1www.hexaware.com | © Hexaware Technologies. All rights reserved.
Customer Experience (CX) Transformation
3 Aug 2017
2www.hexaware.com | © Hexaware Technologies. All rights reserved.
Industry Landscape
78
80-83
85-89
93-97
70
75
80
85
90
95
2016 2017 (E**) 2018 ( E**) 2019 ( E**)
44
26
14Americas
EMEA
APAC
BOT enabled
self service –
On The Rise
Market size for CCO (US$ Bn) *
2018 Geo Estimates*** (US$ Bn)
Digital Growth Areas in CCO anticipated in next 12 months
Webchat44%
81%
Mobile
App
41%
75%
Social
Media
51%
76%
Omni-
channel
17%
29%On-
Premise
23%
60%
Cloud
26%Voice
biometric
penetration
* Another ~US$100 Bn is in-house
** Hexaware estimates based on various market trends
Market Source: Everest Group, Deloitte, V12
*** Hexaware Estimates
3www.hexaware.com | © Hexaware Technologies. All rights reserved.
Current Technology View in CCO Industry
Labor arbitrage-first vs. digital-first businesses
78%** 22%**Arbitrage-First
-0.2%*Digital-First
+20%*
• Cost Savings
• Efficient Processes
• Report SLAs
• Labor Arbitrage
• Lean six-sigma
• Legacy tools / wrappers
• Effort Elimination
• Reimagined Process
• Impact Business Metrics
• Deep Domain Expertise
• Design Thinking
• Digital Tools & Tech
Cu
rre
nt
Ma
turi
ty L
eve
l
Impact on Business OutcomeLow
Low
High
High
Voice
Logger
Dialers
On Premise
ACD
CS Interaction
Solutions
Reporting
Solutions
Next-gen technology
(digital) levers
RPA
Cloud ACD
Analytics
IOT
Cognitive / AI
Millennial
Social Media
Traditional technology
levers
Value
Levers
Source: Nasscom, Deloitte
IVR
Multi-channel
Omni-channel
BOT enabled
self service
Cognitive IVR
Vanilla Social
Media
1. Addressable spend of 90 Bn using New Age outsourcing
2. Another 8Bn per annum of addressable spend on digital transformation of CX
* Growth
** Revenue Share
4www.hexaware.com | © Hexaware Technologies. All rights reserved.
Move towards digital era
PresentBefore Future
CUSTOMER SERVICE ERA CUSTOMER EXPERIENCE ERA DIGITAL ERA
Performance
Channels
Digitization / Technology
• Quality: SLAs
• Performance : CSAT
• Cost focus: AHT
• Multi Channel services
with separate queues for
chat, voice and email
• Rostering and ACD was
considered state of the art
People / Infrastructure• Key differentiator was
handling rostering and
attrition
• + NPS
• + Omni channel
services
• + Automated Point
solutions
A B
(unified experience across voice,
email, chat and social media)
(VRM, back office processes and
some front office operations)
• + Shared Service
Centers(optimize costs and address global
needs)
C
• Extreme Digitization
• + Cognitive RPA
• + Moving to Cloud
(virtual assistants and chat bots with
front office interventions)
(ACD on cloud)
• + Profit Centers
(use of SSC to facilitate business
growth & become profit centers)
(AI , ML, NLP etc.)
5www.hexaware.com | © Hexaware Technologies. All rights reserved.
Customer Experience (CX) Transformation: Hexaware Innovation Led CCO
Contact Center Outsourcing
1 Chatbots & Conversational UI
2AI Voice Assisted Apps & Smart
Devices
3 Digital Modernization of Legacy
Contact Centers
4 Advanced CX Analytics
Customer Care
Inbound & Outbound Sales
Technical Support
Help Desk
Near Shoring, Offshoring
Multi-lingual Support
Secured B2C & B2B Messaging
AI- Chatbots
Voice Enabled Cognitive Business Apps
Cognitive Business Apps for Smart
Devices
Omni-Channel CX Platform
Cloudification of Contact Center
AI Replacement of Traditional IVR (Virtual Agents &
Virtual Assistants)
Voice of Customer
Speech & Text Analytics
Customer Journey
6www.hexaware.com | © Hexaware Technologies. All rights reserved.
Our Omni-Channel CX Platform: Fully Integrated AI-Cognitive Solution
Cus
tom
er S
ervi
ce B
ots
Cu
sto
me
r Se
rvic
e
Tra
ns
form
atio
n
En
terp
rise
Te
ch
no
log
y
Tra
ns
form
atio
n
7www.hexaware.com | © Hexaware Technologies. All rights reserved.
CX Transformation Journey
Create CX
Vision
Assess
Current CX
Create
Foundation
for Future
Design &
Implement
Quick Win
Pilots
1 2 3 4
Enable
Managed
Services
Derive Outcomes
Personalized & Relevant Service
ZCR (Zero Contact Resolution)
Improved NPS & Efficiency
Reduce Customer Effort
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Alliances and PoCs Deployed
Alliances & Working Relationships
Customer Service
RPA
Standard RPA Standard RPA Cognitive RPA
Cognitive RPA Back office
Automation (BFSI)Voice based
Cognitive RPA
Key POCs
Academia & Research
Best of Breed Tech
Startup Relationship
* Leading Water Supply &
Treatment Utility company
Outsourcing & Technology services
specialist for governments &
diplomatic missions
Leading Life insurance company in
India
Existing + POC* Clients
Water Quality related issues related
to Appearance, taste & smell
• Visa appointment booking
• Logging Complaints
• Presale queries
• Procuring insurance policy
Ch
atb
ots
International express, mail delivery
and logistics services company
WIP Clients
• Courier Pick-up
• Courier Status
Chatbots
Voice bots
Leading European
Telecommunications Company
• Trouble shooting Internet
connectivity issue
• Getting customer
architecture (B2B)
• Customer Request for
Change
Chatbots
Chatbots
Voice bots
Other Key Clients• Multinational Bank
• Leading Cloud Computing Company• Leader in IT and Computing
• Leading Chain of Health clubs
9www.hexaware.com | © Hexaware Technologies. All rights reserved.
AI Voice Bots, Email Automation & Chatbots to support
payments app
LOI to Go-Live in less than 10 days
150+ FTEs hired and live in less than 1.5 months
Managing 100% of volumes offered from Day 1
Current Volumes: 3,000 calls per day moving towards 10,000 calls
per day
Early win: One of the largest e-commerce company
New age solutions to drive outcomes
10www.hexaware.com | © Hexaware Technologies. All rights reserved.
Innovative Services
Passionate Employees
Delighted Customers
Thank youwww.hexaware.com