Sonata Software to tap the Customer Experience (CX) Market to fuel growth
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
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Source: Sonata Software
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