Alpa W’s Post

AI and analytics are driving intelligent CX in today's digital landscape!   WNS is ahead in this game, earning the 'Leader' status in the Intelligent CX (AI and Analytics) quadrant of the ISG (Information Services Group) Provider Lens™ Contact Center – Customer Experience Services 2024 report.    The report highlights our advanced analytical capabilities, including cross-channel, interaction and loyalty analytics, along with enhanced digital capabilities to deliver exceptional CX as the key strengths. Over 60 clients are undergoing digital transformation, showcasing our commitment to excellence in this area. Download the report to dive into our robust AI and analytics portfolio: https://bit.ly/CC3_L   #CX #GenAI #Analytics #DigitalTransformation #AI Deepak Gupta | Archana Raghuram | Ruchir Mahajan | Aniket Godbole | Richard Holden | Rohit Gulati | Venkatesh Singh | Gautam Khurana | Sapthagireeswaran Kundeti | Parag Kawale

The Future of Contact Centers Isn't About More Data. It's About Unified Intelligence. Every day, contact centers generate massive amounts of valuable insights. Yet they remain trapped - siloed across CRMs, survey tools, and QA systems. What if you could harness this scattered intelligence into a single, powerful stream of actionable data? We're revolutionizing contact center intelligence with QEval - turning disconnected data points into a unified intelligence engine that's transforming how leading brands understand and elevate their customer experience. Watch to discover how forward-thinking contact centers are achieving breakthrough results with unified intelligence. 👆 Ready to transform your CX operations? Schedule a demo or DM me to learn more. 🎯 www.qevalpro.com . . . Jim Iyoob Kaylene Eckels Patrick Reynolds Shawndra Tobias Christopher Basile Michael Almazan Amit Kachhawa LaMarcus Williams Ben Johnson Aditya Ahuja Keyur Dave Rajendra Dabhi Anupam Chaturvedi . . #FutureOfCX #Innovation #ContactCenter #AI #CX #callcenter #voiceofcustomer #custserv #AIinCX

2025 will see #GenAI go from buzzword to delivering tangible competitive advantages. Over the next 12 months #AI is going to play a critical role in driving improvements in how your organization understands, delivers and measures CX performance. In the world of CX, the technologies, tools and processes that consistently deliver the best return on investment are those that liberate customer-facing staff to focus on adding value to the customer relationship. And because of its immediate ability to further augment agent performance and productivity, it’s in these areas where generative AI is going to raise the bar again. For instance, employee-facing chatbots can assist agents during live interactions by quickly retrieving information from multiple systems, eliminating the need to search across various platforms. This not only speeds up response times but also ensures accuracy and consistency in the information provided to customers. Read more in our 2025 CX trends report: https://lnkd.in/gTr8s53w #CXTrends #Data #Insights #Analytics #Innovation #Leadership #CustomerExperience #CX #BPO

✨ It's that time of year again...time for our #CXtrends report. Check out the top trends for next year for #CustomerExperience in our new #whitepaper:

2025 will see #GenAI go from buzzword to delivering tangible competitive advantages. Over the next 12 months #AI is going to play a critical role in driving improvements in how your organization understands, delivers and measures CX performance. In the world of CX, the technologies, tools and processes that consistently deliver the best return on investment are those that liberate customer-facing staff to focus on adding value to the customer relationship. And because of its immediate ability to further augment agent performance and productivity, it’s in these areas where generative AI is going to raise the bar again. For instance, employee-facing chatbots can assist agents during live interactions by quickly retrieving information from multiple systems, eliminating the need to search across various platforms. This not only speeds up response times but also ensures accuracy and consistency in the information provided to customers. Read more in our 2025 CX trends report: https://lnkd.in/gTr8s53w #CXTrends #Data #Insights #Analytics #Innovation #Leadership #CustomerExperience #CX #BPO

Our 2025 CX trends report is out now. Read our whitepaper about the role of #AI over the next 12 month #Foundever #GenAI

2025 will see #GenAI go from buzzword to delivering tangible competitive advantages. Over the next 12 months #AI is going to play a critical role in driving improvements in how your organization understands, delivers and measures CX performance. In the world of CX, the technologies, tools and processes that consistently deliver the best return on investment are those that liberate customer-facing staff to focus on adding value to the customer relationship. And because of its immediate ability to further augment agent performance and productivity, it’s in these areas where generative AI is going to raise the bar again. For instance, employee-facing chatbots can assist agents during live interactions by quickly retrieving information from multiple systems, eliminating the need to search across various platforms. This not only speeds up response times but also ensures accuracy and consistency in the information provided to customers. Read more in our 2025 CX trends report: https://lnkd.in/gTr8s53w #CXTrends #Data #Insights #Analytics #Innovation #Leadership #CustomerExperience #CX #BPO

What will define customer experience in 2025? 🤔 We asked 1,505 CX leaders across Europe, and the results are in.📝 As we step into a new year, it’s clear the CX industry is at a turning point. Rising customer expectations, skill shortages, and the demand for greater efficiency are pushing CX leaders to rethink how they operate. Our latest survey reveals how these leaders are tackling challenges head-on by adopting new technologies, rethinking strategies, and finding smarter ways to deliver faster, more personalised support. In the State of Contact Centres 2025 report, you'll find the key trends driving change in CX, including: ✍️AI for personalisation: 77% say AI is essential for personalised interactions. ✍️Empowering agents: 65% view AI tools as key to reducing agent burnout and improving performance. ✍️Conversational analytics: 68% believe it will be crucial for insights into customer behaviour by 2025. From automating repetitive tasks to prioritising agent well-being and skills development, the report reveals how organisations are meeting today’s challenges, all while balancing technology with human empathy. Download the full report here: https://lnkd.in/eSM9fvRG Read more about the survey and key findings here: https://lnkd.in/eHHpYTgY #ContactCentre #AI #CustomerExperience #CXTrends #AgentEmpowerment

How will the customer experience be shaped in 2025?

As expected - our annual Report "State of Contact Centres" points to AI being a key driver to optimize the Customer Experience through empowered agents equipped with AI driven analytics. Download and dive into the details!