5 Questions to Ask Before Partnering with a Customer Experience Provider

Choosing the right Customer Experience (CX) partner is a critical decision that can shape your organisation’s ability to deliver exceptional customer journeys. With countless providers offering varying levels of expertise, technology, and support, how do you determine the best fit for your business?

Here are our top five key questions to ask before making your choice.

1. What Experience Do You Have in My Industry?

Industry expertise is vital when selecting a CX partner. Different sectors face unique challenges, whether it’s compliance in healthcare, multilingual customer bases in telecommunications, or high-volume feedback requirements in retail. A CX provider with proven success in your industry will:

• Understand your specific pain points.
• Offer tailored solutions that address industry nuances.
• Deliver measurable results based on prior experience.

2. How Do You Ensure Data Security and Compliance?

Data privacy and compliance are non-negotiable in today’s landscape.
Ask potential partners how they manage:

• Compliance with GDPR, POPIA, PAIA or other regional regulations.
• Secure hosting solutions (e.g., on-premises or cloud-based).
• Access protocols for survey systems and feedback data.

Look for CX providers who prioritise robust security measures to protect customer and business data across regions.

3. How Do Your Solutions Integrate with Our Existing Systems?

Seamless integration with your current technology stack, such as CRM platforms like Genesys or Avaya, is essential for maximising your ROI.
Ask about:

• Compatibility with your existing tools. Is the solution on offer easy to integrate or are there any road-blocks in the process?
• Implementation timelines and technical support. How long will set-up take, and what kind of onboarding and technical support will be available to your team? 
• Flexibility for future upgrades or changes. How scalable is the solution to your environment, are you able to start small and scale up or scale back if needed?

An adaptable CX partner will help you optimise workflows without disrupting current operations.

4. What Measurable Results Can You Deliver?

The ultimate goal of any CX initiative is to improve customer satisfaction, retention, and overall business outcomes. Request case studies or data showcasing the provider’s ability to deliver:

• Actionable CX reporting like enhanced Net Promoter Scores (NPS), Customer Satiscation (cSAT) by industry, and more. 
• Higher survey response rates.
• Actionable insights that drive strategic decision-making.

Look for partners who not only collect data but also provide in-depth reporting and actionable insights to improve the metrics that matter to your VOC.

5. How Do You Support Long-Term Growth?

Customer experience isn’t a one-time project; it’s an ongoing commitment and a reliable partner should be with you every step of the way.
Ask potential partners how they:

• Scale solutions as your business grows.
• Provide continuous support and training.
• Adapt to evolving customer expectations and industry trends.

A reliable long-term CX partner will act as an extension of your team, offering both expertise and flexibility to keep your organisation competitive.

Selecting the right CX partner requires careful evaluation of their expertise, technology, and ability to align with your business goals. By asking these five critical questions, you can confidently choose a provider who will help your organisation unlock the full potential of customer experience.

Ready to take the next step? Learn more about how Smoke Customer Intelligence can help you transform your customer journeys with actionable insights and scalable solutions. Contact us today for a consultation or book a demo to see our platform in action.