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TCS has been named a leader in NelsonHall’s Customer Experience Services in BFSI 2021 NEAT assessment. The report analyzes 12 service providers for their capabilities in meeting future client requirements and their ability to deliver immediate benefits.

The report highlights TCS’:

  • Strong CX BFSI expertise is built on a range of proprietary platforms and transformation frameworks with subprocess level applications.

  • Continuous investments in agent augmentation, omnichannel, and contact center operation optimization such as QA automation to address the developing market demand for a unified CX strategy.

  • Standout capability is customer journey analysis and orchestration practice leveraging Customer Journey as a Service with dedicated resources, pre-built process libraries, and partnerships.

Collaboration studios, R&D partnerships, marketplace, and digital store focus on emerging needs of BFSI brands.