• 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

  • Award

    ‘Utilities Project of the Year’ at the GSA UK Awards 2023 for delivering exceptional customer experience for a leading UK-based energy company

  • Award

    Runner-up in the ‘Business Resilience Impact’ category at the SSON North America Impact Awards 2023

  • Award

    Bronze award for ‘Customer Service Department of the Year’ at the Stevie Awards for Sales and Customer Service 2023

  • Award

    Bronze at European Contact Center and Customer Service Awards (ECCCSA) 2022 in the category of ‘Best Use of Data (CX)’ for a leading hotel booking platform provider

  • Award

    Three Stevie Sales and Services Awards across multiple categories including Silver for ‘Best Use of Technology in Customer Service 2022’ for WNS EXPIRIUS

  • Award

    GSA UK Awards ‘Service Provider of the Year 2022 for delivering impeccable end-customer experiences and enhancing NPS while using effective digital strategies

  • Award

    Recognized as a ‘Leader’ in AI and Analytics & Social Media for CX Services in the ISG Provider Lens™ 2022 Global Contact Center Customer Experience Services report

  • Award

    Named a ‘Leader’ in the IDC Marketscape for Worldwide Digital Customer Care Services Vendor Assessment 2021-22

  • Award

    Stevie Sales and Customer Service Awards 2021 in 4 categories: COVID-19 response, Customer Service Team of the Year, Customer Service Department of the Year, and Customer Service Management Team of the Year

  • Award

    Gold at the 2020 International Business Awards for the ‘Content Analytics Solution’ designed to accelerate digital customer experience for a UK-based utilities client

  • Award

    Silver at the 2020 International Business Awards for Achievement in ‘Product Innovation’ for development and deployment of BOTs for delivery of high-quality customer services and swift and effective management of customer requests for a South Africa-based telecom client

  • Award

    ‘Business Technology Solution’ award at the 2020 International Business Awards for analytics-led, data-driven CX solution co-created for a leading energy provider in the UK

  • Award

    Bronze at the 2020 International Business Awards for ‘Customer Service Department of the Year’ for the hire-to-retire model, showcasing a 360-degree approach to personal and professional growth

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 Digital Customer Experience 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

Predictive-Analytics_Media-Company-Case-Study

Case Study

Media & Entertainment

Increasing Customer Lifetime Value with Predictive Analytics

Success Stories

Utilities and Energy

Centrica Strengthens Customer Support Capability to Boost NPS

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Telecom

Enhancing Telco CX & Reducing Cost-to-Serve with Interaction Analytics

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Customer Experience

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

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Customer Experience

Predictive Analytics Drives Intelligent Customer Engagement and Revenue Maximization

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Analytics

Analytics Center of Excellence Provides Total Gas & Power Better Insights to Enhance Customer Experience

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Customer Experience

Virgin Atlantic, UK, Navigates Turbulence Deftly With RPA-led Digital Transformation

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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 Experience

Intelligent Digital Strategy Amps Up Customer & Business Value

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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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Energy & Utilities

A Leading Utility Reduces Customer Complaints by 80 Percent; Drives Down Operational Costs

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Media & Entertainment

Increasing Customer Lifetime Value with Predictive Analytics

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Testimonials

"Thank you for everything you have been doing for Avon."

Robert Smith, Head, Contact Center Operations, Avon

"You guys have been fantastic in supporting Energy Australia."

Steve Corden, Outsource Operations Leader, Energy Australia, Outsource Operations Leader, Energy Australia

"Sayuri Kawamura - Customer Ops Manager, CPCE APAC, Ana Marchioni - Senior Manager Operations, CPCE, Latin America and Nelia Legayada - Customer Ops Manager, CPCE from Expedia Partner Solutions team talk about navigating the COVID-19 crisis supported by the partnership with WNS that’s driven by a shared passion for client-centricity."

Motivating words by our partners at Expedia Partner Solutions Team

"Nawon Sohn - Customer Support Manager, APAC, Amanda C. - Customer Operations Manager EMEA, CPCE, Viktorija G. - Daily Operations Specialist, Barbara O. - Daily Operations Specialist and Aoi Kurita - Customer Support Manager, APAC share words of encouragement. Thank you to the entire WNS family."

Inspiring Messages by our partners at Expedia Partner Solutions Team

"Chris Knop - Sr. Director, Operations Management, Scott Gardner - Senior Manager, CPCE and Oscar Leung - Service Executive share kind words for WNS that are both motivating and inspiring."

Encouraging Messages by the Expedia Partner Solutions Team

“Your ability to pivot quickly as soon as COVID took off was instrumental in making sure that we looked after our customers throughout this period.”

Aaron Fadelli, Area Sales Manager – Contact Centre, Flight Centre

"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 Leader for CX

leader

Jitender Mohan

Head, Customer Experience Service

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Our Leader for CX

WNS Ranked as a “Market Leader” in HFS Horizons: Customer Experience Service Providers, 2024

HFS Horizons Customer Experience Service

HFS Research has recognized WNS as a “Market Leader” in HFS Horizons: Customer Experience Service Providers, 2024.

Customer experience service providers continue to play a key role in helping enterprises modernize their operations-focused CX functions. While many enterprise clients seek cost reduction and efficiency, there is a growing demand for services focusing more on experience and value. WNS’ value proposition is dedicated to delivering transformative CX experiences fueled by proven expertise in digital and analytics. WNS’ industry-focused proprietary IPs as well as the WNS EXPIRIUS framework, an industry-first digital CX model enriched with Large Language Models (LLMs) – allow clients to deploy winning end-to-end CX strategies. Our domain expertise, collaborative approach and capabilities across analytics, technology and servicing continue to create stickiness with clients globally, unlocking new value for them.

HFS’ recognition underscores WNS’ strong focus on digital-first CX, co-innovation with clients, and proven impact and outcomes.
 
To download the report,
click here

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

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 download the report,
click here

NelsonHall’s NEAT Vendor Evaluation for CX Services

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

AI Analytic
WNS Named as Leader in ISG Provider Lens for Contact Center

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)

Awards & Recognitions

recogintion

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

awards

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

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 for WNS EXPIRIUS

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 Stevie® Award in Q2 FY 2021

recogintion

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

recogintion

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

 

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