The Retailer Spring Edition 2022

SPR I NG 202 2

1 5

and innovations.” ‘‘

The right CX partner invests in advanced analytics CoEs to provide access to the latest in industry expertise, technologies

Market mix modelling and pricing optimisation are other indispensable services offered by analytics CoEs. The CoE functions as a test bed for adopting new trends, technologies and priorities. It can effectively assess new revenue streams such a programmatic ad serve, augmented reality and the metaverse. Additionally, it can drive strategic initiatives such as sustainability and evaluation of new markets. 4. The power of a digital talent force The transformational CX partner holds a new breed of talent whose forte comprises problem solving, speed of resolution, innovation and tech-savviness. These ‘Digital Associates’ are experienced engineers and orchestrators who can manage high-complexity conversations in a tone that resonates with customers. The recruitment of Digital Associates is a multi-layered process. It is fortified with continuous and engaging training to build future-relevant knowledge, skills and confidence. Learning academies provide a wide range of blended and self-paced learning journeys, which are easily accessible on digital platforms. Above all, transformational CX partners pay close heed to align their culture and values with their client’s. Such an approach inculcates in their workforce a deep understanding of, and passion for, the client’s brand and customers. Summary The above attributes are important, but one thing to remember is that culture trumps everything! Your CX partner simply must be a true reflection of your brand and values and must be easy to do business with. The world has seen a remarkable shift in customer experience, driven solely by customer outcomes and needs. So, ask yourself, do I have the right transformational CX partner? If you do, you are blessed. If not, move on to a different relationship – and do so rapidly.

Mike Withey mike.withey@wns.com 07880-656-326 www.wns.com