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Customer Experience Management (CEM)


Create a positive brand perception, ensure customer loyalty and enhance your profitability using TCS’ Customer Experience Management (CEM) solutions.  

With rapidly evolving consumer preferences and continuously changing competitive landscape, it is becoming increasingly difficult to navigate the market place with traditional strategies. To sustain a competitive advantage and to differentiate themselves, businesses need to be customer-centric and deliver an excellent customer experience.

The TCS Advantage

We enable you to deliver the right customer experience by ensuring consistent interactions across all channels, timely fulfillment of orders and prompt customer service.

Our experience with leading global organizations across manufacturing sectors including automotive, aerospace, industrial, and process manufacturing makes us 'a consulting partner of choice'.

Solutions/Services we offer

At TCS, we drive transformation in the areas that impact your customers’ experience:

We have a significant portfolio of solutions that will help you to augment and develop customer centric processes and systems. 

For a quick initiation, a streamlined execution and a successful closure of engagements, we use a set of frameworks and accelerators. Our primary frameworks and accelerators are:

  • Process Navigators – Exhaustive process maps covering the entire spectrum of processes in marketing, sales, service and parts management
  • KPI Navigator   Strategic, tactical and operational KPIs linked to  processes in marketing, sales, service and parts management
  • Process Maturity Continuum – Framework to assess processes and their evolution with reference to leading practices
  • P/O Matrix – Tool that helps to visualize and track transformational initiatives through policies and objectives
  • Customer Wheel of Engagement – Demonstrates the integration of engagement points between customers and organizations
  • ReInSuRe© – Guiding framework for managing processes during mergers, acquisitions and divestitures
  • Integrated Account Management – Helps to create a uniform view of organizations for global customers  

White Papers

Growth 360° - Powered by Customer Experience

TCS’ extensive research and practical experience proves that along with the right focus on people, process and technology solutions outlined in this paper, it is extremely beneficial to build a comprehensive solution keeping in view the desired customer behavior. This will ensure that customers stay longer, buy more and pay more.


Customer Experience Management

Today, it has become a challenge for companies to manage the cost of acquiring and retaining customers and address changing customer needs. The team at TCS’ Customer Experience Management (CEM) Center of Excellence (CoE) helps you address these challenges and build effective customer relationships.