Transform multi-channel customer services with analytics, digital technologies and process re-engineering to improve the client experience and enable growth.

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ENABLING SEAMLESS MULTI-CHANNEL SERVICES
Solution overview
A LEAN DIGITALSM APPROACH TO DATA TO INSIGHT TO ACTIONSM
Customer experience
management
 Create customer personas
 Map customer experience to
relevant touch points
 Identify customer loyalty
drivers and key pain points
 Insights drive targeted
actions
Smart customer interaction
services
 Multi-channel optimization
 Reduce volume from high-cost
to low-cost channels
 Provide first contact resolution,
upsell, cross-sell analytics
 Churn analytics
Process re-design and
continuous improvement
 Smart Enterprise
ProcessesSM map key
performance drivers to
business outcomes
 Metrics benchmarking and
continuous baselining
Digital enablement
 Create seamless customer
experience across channels
 Drive efficiencies through
interactive self-service
channels, such as integrated voice
response, web, community servicing
 Enable omni-channel interactions through
e.g. machine learning, natural language
processing and robotics
A full-service
contact center
practice focused on
the customer
experience with
advanced analytics
and operational
excellence