Webhelp Kosovo – Europe’s up-and-coming nearshore delivery market

Looking at it from a sector and size perspective, customer experience management is a challenging task for companies in the DACH countries. Operational challenges alongside macro-level (social level) disruptions have made the delivery of an excellent Customer Experience (CX) even more complex. 

In addition to the tight labour market and rising operating costs, the greatest challenges are increased compliance demands and the rapidly shifting CX delivery models. 

A future-oriented outsourcing service provider is characterized, among other things, by its choice of location, which is the perfect basis for outstanding customer service. For this reason, Webhelp has established several operations in Kosovo. Without doubt, Kosovo is one of the most significant and strategically beneficial business locations for the DACH market. 

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the Kosovo region, a perfect choice for high-performance nearshore solutions:

 

Webhelp Kosovo – Nearshore solutions made easy!

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those seeking an experienced Customer Experience partner who is established and strategically positioned in the most relevant nearshore regions.


Emotion: Establishing emotional connections with customers: What brands need to know

Disruptor series

The Webhelp Disruptor Series Part 3:

Emotion: Establishing emotional connections with customers: What brands need to know

Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline employees can be found in this whitepaper, part of Webhelp’s Disruptor series tackling customer experience industry challenges.


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What will motivate the customers of the future?

Successful brands all have at least one thing in common, they clearly understand what customers want, and can pinpoint the most effective way to deliver their products and customer services to meet that need. Here we talk to industry experts from both the Webhelp UK Region and our co-brand Gobeyond Partners to find out how the consumer landscape is changing and what this transformation will mean for customer experience.

Customer behavior is changing, how can businesses build interactions and services to adapt to this change?

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Knowledge will be the key.

It’s absolutely essential that organisations understand their customer’s journeys and identify how these have changed as behaviours and expectations have shifted as a result of the crisis.

For example, it’s clear that the face of retail has changed, perhaps forever, with many brands catering to a larger, more mixed demographic who are now adopting e-commerce as their new normal. We are all shopping more frequently online and avoiding the store experience. [1]

Subsequently, companies who establish a real depth of consumer knowledge and who uncover and meet their customer’s core motivations and expectations at relevant points on the service path, are the most likely to succeed moving forwards.

Mark Palmer, CEO, Gobeyond Partners

Transformation in consumer trends and actions will become a natural driving force in the evolution of business processes. Being able to identify behavioural change undertaken by a specific demographic and how this relates to failures (and opportunities) in the service process, will be crucial in shifting the dial.

As will identifying how and where to integrate technology to fully support the end-to-end journey and drive a peak customer experience.

What are the stumbling blocks business should be aware of when creating enhanced customer relationships to build recovery?

Mark Palmer, CEO, Gobeyond Partners

Investment in new infrastructure, more advanced service models and increased data capture and analysis will be prerequisite for sustainable recovery. However, speaking realistically, finding working capital to deliver these solutions may be an issue for brands already suffering from economic pressure due to the pandemic.

The ability to make agile business decisions will be imperative and to minimise risk it is absolutely essential that investment is focused in the right places.

Dave Pattman, MD CX Services, Gobeyond Partners

Added to this, consumer confidence is still fragile – although the UK index rose slightly over the summer[2] – and early signs of recovery stand in the shadow of the second wave of the pandemic, now projected to hit Europe hard in the colder months ahead.

Obviously, brands are now challenged to create viable forecasts against shifting consumer demand, and to be adequately resourced to meet them. In this uncertain climate decisions on pivot points such as when to recruit to meet demand and when to reduce outlay become much more abstract and theoretical.

There will be an increased need for increased online services & intelligent automation to meet these fluctuations economically and to increase flexibility and response rates.

How can brands use innovative digital thinking to respond to new consumer attitudes?

Mark Palmer, CEO, Gobeyond Partners

Our recent Whitepaper revealed that, to reorient and flourish in the new consumer landscape, brands must become more adaptable, focused, digital and human. Of these four pillars, the need to become more digital is perhaps the easiest for brands to understand, but the hardest to deliver in a meaningful way.

They know that new online citizens are emerging and that the world of work has undergone a radical change, but they may have difficulty identifying the pain points that this transformation will bring to their customer journeys – and how and where to embed the most useful digital offerings to best address them.

They must seek out resources to help laser focus their efforts to deliver rapid, effective change – and make the most out of their limited resources.

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Many organisations will be exposed due to their lack of digital literacy and will struggle to create effective engagement strategies that ensure they maximise the power of digital intervention at the relevant points in customer lifecycle.

If you don’t thoroughly understand the customer journey, it is difficult to automate or digitise processes in a way that will positively impact customer experience. There is also a danger that you may jeopardise future ability to offer additional propositions, products and services in the best window for action.

Customer insight must be embedded throughout the whole digital transformation process, as it provides the basis to offer intelligent next best action tools.

At Webhelp, we are identifying where human support adds value to digital experiences. Providing guidance and support to customers and brands during high value, complex and emotionally important journeys is critical.

Dave Pattman, MD CX Services, Gobeyond Partners

Brands that honestly seek to innovate have to be willing to supersede ‘faceless’ digital experiences and really connect with their customers. Technology is changing the way service is approached, created and delivered, but the juxtaposition of advanced technology and the human touch, must be carefully managed to enhance rather than hinder customer experience. Success will only be achieved through combining the right technology with a human mindset and strong digital strategy.

Finally, the time has come for brands to let go of dated and limiting legacy technologies and infrastructure, which are often swept under the carpet of the digital transformation roadmap. Failure to do this will put them at a serious disadvantage, as innovators will swiftly build the future of service without them.

[1] Forbes

[2] research-live.com GfK Consumer Confidence Index


Your Guide to build an efficient patient-oriented strategy at a
global scale

In a context fueled by digital disruption and global acceleration, healthcare companies must design a new framework to better provide a seamless, constistent care accross all moment and all frontiers Through this white paper, Webhelp Medica reveals its best practices and learnings based on more than 20 years of expertise. Mixing feedbacks, testimonials and regulatory analyses, here are the keys to a winning strategy.

Read the Whitepaper Here

Whitepaper: Reimagining service for the new world

Whitepaper 14th July 2020

A framework for tomorrow’s successful customer-focused operating models

As the urgency for change and transformation intensifies in the post COVID landscape, some pivotal questions will be raised: How different will service look and feel in the future? How will businesses and their operations need to adapt? And how can employers engage and support their colleagues to deliver on new customer promises?”

This new Whitepaper, reimagining service for the new world aims to address these crucial questions and discover more about how to leverage customer service models in this new world.

This is a joint publication with Gobeyond Partners, part of the Webhelp group, is underpinned by our unique industry perspective and new research to reveal the operating models of the future.

Click here for an instant download: Reimagining service for the new world

And join our mailing list below for invitations to forthcoming events and webinars


The Summer of B2B Marketplaces

The Summer of B2B Marketplaces

Following our last two studies “2017 – The spring of B2B Marketplaces” and “2018 – B2B marketplaces are blossoming”, we once again joined forces with the strategy consulting firm Roland Berger and with Mirakl to take stock of this new year of development for B2B marketplaces.

This new version, entitled The summer of B2B marketplaces: a bright future ahead for marketplace development, goes further into the new development and opportunities for B2B marketplaces.

We invite you to download this study, which addresses several topics in detail:

  • The different maturities on the subject of B2B Marketplaces by industry;
  • The 5 different strategies of B2B Marketplaces;
  • The different approaches to launch such a project;
  • A focus on the automotive spare-parts market based on the Marketplace model.