WNS Named a Global ‘Leader’ in Customer Experience Services by ISG for the Second Consecutive Year

Read | Oct 02, 2024

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ISG Provider Lens Quadrant Report

Key Points

ISG has recognized WNS as a ‘Leader’ in its 2024 Provider Lens™ Quadrant Report for Customer Experience Services across all three quadrants globally – Digital Operations, Intelligent Agent Experience and Intelligent CX (AI & Analytics). The recognition follows a comprehensive evaluation of Customer Experience (CX) service providers across strategy and vision, tech innovation, brand awareness and presence, sales and partner landscape, and breadth and depth of service portfolio.

Labor shortages, rising operational costs and rapid technological advancements are compelling organizations to re-think their approach to CX. WNS is responding to this need by delivering innovative, modular and comprehensive CX solutions grounded in deep domain expertise, analytics, Artificial Intelligence (AI) and Generative AI (Gen AI).

While recognizing WNS’ consulting excellence, the report emphasizes that EXPIRIUS, WNS’ proprietary digital CX framework, continues to be a key differentiator and is now further enhanced by Gen AI. WNS is building compelling agent experience solutions underpinned by AI and Gen AI and partnering with leading CX vendors to consolidate its efforts. It continues to grow its AI and analytical capabilities, investing in skill development and increasing digital deployments across industries.

Namratha Dharshan, Chief Business Leader at ISG, and Hemangi Patel, Senior Manager and Principal Analyst at ISG, share their thoughts on WNS’ leadership position across all three global quadrants:

Digital Operations: “WNS’ enriched consulting services, coupled with its GenAI-powered EXPIRIUS solutions, act as a key differentiator for the company. Its high degree of vertical knowledge has translated into modular solutions, helping clients gain a competitive advantage.”
Intelligent Agent Experience: “WNS has leveraged its mature technological portfolio to build compelling agent experience solutions to deliver value-added services to its clients with a measurable impact on customer experience.”
Intelligent CX (AI & Analytics): “WNS’ expanded AI and analytics portfolio, coupled with significant investments in broadening its GenAI solutions, is helping the company position itself strongly in a highly competitive environment.”

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