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The right mix of automation and human touch is imperative to elevate the customer experience
The right mix of automation and human touch is imperative to elevate the customer experience

November 17, 2022

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After being hit by the pandemic, Indian organizations’ comeback has been promising. Learning from the hindrances during the pandemic, they are in a stronger position in comparison to their global counterparts, when it comes to dealing with customers in a ubiquitous digital world. The Indian market has shown solid improvement after the first wave of the pandemic, fuelled by heavy investments in customer engagement solutions that have prepared them better for the future. Indian CXOs have been able to strike the right balance between automation and the human touch to elevate the customer experience. They achieved this by deploying efficient digital-first solutions for providing customers with the right experience at the right moment, on their channel of choice, and by empowering employees with the right contextual knowledge to support consumers when required.

Why it is important for organizations to elevate the CX (customer experience)?

A brand’s footprint in the digital world is as important as its position among its competitors. Today’s customers are conscious and want to be connected with a brand that stands for its commitment and values customers’ needs while delivering its products in the market. Companies that have built upon providing multi-channel customer experience have seen a significant increase in retention in their customer base. Customers value prompt responses as it gives them a feeling of being heard when required.

Elevating EX (employee experience) to elevate CX (customer experience)

With multi-channel interactions across platforms like phone, chat, social media, and more, it’s hard to see the full picture of the customers’ needs. An organization may have many channels but there is a need to deliver one experience. It should be simple for customers to start a conversation in one channel and then seamlessly switch to another one and continue from there.

Even if a new agent picks up the interaction, the customer won’t have to repeat themselves. Agents have all the information they need, and customers get the experience they deserve.  With the right mix of AI, analytics, and automation, organizations can orchestrate experiences throughout conversations, channels, and the workforce.

AI - an integral part of the customer journey lifecycle

Managing millions of interactions every year is not a cakewalk for organizations.  With digital engagement skyrocketing, it is high time to eliminate the need for manual call listening and derive meaning from unstructured voice data to maximize the valuable information contained within each call.  

Verint Da Vinci AI and Analytics activate insights and automate experiences across businesses, customers, and employees. Verint Da Vinci elevates AI across the Verint Customer Engagement Cloud Platform into insights and actions, turning AI ambitions into outcomes. It helps organizations -

  • Convert unstructured data to intelligence and action
  • Use machine learning to improve business process
  • Understand customer or employee sentiment
  • Detect anomalies in data and act
  • Identify trends and opportunities with predictive modeling

India is on an upward trajectory in its digital journey and needs to continue

In a recent study conducted by Verint titled the Engagement Capacity Gap (ECG) Benchmark Diagnostic, India is already ahead of its global counterparts in customer engagement readiness. The study shows that 74% of the Indian CXOs have already invested in Quality/Performance solutions in 2021 followed by Knowledge Management (49%), and Experience Management (49%) to improve overall customer experience. This is a positive sign as India’s Tech sector contributes 8% relative to India's GDP* and reflects Indian organizations’ readiness in sync with Prime Minister Shri Narendra Modi’s prediction of India’s digital economy alone surpassing US$1 trillion by 2025.

*India: Hotbed for Tech and Innovation dated 26th July 2022 by NASSCOM

About the author

Anil Chawla, MD, Verint

By Anil Chawla

Managing Director, India & SAARC, Verint

Anil Chawla is a digital transformation evangelist, who is driven by relationships to deliver excellence in customer engagement and experience.
He is a highly respected business leader in the industry with over two decades of experience in business transformation, strategic planning, sales execution, pre-sales, technical consulting partner engagement, and customer engagement.

Since the start of his journey with Verint in 2012, Anil has delivered sustained revenue growth and has consistently exceeded organizational expectations. With responsibilities to achieve revenue, profitability, and market share, under his leadership, Verint is now the strategic partner for several South Asian organizations across key verticals like Enterprise, BPO, BFSI, Telecom, Retail, shared service centers, and citizen services.

Anil is an empathetic leader who is endorsed by his peers for steering Customer Experience (CX) outcomes, and operational efficiencies through AI & Analytics driven Automation

 

 


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