Tech mahindra
Tech mahindra

Customer Experience Enhancement

Today, customer experience (CE) is a key differentiator in a commoditized telecom market. With the advent of mobile number portability, barriers such as a customer moving to a competitor for better quality and experience have reduced.

The challenge for organizations in managing customer experience lies in formulating and implementing a “customer focused” strategy. Our Customer Experience Enhancement (CXE) solution is a holistic solution that enables internal and external dissemination and continuous improvement of customer experience. The solution provides a complete and disciplined approach from strategy and implementation to improvement controls.

The solution includes the following:

  • CE Assessment

    • Identifies strategic goals
    • Identifies operational reality across customers, touch-points, processes, people and products
    • Assesses customer experience maturity
  • CE Measurement

    • Uses Measurement Framework
    • Maps business area
    • Monitors metrics
    • Helps hierarchical KPI identification and creation
  • CE Monitoring

    • Monitors activity charter
    • Uses interactive operational dashboards
    • Generates performance reports
    • Implements analytics
  • CE Improvement

    • Institutionalizes continuous improvement of CE using Lean Six Sigma approach
    • Performs root cause analysis
    • Implements improvements
    • Manages change and benefits
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Value Proposition

  • Removes the impediments of No Measures, No Agreement and No Awareness
  • Makes the organization aware of current CE performance and where they aim to reach
  • Focuses the organization’s improvement efforts in areas which would provide the maximum leverage to CE improvement
  • Galvanizes the organization to deliver best-in-class customer experience

Brochures

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Know how Tech Mahindra delivers superior digital customer experience through a strong consulting framework. The customer is a European telecom company.

Case Studies

Tech Mahindra’s PCMS expertise helps save cost for global manufacturing services and contract manufacturing firm (process change management system). This in-depth independent research study uncovers how a a global manufacturing services and contract manufacturing firm identifies the key benefits and costs of working with its PCMS expertise.

For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com