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Enterprise enterprise digital strategy has to be implemented quickly to adopt to new technologies.

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Digital transformation governance

Digital transformation governance model can play a vital role in Digital Transformation

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Digital Transformation | WNS

Get the best of digital innovation services by WNS with domain expertise in data-to-insights and hyperautomation capabilities.

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Digital Transformation by WNS

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WNS is leveraging next-gen technologies like Artificial Intelligence (AI) and cognitive automation / chatbots, Mobile Health (mHealth), analytics and self-service to drive rapid telehealth outcomes for payers, providers & patients.

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WNS' unique blend of clinical and administrative process management focuses on bending the cost curve and improving outcomes & profitability.

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WNS collaborates with healthcare payers to drive a host of outcomes, including enhanced patient care, reduced costs and optimized provider collaboration, to name a few.

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How Retail Outsourcing Services Improve Customer Satisfaction

In the past couple of years, the retail industry has undergone several changes. With competition, the challenges are growing, and rapidly advancing technology has led to transformed consumer behaviour. There was a time when the competition was limited just to physical stores but with the growth of e-commerce, retailers are struggling to find a quick way to establish online consumer patronage.

Retail BPO services present exceptional BPO support facilities for retail firms. The retail outsourcing services that many firms provide will help retailers build core capabilities and assure the results that they desire. 

How Retail BPO Services Provide a Clear Advantage for Retail Businesses

Today, retailers and e-commerce firms need all available time to focus on mission-critical tasks and retail BPO services help them in the following ways:

Scalable Processes: During marketing promotions or sales, customer demand is likely to go up which would put pressure on retailers to deliver. Also, there would be times when the increase in demand is unpredictable – for instance, during a supply chain obstruction that stops order fulfilment. With 24x7 operations and scalable resource capability, a professional retail BPO firm can sustain a business through phases of regular business activity and growing demand.

Operating Efficiencies: Outsourcing retail processes enables their satisfactory completion, without any unwarranted stress on employees. A professional retail BPO firm with experienced and qualified professionals on board gets to work with an in-depth grasp of the requirement. With processes being executed in a cost-effective manner, retail businesses can concentrate on growth areas, such as supply chain and logistics, innovation, production, value addition for customer operations, brand positioning, portfolio expansion, and distribution.

Enhanced Customer Satisfaction: Irrespective of the target audience, retail businesses have to guarantee customers are satisfied. With support from a professional retail BPO firm for key business processes, retailers can ensure that customers are receiving personalized and responsive services. This will enhance satisfaction, reliability, and approvals in the long run.

Customization and Collaboration: A professional retail BPO firm works closely with retailers from the outset for the Service Level Agreement (SLA), to develop a comprehensive awareness of the requirement and business challenges. The services offered by a retail BPO are designed to match business goals.

Data Security: Most retail BPO firms have strict data security guidelines to protect all the classified information shared as part of the project. From customer data to accounting info, all of it is kept safe.

Real-Time Reporting: A retail BPO firm offers access to a dashboard and regular reports to observe the project and the attainment of targets. There is a dedicated project manager appointed to each operation to communicate any change in the requirement and for sharing feedback.

Best Practice Approach: Most retail BPO firms keep themselves aware of the latest developments. They are capable of delivering the best possible results for retail businesses. Key Performance Indicators (KPIs) and metrics will guarantee that measures are being taken for improvement.

Streamlined Vendor Management: Retailers can rely on a professional retail BPO firm for all their BPO needs, which will reduce the strain of multi-vendor management.

Business Continuity Planning and Disaster Recovery: Often, retail BPO firms are stationed in safe zones, making outsourcing fairly risk-free. They diligently watch the IT infrastructure to nullify the possibility of any interruption that could impact the delivery of results. Outsourcing to retail BPO firms will also be helpful for business continuity planning.

High-Quality Outcomes: Most reputed retail BPO firms give immense importance to output accuracy and quality management with respect to software development, call centre accounting services or data processing. Retailers can be assured of their Quality Assurance (QA) team to authenticate all output prior to delivery.

