"I can’t say enough great things about the CXSS team, and I’m not an easy grader.
I engaged CXSS to help our start-up select the right BPO partner for us. We were looking for a highly competent team in a niche field, at a reasonable price (more focus on empathy and problem solving approach than pricing). Tom did all of the heavy lifting, pushing, hard question-asking and always made himself available for discussion. He made me feel like we were his only client and was always two steps ahead of me, so I never had to ask what’s next. His process was streamlined and fine-tuned with great assessment tools, and yet highly personalized, leveraging his intuition and experience.
In addition to helping us pick a BPO partner, we leveraged CXSS’s consulting services to design and operationalize the launch and help select the tech stack to support our CX/EX vision. Although I’ve managed a 500 seat contact center and am decently knowledgeable about CX, starting a contact center and building CX from the ground up, was something very new to me. Our initial engagement with Pete was to design our CX strategy and create a project plan for launching a program from scratch. Not only was the output of the work so great that we decided to continue with two more engagements but, almost more importantly, Pete’s working style and approach made it fun and collaborative. Pete knew when he needed to lead and I was out of my depth, but also understood when I had a point of view and felt strongly about something. Pete proactively helped with pretty much whatever needed helping, negotiating contracts, leveraging his years of experience to include valuable considerations, suggesting process, recommending technology and I never heard “that’s not part of the engagement, or we can do that, but it would be an extra fee”.
If you’re looking for true partners that genuinely have your best interest at heart, then this is your team. With Tom, Pete and Kathleen’s advisory support for an integrated approach to BPO selection, a full build of CX processes, technology selection and implementation, training curriculum design and several other areas of support - right up to the launch of our product - I’m feeling great about our customer support and that we can distinguish ourselves from our competitors based on our CX."
Michelle MartinezHead of Customer Experience