Digital Customer Experience | Customer Experience Service | Customer Service Outsourcing | Customer Service BPO
  • 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

Industry Awards & Recognitions

  • Group 2140@2x

    A “Leader” in the IDC MarketScape for Worldwide Digital Customer Care Services 2021-22

  • Group 2140@2x

    The hire-to-retire model, showcasing a 360-degree approach to personal and professional growth, secured the Customer Service Department of the Year Bronze Stevie® Award in Q2 FY 2021

  • Group 2140@2x

    Won “GSA UK Service Provider of the Year 2022” for delivering impeccable end-customer experiences and enhancing Net Promoter Scores while using effective strategies to drive consumers to non-voice and self-serve platforms

  • Group 2140@2x

    A “Leader” in NelsonHall’s NEAT for Social Media Customer Experience (“CX”) 2021

  • Group 2140@2x

    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 for WNS EXPIRIUS

  • Group 2140@2x

    A “Major Contender” in Everest Group’s Customer Experience Management — Service Provider Landscape with Services PEAK Matrix® Assessment 2021

  • Group 2140@2x

    “Market Leader” in ISG's Provider LensTM Digital Insurance BPO Services US 2020

  • Group 2140@2x

    A “Major Contender” in Everest Group's Contact Center Service Provider Landscape with Services PEAK Matrix Assessment 2020

  • Group 2140@2x

    A “Major Contender” in Everest Group’s Customer Experience Management – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

  • Group 2140@2x

    WNS Wins Six Stevies at the 2020 International Business Awards

  • Group 2140@2x

    A “Leader” in NelsonHall’s NEAT for Cognitive Customer Experience Services 2020

  • Group 2140@2x

    # 1 in Voice of Customer in HFS' Front Office Customer Engagement Operation Services 2019

  • Group 2140@2x

    A “Major Contender” in Everest Group’s Contact Center – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

  • Group 2140@2x

    # 1 Service Provider in Travel, Hospitality & Logistics in HFS' 2019 Top 10 Report

Leverage a Holistic Toolkit of Powerful, Next-gen CX Solutions

The EXPIRIUS model encompasses powerful point customer experience solutions that have been designed to meet the specific CX demands of businesses. Powering these solutions are our core enablers of domain, CX consulting, Centers of Excellence (COEs) and innovative outcome-based engagement models.

  • WNS EXPIRIUS

    WNS EXPIRIUSSM

    A digital CX solution powered by the combination of domain, human assistance, AI and analytics

  • WNS Open Talent

    WNS Open Talent

    An on-demand domain talent ecosystem that leverages digital to create a collaborative workplace

  • Customer Experience Consulting

    Customer Experience Consulting

    A consulting approach re-imagining CX with tech innovation, frameworks and human-assisted solutions

  • Centers of Excellence

    Centers of Excellence

    An industry-contextualized CoE model that combines domain experts with WNS EXPIRIUS

  • Digitally Simulated Training Environment

    Digitally Simulated Training Environment

    An intelligent training solution that drives highly engaging and experiential L&D

  • HIFFI

    HIFFI

    An AI–led property insurance quote-to-buy solution that enhances CX and reduces cost–to–serve

  • WNS-Lightico

    WNS-Lightico

    A partnership providing a seamless P&C insurance buying journey with straight-through processing

case studies

Case Study

Retail

Customer Experience Transformation: PAXI Re-imagines the Last Mile

case studie

Case Study

Media & Entertainment

Increasing Customer Lifetime Value with Predictive Analytics

Success Stories

Customer Experience

Global Sales Promotions Company, Insyt, Transforms CX with Cloud & Intelligent Automation

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Customer Experience

Intelligent Digital Strategy Amps Up Customer & Business Value

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Customer Experience

Intelligent Operating Model Helps Streamline Premium Content & Enhance Customer Experience

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Revenue

A Leading Global Airline Improves Revenue by 15 Percent with WNS’ Sales Center of Excellence

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Customer Relationship Management

Generating USD 350 Million in Total Contract Value over a Decade for an Air Traffic Communications Specialist

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Customer Engagement

A Leading Global Hotel Chain Augments Revenue by USD 6 Million with WNS' Sales Center of Excellence

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Testimonials

"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."

Katherine Caswell, Managing Director, Insyt

"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."

Robert Kerr, Customer Service Director, Total Gas & Power, U.K.

"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."

Yatin Patel, Co-founder & CEO, Reservations.com

"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."

Matthew Sabin, Customer Experience & Call Centre Relationship Manager, ARE Media

Our Leaders for CX

leader

Jitender Mohan

Head, Customer Experience Service

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leader

Aniket Godbole

Corporate VP Sales, Customer Experience Service (NA & APAC)

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leader

Nicholas Hartley

SVP Sales, Customer Experience Service (EU)

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Our Leaders for CX

  • Aniket Godbole

    Corporate VP Sales, Customer Experience Service (NA & APAC)

    Explore More
  • Nicholas Hartley

    SVP Sales, Customer Experience Service (EU)

    Explore More

Awards & Recognitions

awards

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

awards

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

recogintion

A “Leader” in NelsonHall’s NEAT for Social Media Customer Experience (“CX”) 2021

recogintion

'Market Leader' in ISG's Provider LensTM Digital Insurance BPO Services US 2020

recogintion

A “Major Contender” in Everest Group’s Customer Experience Management – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

recogintion

A “Leader” in NelsonHall’s NEAT for Cognitive Customer Experience Services 2020

recogintion

A "Major Contender" in Everest Group's Contact Center Service Provider Landscape with Services PEAK Matrix Assessment 2020

awards

WNS Wins Six Stevies at the 2020 International Business Awards

recogintion

# 1 in Voice of Customer in HFS' Front Office Customer Engagement Operation Services 2019

recogintion

A “Major Contender” in Everest Group’s Contact Center – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

recogintion

# 1 Service Provider in Travel, Hospitality & Logistics in HFS' 2019 Top 10 Report

 
Download Report
Download Report

WNS Named a ‘Leader’ in the 2022 ISG Provider Lens™ for Contact Center - Customer Experience (CX) Services

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

Get in Touch with
Our CX Experts

Click here

Karandeep Ahluwalia

Corporate SVP,
Global CX Leader – Capability & Strategy

Aniket Godbole

Corporate VP, Sales,
Customer Experience Service (North America & APAC)

Richard Holden

SVP, Sales,
Customer Experience Service (Europe)

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