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Case Studies

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ALM Media, LLC

Josh Gazes, Senior Vice President – Operations

British Gas

Jess Johnson, Head of Operational Excellence

Mosaic Insurance

Mitch Blaser, Co-CEO

Mosaic Insurance

Krishnan Ethirajan, COO

Oxford Nanopore Technologies

Jason Hendrey, Senior Director, Global Customer Services

WS Audiology (WSA)

Christof Steube, Director of Finance Excellence

Kiwi.com

Leonard McCullie, Director, Vendor Management

Kiwi.com

Petra Reiter, Vice President, Customer Services

Flight Centre

Aaron Fadelli, Business Leader

Healius Pathology

Alex Cook, Head of Finance Operations

Varo Bank

Breanna Rivers, Partner Performance Manager

Yorkshire Building Society Group (YBS)

Jessica Lockwood, Process Automation Manager

WS Audiology (WSA)

Sharang Patil, Director of Group Finance Excellence

Priya Madan Mohan, VP for Group Accounting & Controlling

United Airlines

Chris Kenny, VP and Controller

GFG Alliance

Phillip Irish, General Manager, Shared Services Delivery, Quality & Governance

Energy Australia

Steve Corden, Outsource Operations Leader

Delaware North

Christopher Lozipone, Senior Vice President and Global Business Services Head

Moneycorp

Nick Haslehurst, Chief Financial & Operating Officer

Prodigy Finance

Nico Barnard, Head of Operations

M&T Bank

Chris Tolomeo, Senior VP & Head of Banking Services

Minerals Technologies Inc. (MTI)

Khem Balkaran, CIO

Church's Chicken

Louis J. Profumo, CFO & EVP

This is our story of leveraging our interaction analytics platform to help a leading corporate travel management company enhance customer experience and drive digital deflection. Our team delivered a consultative solution to address critical challenges, including identifying drivers of customer dissatisfaction and optimizing service processes.

As we know…

The travel industry is fast-paced and competitive, with customer satisfaction and service excellence as the cornerstones of success. With rising expectations from corporate clients and travelers, contact centers are pivotal in delivering seamless support and resolving customer concerns.

As organizations increasingly rely on digital channels and interaction analytics, understanding customer sentiment is no longer a luxury but a necessity to retain clients and maintain service excellence.

The challenge for the corporate travel management company was…

Understanding the factors impacting customer sentiment. The company had limited visibility into the reasons behind customer complaints and dissatisfaction. While customers raised issues about service quality, the root causes and broader trends across interactions remained elusive. This lack of insights hindered their ability to proactively address concerns and enhance service offerings.

Stepping in as the consulting partner…

WNS leveraged its integrated interaction analytics-as-a-service platform, ElevateEX, bringing extensive domain expertise, consultative approach and technology proficiency to the engagement.

Key highlights of the solution included:

Comparative Insights

Analyzing customer interactions across four different products and offering a comparative view between corporate clients

Multiple Intent Capture

Applying an advanced multi-collinearity analysis across matrices to identify overlaps and measure the impact intensity of one metric on another

Sentiment Scoring

Leveraging Artificial Intelligence (AI)-powered sentiment scoring capabilities to categorize chats into negative, positive and neutral sentiments based on the inbuilt algorithm capability

Robust 'Related Phrases' Functionality

Enabling the identification of relationships between topics and providing the context for Root Cause Analysis (RCA)

Interactive Dashboards

Offering dynamic visualizations of trending topics through Power BI, enabling users to effortlessly initiate deeper analyses

Critical aspects of the overall solution included:

A 14-week effort to process structured and unstructured data, leveraging a methodical approach coupled with robust governance

>120 taxonomies developed and refined
through 100+ iterations, achieving an
89 percent accuracy rate

15k chats ingested into the WNS
cloud solution, with analyses
revealing 11 percent negative chats

Identified BOT issues through a detailed analysis,
pinpointing 11 key topics that were adversely affecting
customer experience and increasing customer effort

The insights derived from interaction analytics…

Empowered the client to drive key initiatives, including enhancing the existing BOT framework to enable digital containment and streamlining payment and billing processes. These efforts led to a notable improvement in customer sentiment during interactions.

Quantifiable outcomes included:

 percent improvement in digital deflection through BOT enhancement

 percent reduction in negative sentiment calls, resulting in CX improvement

Ready to transform your customer experience and achieve tangible results? WNS Expirius provides the expertise and technology you need to succeed. Explore our Customer Experience Management Suite and partner with WNS to unlock the full potential of your CX.

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