Technology Advantage: Technology propels efficiency in today’s digital era. With a retail BPO firm, it is possible to utilize best-in-class technology to enable the completion of tasks in a seamless manner. They have a robust IT infrastructure that can be counted on for the stability of the outsourcing process.

Customers’ expectations are on the rise. More importantly, it is essential to understand that customer service is something that needs nurturing and care that retail BPO firms can provide. Through their services, you will be rewarded with customer loyalty, higher retention, and increased revenues.

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WNS provides Credit Risk Management and Underwriting Services to help banks to set up a robust risk assessment framework. We also do Credit risk modeling and scorecard development

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WNS' BPO (Business Process Outsourcing) services for Commercial Banking enable banks to mitigate costs and streamline processes to increase efficiency.

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WNS leverages its data analytics consulting and BPO services to help clients through complex issues with advanced analytics solutions and Big Data

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All You Need to Know About Building a Customer Experience Centre of Excellence

In principle, the central purpose of a customer experience Centre of Excellence (CoE) is to build best practices and standards that a business can follow to achieve success. A customer experience CoE focuses on the following aspects:

Provide direction and thought leadership

Establish and promote best practices

Support and education

R&D to offer appropriate recommendations

In addition to key focus areas, a customer experience CoE can add value by performing the following tasks:

Optimize the enterprise by centralizing resources with unique skills and knowledge and streamline their offerings across a wide spectrum of topics

Reduce development, delivery times and maintenance costs by leveraging reusable assets and expanding efficiencies

Improve ROI by identifying and developing reusable assets

Now to build a thriving customer experience center of excellence, it is important to adhere to the following guidelines:

1. Standardization: The primary purpose of a CoE is to develop standards by documenting templates and blueprints. Other efforts in this process include:

General project and resource planning

Program coding

Performance monitoring and optimization

Technical architecture maintenance

Testing and validation

Quality assurance

Standardizing format of deliverables and documents

Estimating effort levels

Such best practices include a mix of generally accepted and documented industry standards together with CoE’s own experiences. To be more productive, customer experience CoE members must be in harmony with industry trends, promising thought streams, and recognized practices. CoE members must be self-starters who are keen to learn and improve their skills. All documents delivered by customer experience CoE will grow, decline, and eventually become obsolete and must be replaced, based on changing industry needs. 

2. Leveraging assets: A customer experience CoE team must identify all usable assets that are present within the organization. Such assets typically include:

Human assets: These are designated teams or individuals with unique skillsets, having broad experience, and displaying qualities that portray the organization.

Code: This comprises actual models, design patterns, program code, algorithms, tools, templates, and utilities developed by the organization.

Such assets whether they are physical or intellectual have to be developed by the customer experience CoE to use in the organization. If such assets are meaningful, they can be introduced to the industry at large to create a revenue through sales or by forming recognition.  

3. Measuring performance: For the growth and evolution of a customer experience CoE, it must cultivate the ability to track, measure, and report the team’s performance across all segments and particular metrics within the organization. Measuring performance depends on the presence of a recognized baseline against which the performance can be compared. In the beginning, a customer experience CoE must identify baselines for the work being performed. Such baselines can be established through internal administrative experiences and industry-accepted standards.

By measuring performance, a customer experience CoE can set expectations and get answers to some of the key questions such as:

What are our areas of expertise and the risk areas?

How do we demonstrate to our customers that the expectations have been met?

Are our resource or design presumptions fair?

Quantifying success factors lets the team know how it has performed in the past, and how it is performing presently. Determining and preserving a centre of excellence framework is helpful as it lets the team determine a future path and drive efforts towards achieving the goals set.

4. Guidance and governance: To offer useful inputs, a customer experience CoE must know all key projects in which a company is involved. The involvement of a customer experience CoE with organizational work will change based on several factors such as:

The complexity of the planned work

Resource availability

CoE members are often not considered for carrying out project work. A customer experience CoE’s contribution must be focused on the areas of risk mitigation and project acceleration by offering guidance on established practices and reusable elements.

A customer experience CoE must have the ability to guide, suggest, and “govern” the work. The CoE must be considered as an authority that will decide on all major methodology or development decisions.

