CX Compass Book No. 2
CX partnerships don’t grow wild — they’re cultivated, watered, and sometimes even weeded. Treat a provider like a vendor, and all you’ll harvest are invoices and headaches.
CX partnerships don’t grow wild — they’re cultivated, watered, and sometimes even weeded. Treat a provider like a vendor, and all you’ll harvest are invoices and headaches. Treat them like a true partner, and suddenly you’re cultivating loyalty, resilience, and growth that lasts season after season.
This book is your gardener’s guide to making CX outsourcing actually flourish. From choosing the right seed of intent, to courtship that tests the soil, to pruning governance and fertilizing with technology, it shows how to turn outsourcing from a transactional patch of ground into a thriving, transformational garden that keeps producing value year after year.
Think of it like this: some companies plant roses in desert sand and wonder why they never bloom. Others water weeds and call it progress. The ones who thrive know their soil, pick their seeds with intent, and tend the garden through every season. This guide gives you that playbook — witty truths, cautionary tales, and practical steps — so your CX partnerships don’t just survive, they flourish.
Why intent matters: Choosing the right provider for cost, scale, transformation, or tech leverage.
Courtship vs. commitment: Avoiding glossy pitches and finding true soil-to-seed fit.
Contracts that work: Moving beyond activity metrics to outcomes and shared risk.
The fragile first 90 days: How onboarding makes or breaks the relationship.
The Tech & AI multiplier: Using the right tools as fertilizer, not shelfware.
Continuous improvement & co-creation: Keeping partnerships alive season after season.
Seeking to get more than just “coverage” from providers.
Negotiating contracts that align incentives with impact.
Tired of firefighting and eager for sustainable growth.
Who see outsourcing as a strategic lever, not a cost line.
The grass isn’t greener on the other side. It’s greener where you water it.
Download your copy and start cultivating better CX partnerships.
