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

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



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

For further information please write to