Customer Experience Strategy and Management

Teleperformance is No.1 global leader in Customer Experience Strategy and Management. We enhance omnichannel customer engagement through a customer-focused strategy and transformational initiatives.

Our Customer Experience solutions put the customer at the center of the transaction, creating positive moments and reducing customer effort. That’s what we call great Customer Experience Strategy. 

How we do it?

We help our clients define the best Customer Experience Strategy. Our customer-focused operations and transformation strategies enrich customer experience and improve efficiency at an optimal cost.

Customer Experience Strategy and innovative solutions for complete lifecycle management of customers enable our clients in Healthcare, Banking & Finance, Telecom, Travel & Hospitality, Logistics, Manufacturing, Utilities, Public Sector, Retail and Ecommerce and other industry verticals to deliver outstanding customer experience. 

Service Channels

Teleperformance offers integrated omnichannel customer management services including voice, chat, email, social media, IVR, fax, website, etc. We deploy six-sigma tools and technology platforms to offer seamless, cutting-edge omnichannel customer engagement over variety of service channels. That is why we are a world leader in Outsourced Omnichannel Customer Experience Strategy and Management.

We analyze Customer Experience Strategy and service delivered. Insights into customers across touchpoints and channels enable you to give your audience what they want. Voice of Customer Analytics includes Customer Journey Analytics, Customer Effort Analytics, Sentiment Analytics, Touchpoint Analytics and Behavior Analytics using text and speech analytics. 

Customer Experience Strategy and Technology

We have technology tools and programs for interactive forecast, that predict customer behavior and preferences; and help brands define Customer Experience Strategy to align their sales and marketing. Customer Experience Strategy thereby helps increase sales, lead conversion, improved collections, reduce customer effort and cost of retention. All this may lead to improved demand forecasting and enhanced preparedness for seasonal anomalies.  

Customer Experience Strategy and Management 

Strategic management provides overall direction to an enterprise and involves specifying the organization's objectives, developing policies and plans to achieve those objectives and Customer Experience Strategy. We help you define and implement strategies to attain the most efficient business management plan of actions aimed at planning and performing tasks in the most efficient way to achieve strategic goals and objectives of your organization. Our processes are driven by governance, communication, engagement and value delivery for effective Customer Experience Strategy. 

We work collaboratively with our clients to help them understand their customers better and define Customer Experience Strategy. As experts in Customer Journey Analytics, Customer Effort Analytics, Sentiment Analytics, Touch point Analytics and Behavior Analytics, using advanced text and speech analytics tools, we enable our clients to decipher customer preferences and shifts in customer behavior. All this combined with market intelligence and competition research, helps our clients draft Customer Experience Strategy and business strategies that spell profit and growth for the organization and seamless Customer Experience .

Our services in Customer Experience Strategy Management include: 

Customer Experience Strategy and Management

• Market Intelligence & Competitor Research 
• Voice of the Customer 
• Customer Journey Design

Customized and innovative solutions enable our client draft Customer Experience Strategy to achieve profitable growth and transformational benefit.

Consultancy Business

Teleperformance, leaders in global Customer Experience outsourcing, have created a niche space in Consultancy Business as well. With our expertise in Consultancy Business, we partner with our clients to assist them with best digital transformation and consultancy.

We help big and small companies with our Consultancy Business to draft strategy, planning and problem solving, and helps clients develop business skills and knowledge to progress and derive growth. From designing a business model or marketing plan, to determining which marketing techniques to use and how to use them, our Consultancy Business can help them carve a path for success.

Consultancy Business is a very demanding aspect where we help clients achieve success by crafting fitting strategies. One can visit our website or get in touch for any Consultancy Business requirement.

We do different types of including Strategy Consulting Careers. Business Strategy or ‘Strategic Management’ which is the key to decision making that drives any business. We also support Operations Consultancy, Financial Advisory Consulting, Human Resources Consulting. Risk & Compliance Consulting, Information Technology Consulting and all other types of advisory and consulting services.

We have SMEs or subject matter experts for all leading industries as core team to offer superior Consultancy Business Services. Our teams have SMEs, consultants, advisors to solve client’s problems and grow their business.

Teleperformance has helped various clients from leading industry verticals like Healthcare, Banking and Financial Services, Telecom, Travel, Logistics, Hospitality, Utilities, Public Sector, Manufacturing, Hi-tech, Media and Mobile, etc.

Trust Teleperformance in Consultancy Business to provide you best options and way out to grow your business, expand in new territories, launch new initiatives and flourish in everything you do.

We provide path breaking Consultancy Business services that help entrepreneurs with strategies, resources or the experience to move their concept forward.

Operational Best Practice Program

Any organization, big or small, relies on operational excellence to become profitable. Operational Best Practice Program is what helps organizations put people, processes and policies together to achieve sustainable growth.

