Stop Trusting Third Parties with Your Customer Experience

Companies have long tried to cut costs by outsourcing certain functions to third parties. Whether it’s providing customer service or producing and delivering actual products, many brands opt to use vendors to fulfill some of their commitments to customers. When it comes to key customer-facing channels, though, this practice can put customer loyalty and brand identity at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience. […]


Published on October 2nd –