India's largest platform for AI & Analytics leaders, professionals & aspirants

Sign in

India's largest platform for AI & Analytics leaders, professionals & aspirants

3AI Digital Library

Transforming Customer Experience through contact centers enabled by Analytics_AI

February 27, 2022

Sudha Bhat
AVP – Customer Analytics
Genpact

Today’s customers would like to reach a contact center that not only provides immediate solutions but also has complete insight into who they are, what they want at that precise point in time and the journey they have been on so far. In the current super-competitive digital era, a company’s brand is built or destroyed based on the customer experience it offers. Companies have understood that, it is not just about marketing and sales but, highly efficient customer service that ensures customer satisfaction & retention.

In this session, Sudha presented the evolution of contact centers starting from the days of customers visiting the physical branches untill today’s digitally enhanced & personalized service models. She shared the key trends in customer experience and touched upon next-gen customer experience and its framework. Sudha also emphasized on the fact that the businesses would need to invest, adapt and adopt the customer-centric culture, streamlined processes, data-driven insights, well established CoE, technology, etc., to drive superior customer experience.

    3AI Trending Articles

  • Which Startup Ecosystem Attracted Higher Investments in 2020? – Bangalore or Delhi NCR

    Bengaluru continues to be ahead of Delhi NCR in terms of total funding raised by startups located in these cities The pandemic saw funding across the top startup hubs like Delhi NCR and Bengaluru drying up But both cities gave the country a steady influx of unicorns in 2020, keeping the interest of investors alive […]

  • Cloud4C and Google Cloud to build CoE for SAP and Anthos

    The partnership aims to enable enterprises to accelerate their digital transformation journey on the cloud. Cloud4C, a cloud managed services provider, is collaborating with Google Cloud to build a Centre of Excellence (CoE) for SAP and Anthos by Google Cloud. The center of excellence (CoE) will equip businesses with capabilities to modernize mission critical IT infrastructure and applications, while […]

  • Cybersecurity Challenges: Fourth Greatest Danger to Global Economy

    The 2021 World Economic Forum (WEF) Global Risk Report, used for over a decade by organizations around the world as a risk assessment tool, has named “cybersecurity challenges” as the fourth most pressing danger to the global economy. The ranking is determined by responses to a survey conducted among various stakeholders and organizations affiliated with […]

  • Cloud Industry Trends for year 2021

    Dell Technologies shares top three cloud industry trends for the year 2021 The year 2020 has indeed been a year of transformation for everyone around the world. Businesses were forced to adapt to remote working models overnight. Earlier users ran their programs and applications from a server or a physical computer, however, now the same […]