multilingual

Case Study

May 4, 2023

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Outbound Program for Telecom Provider Increases Sales by 80%

Outbound

Case Study

May 4, 2023

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Travel Conglomerate Used Analytics to Improve Self-Service, Reducing Customer Contact Volume by 30%

Omnichannel

Case Study

May 4, 2023

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Low-cost Airline Uses Analytics to Improve CSAT by 18%

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May 4, 2023

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Expanding EdTech Sales Outreach with Voice Support Generates $17 Million in Additional Sales

Digital CX

Case Study

May 4, 2023

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Streaming Media Giant Realizes Significant Cost Savings and Expands Support Capacity with Offshore Social Experience Management

Digital CX

Case Study

May 4, 2023

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