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
For further information please write to

For further information please write to