# ResultsCX — Full Site Content > ResultsCX is a global customer experience management (CXM) company. For more than three decades it has helped global brands accelerate revenue, optimize cost, and enhance customer experience by combining skilled people, industry-specific processes, and AI-led technology. Huntswood is a ResultsCX company serving UK regulated markets. Source: https://resultscx.com Generated: August 2026 --- ## Company overview ResultsCX describes itself as a global Customer Experience Management (CXM) leader and a purpose-driven company whose proof is in the results. Its stated positioning is that customer experience is now decided by two things: shifting focus from operational excellence alone to powering business outcomes, and prioritizing digital CX investments where they create the most impact. The company frames its entire offer around three outcome pillars, which recur across every service and industry page: - **Revenue acceleration** — digitally led CX strategies, tools, and accelerators that advance growth. - **Cost optimization** — omnichannel strategies, a resolution-centered approach, and workforce management tooling that contain cost to serve. - **Enhanced experience** — seamless, responsive, data-driven experiences that bring customers back. Its tagline for this triad is #ResultsMatter. A parallel employee-facing tagline, #PeopleMatter, supports its people-first culture messaging. ### Scale and reach Figures published across the site (see the note at the end of this file about inconsistencies between pages): - 26,000+ employees worldwide - 170+ global brands served (the outcomes and about pages cite 75+ time-tested partnerships, an older figure) - 16 language capability - 10,000+ home-office agents - 25–30+ engagement hubs - 93% customer retention - 10-year average tenure of top 10 clients - Home Office work-at-home operations across the Americas, Europe, and the Philippines where client rules permit ### Corporate structure and history Founded in 1990, formerly known as The Results Companies. Headquartered in Fort Lauderdale, Florida. Backed by ChrysCapital. ResultsCX acquired Huntswood, the UK-based consulting and customer solutions company, expanding capability in banking, financial services, insurance, and energy and utilities. Huntswood is a market leader in complaint management, remediation, and fraud resolution, and the acquisition extended the ResultsCX footprint into South Africa. ### Culture and recognition ResultsCX positions employee experience as inseparable from customer experience, citing servant leadership, diversity and inclusion, and its R.E.A.L. Women initiative. It is Great Place To Work certified across eight countries: Bulgaria, Honduras, India, Mexico, the Philippines, South Africa, the United Kingdom, and the United States — its fifth consecutive certification in the U.S. Recent recognition includes: - 2026 Fortress Cybersecurity Awards — Overall Winner, plus awards for Continuous Exposure Management, Identity Security Posture Management, and Leadership - Leader, Everest Group Healthcare CXM Intelligent Operations PEAK Matrix Assessment 2026 - Innovator, Avasant CX Center Business Process Transformation RadarView Assessment 2025–26 - Major Contender, Everest Group Customer Experience Management Services PEAK Matrix 2025 (Americas) — third consecutive year - AI Breakthrough Award 2026; Inspiring Workplaces 2026; multiple Great Place To Work country awards ### Security and compliance posture The outcomes page lists a top-of-peer-group security ranking with HIPAA HITRUST certification, PCI-DSS, FFIEC, SOC 1, SOC 2, and GLBA. URL: https://resultscx.com/about-us/ --- ## Services ResultsCX organizes its services into three lines: Digital CX, Resolution-Centered CX, and Analytics & Consulting. ### Digital CX Positioning: meet customers where they are and deliver frictionless experiences. As customers increasingly prefer online and mobile channels, the company argues it is no longer possible to serve customers well without digital-first engagement. Approach: a set of next-gen technology platforms, tools, and services mixing proprietary and partner solutions. These generate customer intelligence, optimize channel mix, empower agents, and orchestrate omnichannel journeys. SupportPredict, the proprietary digital experience platform, supplies AI-driven self-service for customers and Agent AI for advisors. Social Experience Management handles monitoring of and response to social media conversation. Sub-services: - **Omnichannel CX** (https://resultscx.com/omnichannel-cx/) — connected voice and digital engagement across channels. - **AI operations and