Beyond Outsourcing: Elevate your CX with IAM principles

Customer experience is shaped by more than front end interactions. In high volume environments, the way agents are identified, supported and given access to information can have a direct impact on service quality, risk and trust.

In this webinar, Jim Small, Identity Service Line Director at Hippo, joins Siobhain Goodall, Senior Client Executive at Ventrica, to explore how identity and access management principles can improve customer experience in global BPO settings.

The session will look at how organisations can better support seasonal, temporary and lower tenured agents, while reducing risk and improving consistency. It will also cover access controls, skills based support and the role of identity and data in protecting vulnerable users and enabling more personalised service.

Attendees will leave with practical insight into how IAM approaches can help reduce poor CX, limit unnecessary exposure and support people with different needs more effectively.