Strategic Customer Experience Office Services

A customer experience officer is responsible for aligning customer strategy, operations, technology, and service delivery so every interaction supports the brand promise. In a contact center environment, that can include evaluating customer journeys, improving agent workflows, selecting vendors, monitoring service quality, reducing costs, and ensuring compliance requirements such as HIPAA or PCI are considered when sensitive data is involved.

A customer experience person studies how customers interact with a business and identifies ways to make those interactions easier, faster, and more satisfying. They may review support channels, agent scripts, technology platforms, customer feedback, escalation processes, and vendor performance. The goal is to improve satisfaction while helping the organization operate efficiently and consistently across phone, email, chat, and digital channels.

Customer Experience Office Services give your organization executive-level CX guidance without requiring you to build a full internal leadership function. The Connected Hive can assess your contact center strategy, identify outsourcing opportunities, evaluate technology, support vendor selection, and recommend practical improvements. This is especially valuable for teams managing growth, cost pressure, compliance needs, or uneven service performance.

The Connected Hive supports healthcare companies, financial services, insurance organizations, government agencies, retail brands, technology companies, consumer products businesses, small to medium-sized enterprises, and large corporations. Founder Tim Austrums has worked with organizations such as Humana, Blue Cross/Blue Shield, Discover, Ameriprise, FEMA, and State of Louisiana agencies, bringing broad perspective to complex service environments.

Outsourcing can improve customer experience when the provider is carefully matched to your program requirements, customer expectations, compliance needs, and brand culture. The Connected Hive helps define those criteria, evaluate vetted BPO partners, and support selection of onshore, nearshore, offshore, or hybrid models. The result is specialized support that can scale while maintaining professional, consistent customer care.

The Connected Hive helps organizations evaluate contact center technologies such as AI tools, chatbots, IVR, workforce management, workforce optimization, CCaaS platforms, and automated communication systems. The focus is not just selecting new tools, but ensuring current technologies are fully utilized. Solutions are considered through the lens of efficiency, customer experience, cost control, and compliance requirements.

Businesses may see 20–30% cost savings compared with maintaining an entirely in-house team, depending on program complexity, volume, geography, and service model. Partner pricing may range from $8–$35 per agent-hour for contact center outsourcing. The Connected Hive helps compare options and balance savings with service quality, compliance, scalability, and customer experience goals.

Engagements are flexible. The Connected Hive can support a several-hour strategy session, a single-day assessment, a multi-week or multi-month advisory engagement, or ongoing consulting. Services can include audits, AI assessments, RFI or RFP design, vendor questions, site visit support, partner selection, training resources, and performance improvement planning based on your organization’s priorities.