CX Transformation

An Overview

In today’s world, digital technologies have transformed consumer habits and allowed customers to have a choice of what they want and decide to get it the moment they want it. The technologies also have led to a shift in customer expectations, where the modern customer is constantly connected & aware of what is possible with technology. Customers now often take decisions and rate businesses based on their digital customer experience and are connected more than ever before. This means that businesses need to focus on digital customer experience now. Thinking digital- first gives the business organizations an opportunity to understand the modern customer, engage with them and deliver on their expectation of an Omni-channel digital experience.

We at IGT Solutions believe that the ultimate success of an organization lies in how it engages its customer, both internal and external. Key to have a sustainable and long-lasting relationship with our customers lies in how we give them value, evolve with time and give them high- quality products along with a great Customer Experience.

A business cannot exist without its customers; hence it is critical for companies to ensure that they deliver to their current customer expectations and deliver value, as well as create an experience that helps them grow and win new customers. We help clients to achieve end-to-end transformation of customer experience by ensuring all customer interactions & touch points with business are intuitive, enjoyable and seamless. Our dedicated set of experts assist businesses with the go- to market strategy and implement digital transformation initiatives with the goal of providing an enhanced customer experience.

Some of the major benefits of a transformed customer experience that we have seen for our clients include

  • Happy customers - delivering value to the customer - what they need & when they need it
  • Pro-active, personalized customer engagement resulting in customer loyalty & retention
  • Improved customer acquisition
  • Better ROI service and marketing investments
  • Improved brand perception and image

As an organization committed to transforming customer experiences, IGT’S digital engineering team collaborates with global organizations to design, build & deliver digital solutions. We also help business organizations in their omni-channel customer experience strategy by leveraging multiple touchpoints including design thinking capabilities combined with digital techno innovation that ties consumer behavior to profitable business outcomes. We work closely with our clients in prioritizing the design of customer experience pathways so that while brand-consumer communication does not fully exclude human interaction but it takes advantages of the digital technology breakthroughs available today.

Offerings

IGT’s Customer Experience practice works with our clients to enable delightful digital experiences for customers, employees and partners. With our expert team, we engage with our clients in a consultative manner by focusing on the design, engineering and total experience of their product and services.

Digital Transformation And Automation

We work with our clients around the world to conceive and deliver delightful, innovative and effective design solutions. At IGT, we focus on understanding end user’s needs and expectations, in terms of different activities customers are trying to do and the outcomes they are trying to achieve, and help design solutions that positively impact perceptions, customer loyalty, brand value and market share. We work collaboratively & strategically with our clients to give shape to their vision. Our bouquet of services helps our global clients across the processing foundational research, conceptualization, design strategy and engineering of the solution.

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Digital Engineering - Services & Solutions

Our service offerings include consulting / advisory & delivery services to our clients to improve synergies between business & technology. We help organizations solve their toughest software development challenges, making it possible to deliver innovation faster, smarter, more efficiently, and securely. Our experienced specialists & consultants also work closely with our client’s teams to support their Digital & Cloud Transformation journeys. As a part of these services, we help assess & modernize how the client organizations Engineer, Integrate, Test Release & Operate systems.

Digital Transformation And Automation

Services

Agile Business

We help support client organizations accelerate technology deliveries to achieve faster ROI & business value. IGT works collaboratively with client teams to provide digital transformation services including Lifecycle Transformation, Coaching & Advisory services leveraging industry leading best practices including CMMi, PMI, Lean, TMMi, Agile / Scaled Agile (SAFE) TestOps. We support transformation programs across delivery methodologies including traditional Water-fall, V-Model, IT Service Management (ITIL ITSM) as well as the latest methodologies & frameworks including Agile, Scrum, Scaled Agile, TestOps, DevOps, Kanban, DevSecOps.

