Customer Experience Management

Customer Experience (CX) Transformation Solutions

Deliver consistent, high value customer interactions wherever they are with CX transformation solutions

cx-transformation

The future of customer experience transformation

With the acceleration of technology, automation and personalization coupled with changing market dynamics, customer experience approaches are evolving fast. Customers expect a highly personalized experience, no matter where they are on the customer journey, regardless of device or channel. Our CX Transformation Solutions open the gateways to help organizations optimize interactions, enhance customer engagement, increase loyalty, and reduce servicing friction.

What are the benefits of CX transformation?

When combined with people, process and technology, CX transformation yields increased customer loyalty, higher satisfaction, improved brand reputation and sustainable business growth. It can lead to reduced churn, increased customer lifetime value, and differentiation in competitive markets.

Rapidly shifting market dynamics and customer engagement expectations have challenged organizations to adapt and automate at a quicker pace. Whether you’re looking to enhance customer experiences, optimize workforce engagement and performance or automate your business operating models, our CX consulting services help organizations assess their current capabilities holistically or within a single domain to align with your targeted business outcomes.

CX Consulting Services

  • Digital transformation maturity

  • Operational excellence

  • Communication and business strategy

  • CX journey mapping

  • Digital technology optimization

CX insights

Conduent CXNow: A leading CX Solution

An example of a CX solution is Conduent CXNow, a cloud-based customer contact solution that leverages AI to enable features such as virtual assistants or bots to handle calls and chat conversations, voice signature for automatically authenticating a caller based on their unique voice pattern, sentiment analysis for analyzing speech and voice inflections and predictive engagement for improving outreach to sales prospects by analyzing their online click-thru behaviors. AI-powered tools like this can assist customers in real-time, answer queries, recommend products and provide a seamless experience, ultimately enhancing customer satisfaction and streamlining processes.

What is a customer transformation strategy?

A customer transformation strategy is a comprehensive business plan to fundamentally change and enhance customer-centric practices. It involves redefining processes, technologies and culture to better understand, serve and engage customers. More than ever, businesses are challenged with changing customer expectations, new technologies like AI and complex logistics for omnichannel engagement. A customer transformation strategy can be vital for helping businesses stay prepared and differentiate from competitors.

Enhancing CX transformation for memorable interactions 

Broad CX (Customer Experience) transformation is about the customer and meeting their individual needs. CX transformation is a strategic initiative that focuses on improving every touchpoint of the customer journey. It involves enhancing interactions, services, and products to create positive and memorable, shareworthy experiences for customers that help your business stand out and stay top of mind.