Virtusa enabled the client to reinvent their business models and omni-channel operations to support customer-centricity, unifying communications leading to superior CX. Our consulting-led comprehensive approach enabled the client to ace six customer journeys over 37 events of moments of truth via solutions like journey analytics, AI, and the voice of the customer (VoC).
We created a strategic, operational, and technology business architecture through effective management consulting, design thinking, scaled agile execution.
The solution harnessed the power of AI and automation, cognitive communication, and quality assurance best practices. Our customer-centric focus laid a firm foundation for an effective customer journey orchestration by adapting the cross-channel VoC.
Our collaboration delivered impactful outcomes within a ten-week program increment consisting of five sprints of two weeks each with an agile development factory model.