Vertex Group of Companies
Full Name
1. During the festive season, how important is customer experience (CX) to your brand’s overall strategy?
Not importantSomewhat importantImportantVery importantExtremely important
2. Do you outsource any customer experience (CX) functions during the festive season?
Yes, all CX functionsYes, some CX functionsNo, all CX functions are managed in-house
3. What are the primary reasons your brand chooses to outsource CX operations during the festive season? (Select up to 3)
Improved customer satisfactionCost efficiencyAccess to specialized talentScalability during peak periodsEnhanced multilingual/omnichannel supportAccess to advanced technology/AI solutionsOther (please specify)
4. What percentage of your customer support interactions are managed by outsourcing partners during the festive period?
0%1–25%26–50%51–75%76–100%
5. How critical do you consider the role of advanced AI-led solutions (e.g., chatbots, predictive analytics, generative AI) in delivering superior customer experience during the festive season?
Not criticalSomewhat criticalNeutralImportantExtremely critical
6. In what ways do you use AI and machine learning in your customer experience strategy? (Select all that apply)
Personalized product recommendationsTailored marketing messagesAutomated post-purchase communications/loyalty programsReal-time monitoring of agent-customer interactionsPredictive analytics for customer needsWe do not use AI/ML in CX
7. What are the main customer pain points you aim to address during the festive season? (Select all that apply)
Timely deliveriesHassle-free returns/exchangesInstant issue resolutionMultilingual supportSeamless omnichannel experienceOther (please specify)
8. To what extent do you agree with the following statement: “Outsourcing partners with advanced AI capabilities are crucial to delivering seamless and responsive customer experiences during peak festive season.”
Strongly disagreeDisagreeNeutralAgreeStrongly agree
9. What impact has outsourcing had on your brand’s ability to scale and maintain service excellence during the festive period?
Significant positive impactSome positive impactNo impactSome negative impactSignificant negative impact
10. Does your brand plan to expand partnerships with outsourcing providers for post-festive customer support and retention?
Yes, significantlyYes, moderatelyNo changeNo, we plan to reduce partnerships
11. What is the most important outcome you wish to achieve by outsourcing customer experience functions?
Increased satisfaction scoresHigher retention/loyaltyReduced operational costsFaster response timesGreater personalizationOther (please specify)
12. What percentage of your customer base requires multilingual support during the festive season?
13. How likely are you to recommend outsourcing CX functions to other brands in your industry for the festive period?
Not likelySomewhat likelyLikelyVery likelyExtremely likely
