Prabhjinder Bedi
Chief Growth Officer - Business Process Services
Tech Mahindra

Exceptional customer experiences have long been recognized as a key driver of business success. To create a top-of-mind awareness for your brand, it has become critically important that your customers are ‘always connected and engaged’. More than just another business plan, it’s a need to transform customer experience (CX) in all industries. And keeping in line with consumer trends, digital care and automation is the way to go.

The recent pandemic was a disruptive event that brought about a wave of digitization making digital the new normal in all business processes. It’s digital transformation that has enabled businesses to stay connected with their customers and build up loyalty with everyday transactions. And business process automation is one of the most important elements of digital care to boost business efficiency, and inevitably, improve customer experiences.

With some useful tips, companies can set their digital transformation and CX automation strategies right.

1. Gain Multichannel and Multi Experience Advantage

Digital experiences can standout when every interaction is seamless and effortless, even if you cater to just tech-literate audience. A multichannel approach allows connecting with customers at all touchpoints creating a seemingly singular experience despite elaborate customer journeys. Your customers can connect with your business across channels, including website, SMS, email, mobile, app, video kiosks, etc.

Taking the benefits further, multi experiences go beyond communication channels and are about building effortless customer experiences through text, chat, voice, websites, and apps irrespective of the platform. AI services like voice recognition, conversation user interface (UI), image recognition can help build remarkable and memorable customer experiences.

2. Bring in AI Self Service

Every second that a customer stays on ‘hold’ waiting for a customer support agent to help them takes away from customer satisfaction. Consumers like the word instant, and technologies like robotic process automation (RPA) and artificial intelligence are transforming CX by promoting self-service and instant customer support. As a result, companies can reduce waiting calls as well as AHT, and at the same time, customers can gain more control of their experiences with brands.

3. Leverage Voice Bots for Customer Self-Service

The attention and investments that the voice bot technology is receiving is tremendous not just because of the need of innovation but also because of the agility it brings to customer experiences. With admirable AI capabilities known today, your voice bot can comprehend multidimensional conversations and respond to customers instantly. Most importantly, it will be available 24/7 and mimic human-to-human interactions, taking self-service to a whole new level. Your customers can get a resolution on their own without having to read through a long list of queries that a chatbot would put out for them to select from.

At Tech Mahindra, we have developed an intelligent voice bot solution that converses naturally with customers, so despite what the clock says, the support is always on. It can be integrated with endpoints like Siri, Alexa, and telephony devices and is designed to render many benefits including reduced AHT. And a CX automation solution like this can certainly transform CX in customer-centric companies, especially BPOs.

4. Understand the Voice of Customer with Digital Analytics Tools

So many consumers today are more than willing to share feedback or information that can help businesses build or offer what sells. Data analytics tools can help comprehend customers’ voice and extract valuable datasets that have the potential to give all the relevant business processes a facelift. By analyzing customer journeys against business functions and processes, companies can identify even the bottlenecks that may be sneakily distracting them from their CX goals.

Actionable analytics can help make faster and the most practical business decisions and enable businesses to make the most of customers’ direct and indirect inputs. For example, CFOs can decide on the training needs of customer service executives based on agent performance analytics and customer satisfaction data.

Digital Transformation and Automation in the BPS industry

While there are many brilliant benefits and reasons to bring about a digital change, here are the ones that top the list when talking about CX transformation in the BPS industry:

  • Faster customer service and improved rate of resolution
  • Shorter waiting period with self-service solutions
  • Improved incident monitoring and customer trend monitoring
  • Improved customer retention with large customer datasets using VoC technology

Different digital capabilities and automation solutions can transform CX based on your core framework. This is where our bonus tip comes in. Invest in a solution that merges seamlessly into your existing framework and invigorate strategies to help you deliver on the CX front.

Companies willing to invest in tech know how digital transformation is driving customer experience success. And we have captured this need and harnessed the power of digital and business process automation to develop Tech Mahindra’s NXT gen solutions that consist of an advanced support ecosystem that delights customers with every interaction.

If your business objectives are aligned with our mission, it is time to integrate Tech Mahindra’s digital and automation solutions into your CX processes. 

About the Author

Prabhjinder Bedi

Chief Growth Officer - Tech Mahindra Business Process Services

Bedi has over two decades of experience involving launching start-up ecosystems, scaling-up businesses, and successfully taking products and services to market across industry verticals, spanning telecom and media, hi-tech/new economy, financial services, retail and consumer goods, manufacturing, and life sciences. Having spent over 16 years at Tech Mahindra, Bedi is currently responsible for taking our existing and new-age service offerings to global markets and adding meaning to our shareholders, partners, and customers. Bedi is a bachelor’s in engineering from IIT, Benares and a Master of Business Administration (MBA) from IIM Calcutta.