bots** (https://resultscx.com/ai-operations-bots/) — conversational AI, automation, and AI-driven data operations. Also listed under cost optimization as AI & Data Ops. - **Social experience management** (https://resultscx.com/social-experience-management/) — social care, moderation, and brand-reputation protection. A complimentary social media analysis is offered. - **SupportPredict Genius** (https://resultscx.com/supportpredict-genius/) — AI platform for intelligent support. - **SupportPredict Agent AI** (https://resultscx.com/supportpredict-agent-ai/) — real-time agent assist and guidance. - **SupportPredict self-service and bots** (https://resultscx.com/support-predict-self-service-bots/) — deflection and containment through self-service. - **SupportPredict self-learning knowledgebase** (https://resultscx.com/self-learning-knowledgebase-ui/) — knowledge-as-a-service that improves with use. URL: https://resultscx.com/digital-cx/ ### Resolution-Centered CX Positioning: accelerate the customer's path to resolution, simplify CX, and build brand advocacy. The stated goal is to make life easier for millions of consumers worldwide by helping them reach quick and accurate resolution through digital and hybrid solutions — improving efficiency, reducing customer effort, and lowering cost. Approach: a holistic CXM method using technology-driven platforms to maximize the performance of people and processes — generating customer intelligence, optimizing channel mix, empowering agents, and orchestrating seamless omnichannel journeys. Sub-services: - **Customer acquisition** (https://resultscx.com/customer-acquisition/) — inbound and outbound sales tailored to customer situation. - **Customer care and retention** (https://resultscx.com/customer-care-and-retention/) — service and loyalty programs that reduce churn. - **Account management** (https://resultscx.com/account-management/) — order and account support. - **Complaints management** (https://resultscx.com/complaints-management/) — regulated complaint handling and remediation, the Huntswood specialism. - **Technical support** (https://resultscx.com/technical-support/) — tiered technical assistance. - **Billing and collections** (https://resultscx.com/billing-collections/) — billing enquiries, payments, and collections. - **Back office processing** (https://resultscx.com/back-office-processing/) — described on the service page as smart back office; transaction processing and administration. URL: https://resultscx.com/resolution-centered-cx/ ### Analytics & Consulting Positioning: build an intelligent, data-driven CX organization. The argument is that value comes from embedding analytics at every point of interaction across the journey, not from isolated reporting. Approach: services spanning Trend, Tactical, Growth, and Intensive Analytics, designed to move an organization progressively toward better outcomes — from solving CX problems, to seizing opportunities, to sparking innovation and growth. AI, automation, and advanced analytics convert data into strategic insight, identifying performance drivers across agent coaching, performance, compliance, and process improvement. Sub-services: - **Advanced analytics** (https://resultscx.com/advanced-analytics/) — interaction and performance analytics. - **Speech analytics** (https://resultscx.com/speech-analytics/) — voice-of-the-customer insight from conversations. - **Data visualization** (https://resultscx.com/data-visualization/) — dashboards and reporting. - **Business process optimization** (https://resultscx.com/business-process-optimization/) — process redesign for satisfaction and efficiency. - **Business transformation** (https://resultscx.com/business-transformation/) — digital technologies fused with analytics and process expertise. - **Customer journey mapping** (https://resultscx.com/customer-journey-mapping/) — journey diagnostics and gap closure. URL: https://resultscx.com/analytics-consulting/ ### Proxy and shareholder engagement services Proxy voting support offered to two audiences: solicitors, and infrastructure and operations providers. URL: https://resultscx.com/proxy-and-shareholder-engagement-services/ --- ## Business outcomes The outcomes page sets out the company's central argument: businesses commonly fail at CX improvement by chasing siloed operational metrics — CSAT, FCR, AHT — instead of business outcomes, and by struggling to know where digital CX investment produces the best return. ResultsCX positions its collaborative CXM approach as going beyond operational excellence to identify, deploy, and manage digitally influenced customer journeys that maximize business impact. Operational improvements claimed: increased NPS and