Customer experience is one of the outsourcing theme's of 2016. But depending on how one views it, it can either be a consequence of actions taken or a goal of actions to take. Regardless of the approach, it is there. As an example - providing technical support to a customer on the phone based on a call-script will give him a customer experience, the same will happen if a customer asks for support for something which is not in the script. Underlying that is the basic understanding of the business and the customer needs, viewing them as a positive impact, rather than an annoyance. Read the article below to learn more on approaches to customer experience. Click HERE to read article.