Customer Experience

WNS Recognized as a 'Leader' in NelsonHall’s NEAT Vendor Evaluation for CX Services Transformation 2024

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NelsonHall NEAT

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NelsonHall has recognized WNS as a 'Leader' in its Vendor Evaluation & Assessment Tool (NEAT) for CX Services Transformation across market segments: Overall, CX Improvement Capability, Cost Optimization Capability and Revenue Generation Capability. This reflects WNS’ ability not just in delivering immediate benefits through its Customer Experience (CX) services but also in aligning with clients’ future requirements. This is a vital consideration as enterprises seek CX transformation amid several key challenges like driving innovation, securing stakeholder buy-in for effective change management, modernizing legacy CX infrastructure within budget constraints, adapting to market volatility and justifying new investments.

To navigate these challenges, leveraging domain expertise, technology platforms, Generative Artificial Intelligence (Gen AI), conversational AI and analytics-led insights is crucial. WNS addresses this through its CX framework, EXPIRIUS, which integrates human-assisted design and domain expertise with AI-driven conversational insights and CX consulting-led strategies, crafting comprehensive digital customer experiences. WNS has also developed a forward-thinking roadmap for Gen AI implementation, showcasing practical advancements in agent augmentation, learning and development, and performance management.