Co-creating Winning Outcomes Through Human-assisted Integrated Digital CX
Customer Experience (CX), undoubtedly, has become the new battleground for companies as they seek greater business value and enhanced outcomes. The importance of understanding and predicting customer behaviors, and leveraging digital to create superior and integrated experiences cannot be overemphasized. The push for digitalization has gained further momentum in the wake of the COVID-19 pandemic, as companies look beyond traditional customer service delivery models to extend their digital footprint through self-service and assisted channels. This will be important as brands strive to regain customer trust, in a changed world, with a greater degree of responsiveness and empathy. Also paramount is to find effective ways of proactively engaging with customers at the right time and on their preferred channels.
At WNS, we empower and engineer CX journeys for the world’s largest and most innovative companies through our ‘Customer-first’ ethos and our ability to co-create.
Drive Proactive, Contextual & Intelligent Interactions with WNS EXPIRIUS
WNS EXPIRIUS, our Digitally Integrated CX Service Model, leverages a human-assisted design to ensure that digital (technology and analytics) is at our core to simplify processes across domains, deliver superior business outcomes and build customer trust.
We focus on co-creating winning outcomes through our deep domain industry expertise, best-of-breed technology and analytics solutions, strong talent pool and proven Centers of Excellence (COEs) powered by CX Consulting.
The WNS EXPIRIUS Value Proposition
While enabling brand differentiation through improved customer experience, WNS EXPIRIUS drives measurable business outcomes, including:
- 30-50% reduced cost of ownership
- 10-15% improvement in customer advocacy
- 20-25% incremental yield per customer across channels
- 3-5X payback on digital solutions