Sitel Group®, world leader in customer experience, is accelerating its innovation strategy and launching EXP+™, the first platform to offer a complete end-to-end customer relationship management offer.
Through its solutions, Sitel Group intends to rethink the customer experience to meet all business needs.
For a global and tailor-made approach to customer relations.
While the customer relationship market is constantly changing, the challenge for its players is to understand customer habits and offer support that takes into account all the constraints related to customer service.
It is in this context that Sitel Group has designed EXP+, a 360° platform that supports brands in their process of change and digital transformation.
With a global customer and consumer-centric approach, Sitel Group’s goal is to enable brands to build a stronger relationship with their customers by delivering an exceptional experience that will enhance their value.
To achieve this, Sitel Group of course offers production capacities, but also technological tools and digital, e-learning and data analysis solutions that allow a better understanding of the customer.
“ It is a strong belief for Sitel Group to be able to offer a global service offer, which meets all the challenges faced by our customers Indeed, EXP+ is nourished by Sitel Group’s 40 years of practical experience in experience management customer. This operational proximity, our desire to create emotional ties between brands and their customers as well as our commitment to improving the employee experience make the EXP+ platform a cutting-edge tool for innovation, strategy and agility. in terms of customer experience.”explains Ana Athayde, Chief CX Business Strategy & Partnerships at Sitel Group.
A unique solution at the service of customer relations
The EXP+ platform aims to provide an end-to-end customer experience (CX). It is a flexible solution with full cloud capability, designed to simplify the customer relationship, optimize efficiency and productivity while increasing customer satisfaction.
It is based on 5 pillars:
? CX Learning: An employee training solution that gives them the means to succeed and promote the brand, thanks to the latest generation of learning services, content and technologies.
? CX Technology: Solutions designed to meet operational needs, facilitate the work of teams, automate and improve the customer and employee experience through the integration and adaptation of technologies from Sitel Group and its partners
? CX Analytics: Solutions for aggregating information from different sources and making it a valuable decision support tool. Data analysis makes it possible to identify areas for improving performance and to establish lasting relationships with customers.
? CX Digital: Products and services to create cutting-edge digital experiences, through automated self-service solutions, driven by data and artificial intelligence, for a high value customer experience.
? CX Operations: The work of advisors is essential and reinforces the power of human contact. These tools help to engage with the customer and improve brand loyalty through quality conversations based on a good understanding of customers obtained from data.
“We put innovation at the heart of our activities in order to support our customers in their digital transformation. To do this, our desire is to combine technology and people in order to satisfy the end customer. Indeed, customer relationship management is such a complex activity that the simple technical aspect is not enough to meet customer needs. The Sitel Group difference is this ability to master both the technical aspects and knowledge of the field. » says Ana Athayde.
About Sitel Group®
As a global leader in comprehensive customer experience (CX) products and solutions, Sitel Group enables brands to build stronger relationships with their customers through meaningful connections that increase brand value.
With 160,000 employees worldwide, we securely connect brands with their customers more than 8 million times a day and in more than 50 languages, delivering competitive advantage across all customer touchpoints. Our award-winning culture is built on more than 40 years of industry-leading experience and our commitment to improving the employee experience.
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