Defining next generation operating models and blending best-in-class process, policy, people and technology, Teleperformance offers you world-class services and operational best practices for effective operations and excellence.

We craft Operational Best Practice Program for operational efficiencies by administration of business practices; converting materials and man hours into goods and services to maximize profit and growth of your organization.

From strategizing to implementing the right methodologies, we define and deliver operational best practice program. Our services include Operational Best Practice Strategy, Operations / Sales Enablement, Assessments, Incubation / Test Lab, Lean & Six Sigma, creating Target Operating Models.

Teleperformance helps you improve operations and minimize operational issues by introducing operational best practices, methods and processes across your business. Operational Best Practice Program introduces best practicemethods and processes across your business.

Operational excellence for maximum ROI

Operational excellence enhances key performance metrics. We work relentlessly to continue improving performance, design, execution, capabilities to achieve operational best practices. We leverage our learnings and efficient operational practices to deliver operational excellence, superlative service delivery and improved ROI for all our clients

Our process excellence framework aims to provide long-term strategic value to clients' business needs through Operational Best Practices, on-going process improvement and cost reduction initiatives.

Professionals with strong analytics, six sigma background and excellent business acumen work in collaboration with client’s operations team to re-engineer processes for operational best practices.

Best Practices for Increased Productivity

We aim to enhance operational efficiencies and brand performance by conducting independent root-case analysis on identified gaps, issues and challenges at process and functional levels. Process bench marking and streamlining through automation is what defines Operational Best Practice Programs for organizations we cater to.

The key is to learn and implement proven operational best practices that help organizations maintain operations in flow, reduce costs, attain efficiencies and achieve increased profitability and productivity.

Operational Best Practices for all Industry Type

Teleperformance caters to different industry verticals including Healthcare, Banking and Finance (BFSI), Hospitality, Logistics, Travel, Utilities, Manufacturing and Technology & Hitech to improve processes, techniques or methodology that aims to bring desired and sustainable results with Operational Best Practice Programs.

Identifying and implementing best practices in any field of the business using experience and technology is what defines Operational Best Practice Programs.

Operational Best Practice Programs ensures effective operations management and business practices to create highest level of efficiencies and cost savings for an organization. Operations management aims to maximize profit and growth for organizations.

Planning, organizing, supervising and managing production and human resources is the underlying principle for any effective Operational Best Practice Program.

How Digital Transformation is Changing the Customer Experience

Digitization is changing the way companies are looking at their business capabilities, forcing them to adapt according to the new trend and market reality. On most important thing to take a note of is these changes are not companies driven but customer based, this very well points out toward value of customer experiences. According to IDC, two-thirds of the company CEO of global first two thousand companies will shift to more digital options of improving client relationship and one of them is a Customer Experience Transformation Program. These improved strategies allow better outcome and few loos of finances as well as business.

So in this article we will try to elaborate few details of digital transformation, its tools and methods also how companies are using it to enhance their chances in the growing market competition.

• What is a digital transformation?

Integration of all the technical upgrades into the business is called as digital transformation, this fundamentally changes the way a business is operated as well as the core value and they deliver to the customer. Two major influences that are pushing companies to adopt technology like Customer Experience Transformation Program are their satisfaction and interactive engagement.

Highly engaged customer buy more frequently and spend 60 % on repetitive purchases. It was found that companies who acknowledged this change and mastered the art are now earning 30% more.

• How digital technology is affecting consumer experience

1. For a business to business sales

Every first step with this is to replace the old traditional way of doing cold calling. Now everything sale on social media platform. Instead of waiting for the customer to contact you companies are going with the aggressive method of technologically chasing them, built a relationship with them also educate about your product.

2. For marketing strategies

This changes the old method for making your product more popular such as billboards. Now more data-driven messaging is being projected to prospects. Use of search engine marketing, also enables many companies to have a better digital channel to control the sales. Use of social media platform for marketing, email marketing, and account-based marketing has increased the business capacity of the companies.

3. Customer service team

Representatives are no longer waiting for the person to contact them for complaints. More technological approach makes them proactive in their interactive sessions with the customers. Digital era creates more option like facebook, twitter, email, review sites and forum; they all are now part of customer service and business development ecosystem.

• Current trend

With the widespread use of mobile phones, tablets, and laptop the functioning of applications which are driven by machine learning and artificial intelligence has grown, this change is drifting the consumer's habits and expectation. This has given birth to a new consumer who needs to be updated according to technology all the time. This enforces consumer to rate companies on the basis of the digital experience they have

To accommodate the growing viewpoint and requirement of modern day buyer, your business strategies need to be on the digital platform first and with customer transformation experience program companies will be able to have more personalized interactions which are fast, dynamic and flexible. So using this new digital landscape will help organizations to definitely grow in a positive direction.