EXL’s CX transformation digital solution suite

EXL’s CX transformation digital solution suite augments customer experience for travel management companies

Business context

The travel industry has seen many disruptions across the last few years that have driven a paradigm shift in consumer behaviors, trends, and customer servicing models.

To grow and address these new challenges, organisations require a focused and comprehensive digital strategy that includes:

  • Placing digital customer experience (CX) at the heart of all future state designs
  • Redesigning existing business processes and operating models
  • Reimagining customer journeys
  • Mass adoption of contactless technology
  • Hyper-personalisation of products and servicing
  • Generating contextual insights from digital channels

Addressing these challenges can lead to a much higher CX and net promoter score (NPS), reduce cost to serve, and increase operational resilience.

EXL’s CX transformation digital solution suite

EXL’s Digital Solution Suite successfully transforms customer experiences leveraging our deep domain expertise, customer intelligence, dynamic analytics, artificial intelligence, automation and other digital tools, thereby paving the way for a richer, more integrated and personalised user experience.

Key ingredients of our solution suite:

  • AI, machine learning (ML), natural language processing (NLP), and deep learning modules
  • Embedded advanced analytics
  • Automated, streamlined, intelligent reporting
  • Ease of deployment, including Cloud enablement
  • No- to low-code customisable solutions
  • Integrated omni-channel approach

EXL’s CX transformation digital solution suite houses a wide spectrum of modular solutions aimed at reimagining customer journeys, leveraging the right blend of functionality, data integration, and supporting technologies to transform the CX value proposition and solidify customer relationship.

If you would like to discuss ways to transform your CX and find out how EXL’s CX transformation digital solution suite could unlock value for your organisation, please contact us.