iCXeed

iCXeed is the only true digital-first contact center outsourcer in the market. They’re disrupting the Business Process Outsourcing (BPO) industry, by eliminating businesses’ needs for traditional customer service and modernizing their client’s overall brand experience to unlock customer value and accelerate digital growth. iCXeed is a full-suite business process innovation company designed & driven by a common purpose: to accelerate growth for digitally centric businesses and high-growth start-ups by delivering LESS service and MORE value.

What iCXeed offers its clients

iCXeed accelerates growth for their clients with a holistic view of their client's customers' brand experience, powered by their customer service lens. They deliver quantifiable value by attracting, engaging, delighting, and protecting their client's customers with digitally native solutions.

By fusing automation and AI technologies with human insights to eliminate or reduce the need for service interactions, iCXeed goes beyond just resolving customer issues, they proactively weed out the problems. iCXeed wants to work LESS on fixing customer friction so they can work MORE with their clients to unlock their maximum potential with their customers.

Less friction. More value. Happier Customers. More growth.

A trusted partner that accelerates digital growth.

How iCXeed outshines the competition

iCXeed aligns itself with its clients, operating as an extension of one's brand as a true strategic partner, who deliver value-based outcomes. iCXeed consistently produces up to 30% more efficient customer service handling, commercially back themselves to reduce service volumes by up to 10% year-on-year, and delivers 10x returns on its value add services.

iCXeed's founding team have over 100-years of combined contact center outsourcing experience. Their approach fuses technology and talent together to deliver the most optimal experience for the client's customers. Why this is important for any client program, is that they hire and train their CX experts with digital & technical skills in addition to the traditional service training.

These skills include:
• Analytics
• Customer Journey Mapping
• Automation
• Citizen Development
• AI Enablement
• Omnichannel Optimisation

iCXeed's philosophy is built on a fundamental principle that the BEST customer experience is NO service experience. When one looks at the volume coming into contact centres, more than 60% is what they would call failure demand, demand that is resulting from a customer experiencing some issue or friction with your product or service.

Most BPO's have built their business around solving customer problems. They do it quickly and effectively, but they simply stop there and they’re just solving the same issues over and over. This is where iCXeed stands out from the pack, they're a strategic partner who drives growth and superior customer outcomes, and they're disrupting the customer experience industry with this unique proposition.

iCXeed company structure

Privately owned. iCXeed was founded by four seasoned leaders from the US, Australia, India, and the Philippines, who wanted to build a company that challenged the norms of traditional business process outsourcing. The company's diverse team shares an audacious vision: to usher in the next era of the customer experience industry with business process innovation. iCXeed's driven by a common purpose: to accelerate digital growth for their clients by delivering LESS service and MORE value.

Sample highlight service offering of iCXeed

iCXeed make it EASY to do business and kick-start any outsourcing engagement.

They offer a 100-Day Accelerator Program to test and demonstrate how they transform, accelerate, and achieve digital growth objectives for their clients. No lock-in contracts, they prove results, and you gain a strategic partner. They can build your team in 1 week with dedicated program experts.

Their four (4) accelerator programs include:

1. 100-DAY DELIGHT ACCELERATOR LAB
Your business case for: Customer Care, Loyalty Programs, Customer Retention, Help-Desk Services, Billing & Provisioning, Back-Office

Service Inclusions: Customer journey mapping, Omnichannel orchestration, AI & self-service optimization, Multimedia analytics, Digital best practices + 100 day report outlining future digital CX optimization recommendations and roadmap.

2. 100-DAY INTELLIGENCE ACCELERATOR LAB
Your business case for: Fraud Prevention, Content Moderation, AI Annotation

Outcomes to Expect: Human-led coaching & development of AI & self-service journeys, Brand reputation protection, Detection & intelligence, Protect your customer against AI errors, Self-service performance gap remediation + 100 day report outlining outlining future customer protection and promoter intelligence recommendations.

3. 100-DAY GROWTH ACCELERATOR LAB
Your business case for: Social Media Strategy, Content Creative & Publishing, Conversation Management, Listening & Insights

Outcomes to Expect:Accelerate brand awareness, Increase followers, Raise engagement, Increase click-through, Drive web traffic + 100 day report outlining future content, channel, and social media strategy & recommendations.

4. 100-DAY ENGAGE ACCELERATOR LAB
Your business case for: Proactive Chat, Service to Sales, Inbound Sales, Cart Conversion, Campaign Management, Customer Acquisition, Upsell/Cross Sell.

Outcomes to Expect: Accelerate purchase decisions, Convert more customers, Upsell / cross-sell at point of purchase, Reduce shopping cart abandonment