Customer Experience

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 being connected more than ever before. This means that businesses need to focus on digital customer experience now more than ever before. 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 product along with 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 enhance customer experience by being focused on ensuring all interactions and touch points with the business to be easy, 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 touch points 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 the 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.

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 a 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.

The first generation of customer relationship management was all about gathering information and digitization, followed by CRM systems which were all about knowledge. NextGen CRM is all about intelligence which is knowledge combined with action. By reorienting business to the customer and leveraging tools & technology improvements such as AI & machine learning in a way that focuses on customer-facing initiatives, businesses of all sizes can start to redefine and improve the customer experience. At IGT, we offer services to connect the dots between marketing, sales, service and operations.

There has been a shift in the priorities of all of organizations - it is speed first, then cost and then scope. Today's low-code and no-code platforms play a transformative role of technology innovation & delivery lifecycle. These platforms make programming accessible to non-professionals, while also relieving professional software developers off the need to write code line by line which encourages business professionals to engage more in innovation and idea generation. IGT with its unique experience as a global BPM expertise working with marquee clients combined with Digital Engineering expertise and knowledge of the latest platforms offers Business Process Management automation services to its customers leveraging low code platforms.

Customers now expect to receive a seamless service on the channel of their choice, which might be voice, email, and SMS/text, web, mobile or social media. While some of these channels do exist with businesses but too often, those channels may exist in silos. IGT collaborates closely with our clients and takes multi-channel service to the next level. The Omni-channel engagement solution empowers the customer to start a business transaction activity on one channel, and seamlessly transition to another e.g., a conversation that may begin on Twitter may be continued via WhatsApp or text message or transferred to a phone call with all of the relevant context preserved across channels. We ensure the quality-of-service level and responsiveness received on individual channels and across channels would be equally high so as to provide a consistent customer experience.

The commerce landscape of today is evolving rapidly, and with these changes comes a change in consumer behaviour. Largely stimulated by the modernization of technology, digital commerce has become pivotal for all retailers. Brick and Mortar businesses have realized the potential of digital space and are anxiously looking out for ways to join the bandwagon. Digital commerce encompasses all the touch points and processes that prompt a consumer to make the final purchase. IGT leverages its techno-functional expertise along with industry best practices and extensive experience to provide state-of-the-art digital commerce technology solutions to multiple customers across regions and geographies. Our offerings are tailor-made for companies that provide anytime anywhere services to the always connected, always moving customer base.

Mobility continues to be one of the most disruptive technologies in its impact and reach. With massive expectation from AI & ML, increased demand for wearable devices, IoT, chatbot-assisted mobile apps and personalization, there has been a paradigm shift in the way humans use mobile computing devices to manage their personal and professional lives daily. It gives a huge opportunity to enterprises to maximize the potential of mobility opportunities for consumer engagement, workplace solutions, and partner engagement coupled with a social aspect to analyze their behavior. At IGT, we understand the importance of customer experience for any mobile solution and our team of user experience designers ensure our solutions deliver compelling and engaging experiences. Our solutions enable mobile users to efficiently create, share or consume relevant information on the move.

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.

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
20% increase in conversions by enabling smart agents for handling e-Commerce helpdesk
15% improvement in customer satisfaction scores by re-designing & implementing global airport transit lounge booking solution
80% productivity improvement for customer services department via business process automation of customer email handling process
25% increase in ancillary revenue via digital commerce channel implementation
30% efficiency gains via BPM automation
Customized CRM Covid-19 contact tracing solution to increase efficiencies by over 50%

Featured Work

Case Study

Delivering 77.5% Efficiency Gain through Automating BSP Refund

IGT supported the Airline Refunds team of a leading US airline by developing RPA based bot and an auto-decision making module that reduced the manual processing and delivered 77.5% efficiency gains.

Case Study

Enabling Seamless Transition Across 5 Languages for a Leading American Carrier

IGT provided contact center support services with exceptional airline domain expertise to a leading American carrier with a record 100% seamless transition within 4 months.

digital transformation and automation - IGT

Case Study

Digital Transformation of Technical Procurement for US CruiseLine

The client wanted to explore automation opportunities in procurement processes, IGT recommended a consulting exercise to discover 78% efficiency gain could be achieved with automation.