Extended pact for delivering personalised customer experience
WNS (Holdings) Limited (NYSE: WNS), a leading provider of global Business Process Management (BPM) solutions, recently agreed to extend its partnership with Centrica plc, an international energy services and solutions company. It would help the company from Windsor in the United Kingdom transform its customer experience delivery.
WNS will continue to combine the strength of its domain expertise and analytics prowess to deliver a personalized customer experience shaped by real-time insights.
WNS has co-created a transformation roadmap with Centrica to deliver a Unified Customer Experience (CX) across all channels including WhatsApp and SMS, driving seamless omni-channel experiences. WNS will also maximize First Contact Resolutions to deliver enhanced customer lifetime value, reduced cost-to-serve and improved customer retention.
“We are delighted to continue our long standing partnership with Centrica as they seek to create superior customer experience powered by analytical insights while also enabling the adoption of digital and self-serve channels,” Keshav R. Murugesh, Group CEO, WNS, said in a release on 20 July 2021.
“Personalised customer communications, especially through the increasing use of digital channels are integral to the Centrica experience. With WNS, we have been able to and will continue to enable meaningful conversations across all channels with a ‘here to serve’ mentality for our customers,” said Lesley Avinou, Head of Accounts & Billing and Partnerships, Centrica. #technology #energy #investment #projects /fiinews.com
