Driving long term value for clients and customers in CX Transformation скачать в хорошем качестве

Driving long term value for clients and customers in CX Transformation

Shashank Verma, Head of Data- and AI-led CX Transformation at EXL, outlines four essential steps for delivering lasting value to clients and their customers: CX Maturity Assessment: We evaluate the current state of technology, data, customer journeys, and operations to identify opportunities for improvement. Strategic Roadmap Development: Based on our assessment, we create a prioritized transformation roadmap tailored to each client’s needs. CX Modernization & Omnichannel Implementation: We modernize the customer experience technology stack and deploy an omnichannel CCaaS (Contact Center as a Service) platform for seamless interactions. Building a CX Insights Hub & Data Optimization: We establish a centralized hub for CX insights, optimize workforce management (WFM), and elevate data maturity across the organization. By following these steps, we help our clients increase customer lifetime value, boost CSAT/NPS by 20–30%, and reduce servicing costs by up to 30–40%.