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Customer experience wins and case studies

Customer Wins for Genesys, MoEngage, Lexer, ISC-CX, and Qualtrics

CX Initiatives Benefit IHCL, PassTo, Cotton On Group, Shell, and A Slew of Qualtrics Partners

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The customer wins in this roundup involve big names like Shell, Qualtrics, and ISC-CX, as well as other international entities, such as the Indian Hotels Company Limited, PassTo from the UK, and Lexer and the Cotton On Group from Australia. All the companies were united by their common desire to optimize CX, elevate customer engagement, or boost customer retention. Details follow.   

Genesys Partners with India’s IHCL

Genesys, the provider of CX and call center technology solutions headquartered in Daly City, California, is collaborating with Indian Hotels Company Limited (IHCL) in the digital transformation of the Mumbai, India-based organization’s digital omnichannel contact center solution, also known as I-DOCS.

The project will involve the deployment of the Genesys Multicloud CX solution to move IHCL contact centers to the cloud, unifying voice and digital channels with self-service and work items. The goal is to enhance IHCL reservation and customer engagement systems by using more proactive communication and efficiency tools, a detailed reporting framework, and real-time analytics to provide customers with faster response times and empathetic, high-quality CX overall. Helping to implement the system is IHCL partner CS Infocomm, a solution provider in customer interaction management, also operating out of Mumbai.

The project will enable IHCL to cater to the next generation of digital-first customers, notes Vinay Deshpande, senior vice president at IHCL. “With the belief that great CX sits at the intersection of transformation and orchestration, our partnership with Genesys has helped us elevate our customer experience from the ground up,” Deshpande says. IHCL is India’s largest hospitality company by market capitalization, and its portfolio includes 237 hotels in 4 continents, 11 countries, and more than 100 locations.  

MoEngage Drives Larger Money Transfers for UK Remittance Service PassTo

MoEngage, the San Francisco-headquartered provider of a customer engagement platform and cloud-based marketing services for consumer businesses, is helping drive larger money transfers and elevate customer engagement at PassTo, the London-based provider of an international remittance app and platform, boosting customer retention for the agency. PassTo chose MoEngage because of its user-friendly interface and an analytics suite that enabled the money-transfer service to use customer data to run more appealing campaigns.

PassTo also leveraged MoEngage to narrow a gap in the customer-onboarding process by sending push notifications and awareness-email messages encouraging customers to finish the app’s KYC—“Know Your Customer”—process for them to deposit and transfer funds to international destinations. For customers that had not made any transfers within a particular period of time, MoEngage automated a process for PassTo by sending customized incentives and offers, activating dormant customers or spurring repeat usage as a result.

And using MoEngage’s insights-led customer engagement platform, PassTo propelled higher transactions on holidays and special occasions. For the final quarter of 2021, PassTo attributed 22% of its transactions to MoEngage. “We further aim to leverage the deeper insights and utilize the advanced functionalities to drive higher conversions and more meaningful customer engagement,” says AbdelRahman El-Sergani, vice president at PassTo.

Lexer is CDXP partner of Australian Global Retailer Cotton On Group

Australian platform provider Lexer will be the customer data experience (CDXP) partner of the Cotton On Group, a fellow Australian firm that is also the country’s largest global retailer, on the e-commerce site for all of the merchant’s eight brands across nine regions in the island continent.

Cotton On says it will use Lexer’s CDXP to better understand its customers on an individual level and use the insight it obtains to build more relevant, personalized communications through the customer’s preferred communication channel.

Brendan Sweeney, general manager of eCommerce at Cotton On, says CDXPs help bring insights into customer behavior across touch points that allow the retailer to serve customers better, while also delivering an enhanced and personalized experience. “As Lexer was created for retail first and offers real innovation options in our space, it seemed like the right choice to help us elevate our customer experience,” Sweeney says.

Nick Hinsley, vice president of retail at Lexer, says the company is excited to be helping Cotton On, known for its fashion clothing and stationery brands, improve its offerings to both local and international customers.

ISC-CX is Chosen as Key Customer Experience Partner of Shell

ISC-CX, the provider of in-store and omnichannel CX analysis programs for global retailers around the world, is teaming up with Shell to optimize the multinational oil and gas company’s CX initiative.

Basel, Switzerland-based ISC-CX will lead Shell’s brand audit and guest experience measurement and analysis programs in more than 25 countries, using proprietary technologies and multilingual teams to conduct retail compliance efforts by Shell, measuring and optimizing the guest experiences for one of the world’s largest companies.

Craig Mundy, global lead for CX mystery shopping at Shell, says ISC-CX will be one of Shell Mobility’s measurement partners for the next five years. “(ISC-CX) quickly understood our vision and got to work in helping us understand where we can do even more,” notes Mundy.

For Christian Steinhauser, ISC-CX global client services director, partnering with Shell will be exciting, as the energy company is known for providing customers with a high-quality experience at their stations. ISC-CX will provide support with CX measurement and analysis via its global app, enabling the rapid delivery of compliance and CX data as well as actionable insights to Shell, Steinhauser says.

Companies Choose Qualtrics to Deliver CX During an Uncertain Time

Microsoft, Kroger, Google Cloud, EY, Grubhub, and SumUp were among the customers who chose Qualtrics in the first quarter of 2022 to deliver CX during an uncertain time, enabling those organizations to analyze and act on feedback from sources and build deeper relationships with stakeholders.

With companies facing various headwinds, including supply chain disruptions and inflationary pressures, understanding the real-time needs of customers is even more valuable, says Qualtrics, which is credited with inventing the experience management (XM) category.

Microsoft selected Qualtrics in Q1 to deliver a holistic view of customer interactions to identify and improve points of friction, measure customer feedback, and support sales of Microsoft Surface devices.  

Kroger, the largest US grocer with nearly 2,800 stores, leveraged Qualtrics insights to improve the experience of its customers as the grocery chain sought to connect with consumers through new digital initiatives.

Google Cloud selected Qualtrics XM Discover to aggregate, categorize, and prioritize all unstructured Google Cloud customer feedback in one platform, with Discover providing data and insights on top customer pain points and objectives. Teams across the Google organization now have additional data points for making business decisions based on customer feedback.

EY, the professional services partnership, chose to deploy XM Discover broadly across its organization, using advanced conversational analytics to understand customer and internal interactions to deliver better services and outcomes for clients.

Grubhub, the food ordering and delivery provider, chose Qualtrics to move separate and siloed customer feedback systems to one unified experience management platform. Using Qualtrics tools like its Customer Experience Management (CXM) software and DesignXM, Grubhub achieved a deeper understanding of its drivers, diners, and restaurant partners, enabling the company to make the necessary adjustments to support operational success and growth.  

And SumUp, a financial technology company headquartered in London, began using Qualtrics to figure out how to quickly deliver the solutions needed by customers. The insights collected through Qualtrics enabled SumUp to better understand customer perception of its brand for the fintech firm to grow.

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