5. Balance and Subject Matter Experts: To balance the team’s effectiveness, happiness, and utilization, team “competency charts” must be used and maintained by the CoE. To preserve a suitable level of support across all the organization’s work, a CoE must identify SMEs whose help can be taken whenever needed, based on their experience and skills pertinent to project needs.

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WNS Big Data analytics solution can help companies compile data for insights into increasing revenue, operational efficiency, and customer satisfaction.

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Data management can often end up becoming a complicated and time-consuming process due to multiple reasons. The rapid surge in data volume, variety and velocity coupled with the lack of a clear data strategy can hamper the scaling of data management efforts.

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Responsible, multi-channel campaign to improve Customer Loyalty leveraging WNS' Analytical solutions.

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The Tenets of Cargo Management Solutions

The air cargo industry is on the verge of a shift with demand gradually picking up across markets in Asia-Pacific, North America, Europe, and the Middle East in the post-pandemic age. The International Air Transport Association (IATA) reckons growth to speed up in the next few quarters even as the overall global trade remains muted. To fulfil the growing demand, world air cargo traffic is projected to grow an average of 4.2% per year.

How large consignments of cargo are shipped is a key factor when organizing the process of shipment. Numerous issues are involved in efficient logistics management and there is a possibility to improve this process.

Advantages of Air Cargo

Air cargo management is often costlier than other modes of shipping. When contemplating the expenses of a shift to air cargo, it is important to keep in mind that your cargo costs are just one element of the whole process. At times, other benefits within the supply chain might offset the likelihood of greater cargo costs.

It is vital to remember that transporting by air is not a one-size-fits-all route. If accomplished successfully, integrating the right air shipping approach into a multi-modal, international supply chain will help cut costs and boost efficiency. Here are the major advantages of air cargo management services:

High security: With air cargo, there is an intensified security level. When a consignment is shipped through land either by train or a truck, there are several stops made. During such stops, the consignments on board are vulnerable. At airports, there is higher security than in any land transport facility. Also, there are fewer stops since the aircraft travels nonstop from one point to another.

Enhanced tracking: Due to the enhanced security levels and the direct nature of the transport, it is easier to trace air cargo. In addition, there is a precise delivery schedule with proper flight regulations. If that was not sufficient, most carriers offer a tracking number to examine the progress of a shipment.

Fast transport: Air cargo is the fastest way to transport shipments. Even if a consignment has to be shipped across continents, it is possible to achieve that within 24 hours.

Reliable timing: With air freight shipments, it is possible to be time-specific. Just allocate the pickup and delivery times. This is a huge benefit over ground freight with pick-up and delivery windows.

International abilities: Air cargo makes global trade possible for small and mid-size firms. This permits them to participate on a greater scale with speedy shipping.

Air Cargo Management and Servicing Capabilities

Today, to make the entire process of handling cargo smooth, airline companies and cargo handlers are taking the help of air cargo management solutions. There are many digital tools that firms use in their supply chain. Such solutions help companies secure a firm hold on air cargo revenue. There are several companies that offer such solutions. For instance, WNS offers a suite that is powered by a 100% cloud-based, unified cargo management platform. 

It is a broad set of solutions targeted at fast-tracking revenue growth for the cargo business of airlines. The state-of-the-art suite is IATA-compliant and offers players, throughout the cargo value chain, a wide range of capabilities that fulfil their individual requirements. It utilizes the advantages of the latest innovations in mobility, machine learning and cloud computing to provide airlines with a simple, bespoke solution. 

The platform also delivers sophisticated data analytics, instant business intelligence, and comes with a fully equipped app for mobile devices. The suite efficiently tackles three major limitations: inadequate service, wasteful space utilization, and rising costs, while offering a flawless and top-notch experience to clients.

In the cargo management solutions of the future, humans and machines will collaborate to present both high efficiency and improved customer service. These fundamental details of air cargo cover some key aspects of incorporating air cargo into your supply chain.

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To provide personalized customer experiences, airlines will need to leverage digital solutions and touchless technologies. Artificial intelligence will undoubtedly aid airlines in providing the best possible travel experience.