CSAT, faster speed to agent proficiency, improved FCR, lower AHT, and improved agent productivity and satisfaction. ### Revenue acceleration Turbocharging sales through omnichannel engagement and analytics, maximizing revenue opportunity at every journey stage. Levers named: customer acquisition through tailored inbound and outbound sales; share of wallet through a consultative sales model and outbound programs; customer renewals maximized with AI and data analytics; churn addressed through full lifecycle support across sales, care, technical, back office, and front office. - Sales acceleration: https://resultscx.com/sales-acceleration/ - Lifetime value maximization: https://resultscx.com/life-time-value-maximization/ - Pillar page: https://resultscx.com/revenue-accelerator/ ### Cost optimization Best-in-class service at lower support cost, driving process excellence and agent effectiveness. Levers named: cost of acquisition reduced through omnichannel awareness across self-serve, email, chat, text, and voice; cost to serve reduced through unified resolution-centered solutions that cut support costs, volumes, and handle time; cost of attrition reduced through tailored compensation; cost of training reduced through a workforce management toolkit enabling quick ramp-up. - IntelliAgent: https://resultscx.com/intelliagent/ - Workforce management: https://resultscx.com/workforce-management/ - Process consulting and excellence: https://resultscx.com/process-consulting-excellence/ - Performance analytics: https://resultscx.com/performance-analytics/ - Agent health and wellness: https://resultscx.com/agent-health-wellness/ - Pillar page: https://resultscx.com/cost-optimization/ ### Enhanced experience Integrating digital and voice engagement to create customers for life, letting customers connect on their own terms. Characteristics named: insight-driven, using predictive insight to anticipate behavior and spot issues in real time; responsive, through effortless omnichannel tools with human support; digital, with AI-powered platforms working alongside analytics; and seamless, through holistic journey design across every touchpoint. - Social experience management: https://resultscx.com/social-experience-management/ - Omnichannel and intelligent steering: https://resultscx.com/omnichannel-intelligent-steering/ - NPS predictor: https://resultscx.com/nps-predictor/ - Churn reduction: https://resultscx.com/churn-reduction/ - FCR booster: https://resultscx.com/fcr-booster/ - Pillar page: https://resultscx.com/experience-enhancement/ ### Delivery characteristics Six capabilities are named as underpinning delivery: end-to-end customer care and support across awareness, consideration, acquisition, service, and loyalty; security and compliance credentials; AI-based knowledge management with contextual multi-geography support; advanced analytics driving multi-channel efficiency and cross-sell and upsell; workforce readiness including seasonal ramp, AI-enhanced onboarding, agent incentives, and prescriptive sales coaching; and consistent, repeatable core best-practice operations. URL: https://resultscx.com/business-outcome/ --- ## Industries Overview page: https://resultscx.com/industries/ ### Healthcare Positioning: combining AI with human empathy to deliver healthcare experiences that connect. The stated aim is to reduce cost, lift STAR ratings, and help members, providers, and patients take control of their healthcare journey through real-time insight, persona-based training, and agile teams — scaling the business, not the cost. **Who it serves.** *Payers* — seamless, compliant member experiences, with claimed results of a 54% reduction in escalations and a 13% increase in member satisfaction; rapid scaling, cost control, and STAR rating improvement through disruptive seasons. *Providers* — streamlined patient access, faster revenue, and reduced administrative burden through proactive scheduling, smoother check-ins, and faster authorizations. *Medical device companies* — durable medical equipment firms scaling contact operations for regulatory change, equipment recalls, and home care demand, including FDA incident capture and reporting. **Solution areas.