Customer Experience Service
WNS leverages its proprietary and industry-first Digital Customer Experience (CX) model, EXPIRIUS, to help businesses capitalize on analytics-led, intelligent omni-channel customer conversations. It combines human-assisted design and domain expertise with Artificial Intelligence (AI)-driven conversational insights and consulting-led CX strategies. EXPIRIUS is a comprehensive, integrated and flexible model that brings into play remote work services / gig services to manage spikes in business volumes.
100 Mn+Annual CX Transactions Managed
15%+Improvement in Customer Experience
30%Reduction in Cost of Ownership
20% Incremental Yield Per Customer
3-5x Payback on Digital Solutions
A digital CX solution powered by the combination of domain, human assistance, AI and analytics
An on-demand domain talent ecosystem that leverages digital to create a collaborative workplace
A consulting approach re-imagining CX with tech innovation, frameworks and human-assisted solutions
An industry-contextualized CoE model that combines domain experts with WNS EXPIRIUS
An intelligent training solution that drives highly engaging and experiential L&D
An AI–led property insurance quote-to-buy solution that enhances CX and reduces cost–to–serve
A partnership providing a seamless P&C insurance buying journey with straight-through processing
Global Sales Promotions Company, Insyt, Transforms CX with Cloud & Intelligent Automation
Intelligent Digital Strategy Amps Up Customer & Business Value
Intelligent Operating Model Helps Streamline Premium Content & Enhance Customer Experience
A Leading Global Airline Improves Revenue by 15 Percent with WNS’ Sales Center of Excellence
Generating USD 350 Million in Total Contract Value over a Decade for an Air Traffic Communications Specialist
A Leading Global Hotel Chain Augments Revenue by USD 6 Million with WNS' Sales Center of Excellence
"WNS EXPIRIUSSM has truly been a game-changer in helping us implement a customer-centric solution powered by an omni-channel cloud platform with support across multiple languages. We were able to reach the desired levels of business continuity and on-demand flexibility to support our dynamic campaign needs with minimal lead time. The transition to work-from-home was seamless without any disruption in services."
"We have really appreciated the partnership approach, the ability to flex and adapt as we’ve learned. We have adjusted and collectively worked very closely on a model that we believe derives the best benefit for our customers and us as an organisation. It has been a real collaboration, a real willingness to invest on both parts, and adapt the model. Our relationship goes beyond our contractual agreement, in fact, we have not referred back to the contract, and our approach has been more of a joint venture with a willingness to adapt our business and operating models to drive the best performance. It feels like WNS has learned our business, and we have worked together to drive a successful partnership. As a result, we have seen improved levels of performance and efficiency, and we have been able to move quicker to market on certain things."
"Client commitment from WNS in this crisis has been amazing. Manila has been shut down and they have already implemented "Work-from-Home" program for our call center last week – way ahead of the game. They have the largest portfolio of Travel industry contact centers all around the world and have been doing an amazing job during the crisis to support travelers and keep the travel ecosystem breathing."
"We have seen great success with WNS’ Sales COE framework, increasing our revenue in this area by 166% from time of implementation. This is a fantastic value added service that WNS has provided, as it has not only increased our acquisition and revenue numbers but has also improved the quality of conversations with our customers."
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Head, Customer Experience Service
Corporate VP Sales, Customer Experience Service (NA & APAC)
SVP Sales, Customer Experience Service (EU)
Stevie Sales and Customer Service Awards 2021 in 4 categories in Q4 FY 2021: COVID-19 response, Customer Service Team of the Year, Customer Service Department of the Year and Customer Service Management Team of the Year
The hire-to-retire model, showcasing a 360-degree approach to personal and professional growth, secured the Customer Service Department of the Year Bronze Stevies award in Q2 FY 2021
A “Leader” in NelsonHall’s NEAT for Social Media Customer Experience (“CX”) 2021
'Market Leader' in ISG's Provider LensTM Digital Insurance BPO Services US 2020
A “Major Contender” in Everest Group’s Customer Experience Management – Service Provider Landscape with Services PEAK Matrix® Assessment 2020
A “Leader” in NelsonHall’s NEAT for Cognitive Customer Experience Services 2020
A "Major Contender" in Everest Group's Contact Center Service Provider Landscape with Services PEAK Matrix Assessment 2020
WNS Wins Six Stevies at the 2020 International Business Awards
# 1 in Voice of Customer in HFS' Front Office Customer Engagement Operation Services 2019
A “Major Contender” in Everest Group’s Contact Center – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019
# 1 Service Provider in Travel, Hospitality & Logistics in HFS' 2019 Top 10 Report
CX Re-imagined: Seamless, Intelligent and Immersive
In the 2022 ISG Provider Lens™ for Contact Center - Customer Experience Services, WNS is recognized as a ‘Leader’ in two quadrants - AI & Analytics and Social Media CX Services.
WNS’ highly improved AI and analytics portfolio and the launch of EXPIRIUS make it a Leader in the AI & Analytics quadrant. The company’s robust partnerships and proprietary technology ecosystem in the AI & analytics space offered through WNS Triange (WNS’ data, analytics and AI practice) and CX framework named WNS EXPIRIUS have been highlighted as the company’s key strengths.
In the Social Media CX Services quadrant, WNS’ comprehensive suite of social media products and effective deployment of analytics in the social media space have led to its recognition as a Leader. WNS’ strong portfolio of social media services capable of handling projects at a scale of up to 85 million online conversations and automating and personalizing the experience with WNS’ EXPIRIUS Social have been cited as enablers of elevated CX. To download the report, click here
Corporate SVP, Global CX Leader – Capability & Strategy
Corporate VP, Sales, Customer Experience Service (North America & APAC)
SVP, Sales, Customer Experience Service (Europe)
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