PR88618

BENGALURU, India , March 22, 2021 /PRNewswire=KYODO JBN/ --

- Announces global launch of 'CXe', Sonata's unique enhanced integrated CX

management solutions designed for the new normal

    Sonata Software, a global IT services and technology solutions company,

today announced its plans to tap the Customer Experience(CX) market to fuel

growth with the launch of 'CXe', its unique enhanced integrated CX management

solutions developed using the 'Platformation' approach, Sonata's highly

acclaimed framework for digital transformation. 'CXe' is a compelling offering

from Sonata designed for clients across the globe looking for holistic

end-to-end CX solutions in the post-pandemic new normal.

    The global impact of the pandemic has been unprecedented, with the CX

market witnessing a major upturn across all regions. According to a study by

Fortune Business Insights, the market is projected to grow from USD 9.26

billion in 2020 to USD 21.86 billion in 2027 at a CAGR of 13.0% in the 2020 to

2027 period.

    Sonata had in March 2020 acquired the Melbourne based GBW, pioneers in the

CX domain with 30 years' experience delivering CX improvement for marquee

brands across the globe. 'CXe' is a combined result of GBW's CX Management

tools and expertise supplemented by Sonata's own Platformation methodology of

driving digital transformation and deep expertise in aligned technologies like

customer engagement, data and analytics.

    "Notwithstanding evolving customer habits post the pandemic, the basics of

ensuring great CX remains the same. Listening intently to your customer &

acting on the feedback. A well thought out CX program involves understanding

what drives great customer experience across the customer journey and customer

life cycle, using the insights to design great CX programs," said Srikar Reddy,

MD & CEO of Sonata Software, announcing the launch of 'CXe'. "A well thought

through CX measurement program is critical to ensure the effectiveness of the

CX programs. The different components of CX measurement are interrelated & a

combination of Mystery audit, mystery shopping & integrated to aVOC program

thru a common data platform equip you with the basic tools to make sure your

customers are getting a consistent and great CX."

    CX has long been a holy grail for most businesses, those who get it right

enjoy loyalty helping the company gain customers who are spending more with

them & also gain advocacy – word of mouth, bringing down cost of acquiring new

ones, so it is not surprising to see most companies have programs that are

asking customers for their feedback. However, as per Sonata, based on Analyst

studies and the experience of GBW, only one in five-six companies get it right.

For others, gains from CX remains the proverbial pot of gold at the end of a

rainbow. Given the disruptions of the last year when customer journeys have

changed for many companies, the task has become more difficult than ever

before. This has created a great opportunity for Sonata to roll out its

enhanced CX solution 'CXe' to its existing customers and the initial response

has been overwhelming from clients across the globe. Sonata is now sprucing up

its team to be able to offer the solution to more new customers besides making

further investments in solution development and marketing given the opportunity

CX provides.

    Said Venkatesh Parthasarathy, ex-MD of Dairy Farm and adviser to many

leading companies, "This enhanced CX solution from Sonata is indeed unique and

covers off pain areas that my team used to have in having different vendors for

each program and missing out on a unified view of the customer, but the icing

on the cake for me is really about being able to see the impact of the CX

programs on your business".

    Grant Salmon, CEO of GBW (now a Sonata Software Company) and an industry

veteran, added, "GBW's experience of over 30 years gives us insights into why

Companies fail with their CX management programs, firstly many are "myopic"

measuring a single point in the customer journey rather than the complete

journey, next, many use do-it-yourself platforms which are great in the hands

of an expert, but many clients confuse automation with knowledge &expertise.

Then there is the case where data is sitting all over as there are online &

retail teams, Customer feedback & Mystery shopping programs overlooking the

aspect that the customer is one and teams who have to act basis the feedback

are served better when they can see the feedback together rather than in a

disjointed manner. Finally, you need to know if your CX is impacting your

business outcomes and if your programs are not giving you that visibility, you

are bound to lose interest. That is why we came up with 'CXe' where we offer an

end-to-end program that addresses these challenges with conventional programs".

    For Details on Sonata Software visit: www.sonata-software.com

    For more information, press only:

    Nandita Venkatesh

    Sonata Software Limited

    CIN- L72200MH1994PLC082110

    A.P.S. Trust Building,

    Bull Temple Road, N.R. Colony

    Bangalore 560019, India

    Tel: +91 80 67781999

    Nandita.v@sonata-software.com

    Logo: https://mma.prnewswire.com/media/689012/Sonata_Software_Logo.jpg

    Source: Sonata Software