With evolving customer expectations, the way they transact and interact with their service providers is also undergoing significant changes. Seamless omni-channel engagement entails deep understanding of volumes of data, which can be leveraged to craft superior customer experience strategies and drive improved customer engagement.
Companies get a strong competitive edge if they know what to focus on to service customers. There is a lot of customer insight in Big Data analytics and trend reports for social media. With this information, companies can personalize products and services for each of their customers. However, understanding digital data is complex. If not used correctly, it can even mislead.
TCS Customer Experience Offering includes the following key solutions:
Customer experience management: Understand and reorient the customer journey, leveraging digital marketing and process automation tools; drive front office transformation through process innovations and improvements; outline initiatives to improve net promoter scores; gauge the perceived customer experience and define the right KPIs.
Channel reimagination and management: Leverage the power of mobility, social media, gamification, and digital marketing, to enable companies to add touch points and capabilities to their existing channels, manage web content, on-board partners, drive user experience, and add e-commerce capabilities.
Customer insights management: Use Big Data analytics, machine learning, and cloud computing, to drive contextual engagement with customers by harnessing insights across touch points.
Improve customer experience, loyalty and satisfaction
Drive consistent, relevant, and personalized customer engagement across touch points
Target customers with the right offers
Increase profitability by increasing offer acceptance rates
Enhance focus on continuous improvement
Bridge gaps in key processes and applications to enhance customer experience
Achieve greater business agility
Respond faster to market needs by leveraging real-time insights