Hamburger icon
Close Icon

Digital Customer Experience Services: How India Can Lead the World

“Digital Customer Experience Services – How India Can Lead the World” report in partnership with NelsonHall is based on interviews with CX Services providers and customers with delivery operations in India.

The purpose of the study is to identify the client requirements and providers’ best practices to deliver CX services across the different stages of the customer lifecycle; the development and use of digital channels and technologies including omnichannel delivery, analytics, automation, and RPA; and co-creation for digital transformation delivered from India for domestic and international markets.

DOWNLOAD PDF
Product Image

Key Findings

Shift from traditional voice-enabled support to customer-centric digital channels
  • Organizations’ requirements are changing from voice-enabled, low-cost handling of simple customer care and technical support queries to customer-centric shifts to digital channels, with increased emphasis on customer retention and sales
India as digital CX centers of excellence
  • Organizations are looking to introduce new digital customer service models with increased customer-centricity and a greater focus on customer retention and sales. India’s CX value proposition is moving from agent scalability to digital customer experience centers of excellence
KSF: Mapping customer journeys, UX designing, CX technology experts
  • Key success factors for vendors include the improved ability to identify and map key customer journeys; their capabilities to design the UX; their expertise in new customer service technologies and channels; and their ability to enhance customer service agents
Continuous co-innovation model need of the hour
  • To take advantage of the digital transformation opportunities, India’s CX delivery needs to move to a model of continuous co-innovation with its clients in the introduction and management of new digital delivery models

Get The Report

Download the report and get detailed insights on the sector.

Regular Price : ₹5,000 Buy Now
Member Price : ₹0 Member Login

Nasscom Members- Login to download the report

Related Reports

The IT-BPM Industry in India 2017 Strategic Review

The IT-BPM Industry in India 2017: Strategic Review

Digital, Automation, BPM, Engineering, Domestic, IOT, Analytics, Cybersecurity, Talent, Business Models, Future India’s IT-BPM industry is projected to grow ~8% in FY2017 to USD 154…

Paid
close