** - Member onboarding (https://resultscx.com/healthcare/member-onboarding/) — acquisition, eligibility, enrollment, renewals, and ID card management with licensed agents and AI-driven efficiency, built for Annual Enrollment Period surges. - Member engagement (https://resultscx.com/healthcare/member-engagement/) — proactive outreach, health risk assessments, grievance resolution, and real-time support. - Network engagement (https://resultscx.com/healthcare/network-engagement/) — provider credentialing and support for PBMs and TPAs. - Patient access (https://resultscx.com/healthcare/patient-access/) — reducing friction and streamlining processes for better satisfaction and health outcomes. - Care management (https://resultscx.com/healthcare/care-management/) — care gap closure, utilization management, appointment scheduling, nurse triage, and prescription refills. - Claims management (https://resultscx.com/healthcare/claims-management/) — adjudication, inquiries, and prior authorizations. - Risk and compliance (https://resultscx.com/healthcare/risk-compliance/) — healthcare standards compliance, audit support, and complaint and grievance management. - CMS STAR ratings (https://resultscx.com/cms-star-member-experience/) — a dedicated CMS Center of Excellence with HEDIS and CAHPS support for Medicare Advantage member experience and quality scores. - Persona training (https://resultscx.com/healthcare/persona-training/) — persona-based learning that builds empathy and speeds proficiency. - Geo diversification (https://resultscx.com/healthcare/geo-diversification/) — multi-geography delivery. URL: https://resultscx.com/healthcare/ ### Telecom and media Reducing churn, handling complexity at scale, and turning every service interaction into retention. URL: https://resultscx.com/telecom-and-media/ ### Retail Driving loyalty through peak-ready, omnichannel CX that converts browsers into repeat buyers. URL: https://resultscx.com/retail/ ### Technology Support for fast-growth technology brands. URL: https://resultscx.com/fast-growth-tech/ ### Banking and financial services Navigating compliance without sacrificing customer experience, serving customers across every financial moment. Current campaign positioning centers on predictive and human-centric operations for the next era, supported by an ISG whitepaper on moving from reactive risk to predictive ROI. URL: https://resultscx.com/bfsi/ ### Insurance Claims, service, complaints, and remediation for insurers, spanning the value chain from first notification of loss through settlement. In the UK this is delivered under Huntswood with an FCA and Consumer Duty compliance framework. URL: https://resultscx.com/insurance/ ### Utilities Customer operations for utility providers. URL: https://resultscx.com/locations/usa/utilities/ --- ## Complaints360 Launched in May 2026, Complaints360 is positioned as the only comprehensive complaints solution for regulated organizations. It is delivered by Huntswood, a ResultsCX company, and comprises a suite of modules — Consult360, Outperform360, Resolve360, Evolve360, and a CORE AI layer — covering advisory, performance improvement, resolution delivery, and continuous evolution of complaint operations. - Product site: https://www.huntswood.com/complaints360 - Launch release: https://resultscx.com/press-release/resultscx-launches-complaints360-to-help-regulated-organizations-improve-complaint-outcomes/ --- ## Locations Delivery spans the Americas, EMEA, and Asia, complemented by a work-at-home model. - All locations: https://resultscx.com/locations/ - United States: https://resultscx.com/locations/usa/ - Honduras: https://resultscx.com/locations/honduras/ - Mexico: https://resultscx.com/locations/mexico/ - EMEA: https://resultscx.com/emea/ - United Kingdom: https://resultscx.com/locations/united-kingdom/ - Ireland: https://resultscx.com/locations/ireland/ - Bulgaria: https://resultscx.com/locations/bulgaria/ - South Africa: https://resultscx.com/locations/south-africa/ - India: https://resultscx.com/locations/india/ - Philippines: https://resultscx.com/locations/philippines/ - Work from home: https://resultscx.com/locations/work-from-home/ --- ## Insights The insights hub carries blogs, case studies, healthcare-specific insight, videos, whitepapers, and a glossary of CX and BPM terms. - Insights hub: https://resultscx.com/insights/ - Blog: https://resultscx.com/blog/ - Case studies: https://resultscx.com/case-study/ - Healthcare insights: https://resultscx.com/insights-healthcare/ - Videos: https://resultscx.com/videos/ - Whitepapers: https://resultscx.com/white-papers/ - Glossary: https://resultscx.com/glossary/ ### Featured whitepapers - **From reactive risk to predictive ROI: redefining CX operations in banking and financial services** (February 2026) — https://resultscx.com/white-papers/from-reactive-risk-to-redefining-cx-operations-in-banking-and-financial-services/ - **Reimagining customer experience management on social media** (September 2024) — https://resultscx.com/white-papers/ready-to-dive-into-social-experience-management-whitepaper/ - **Guidebook: shooting for the CMS Stars** (May 2024) — strategies for Medicare Advantage