Bias in marketing, sales, and service technologies can erode customer trust, damage your brand, and impact revenue. Often companies lack the tools, strategy, data, or partners to target, sell to, and serve diverse audiences. These gaps are often byproducts of bias—unintended and undetected—in front-office technologies, and can create customer disconnect, limit growth, and even derail environmental, social and governance (ESG) initiatives. This is a business risk, but it can be corrected.
TCS Unbiased Customer Experience (UCX) Framework for Salesforce helps organizations measure, broaden, and refine diverse customer journeys by identifying hidden bias and diversity gaps. It helps marketing, sales and service teams to realign CX strategies to capture the full spectrum of the target market.
Today’s businesses must adopt inclusive marketing, sales and service to speak to all segments of diverse customer base and build deep connections. How do we reduce bias in our customer-facing data, applications, and business processes? TCS Unbiased Customer Experience Framework is designed to help you reach your full market potential through inclusive customer experience and journeys.
Method to ensure inclusive CX/CRM projects and outcomes
Centralized tool to create, manage, deploy and report on global diversity profil
Market research to define diversity segments and target ratios.
Assess diversity of database and market coverage; Create strategy for rebalance
Assessment to identify and remove bias in CRM AI. Includes aspirational training
Algorithms and models to project revenue/business impact of greater CX diversity