Why Your Outsourcer Experience Is Your Customer Experience

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Neil Bartholomew Keynote – 2019 EmpowerCX Europe

Neil Bartholomew spent his time on stage at this year’s EmpowerCX 2019 Europe answering a very important industry question: How do you work with an outsourcing provider to deliver on customer experience?

By drawing on over 25 years of experience, most recently as an Executive Director of Customer Operations (with responsibility for 15,000 in-house and outsourced employees) he highlighted the mistakes and presumptions organizations make – and therefore need to avoid – when dealing with their customers, their channel strategies and their outsourcers, in order to provide the answer.