Customer Experience

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• Customer Experience User Guide

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Table of Content

• What is Customer Experience

• Customer Experience inRetail Industry

• Customer Experience in Banking Industry

• How important is the
• customer experience?

• Customer Experience of Mastech InfoTrellis

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What is Customer Experience?
Customer Experience is defined as the mindset of
your brand in the eyes of your customers across
various platforms.  Digital Customer
Experience is the overall perception of your
brand in the eyes of your customers across
digital platforms.  It is not just limited to
what a customer thinks about your product, the
visual elements of your website, or how you can
interact with your customer service team- it's
all of it.  It's all about their entire
experience with your brand, both online as well
as offline.  A global CX study by Oracle found
that 74 of senior executives believe that
customer experience impacts the willingness of a
customer to be a loyal advocate. If you want your
customers to stay loyal, you have to invest in
their experience! 
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Customer Experience in Banking Industry
Customer Experience in Banking refers to a
customers collective experience while
interacting with various touchpoints,
face-to-face interactions, online advertising,
emails, call-centers, online banking systems, and
even social media. Financial institutions that
invest in the customer experience in banking have
higher recommendation rates, greater wallet share
and are more likely to up-sell or cross-sell
products and services. 
According to a Gartner survey, 81 of Companies
Compete mostly or completely on the basis of CX
The Customer Experience is important in the
banking industry because the better a customer
experience is, the more likely they are to remain
loyal to a brand, resulted helps in improving
customer retention. 
Above Survey Data Taken from Gartner
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How important is the Customer Experience?

• Customer experience is a top priority to
  businesses in upcoming years. The reason is
  simple the companies that focus on customer
  experience reduce churn and increase revenues -
  leading to higher profits! 
• For many, customer service and customer
  experience are seemingly interchangeable. Yet,
  one is a single touchpoint with a brand, while
  the other impacts feelings and emotion and
  encompasses the entire customer journey. 

Ways to improve the customer experience 
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Customer Experience of Mastech InfoTrellis
Recently Mastech InfoTrellis acquired Amberleaf
Consulting it has added substantial depth in
customer experience services. Amberleaf is one of
the pioneers in Customer Experience Services
which has delivered over 1900 projects over the
year and is the only firm in the industry to
provide managed services for sales, marketing,
customer service. 
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Customer Experience Strategy
Delight customers with a holistic Customer
Experience strategy across the enterprise.
Customer Service Optimization
Sales Optimization
Marketing Optimization
Attract, nurture, convert, and satisfy more
customers through highly personalized messaging
supported by automated solutions.
Optimize the customers omnichannel experience
through self-service, agent-based interactions,
and your mobile field service.
Enhance close rates through better access to data
and analytics.
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Customer Experience Offerings By Mastech
InfoTrellis- Part I
1- CX Advisory Services 
Customer Experience Roadmap - It looks over the
customer across sales, marketing across all
customer-facing channels.  Analytics Roadmap
It defines the overall analytics approach across
the customer journey and includes functions like
marketing performance and personalization.  Loyal
ty Roadmap - It defines the next-generation
customer retention program, which is based on
deep-dive analytics.  Marketing Roadmap - It
helps to make strategies and define metrics for
improving customer acquisition, retention. 
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Customer Experience Offerings By Mastech
InfoTrellis Part II
2- CX Accelerators 
Customer Service Accelerator  -  It comprises
multichannel service automation and standard
operational analytics.  Marketing Accelerator - 
These services are designed to boost an
enterprise marketing task with multichannel
marketing automation and performance
reports.  Sales Accelerator -  It provides sales
analytics services and opportunity management
services.  Customer Experience Analytics
Accelerator -  It helps in content tagging, rapid
A/B testing, and takes care of models and
forecasting of pricing and segmentation. 
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Customer Experience Offerings By Mastech
InfoTrellis Part III
3- Customer Experience as a Service
CXaas for Marketing -  It involves campaign
strategy, digital CX strategy. The technology
aspect of this service involves campaign
development and mobility. CXaas for Sales -  It
covers sales analysis and pricing optimization.
The technology aspect takes care of sales lead
management and commissions. CXaas for Service - 
It includes a strategy that takes care of channel
transition and journey mapping. The technology
aspect covers omnichannel engagement and
knowledge management.  CXaas for CX Analytics 
-  CX Analytics is the heart of CXaas, whether it
includes strategy, governance, and technology.
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• MIT Info