Internet major reimagines customer engagement for 2X impact through design thinking and Lean Digital
Internet major reimagines customer engagement for 2X impact through design thinking and Lean Digital
4 PagesDESIGN • TRANSFORM • RUN Internet major reimagines customer engagement for 2X impact through design thinking and Lean Digital GeneratIn G HIGH teCH Impa Ct Case Study Client Internet domain registration and web hosting major Industry Internet software and services Business need addressed • Faster growth to expand market share • Replicable, scalable operating model and business processes for quantum jump in revenues to reach annual growth target • Enhanced customer satisfaction while lowering cost • Better use of business insight to maximize share-of-wallet Genpact solution • Transformed customer contact operations, with revised performance metrics, skill-based call routing and smart scheduling, supported by analytical forecasts • Natural language processing (NLP), predictive
