Next-Gen Digital Customer Experience Management Services

Transforming Customer Experiences

Tech Mahindra is an award-winning leader in digital customer experience consulting, specializing in creating memorable digital customer experience solutions for its global clients. Our transparent, agile, and flexible digital customer experience services deliver an EPIC CX (efficient, proactive, interactive, and contextual) that evolves continuously.More

Tech Mahindra is an award-winning leader in digital customer experience consulting, specializing in creating memorable digital customer experience solutions for its global clients. Our transparent, agile, and flexible digital customer experience services deliver an EPIC CX (efficient, proactive, interactive, and contextual) that evolves continuously. Through our proprietary framework and digital enablers, enterprises can transform customer experience management, enhance CX, improve user and employee experiences, reduce service costs, and boost revenue generation.

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Industry Challenge

The new age customers expect more than just great products/services – they demand highly personalized, efficient, and seamless experiences across the entire lifecycle. Tech Mahindra is at the forefront of digital customer experience consulting and digital customer experience solutions, driving customer experience transformation. By focusing on digital customer experience management and delivering digital customer experience services, we enable enterprises to shift from reactive to predictive customer experiences and enabling enterprises to deliver superlative human-centric experiences.

Solution Highlights

Channel Experience

Omni-channel customer interaction assessment and interactive designs to enhance digital CX and Improve UX.

Automation

Driving advanced and intelligent automation with generative AI, robotic process/desktop automation, and AI / ML-driven cognitive automation.

Analytics

Data-driven decision-making utilizing omnichannel interaction analytics, big data analytics, social media sentiment analysis, customer segmentation, and customer persona building.

Operational Excellence

Utilizing contact center best practices across hiring, training, performance management, and governance.

Consulting

Collaborative, “design thinking” driven customer experiences consulting services that encompass people, processes, and technology.

Consideration

  • Lead generation
  • Customer education
  • Website support
  • Promotion campaigns

Purchase/ Onboarding

  • Documentation support
  • Account Verification
  • Account provisioning
  • Welcome calls
  • Order Status

Use and Support

  • Helpdesk services
  • Returns and Refunds
  • Collections and Billing
  • Fraud and Credit Monitoring
  • Warranty Support

Grow

  • Cross-sell and up-sell
  • Loyalty management
  • Special offers
  • Customer satisfaction surveys

Retain

  • Retention concierge desk
  • Renewals and cancellation

Solution Benefits

  • 20% annual growth in digital contact center sales for a Canadian retail business group
  • 35% reduction in the total cost of operations for a leading online fashion and cosmetic retailer
  • 40+ point increase in NPS for a leading telecom provider in the UK and Ireland
  • 5 million AUD savings via transformation projects for a leading Australian telecom

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Insurance

Energy and Utilities

BPaas

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