Customer Experience

Customer experience is the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier organization's employees, systems, channels or products. The evolving enterprise needs and consumer behaviors demand organizations to be agile and take a design-first approach with emphasis on fast phase of execution. IGT works with our clients to deliver extraordinary experiences with services & product innovation. Our services in this area are crafted leveraging Design Thinking principles and include Design (UI / UX / CX / Service Design) as well as Customer Relation Management (CRM) services & enabling Omnichannel engagement.

Engineering & DevOps

Meeting the challenges of today’s digital economy requires organizations to increase their responsiveness to business needs. For technology leaders, this means accelerating the development and maintenance of applications without sacrificing quality. In addressing the challenges of a fast-paced digital world, traditional application development methods have evolved & adopted to leverage DevOps and enterprise Agile frameworks as well as automation across the lifecycle. IGT has over 2 decades of experience working with leading global organizations across a broad spectrum of technologies. We provide flexible, cost-effective engineering services including architecture transformation & design, application development & maintenance, IT Service Management as well as managed solution delivery services.

Quality Engineering & Assurance

As enterprises look at digital technologies as a source of competitive advantage, they demand quality—at speed and scale. This means that they must rethink how they build and test applications, moving away from testing as a standalone function at far end of the development cycle to embedding quality throughout. With 20+ years of enterprise solution delivery experience across geographies, our expert professionals bring a range of diverse skills across QA, Automation, Continuous Testing, DevOps and Agile to multiple clients globally.

Cloud Computing

Cloud is becoming a vehicle for next-generation digital business, that allows organizations to leverage the scalability, flexibility & the vast integration options available to deliver cutting edge solutions. Whether it is a Cloud Shift or a Cloud First approach basis business needs, IGT works with global business organizations across their Cloud Transformation journey including advisory/planning services, optimization, multi-cloud environment managed services, cloud security management, application modernization/re-architecture strategy, hybrid & digital infrastructures, cloud optimization, cloud computing, IaaS, PaaS, SaaS and more.

Enterprise Platforms

To stay future-ready & relevant, the enterprise platforms, solutions and applications must be up-to-date, aligned to organizational objectives, and able to respond quickly to evolving market needs. However, this also means that organizations need to work with partners who understand platform & service management and have experience in delivering solutions & supporting real-time workloads. IGT has 20+ years of enterprise platform experience enabling our clients to deploy, run and modernize their IT landscapes efficiently, quickly, and cost-effectively - platforms supported include Microsoft, AWS, Google Cloud, Oracle, IBM Mainframes (System Z), Salesforce, ServiceNow & Opensource platforms such as OpenStack.

Strategy and Consulting

The digital technologies available today offer multiple opportunities to power sustainable growth by leveraging industry expertise and contextual business knowledge - this can help power solutions to align to the organization's strategic vision & help thrive amidst disruption. As digital strategy consultants to our clients, we help them identify opportunities & support across their digital transformation journey so as to shape & retain their competitive advantage. We collaborate closely with them to assess their industry and current offerings, existing technology ecosystem and gauge their competition, and create strategic solutions, either across the entire business or elements of their business and operating models.

Delivering Results

30% improvement in customer engagement via CRM digital transformation & Omni-channel enablement

Customized CRM Covid-19 contact tracing solution to increase efficiencies by over 50%

15% improvement in customer satisfaction scores by re-designing & implementing global airport transit lounge booking solution

Featured Work

Airline sales and reservation management
Case Study

Customer Experience Modernization for a National Flagship Carrier

IGT's state-of-the-art CRM helped a leading airline in India resolve 25k+ cases daily and run targeted marketing campaigns and increase its revenue.

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Airline sales and reservation management
Case Study

Passenger FAQ Chatbot

Reduced contact center cost for multiple language support & training and enabled availability of information on the go and in written form.

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Airline sales and reservation management

case study

Creating Omnichannel CX for Cargo Customers of a leading airline in North America

IGT helped achieve 80% improvement in process efficiency by creating omnichannel customer experience solutions

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