Sonata Software gas developed CXe, a customer experience management solution.
The global IT services and technology solutions company have developed the offering using the ‘Platformation’ approach, which is their framework for digital transformation and is designed for clients across the globe looking for end-to-end CX solutions post-pandemic.
Srikar Reddy, MD & CEO of Sonata Software, said: ”Notwithstanding evolving customer habits post the pandemic, the basics of ensuring great CX remains the same. Listening intently to your customer & acting on the feedback. A well thought out CX programme involves understanding what drives great customer experience across the customer journey and customer life cycle, using the insights to design great CX programDeveloped using company’s ‘Platformation’ approachmes.
“A well thought through CX measurement programme is critical to ensure the effectiveness of the CX programs. The different components of CX measurement are interrelated & a combination of Mystery audit, mystery shopping & integrated to aVOC programme thru a common data platform equip you with the basic tools to make sure your customers are getting a consistent and great CX.”
The global impact of the pandemic has been unprecedented, with the CX market witnessing a major upturn across all regions. According to a study by Fortune Business Insights, the market is projected to grow from USD 9.26 billion in 2020 to USD 21.86 billion in 2027 at a CAGR of 13.0% in the 2020 to 2027 period.
Venkatesh Parthasarathy, ex-MD of Dairy Farm and adviser to many leading companies, added: “This enhanced CX solution from Sonata is indeed unique and covers off pain areas that my team used to have in having different vendors for each programme and missing out on a unified view of the customer, but the icing on the cake for me is really about being able to see the impact of the CX programmes on your business.”
