The emergence of digital era has ushered the Biz - Tech organizations to adopt omni-channel customer connect strategy and emphasize on providing unique experience to their customers – be it .com website or product. Whilst this strategy ensures close proximity between Biz-Tech firms and their customers, it has a direct impact on gaining user mind share and improve wallet share of the firms. Hence, assuring customer experience has gained prominence in the digital era. Adoption of new technologies in digital era causes a significant onus on the IT budget. Hence, organizations try to explore service delivery models, which could optimize their IT budget while assuring superior quality.
TCS Customers Experience Assurance Platform is a hosted solution offered to customers on a subscription based model to assure business outcomes by improving quality levers of customer experience (CX) – A scientific approach to quantify CX maturity in Web and Mobile Channels through correlation of KPIs/Industry Benchmarks and “Machine Led” testing of CX facets. This should enable the following:
Customer Experience (CX) Assurance platform intends to deliver the breadth of CX Quality Services (Assessment > Recommendation on Remediation > Assurance) thereby enabling Custodianship of Customer Experience to improve business outcome. This platform will help TCS deliver CX Assurance Services on a non- FTE based model that will be