Enterprise leaders need an operationally efficient and cost-effective transformation of contact centers and customer support — from service to sales. Operations and business executives want to enhance the customer experience but struggle with the complexity and support costs of existing customer contact platforms. They need a partner with the bench strength and strategic expertise to advise on industry best practices, benchmark existing operations, and rapidly test and deploy new customer experience concepts and capabilities.
DXC Customer ExperienceTransformation Services provide resources and methodologies to define, shape and optimize strategies and contact center operations, helping you better engage with your customers and employees. These services include:
Rapid Analytics Customer Environment (RACE): Quick ways to prove ROI. Businesses need proven approaches to simplify and optimize contact center operations and quick ways to realize business outcomes. At a global insurer, we applied our proprietary RACE methodology to achieve an increase in renewal rates: a 77percent first-year renewal rate, up from 64 percent, and an 83 percent renewal rate among mature customers, up from 64 percent.
Maturity Assessments: Rapidly assess existing contact center and customer engagement capabilities, benchmark against industry-best practices and identify high-level opportunities for improvement and innovation.
Operational Assessments: Comprehensive gap analysis, detailed roadmaps and execution plans to optimize contact center operations, aligned to your CX strategy. Reduce contact center support costs by approximately 20 percent by standardizing technology and removing unnecessary telecommunication costs. For a leading hospitality enterprise, we defined and deployed an operational strategy that led to a 30 percent increase in hotel reservations.
Automation Assessments: Intelligent automation of customer interactions. Apply “Smart Automation” principles to align and optimize channels and intelligently route and automate the right customer interactions. For a large government agency, we implemented “virtual agents” to respond to citizen requests for support, increasing first-interaction resolution by 35 percent and customer satisfaction by 40 percent.
