Tata Consultancy Services (TCS) on Thursday announced that it has been positioned as a Leader in the NelsonHall NEAT for CX Services in Banking, Financial Services and Insurance (BFSI).
“In response to customer expectations of personalized and immersive experiences, forward-thinking BFSI enterprises are leveraging next-gen technologies such as AI and ML, as part of their multi-horizon transformation journeys,” said K Krithivasan, Group Head, Banking, Financial Services, and Insurance, TCS. “This recognition from an independent, third-party research firm reflects our innovation-led approach, customer-centricity, extensive investments in digital technologies and the resultant market impact.”
According to the report, TCS has a strong practice in CX transformation with a proprietary framework for customer journey diagnostics, technology partnership for journey orchestration, and pre-built assets by vertical with sector implementations. TCS’ suite of proprietary BFSI automation, analytics, and process optimization platforms with subprocess use cases with a dedicated store, were highlighted as key strengths. Other strengths included its breadth and depth of BFSI sector offerings across BPS, and an ecosystem of technology and innovation partnerships, alliances, accelerators, and marketplace.
The report goes on to say that the company’s continuous investments in agent augmentation, omnichannel, and contact centre operational optimization such as QA automation have helped TCS address the developing market demand for a unified CX strategy.
On Sensex, TCS stock finished at Rs3353.95 per piece marginally up.