Digital Customer Experience Services Digital Customer Experience Services
Retail Industry

Digital Customer Experience Services

Deliver Customer Superior Experience by Leveraging the Digitally Integrated Meter-to-Cash Solution

In the wake of the COVID-19 crisis, widespread disruption across the Energy & Utilities (E&U) sector has further strengthened customer demands for digital-first differentiated services. A digitally integrated, end-to-end customer experience solution will help E&U companies provide the much-needed market differentiation, deliver superior customer experience and increase customer retention. WNS’ Meter-to-Cash solution, powered by WNS EXPIRIUS, delivers on these fronts by creating frictionless customer journeys through the right digital and human-assisted interventions.

WNS EXPIRIUS integrates domain, technology and analytics to create a holistic digital experience for customers. Its eight modular digital solutions enable on-demand, scalable omni-channel service to support major needs under billing, refunds, payment scheme and payment mode changes and home-move.


Digital-first Services and Products

WNS Expirius - Digital CX for Retail Industry


A unique solution to effectively manage the changing E&U market and evolving customer behavior for major contact drivers / exceptions such as Join and Leave, Billing, Metering and Payment Schemes. This is achieved through automated and assisted experience streams driven by embedded AI and utility domain expert consultations.

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Darwin - Digital CX for Retail Industry


A smart AL / ML powered workflow management tool providing a comprehensive workforce optimization solution. It is integrated with the capabilities of E-mail Management, Quality Assurance and Real-time Performance Management.

Assisted Digital Channel CoE (Webchat CoE) - Digital CX for Retail Industry


WNS’ ADC CoE boosts the performance of omni-channel contact centers by leveraging AI, Cognitive and Analytical solutions. The CoE enables delivery of unified, effortless customer experience at a lower cost-to-serve through digital containment.

B2C Collections CoE - Digital CX for Retail Industry


Re-imagine collections processes with WNS’ Collections CoE, which integrates domain expertise advanced data models and digital technologies. The CoE reduces bad debt charges and the cost of debt collections while enhancing customer experience. It focuses on recoveries, collections, debt reduction using Smart collection strategies and Debt management systems.

Bots / AI - Digital CX Services for Retail Industry


Design the right contact strategy for your business with WNS’ Bots and AI solution – from messaging bots to conversational interfaces across channels – to intelligently act on customer intent in a human-like manner.

The solution leverages AI to train systems for emulating human tasks through learning and automation. It helps increase your agents’ productivity while optimizing the customer experience.

Embedded Analytics - Digital CX Services for Retail Industry


Gain competitive advantage with WNS’ comprehensive embedded analytics solution to harness data and generate intelligent insights from across multiple interaction channels.

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CX Consulting - Digital CX Services for Retail Industry


A design thinking-led consultative approach to help E&U companies re-design end-to-end customer journeys that cater to major supplier challenges revolving around acquisition and retention of customers, billing and payment indiscretions.

Open Talent - Digital CX for Retail Industry


A truly boundary-less and collaborative model powered by the trifecta of open workforce, open workflow and open workspace – building communities of domain experts and enabling enterprises to access best-in-class talent on demand.

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