In the Business Process Outsourcing (BPO) industry, the connection with customer experience (CX) is crucial for several reasons. Here's an overview of the importance of CX in BPO:
### 1. **Customer Satisfaction and Retention**
- **Impact on Loyalty**: A positive customer experience increases customer loyalty, leading to higher retention rates and reduced churn.
- **Personalization**: BPO providers often interact with customers on behalf of