Mphasis betting keenly on Digital CEM

NEW DELHI, INDIA: Mphasis, a technology company offering consulting, operations outsourcing and enterprise solutions, has announced the launch of the Mphasis Digital Customer Experience Management (CEM) solution set, and it calls it the first technology solution able to provide complete customer experience management regardless of device or channel.

Partnering with industry leaders: Adobe, Artificial Solutions, Lavastorm and MCorpCX; Mphasis Digital CEM offerings, leverages their seventeen years of customer relationship management expertise, complemented by technology enabled disruptors including Digital Transformation, Digital Marketing, Intelligent Experiences and Care Transformation; as the announcement explains.

"Digital Business is the next ‘industrial revolution’ and will cause tectonic shifts in the market place,” said Ganesh Ayyar, CEO of Mphasis. “During such times, excellence in customer experience has been proven to be an essential ingredient of a successful business. Our Digital Customer Experience framework will enable business enterprises to leverage Digital Technologies in creating a positive end-to-end customer experience."

It is added by the company that Mphasis’ Digital CEM solutions benefit customers by providing 360 degree view of customer experience across channels: Enhanced, safe and secure; Uni-channel, multichannel and omni-channel customer experiences and optimized channel mix leading to reduction in overall cost of operations as well as improved revenue per customer through more effective mapping of products to customer needs.

“Companies must go beyond good intentions and adopt business discipline to turn their aspirations into reality, companies must take their customer experience efforts from ad hoc to mature. A truly differentiating customer experience may require a company to operate in a drastically new way. Four gaps that keep businesses from delivering great customer experiences are performance, convenience, personalization and trust,” says Megan Burns, Analyst and Forrester Research.