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WNS - Social Media Customer Experience Services
Vendor Analysis
published on Oct 19, 2020
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Report Overview:
This NelsonHall vendor assessment analyzes WNS's offerings and capabilities in Social Media Customer Experience Services
Who is this Report for:
NelsonHall’s Social Media CX Services profile on WNS is a comprehensive assessment of WNS’ offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for security services RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the CX Services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of WNS’ CX services offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.
Key Findings & Highlights:
WNS' modular digital transformation framework EXPERIUS incorporates social with the other CX services channels and includes proactive self-service and cognitive automation, personalized and contextual live agent interactions, agile gig workforce, and cross-channel analytics for customer journey orchestration. The company develops its CX services programs utilizing parts of EXPERIUS. For social channels, it aims to convert marketing and customer care functions into revenue generation CoE aligned to business metrics and measured by achieved sales, yield per customer, and retention.