Customer Experience

WNS Named as a Global ‘Leader’ in Customer Experience Services by ISG

Author(s)

Namratha Dharshan

Director of Research and Principal Analyst, ISG

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ISG has recognized WNS as a ‘Leader’ in the Provider Lens™ Customer Experience Services 2023 report across all four quadrants globally:

Digital Operations
Hybrid Working Solutions
Intelligent CX (AI & Analytics)
Social Media CX Services

WNS continues to drive CX Transformation with EXPIRIUS, a Human-assisted Digitally Integrated Customer Experience Model. Powering EXPIRIUS are our core enablers of domain, CX consulting, Centers of Excellence (CoEs), advanced analytics encompassing data to insights, AI, ML and GenAI, and innovative outcome-based engagement models to address their industry-specific CX demands.

Talent – and its on-tap availability – is another key aspect that helps us maintain our industry specialist differentiator. WNS’ Open Talent operating model enables clients to tap into a larger market for talent in a hybrid ecosystem.

Namratha Dharshan, Chief Business Leader for ISG Research shares her thoughts on WNS’ leadership position across all four global quadrants:

Digital Operations: “WNS’ perseverance to create differentiated offerings and significant investments to expand its portfolio makes it a Leader in this quadrant.”
Hybrid Working Solutions: “WNS has significantly improvised its end-to-end hybrid working solutions, combining technology and tools seamlessly to support its clients.”
Social Media CX: “WNS has emerged as a strong Leader in the Social Media CX Services quadrant for its commitment and investments to expand its social media portfolio, solution ecosystem and analytics offerings.”
Intelligent CX (AI & Analytics): “With persistent focus and investments, WNS has substantially improved its AI and analytics portfolio to address every aspect of a CX journey, which, in turn, has helped it to jump into a Leader position.”