Reinventing customer experience in a post-COVID virtual world

Two critical needs have emerged for all brands: being virtually-enabled and articulating company values beyond revenue and profitability.

We’re re-evaluating the way we work, how we engage with our customers, and how we benefit the communities around us.  So what better time to re-examine our sourcing and talent approaches? Experimenting with emerging CX services delivery models will be an important part of writing the new playbook and ‘unleashing’ people to cultivate talent.

Impact sourcing models such as Intuit’s Prosperity Hub, are creating economic opportunities in disadvantaged populations and achieving outstanding business outcomes.  Engaging with a handful of service providers including the CX knowledge of SYKES, Intuit first launched its virtual prosperity hub to create jobs and improve customer service in Virginia back in 2016. Since then, Sykes and Intuit have gone on to create two further Prosperity Hubs in Kentucky and Tennessee.

With over a decade of experience in operationalizing virtual work, SYKES is now piloting its first virtual Prosperity Hub effort with Intuit in a Texas community and will continue perfecting that model to maintain virtual engagement with a remote workforce.

Listen to the replay to hear all about the what, why, and how of virtual hubs as a future sourcing model. Here are some of the critical questions we answer:

• What are the benefits of virtual sourcing hubs and what makes them distinct?
• How do you build a similar model for your brand and partner with service providers to achieve your goals?
• How do you pivot to a virtual model?
• What lessons can we learn from Prosperity Hubs about the future of impact sourcing?