The COVID-19 pandemic illustrates how business demands can change swiftly. During this time, companies should step forward to do the right thing for their customers by ensuring compliance to all regulations. Every customer experience (CX) is a collection of touch points within an organization. These experiences must shift from fragmented episodes to a connected journey that revolves around agile operating processes and a metrics-driven approach. Our unique methodology turns customer touchpoints into an unforgettable and impactful experience. 

The reimagined customer experience hub is an integrated omnichannel experience fulfilled by zero-touch, front-to-back digitalization and self-service.

• Reimagining the customer journey: Introduce personalized, self-servicing capabilities for customers, including omnichannel interfaces for contact centers that deliver experiences using a human-centric design.
• Shifting culture  and mindsets: Create change in your culture and associate mindsets to ensure that transformation percolates into daily operations.
• Developing a new operating model: Implement a structured approach and framework to enable innovation, transformation, and operations to work in a harmony.
• Putting AI first: Leverage AI to enhance customer support experiences across all customer touchpoints.
• Supporting business continuity: Build integrations that provide adaptive, autonomous, intelligent, and secure solutions designed for cloud, and establish efficient recovery and remote working mechanisms.
• Modernizing underline technology: Embark on an AI- and ML-led journey to create experience differentiation. Then integrate this experience with call centers, implementing chatbots and text-to-speech technology to further elevate contact deflection.
• Creating agentless contact centers on the cloud: Further promote agentless contact through technology, alliance, and enablement of remote working of agents. This technology ecosystem will enable zero-touch interactions during transactions.