Transform the ways you engage with customers by bringing together innovative advisory, technology and workforce capabilities that enhance the customer experience and reduce costs.
Customer Experience (CX) has evolved from being a performance indicator for driving revenue to the key competitive differentiator for a company’s success. In fact, 77.5% of companies recognize CX as the most important strategic performance measure of their business. (*Dimension Data Global Contact Centre Benchmarking Report 2016)
DXC’s CX Services transform and optimize contact center operations to better engage with customers and citizens. Our comprehensive suite of end-to-end CX solutions brings together advisory expertise, global operational delivery capabilities and contact center technology delivered in a true cloud as-a-service model. It enables you to:
- Meet the demands of the digital consumer with self-service and automation. At a large government agency, we implemented “virtual agents” to respond to citizen requests for support, increasing first-interaction resolution by 35% and customer satisfaction by 40%.
- Integrate digital, social and mobile channels quickly. We helped transform a global manufacturer from 100% telephony to 70% in 18 months, adding chat channels and support for 10 new countries without adding agents.
- Reduce current operational costs through cloud transformation. We reduce contact center support costs approximately 20% by standardizing technology and removing unnecessary telecommunication costs.
- Increase brand loyalty. A leading hospitality enterprise increased hotel reservation sales and bookings by 30%.
- Optimize the contact center workforce. An insurance provider reduced callback volumes by 20%, improved QA productivity by 60% and achieved overall time savings of 20%.