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Thursday 16 March 2023

Cognizant wins VWG Ireland CX transformation deal

Cognizant logoCognizant has announced that it has signed Volkswagen Group (VWG) Ireland as a client to transform its digital customer experience (CX) into an omni-channel platform designed to enhance and increase the personalisation of agent and customer experience.

VWG Ireland is faced with a siloed contact centre platform and customer experience model that has necessitated the manual aggregation of customer data. Cognizant will implement a new CX platform, based on Salesforce service cloud voice, and Amazon connect with the aim of improving VWG Ireland’s use of data and, in turn, optimise service levels for customers.

The platform is intended to provide a holistic 360⁰ customer giving VWG Ireland advanced insights into customer journeys and conversations. It will also reduce maintenance costs and improve efficiencies. The new model will enable improved reporting, advance business decisions, and drive best actions to provide a personalised CX. Cognizant will also develop an “easy-to-use, web-based, and unified user interface for agents” that will combine customer data, context, journeys, and interaction channels.

As we highlighted in our report - TechMarketView Market Readiness Index 2021: Top 10 UK IT & Business Process Services Providers | TechMarketView – Cognizant’s UK&I business has a much tighter industry focus that Cognizant globally. Banking and financial services still dominates but it has also grown its footprint in other industry groupings (predominantly communications, media, and technology; energy & utilities; and life sciences). In addition, as shown by its determined pursuit of UK public sector business over the last few years (see Indian-centric SITS Suppliers: UK Public Sector Presence & Ambition | TechMarketView), it has started to further broaden out its vertical coverage. And in the case of VWG Ireland, it has taken its global experience in managing and transforming contact centres, with capabilities in CRM, digital, and voice in the cloud, to win business in the automotive sector.

As we highlight in one of our most recent TechSectorViews reports - The Customer Experience Market Opportunity | TechMarketView – we expect the CX market to grow at a fast pace over the next three years as end user organisations recognise the broadening business CX transformations can deliver.

Posted by: Georgina O'Toole at 09:23

Tags: contract   automotive   IPP   CX  

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