WNS, a leading provider of global Business Process Management (BPM) solutions, recently agreed to extend its partnership with Centrica plc, an international energy services and solutions company, to help the utilities company transform its customer experience delivery. WNS will continue to combine the strength of its domain expertise and analytics prowess to deliver a personalized customer experience shaped by real-time insights.
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WNS has co-created a transformation roadmap with Centrica to deliver a Unified Customer Experience (CX) across all channels including WhatsApp and SMS, driving seamless omni-channel experiences. WNS will also maximize First Contact Resolutions to deliver enhanced customer lifetime value, reduced cost-to-serve and improved customer retention.
“We are delighted to continue our long standing partnership with Centrica as they seek to create superior customer experience powered by analytical insights while also enabling the adoption of digital and self-serve channels,” said Keshav R. Murugesh, Group CEO, WNS.
“Personalised customer communications, especially through the increasing use of digital channels are integral to the Centrica experience. With WNS, we have been able to and will continue to enable meaningful conversations across all channels with a ‘here to serve’ mentality for our customers,” said Lesley Avinou, Head of Accounts & B****** and Partnerships, Centrica.
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