The next gen Contact Centre will become a key differentiator for any business to cultivate customer loyalty, increase customer base and improve the CX quotient. It is important for contact centres to deliver end to end experiences using human and digital intelligence to inspire advocacy and loyalty. This joint paper from EXL and KPMG provides insights on how to orchestrate customer experience through connected thinking that incorporates data, digital technology and customer service excellence.


Article reprinted from (From Contact Centre to Orchestrated Experience Centre,, Copyright: Article republished from, © 2020 KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved

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