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ALM Media, LLC
British Gas
Mosaic Insurance
Oxford Nanopore Technologies
WS Audiology (WSA)
Kiwi.com
Flight Centre
Healius Pathology
Varo Bank
Yorkshire Building Society Group (YBS)
Sharang Patil, Director of Group Finance Excellence
United Airlines
GFG Alliance
Energy Australia
Delaware North
Moneycorp
Prodigy Finance
M&T Bank
Minerals Technologies Inc. (MTI)
Church's Chicken
Read | Apr 01, 2026
AUTHOR(s)
A WNS Perspective
This ISG Standout Case Study highlights how WNS helped Flight Centre Travel Group improve customer experience and operational efficiency as it transitioned to a hybrid online-offline model.
Despite an established customer care setup, the organization faced persistent challenges, including Service-level Agreement (SLA) breaches, high Average Handling Time (AHT) and operational inefficiencies driven by fragmented systems and traditional service channels.
WNS conducted a comprehensive assessment across customer experience, processes and technology, applying structured CX re-engineering and operations excellence practices to identify improvement opportunities.
A combination of targeted initiatives spanning queue optimization, analytics-led insights and digital enablement helped streamline operations and improve service delivery.
20 percent
increase in productivity
reduction in AHT
60 percent
reduction in task duplication
18,000 additional
transactions managed
30 percent
decline in customer complaints
According to ISG, this case study demonstrates how targeted digital transformation can significantly improve operational efficiency and customer experience in service-heavy industries.
Customer Experience
15 September 2023
Customer Experience Service
17 April 2023
16 November 2022