Skip to main content Skip to footer

Reinvent customer service with next generation customer operations

Transform service, enhance loyalty and drive revenue growth by combining the convenience of technology with the warmth of human connection.

Reinventing customer service is essential. A staggering 63% of customers reported a frustrating service experience with a brand last year. Addressing these issues can enhance loyalty and drive revenue, but many businesses still prioritize cost savings. Digitizing processes alone isn't enough; true growth requires seamless, personalized, and human-centric experiences that delight customers.

DATA

88%

of buyers say that experience matters as much as products

70%

of consumers spend more with companies offering fluid, personalized, and seamless customer experiences

95%

of consumers say customer service impacts brand loyalty, with easy access, self-service and professional agents being key factors

How customer service is changing

slideText 1 ofText 1

Customers have high expectations from service

Customers now expect seamless, hyper-personalized interactions with their preferred expert, through their channel of choice, at the precise moment they need it.

Agents are evolving into proactive advisors

Agents are transforming from reactive roles to becoming proactive and pre-emptive, serving as trusted advisors to customers. They now actively leverage data and AI tools to shape conversations and guide customers to take informed decisions.

Future-ready firms are reinventing contact centers

Organizations are transforming their contact centers from being mere “support functions” to critical “nerve centers” for business growth, where there is a genuine exchange of value between the brand and the customer and where new ideas and business insights are generated.

Generative AI is powering execution excellence

Generative AI is transforming every step of the customer and agent Journey. By leveraging interaction data, generative AI can tailor communications, provide better real-time intelligence, improve decision making, boost customer satisfaction and enhance operational efficiency.

What you can do

Leverage industry-leading capabilities and customer-specific knowledge to build, operate, and transform high-performing teams. This enables rapid scaling across markets, channels, products, and business lines, ensuring excellence and adaptability.

Explore high-impact ideas with agile teams that can iterate, improve and rapidly realize value, enabling you to scale transformative ideas quickly and with minimal risk.

Deploy best-in-class tools, automation and accelerators to leverage data and insights, improving business outcomes in growth, efficiency and customer experiences.

Leverage generative AI to gain real-time Insights into customer preferences, streamline interactions, reduce language limitations and enhance self-serve capabilities.

Accelerate your journey

Next generation customer operations

Including: • Managed Services • Routing and Channel Management • Process Excellence and Transformation • Automation, Robotic Process Automation (RPA), and Virtual Assistants • Generative AI and Agentic Solutions

Rapid value realization projects

Including: • Workforce Command Center • Customer Insights and Analytics • Incubation Services

End-to-end capabilities

Including: • Customer Experience Design • Technology and Ecosystem Management 

Our leaders

Amit Kumar

Managing Director – Operations

LinkedIn

Amiya Sinha

Managing Director – Operations​

LinkedIn

Lalit Lalwani

Managing Director – Operations

LinkedIn