Customer experience (CX) solutions provider TDCX announced that it has on Jan 27 launched its first Digital CX Centre of Excellence in Singapore.
The centre will focus on leveraging technology to develop CX solutions that enable hyper personalised, seamless and secure customer engagement in both physical and virtual environments, such as in the metaverse. Through the centre, TDCX will pilot and validate new CX models and the supporting emerging technology architecture, to develop practical real-world applications and use cases.
Laurent Junique, founder and CEO of TDCX, says: “CX has become a strategic differentiator for businesses and a key enabler for the growth of the digital economy in today’s experience-driven marketplace. As digital and physical experiences continue to blur, we want to pioneer customer engagement strategies that continue to deliver a human touch during those critical moments that matter most.
"The launch of our Digital CX Centre of Excellence is the convergence of our digital innovation and consulting capabilities as well as operational mastery through talent leadership in Singapore. Over time, we have grown our client relationships at a global level. These clients are now looking for global strategic support," adds Junique.
The centre will be located at TDCX's headquarters in Singapore and will be led by group chief operating officer Angie Tay.
In addition to percolating new CX strategies and acting as a global command center, TDCX Singapore will also develop best practices in data science and analytics to help businesses enhance cost efficiency in areas such as quality assurance automation. These best practices will be developed into playbooks to help businesses drive and deliver customer value and retention.
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Tay adds: “Our clients are in a constant pursuit of optimisation to maximise their finite resources. Amid the recent tech shake up, we see more clients coming to us to understand how they can enhance their CX strategy and standardise their operations globally. Our digital CX Centre of Excellence will enable us to continue developing transformative CX solutions for our clients and further entrench our leadership in this market.”
To support the centre, TDCX has also set up a new Corporate Venture Capital (CVC) arm to invest in the technologies needed to drive CX innovation. The CVC will enable TDCX to take advantage of the innovative solutions that are already being incubated and developed in Singapore and South-East Asia.
Some of the technology that TDCX is looking into includes artificial intelligence, machine learning, automation and natural language processing.
TDCX’s Digital CX Center of Excellence is the company’s latest initiative to help businesses leverage innovative CX solutions to win new customers, build customer loyalty and achieve their CX outcomes. It adds to TDCX’s existing capabilities through its Digital Innovation Lab based in Kuala Lumpur, Malaysia which has been focused on developing new technology applications for the group.