plans facing an evolving Star Ratings methodology, noting roughly 34 million people enrolled in MA plans and 74% of those in MA-PD contracts rated 4 Stars or higher. https://resultscx.com/white-papers/guidebook-shooting-for-the-cms-stars/ - **CXM's coming of age: skin in the game taking center stage** — a conversation between Vikash Jain of BCG and Rajesh Subramaniam, MD and CEO of ResultsCX. https://resultscx.com/white-papers/cxms-coming-of-age-skin-in-the-game-taking-center-stage/ - **Brands without effective digital CX risk irrelevance** (May 2023) — https://resultscx.com/white-papers/brands-without-effective-digital-cx-risk-irrelevance/ - **Creating the most secure outsourcing environment possible** (May 2023) — three information security questions to ask a BPM partner. https://resultscx.com/white-papers/creating-the-most-secure-outsourcing-environment-possible/ ### Representative case studies - Analytics boosts customer retention and increases annual revenue by $1.27 million for a streaming media brand — https://resultscx.com/case-study/analytics-boosts-customer-retention-and-increases-annual-revenue-by-1-25-million-for-streaming-media-giant/ - Leading retailer uses customer interaction analytics to improve CSAT by 91% — https://resultscx.com/case-study/leading-retailer-leans-into-customer-interaction-analytics-to-improve-csat-by-91/ - Digital CX transformation saves a financial services client $1 million annually — https://resultscx.com/case-study/digital-cx-transformation-saves-financial-services-client-1-million-annually/ - Gaming retailer boosts NPS by 30% and CSAT by 17% during holiday peak with conversational AI and analytics — https://resultscx.com/case-study/gaming-retailer-boosts-nps-by-30-and-csat-by-17-during-holiday-rush-with-conversational-ai-and-analytics/ - AI-enabled training drives 16% retail sales growth for a home delivery food retailer during a volume surge — https://resultscx.com/case-study/ai-enabled-training-drives-16-retail-sales-growth-for-home-delivery-food-retailer-during-call-volume-surge/ - Robotic process automation targets order failures and helps a cable provider unit increase sales by 90% — https://resultscx.com/case-study/robotic-process-automation-targets-order-failures-and-helps-cable-provider-unit-increase-sales-by-90/ - Leading health plan elevates CSAT by 12% with conversational AI during annual enrollment — https://resultscx.com/case-study/leading-health-plan-elevates-csat-by-12-with-conversational-ai-during-annual-enrollment/ - Innovative surge staffing strategy nets cost savings for a streaming media brand while reducing AHT by 12% — https://resultscx.com/case-study/innovative-surge-staffing-strategy-nets-cost-savings-for-streaming-media-brand-while-reducing-aht-by-12/ --- ## Careers ResultsCX frames the employee journey as equal in importance to the client journey, aiming for a high-performing, supportive environment where people grow professionally and personally. Great Place To Work certification is presented as evidence, since it rests almost entirely on employee feedback. - Careers and life at ResultsCX: https://resultscx.com/careers/ - Careers blog: https://resultscx.com/careers-blog/ - Job search: https://careers.resultscx.com/ - Country pages: United States, Honduras, Mexico and Latin America, Philippines, Bulgaria, and India, all under https://careers.resultscx.com/ --- ## ESG and social impact As a purpose-led company, ResultsCX measures impact through an ESG lens, focused on improving resource efficiency, advancing inclusivity, and accelerating transparency in daily operations, with continual refinement of strategy, assessment tools, and training. - ESG: https://resultscx.com/esg/ - Corporate social responsibility: https://resultscx.com/csr/ - R.E.A.L. Women: https://resultscx.com/r-e-a-l-women-real-resultscx/ --- ## Company and contact - Why ResultsCX: https://resultscx.com/why-resultscx/ - About us: https://resultscx.com/about-us/ - Our story: https://resultscx.com/our-story/ - Leadership: https://resultscx.com/leadership/ - Awards: https://resultscx.com/awards/ - Analyst recognition: https://resultscx.com/analyst-recognitions/ - Technology partners: https://resultscx.com/technology-partner/ - Technology and security: https://resultscx.com/technology-security/ - News and press releases: https://resultscx.com/press-release/ - Contact: https://resultscx.com/contact/ - Privacy policy: https://resultscx.com/privacy-policy/ Social: LinkedIn (https://www.linkedin.com/company/resultscx), Instagram (https://www.instagram.com/resultscx/), Facebook (https://www.facebook.com/ResultsCX), X (https://twitter.com/ResultsCX), YouTube (https://www.youtube.com/@ResultsCX).