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Key Takeaways
The recent budget announced by Chancellor Rachel Reeves has raised significant concerns within the Customer Experience Management (CXM) sector, particularly regarding its impact on operational costs.
The increase in the National Living Wage and National Insurance contributions places a double burden on contact centres, potentially leading to reduced hiring or increased outsourcing.
Companies may shift towards outsourcing as a strategy to mitigate rising domestic labour costs while attempting to maintain service quality.
Ongoing pressure on margins for Business Process Outsourcing (BPO) firms could exacerbate the challenges faced by the industry as costs continue to rise.
Organizations may need to reconsider their approach to technology adoption, emphasising the necessity for automation and improved efficiency.
There is a growing consumer expectation for efficiency and technology-driven solutions in customer service, leading to gre...
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