Delivering a holistic digital customer care experience

holistic customer care experience

Digital disruption will continue to be unstoppable as most organizations recast themselves into a more complex customer-driven culture. This demands a deeper in-sight into each customer’s journey, ample and effective resources and focus on the organizational change management as opposed to just concentrating on content management and campaign management. Deployment of CEM (Customer Experience Management) solutions is gaining momentum. While most of the available solutions work closely on analytics, predominantly addressing the campaign, demand, and market penetration, organisations also need to understand that each customer has its own unique requirements based on various social media channels that possess the ability to spark behavioural changes. Therefore, a CEM software needs to be equipped with the ability to track customer event in real-time, proactively identify customer sentiment and drive intelligent responses to drastically improve customer experiences. All this needs to be achieved through a unified platform and not the point solutions available in the market where the CEM initiatives are managing and integrating a disparate set of tools built on proprietary technology.

Creating waves in this market is a Bangalore based company, iFIX Tech Global Pvt Ltd, with its Autonomous Digital Care Platform – iFIX, that enhances profitability across people, processes, and customers through its patented DPR (Detection-Prevention-Resolution) framework. “We have developed iFIX as the next generation CEM software with capabilities that deliver a homogeneous experience integrating application, machine and human data. It has inbuilt autonomous engine and real-time analytics extending end-to-end CX maturity,” informs Surajit Bose, CEO and Co-founder, iFIXTech Global.

Driving Organizational Productivity and Customer Satisfaction

Apart from the aforementioned technology excellence driver DPR, the company distinguishes itself from its competitors in the market with its Responsive KPI offering that acts as an Operational excellence driver and Outcome based Pricing Model which is its commercial excellence driver, collectively ensuring a TCO reduction of up to a whopping 40 percent.

The novel and robust platform is embedded with five functional modules- Connect, Engage, Nurture, Collaborate & Excel, designed to assist organizations to build a Customer Experience Maturity Model (CXMM) – a phrase coined by iFIX. This model caters to the customer’s entire journey and works at providing the most desired outcome. “We track all possible customer interaction across multiple channels and media, to derive behavioural insight around their preferences, need, concern, challenges and areas of distrust. We then channelize these insights through our recommendation engine to identify appropriate action and then facilitate execution of these actions through a service automation engine. Once actions are executed, we use real-time analytics to identify performance improvement through ‘Responsive KPI’,” explains Subrata Mandal, Co-founder and COO, iFIX tech Global.

Despite being a recent entrant in the market, the company has worked with a gamut of well-renowned customers and is gradually gaining a strong foothold in the market. Envisioning making huge strides in this sector, the company aims to gain one of the leadership positions in the Indian and South Asian market and expand its global footprint across various key geographies within three years. Surajit Bose, CEO and Co-founder, concludes, “We are currently developing our Partner GTM model to expand our market reach across geographies.”

20 Most Promising CEM Solution Providers – 2020

Customer Experience has gained astronomical prominence in the recent past.Businesses that are aligning their strategies with the customer experience objective are progressing faster. The focus of businesses for customer retentionby providing consistent and better customer experience across multiple platforms is stimulating the market growth. Customer experience plays a vital role in customer retentionwhich costs less to execute than customer acquisition.Seeing the world from customer’s perspective can help a company serve them better and meet expectations therebydriving the revenuesdramatically.CEM enables forcontinuous feedback from customers in the form of embedded analytics and analyzes the data to identify potential buying trends well in advance.Recent trendsin AI and ML have proved that businesses can analyze huge amounts of data and offer personalized services to customers using Intelligent Chatbots. In a customer-centric market, every company would strategize to track and organize the interactions between customer and the company using the Customer Experience Management solutions.However, selecting the right CEM solution is extremely important to realize the goal.

Enabling organizations to choose the right vendor to work with, CIOReviewIndia proffers a list of “20 Most Promising CEM Solution Providers”. This compact list consists of skilled solution providers with an industry rich experience, technically adept teams and a proven track record. A panel consisting of prominent CEOs, CIOs, industry analysts and CIOReviewIndia editorial team has meticulously researched and zeroed in on the final 20 companies who we firmly believe can assist businesses in achieving the set business goals.

Detailed write up  


iFIX Tech Global

Key Person:

Surajit Bose,
CEO and Co-founder