To navigate these challenges, leveraging domain expertise, technology platforms, Generative Artificial Intelligence (Gen AI), conversational AI and analytics-led insights is crucial. WNS addresses this through its CX framework, EXPIRIUS, which integrates human-assisted design and domain expertise with AI-driven conversational insights and CX consulting-led strategies, crafting comprehensive digital customer experiences. WNS has also developed a forward-thinking roadmap for Gen AI implementation, showcasing practical advancements in agent augmentation, learning and development, and performance management.

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