Customer Experience Consulting Customer Experience Consulting
Customer Experience Service

Customer Experience Consulting

Co-creating Connected, Digital-first Customer Journeys

Companies are increasingly investing in innovative tools and technologies in their endeavor to understand the customer better and gain a competitive advantage. However, many businesses still rely on traditional survey methods to gauge customer behavior and satisfaction levels.

Led by data and digital, leading companies have adopted an innovative approach to understand customer behavior. They are seamlessly collating customer data across digital assets (website, apps, social media, etc.), creating a 360-degree view across multiple touchpoints, and gaining deep and real-time insights into customer behaviors and journeys. At the core of this ability lies domain-led contextualization that enables enterprises to evaluate end-to-end customer journeys.

At WNS, we leverage our domain expertise and consultative approach to re-imagine Customer Experience (CX). We co-create best-in-class transformative solutions by leveraging cutting-edge technology, proven methodologies and frameworks, and human-assisted solutions. We have made significant investment towards harnessing our domain expertise to focus on business outcomes and build customer trust.

 

WNS Customer Experience Consulting

CX Initial State Assessment

CX Initial State Assessment

We undertake a comprehensive CX assessment by comparing existing key metrics with industry benchmarks and creating a strategy for CX enhancement, revenue uplift, and cost optimization.

Customer Journey Mapping

Customer Journey Mapping

We analyze every single customer journey through EXPIRIUS JourneyEX, an Artificial Intelligence (AI)-led microservice of WNS EXPIRIUSSM. This involves harnessing real-time and historic data to improve CX and design a tailored road map.

Omni-channel Engagement & Hyper-personalized Solutions

Omni-channel Engagement & Hyper-personalized Solutions

We help companies build personalized solutions to engage with customers on the right channel at the right time across multiple touchpoints. We craft an effective omni-channel strategy to deliver differentiated CX while optimizing cost-to-serve.

 
Customer Analysis

Customer Analysis

WNS EXPIRIUSSM AI-led contact center analytics enables businesses to understand key contact drivers and benefit from a multi-perspective analysis encompassing sentiments, context, conversations, biases, and other key attributes. This drives exceptional CX, optimized first call resolution, and improved cost-to-serve.

Intelligent Automation

Intelligent Automation

We use advanced technologies such as intelligent automation and knowledge bots for agent augmentation and smart decision-making. Coupled with AI, these technologies power reduced lead-time and improved customer satisfaction.

Re-alignment of CX Strategy Post-COVID-19

Re-alignment of CX Strategy Post-COVID-19

We focus on the rapid operationalization of digital channels and optimization of the channel mix to manage changing customer behaviors and expectations post-COVID-19. We devise new domain-specific strategies and tactics to deliver the required enabling environment for change support.

 
Re-imagining Customer Journey

Re-imagining the Customer Journey

A Financial Services Provider (Digitally) Integrates Customer Journey & Reduces Contact Through Traditional Channels

Client: A leading financial services provider of insurance, wealth management, and banking products and services

Challenge: Fragmented customer journey and channel integration; high volume of customer contact through traditional channels

Solution: Channel resolution assessment, digital asset diagnostics, feasibility assessment of digital accelerators, CX re-engineering

Outcomes:

  • 15-20% increase in digital containment
  • 19-30% reduction in customer contact
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