Mphasis Launches Digital Customer Experience Management Solution



Mphasis, a consulting, operations outsourcing and enterprise solutions provider, has launched the Mphasis Digital Customer Experience Management (CEM) solution set, the first technology solution able to provide complete customer experience management regardless of device or channel.

Mphasis is partnering with Adobe, Artificial Solutions, Lavastorm and MCorpCX. The company’s digital CEM offerings leverages its seventeen years of customer relationship management expertise, complemented by technology enabled disruptors including digital transformation, digital marketing, intelligent experiences and care transformation.

“Companies must go beyond good intentions and adopt business discipline to turn their aspirations into reality, companies must take their customer experience efforts from ad hoc to mature. A truly differentiating customer experience may require a company to operate in a drastically new way. Four gaps that keep businesses from delivering great customer experiences are performance, convenience, personalization and trust,” said Megan Burns, an analyst at Forrester Research, in a statement.

Mphasis’ Digital CEM solutions benefit customers by providing:

  • 360 degree view of customer experience across channels: Enhanced, safe and secure.
  • Unichannel, multichannel and omnichannel customer experiences.
  • Optimized channel mix leading to reduction in overall cost of operations: Improved revenue per customer through more effective mapping of products to customer needs.

"Digital Business is the next ‘industrial revolution’ and will cause tectonic shifts in the market place,” said Ganesh Ayyar, CEO, Mphasis, in a statement. “During such times, excellence in customer experience has been proven to be an essential ingredient of a successful business. Digital Technologies offer a spectrum of exciting possibilities to shape customer experience. Our Digital Customer Experience framework will enable business enterprises to leverage Digital Technologies in creating a positive end-to-end customer experience."