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Andrea Ridge
Sr. Quality Manager
Jeffrey Newman
Manager, Customer Care
Tracy Hays
Director, Customer Service

News : TDCX AI to Drive Innovation in Customer Experience

#contactcenterworld, @tdcxgroup

Singapore, May 29, 2023 - TDCX, (NYSE: TDCX), a digital customer experience (CX) solutions provider for technology and blue-chip companies, announced the launch of its artificial intelligence (AI) consulting arm, TDCX AI. Through the specialized division, TDCX aims to leverage the power of AI to analyze big data, generate insights, and unlock opportunities for stronger predictive capabilities and process improvements in the area of CX.

Mr. Laurent Junique, Chief Executive Officer and Founder, TDCX, said, "Many companies face the challenge of managing large and complex datasets in today’s data-driven world. Within those data lies valuable patterns, trends, and correlations between customer preferences and buyer behaviors that are waiting to be tapped. Through our latest initiative, TDCX AI, we will collaborate even more closely with our clients to extract actionable insights to optimize operations and enhance decision-making processes with accuracy and speed. These efforts will help us design the next iteration of digitally enabled customer interactions."

TDCX AI, led by Mr. Ben Sun, SVP, TDCX, brings together TDCX’s expertise in leveraging AI in CX applications. Mr. Sun brings more than 20 years of experience in AI strategy, CX digital transformation, corporate venture building, innovation, and CX organization design.

He will work with a team of 50 specialists with expertise in AI, machine learning, AI automation, and advanced business analytics. The team has a track record of successfully implementing AI solutions that have a specific CX application and generating actionable insights for diverse clients. Examples of such experience include accelerating speed to proficiency in customer service, AI-driven training development, generative data augmentation, and intelligent performance management.

Mr. Sun said, "An example of how generative AI can be used to create hyper-personalized experiences is the better matching of customer service representatives to customers. Use cases include routing calls to representatives that have either served the customer well before and thus, already have an idea of the customer’s preferences or routing high churn-risk customers to representatives who are highly skilled at retention."

To help clients explore the possibilities of integrating generative AI in their CX delivery model, TDCX AI has developed an AI Maturity Program. The program takes a structured approach to assessing a client’s capabilities across multiple areas, including leadership and vision, proficiency in AI, CX organization structure, process maturity, technical infrastructure, and data security and privacy, to name a few. 

Mr. Sun said, "While AI offers our industry many possibilities, it is important for key decision makers and their teams to determine the role that generative AI plays in their business and their readiness before starting on their journey. With our years of experience in delivering exceptional CX and expertise in deploying AI for CX applications, the TDCX AI team can play a key role in orchestrating that process for clients."

Mr. Junique said, "The integration of generative AI in the CX industry has the potential to not only transform the customer experience but also create better job opportunities for humans. By leveraging AI technologies to automate repetitive tasks and streamline processes, we empower our employees to focus on more meaningful and complex interactions with customers. This shift enables our team of talented CX professionals to utilize their unique skills, empathy, and problem-solving abilities, which ultimately deliver higher value to our clients.

"Our commitment to combining the power of generative AI with human expertise ensures that our employees thrive in a dynamic and rewarding work environment, fostering professional growth and job satisfaction."

#contactcenterworld, @tdcxgroup

Posted by Veronica Silva Cusi, news correspondent

About TDCX:
Company LogoTDCX provides transformative digital CX solutions, enabling brands to acquire new customers, build customer loyalty, and protect their online communities. TDCX helps clients achieve their customer experience aspirations by harnessing technology, human intelligence, and its global footprint. The company’s expertise and strong footprint in Asia has made it a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.
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Today's Tip of the Day - 10 Minute Update

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Published: Wednesday, May 31, 2023

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2023 Buyers Guide SaaS Solutions


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