Upleveling Your Customer Journey: How Tech Mahindra and Celonis are Transforming CX

As businesses work to deliver exceptional value, build loyalty, and drive growth, customer experience (CX) has emerged as a critical success factor across industries. Enterprises are increasingly investing in strategies and technologies that enable them to understand and meet market needs and create longstanding customer relationships through improved CX.

Artificial intelligence (AI) and automation have emerged as powerful tools to elevate CX, enabling companies to streamline customer journeys and ensure seamless operation across business functions. By combining advanced technologies like AI and robotic process automation ( RPA ) with process data and intelligence, businesses hold the power to not just identify the bottlenecks holding back their CX efforts, but to also implement an analytics-driven transformation.

Together, Tech Mahindra and Celonis help customers optimize business processes and enable data-driven transformation. With innovations like the frictionless contact center, co-developed by Tech Mahindra and Celonis, companies can identify the CX friction points that often lead to increased costs and a poor customer experience.

Frictionless Contact Centers: Building Customer Experiences of the Future

• Predicting the impact of digital disruptions on important metrics like net promoter score (NPS)
• Minimizing downtime and outages using AI/ML
• Identifying and capturing value opportunities with greater speed and less effort

The frictionless contact center is a unique solution for digital contract center transformation. Using process mining and predictive analytics, it enables companies to shift from reactive problem solving to the proactive detection of CX pain points. Once points of friction have been identified, teams can address the issues by making operating model changes, applying automation were appropriate and implementing continuous improvement (CI) and business process reengineering initiatives.

Using data from inter-agent interactions and customer journeys, the frictionless contact center can identify important customer interactions, such as the type of calls being escalated and agent trends. Having these insights allows for smother troubleshooting. It also enables organizations to monitor their CX processes and take action to address detected anomalies. For example, it can automatically activate a business continuity plan (BCP) if anomalies are detected in the business-as-usual process. The Frictionless Contact Center solution can help improve KPIs such as cycle time, agent utilization, average handle time, first call resolution, complaints and escalations and hold time.

• Identify and address root causes behind IVR hang-ups to boost customer satisfaction
• Optimize occupancy with intelligent demand prediction and resource planning
• Steer the contact center with smart benchmarking
• Increase first call resolution by identifying and addressing root causes for repeats
• Reduce unnecessary and costly escalations
• Identify avoidable short calls that could be better handled by the IVR or an online solution

Enabling Self-Service Capabilities

By analyzing an organization’s existing process data, process mining and process intelligence technology can help identify bottlenecks and repetitive tasks in customer journeys, enabling enterprises to automate those processes and free up resources for more personalized and impactful interactions. For example, the system can recommend where chatbots and knowledge bases can be deployed so customers can access information and complete tasks independently, resulting in quicker resolution, improved satisfaction, and reduced dependency on support teams. Further, with insights into pain points and UX on websites and chatbots, brands can also optimize self-service channels and Digital capabilities to create a more empowered and informed customer base.

Tech Mahindra and Celonis: Eliminating Friction in CX Journeys

In February 2023, Celonis and Tech Mahindra announced the strengthening of their partnership. Through this elevated partnership, the companies will help new and existing BPS clients drive digital transformation and accelerate value realization. Leveraging Celonis, Tech Mahindra has already identified a value of $700M+ for its global clients. The company has successfully driven revenue across multiple business areas, including intelligent automation, operational excellence, system migration, risk management, and post-merger integration. Tech Mahindra caters to a multitude of industries, including telecoms, manufacturing, retail and CPG, financial services, and more, with the goal to help enterprises simplify their processes through Celonis’ market-leading process mining and execution management capabilities.

Through the partnership with Celonis, Tech Mahindra has been able to activate and significantly expand across strategic accounts to enable predictable, repeatable, and scalable growth. To learn more, check out the success stories and learn more about Tech Mahindra’s joint proposition with Celonis and process mining capabilities.